Followup to Warranty screw up

[phorvick]

Recap: The magazine would disconnect nearly every shot fired. Happened to both factory mags. CZ sent me a new part, it made no difference. CZ gave me a warranty return number and it was shipped back to CZ about 11-13.  I also noted that it failed to feed  hollow points reliably. About two weeks later I get the gun back....alaas, wrong gun.  The serial numbers did not match what I sent them.

CZ admitted their error in shipping me the wrong gun and did pick up the wrong model from me at their cost.  After I tracked that they had it back, I e-mailed and asked where was mine??  I did not get a reply for three days. When they finally replied  they indicated that the person that had my gun (yes, they shipped  it to another person) now had shipped it back to CZ and I should get mine the week of 12-12.  I replied that I wanted to  be sure that they inspected the gun first, and t hey assured me they would.

Today Fed Ex delivered my gun...and yes, the serial number was correct.  One month after it was originally sent.

I had asked that I be reimbursed some $40+ that I incurred in shipping to them in the first placem and for the $35 I had to pay a local gunsmith to install the part they sent (that did not fix the problem.)

In looking at the package that came back, it appears that CZ did the following repairs: (1) recut the magazine catch;  (2) replaced the stock factory guide rod with a full length stainless guide rod; replaced the barrel busing (not sure why); polished the feed ramp to mirror surface; and, included a new additional magazine.  I suspect they also replaced the recoil spring, although they did not include the old with the returned gun.

I tried just six shots (near blizzard here today) and the mag did not disconnect. Hollowpoints still did not feed reliably.

I also examined the exterior of the gun and found two deep scratches in the finish that were not there before. I suspect this happened while the gun was in the "other" person's possession, but it is disappointing that they did not repair those as it was their responsibility.

So, the grade is at best a "C-". The pro side is that the mag disconnect seems solved; they did provide some upgrades and a new magazine; the con side is that they lost the gun and did not reply to e-mails in a timely manner; it came back with a marred finish and still does not feed hollow points reliably;, and it included no letter or other explanation of what was done other than the mag catch.

Of course things can happen to anyone and any company. Perfection is a goal that is often not attained.  But, I just cannot forget a company losing a gun, and then sending it back with a marred finish...regardless of  how good the gun may be for others (and perhaps even for me).  Once burned, I won't venture back...it will be a long time before I can recommend CZ again.  I know that many here are very happy with their models.  I envy that!  Perhaps after a few 1000 reliable rounds I will rethink this; but, today I am a very unhappy CZ'er.

[Walt-Sherrill]

And I think that anyone here who had been through this experience would feel the same way.

You'd be nuts NOT to feel that way.

Sorry it happened.  It shouldn'tve happened.

[Lazarus]

Bad Show for CZ!  I think this story is adequate enough reason to discontinue any association of this forum with CZ-USA.

With regards to your hollowpoint feed problem: this has been noted by very many people on the forum and communicated to CZ many times.  It is not a matter of how shiny the feed ramp is! The factory barrel ramp has been intentionally curved, even though years of experience with feed ramps has shown that a curved feed ramp just doesn't work.  If you have a Dremel or Fordham tool, the ramp should be gently straightened.  Another way to do it is to use a 9mm case with 320 grit wet/dry wrapped around it.  Slowly sand away at the top of the hump until it is straight.  Then it will feed hollowpoints.

-Lazarus

[wanderlust005]

I second it sir Walts.

Do Cz have a reputation of realibility (this might be an isolated incident) for after sales service, much like the one that needed the same kind of attention as posted here... to be specific, a company service where the gun owner will have to ship his gun?

Maybe it will be best if we start giving feedbacks here about CZ's after sales service.

A public service also for CZ the company many of us here loves (including me) to better their services

[Walt-Sherrill]

CZ's reputation for products and service is generally quite good, but we get sporadic tales of bad stories and bad experiences -- and evidence of a continuing lack of CZ attention to matters like those cited by Lazarus.

Springs, feedramps, and mags catches (in the 97B) seem to be the most frequently heard areas of irritation.

CZs are good, but they're not perfect.  

Its a shame, too, as they have wonderful potential and it would only take a few minor tweaks to change a very good line of guns into a GREAT line of guns.

This forum really doesn't have any connection to CZ-USA.  (Individual CZ-USA employees help with the Community Chest, from their own pockets, from time to time, as do our many members, but that's about it.)

[mshumate99]

The only interaction I have had with CZ was a good one.  I had purchased my CZ in 1997 from a shop near Columbus Ohio who sold it as "basically new".  What this meant in this case was the gun had been bought a couple months earlier and the person didnt like the grip width and brought it back and traded it for a 75b.  So I got a good deal and a sweet gun.  Until I started putting rounds through it. About once or twice a clip I would pull the trigger and nothing would happen.  No hammer fall, nothing.  I could pull as hard as I wanted and the trigger would come back and stop like it was on safety.  

Well after talking with Mike at CZ-usa I sent it to them for repairs.  After a couple weeks of waiting I called them and got lucky enough to talk to Mike again on the phone.  He had looked at it and it seems the previous owner had tried to do a trigger job on it but had botched it.  

Free of charge Mike put it all back to factory spec "he may have done a little extra because it came back smooth as glass" and shipped it to me.  

I was out my gun for about 2 months total but as far as service I was very impressed.

Mitch

[phorvick]

I received a very nasty e-mail from someone that had seen this thread.  Accusing me of being classless and bashing a product that has a stellar reputation, and that I should be thankful that after "just a month" that I had things working again at no charge etc.

