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Customer service (repair)

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BullsEye1911

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Hello everyone. Although I’m newly registered here I’ve been on the forum as a guest with a lot of reading and been a Springfield armory guy for a long long time. I personally own 12 different SA pistols and 3 rifles but love the quality and Every day use at the local gun club and I have 2 prodigy’s (1 comp’d and 1 non comp’d) both handle any bullets I load into it, and seems to do even better with the jacked up ammo like hollow points or buffalo bore type ammo. I do a lot of steel plate shooting 50-75 yards at times. All of my SA pistols and rifles have been great out of the box with MINOR tuning here and there, but let’s face it that’s what makes it fun and any excuse to “dial it in” is a good leave me alone day at the range for some self thinking fun and shooting. However I recently got a Springfield garrison 9mm. I already had the 45acp and loved it so much I got the same gun but in 9mm, first magazine I got off 8 of 10 factory ammo. (Winchester) 115g. Checked out the 2 that didn’t fire one had the slightest dot where the fire pin touched it but not enough depth to ignite, So I then Put the 2 unfired back in the magazine and POP POP both ent off. Ok……… new gun break in no big deal. Well………. This was happening more and more it eventually got down to 6 of 10 fired and finally after 5 of 10 fired I realized something is internal. I field stripped it and removed the firepin, Didn’t see any restrictions, I pressed the safety release and allowed the firepin to push out fully to see for myself it was pushing all the way out and not getting stuck on anything. Seemed to work perfectly. After a good inspection and cleaning it went back together and 9 rounds in a row bang, bang, bang perfectly. Just when I smiled and was happy my new machine was working, CLICK and nothing. Not even a soft fire pin hit. So instead of pulling my hair out to figure out the problem I called SA customer service and they were very helpful in getting me a shipping label and I sent the firearm back the next day. They’ve had it for a little over a week now and I’m being patient I understand they are a big company and busy but I had a couple questions. Any one else have this issue? If so how long did it take them to fix it and get it back? I shoot weekly bullseye in a certified pistol match weekly and this is/was my new bullseye gun. Having spent close to $900 for a paper weight (at the moment) bothers me like it would anyone else. I understand there are $5000 guns out there, I understand this isn’t one of them but regardless of the price or quality all I want is something that works Everytime I need it to. Any help or feedback would be great

Also I know your all thinking and going to ask YES I did use 5 different types of ammo to test the firearm and make sure it wasn’t just the ammo causing this issue
This is the ammo I used with the same results

Winchester 115g and 124g
Remington 124g hollow points (SDR)
Hornady self defense
And CCI 124g target.

Same results with all the ammo.
 
While I’ve not sent anything to Springfield, I have sent guns to Dan Wesson (when it was really Dan Wesson, not CZ) and Wilson, and DW was about a month, while Wilson was about 3 months, though I did ask for a refinish. So a week doesn’t seem that long.

You didn’t mention, I don’t think, whether you disassembled, cleaned and lubricated before first range trip. I did see you did that later and fired some rounds without issue, though you didn’t clearly state how many rounds you fired after that before it failed again. I do doubt lubrication is the issue as it sounds like light (or no) strikes, almost like the firing pin is too short. I’ve no doubt Springfield will make it right. Seems you have lots of others to hit the range with, so maybe enjoy those and give it a couple weeks? Can’t think of one single production gun manufacturer that has a 100%, never had to fix any gun, reputation. I know it sucks to get one of those (as I mentioned above), and I’m sure others will tell you they’ve never had an issue with their Garrison - those folks tick me off too 😂. FWIW, DW had put the wrong caliber link in my Guardian, and also had to recut and polish the ramp (it was a .38S). So even those with stellar reputations sometimes have QC issues. I’m happy as long as they make it right and at their expense!

I have an Emissary and a TRP, but both are .45 and I’ve had no issues. Hellion and Kuna too, so I’ve had great luck with Springfield.
 
Welcome from Northern Illinois..
Wishing you good luck, my only experience with customer service is when I bought a brand new Springfield Range Officer Operator and the magazines looked really old.
An e-mail with pictures I had new mags in two weeks.
IMG_20171223_140128860.jpg
 
I never really dealt with the mothership but have gone by it a lot going to Iowa. All I know is they take forever to deal with emails. Otherwise they been good.


Also welcome to the forum from north central Illinois where I’m an hour away from the mothership.
 
First off I wanted to say thank you to everyone that helped me out on this forum. I had so many people reach out. I kind of had an idea that it was gonna be a fire pin related issue but figuring the gun was brand new. I didn’t wanna take it apart sending it back with effortless and painless. Springfield really does a good job with their customers. They providing a shipping label clear instructions and I just wanted to update the post. They had my Gun for a total of two weeks. I took it to the range yesterday and fired nine different types of 9 mm ammo and I’m pleased to say that after 250 rounds, not one failure I understand when you make a product in bulk that not everyone is going to be perfect however I wanted to thank you for making my issue a priority. I have been a customer of Springfield for a long time and after the Customer Service that I had received, I will continue to be and I would also like to get credit or credit is due.
 
BullsEye1911 said:
First off I wanted to say thank you to everyone that helped me out on this forum. I had so many people reach out. I kind of had an idea that it was gonna be a fire pin related issue but figuring the gun was brand new. I didn’t wanna take it apart sending it back with effortless and painless. Springfield really does a good job with their customers. They providing a shipping label clear instructions and I just wanted to update the post. They had my Gun for a total of two weeks. I took it to the range yesterday and fired nine different types of 9 mm ammo and I’m pleased to say that after 250 rounds, not one failure I understand when you make a product in bulk that not everyone is going to be perfect however I wanted to thank you for making my issue a priority. I have been a customer of Springfield for a long time and after the Customer Service that I had received, I will continue to be and I would also like to get credit or credit is due.
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Good news! But what did they say the problem was? Springs? Crud in the innards?
 
HayesGreener said:
Good news! But what did they say the problem was? Springs? Crud in the innards?
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My apologies I wanted to get on and give them praise and completely forgot to say what was wrong with it. They replaced the firing pin so I’m guessing either there was something wrong with it or perhaps the end wasn’t spec out the length. They adjusted the hammer and sear and refit the barrel. Once I got the gun back. I inspected it and looked deep to see and it almost looks like the feed ramp was polished a little bit and replacing the fire pin made perfect sense because it was getting very weak strikes or no strikes at all. I wouldn’t be surprised if there was some kind of metal or restriction inside the canal of the fire pin normally I would’ve taken it apart myself and diagnosed it but because it was brand spanking new I felt as if those Springfield should handle it.
 
BullsEye1911 said:
Thank you. It was a small bump on the road of life. I wish it came out of the box this good but you can’t win them all. However I’m a winner now! 😂
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i had an issue with a (to me) beautiful Kimber..

i called them, spoke to an excellent agent, mailed it to them, got it back in 1 week...yes...1 week

we can all be very thankful for GREAT customer service from "some" companies....!!!!!!
 
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