First, I don't appreciate harassing e-mail.

Next, I am not bashing CZ.  My 75B SA model is a terrific shooter (well, so far), and I think the 97B is a beautiful gun that has been very very fun to shoot.

Actually, it is interesting what bothers me the most about this recent experience.  It is not so much that they shipped me the wrong gun.  I do understand what likely happened, and no one is perfect and at times we make mistakes.  It was a big mistake, but not in the "inexcusable" realm.

What burns my butt is that the gun came back with two deep scratches that were obvious to see had they truly inspected the gun.  I don't know if they log any such defect when a gun comes to them, so I can't say that they knew it happened in their possession, but I would have expected them to at least ask, or perhaps just take care of it for good customer relations.

Also, I am not at all happy about being ignored by CZ.  I have requested a refund of some costs three times in writing, and never once has this even been acknowledged.  At the very least, a customer deserves the courtesy of a response.

I have no reason to suspect that Mike did not do a good..even great job.  He is not in charge of design changes and only can work with what CZ provides.

I am not mad, I am not bashing CZ.  I am a very disappointed customer that does feel that the service could and should have been better...substantially better.

Of course, YMMV.

In that same nasty e-mail I was lectured that "all gun companies have problems".  I am sure that is true.  No manufacturer is 100% perfect.  What separates them from each other is how they handle a problem.  As of today, CZ has left a sour taste in my mouth.  I don't blame Mike, or the USA facility.  I also am a cheap Norwegian that does not relish a $500+ product being shipped around the country to someone else and then getting it back after a month with surface flaws.

I'll stop now with the "bashing".  Assuming that the mag disconnect problem is resolved (and that is not all that clear yet, although it seems that it is fixed), I will still have an (almost) beautiful gun and I can do a little surface work myself to pretty it up to its glory.  It will likely stay in the home arsenal unless some other problems develop.

Thanks to all here that have offered guidance, and to the person that sent an unsigned e-mail ...well, have a nice day.

[gldP01]

You have every right to complain about your experience.  That is what these forums are about.  Share your experience, let CZ (if they care) read it, and allow us fellow CZers to learn from your experience.  I appreciate your sharing.  It doesn't effect my purchase decision, just makes me wiser.

It's too bad someone doesn't have the guts to sign an e-mail.  Maybe this person designed the 97 him/herself.  I never understand people getting bent out of shape about products.  I don't care what you buy, if it's manufactured, there is going to be a bad one here and there.  

I personally feel the gun should be replaced at this point.  But what do I know.

In dealing with the coward with the unsigned e-mail  I say:
Support bacteria, it's the only culture some people have.

[Walt-Sherrill]

Quote:I received a very nasty e-mail from someone that had seen this thread.

For some reason, some men (it doesn't seem to be a problem with women) take their choice of guns very personally.  I assume that they come to view their weapon as an extension of their nether member, and an attack on a similar gun is an attack on their manhood.

You've got valid complaints.

The emailer in question needs to get a life.

[mshumate99]

I agree that CZ should do something for you to compensate your lost time and the scratches on the gun.  Actually at this point I think a new gun is a reasonable request.  They should ship a replacement to the FFL you bought it from.  The FFL can RMA the original one back to the factory.

Also, ignore the person sending nasty emails.  Big mouth=small mind in almost every case.

Mitch.

[atblis]

I've talked to CZ-USA a couple of times on the phone.

They definitely give me the impression that they do not have their sh*t together.

I am just happy the're no where near as bad as EAA.

Considering how bad they f'd up, they should've given you at least two free mags.

[BRASMAN]

If it was not my only pistol the time would not have bothered me since they did the other upgrades but the scratches would bother me especialy since they said they would inspect it.

[Boricua]

I have had my run around with CZ-USA but in the end they did do it right.  The last time they sent me a new 97B all together.  I am working it out with no problems at all.  So in the end getting a good product is what is important to me.  Sometimes we have to sqweak a lot to get some oil.

[woodchip]

Well, on the plus side I am now into the 4th year of shooting on a league and all I use is the 97b. I do so as I carry the 97 on a daily basis. The pistoli is nearing the 5,000 round mark and never a problem with the mag, handle screws or any other thing except a broken barrel bushing that Mike replaced for free. The only time I have problems is when I go more than 300 rounds and have not cleaned the 97 properly. Mags get dirty then and don't feed the ammo properly. Just thought I'd give the bright side of the equation.
Oh and I'm shooting #6 out of about 24 people on the league

[phorvick]

Just one last update post here (unless things change later). On the 13th I also sent a detailed e-mail to the contact person that had been corresponding with me from CZ on the mis-shipped gun issue.

In this e-mail I thanked them for the apparent upgrades (and also asked a few questions about the upgrade; i.e., they changed the recoil rod, did they also change the spring).

I also mentioned the deep scratches and expressed (tactfully) my disappointment with that.  I also indicated that I was not suggesting that they scratched the gun, but that it was their responsibility as it was in their possession etc.  In the e-mail I did not ask, suggest, hint, demand etc. anything in return. (I was not asking for finish repair etc...just expressing disappointment.)

I must confess that at the very least I expected some reply...perhaps an answer to my questions, or even some type of apology.  I got nothing...no reply...nothing.

To me this "says" a lot.

Additional updates should any come from CZ.

(Yes, of course I could call them.  I am not interested in doing that as they have been corresponding via e-mail and I do think that it is their responsibility to contact me once they were made aware of the scratches etc.)