[RHelton10]

I need to vent. I've been a long time fan of Kel-tec's rifle platforms and have owned over 7 sub2000's through the years with no issues. I recently purchased a Gen 2 Sub2k in the Beretta 92 mag variety and the first time shooting it at the range it was hitting 8-10" low at 35 feet. No matter how low I adjusted the front sight, there was no way I could get it aligned for that point of impact. I contacted Kel-tec and after being on hold for 1 hour 19 mins (not exaggerating) was told to send it back for repair. 2 weeks later I follow up and I'm being told average repair time is 4-5 weeks. Are you kidding me?? I'm patient but I expect a little quicker service when I'm returning a brand new gun for repair that left the factory broken.

Very disappointed in Kel-tec on this one.

 

[H2OMAN]

I would say 4-5 weeks is an honest answer to your question.
My CMR-30 was @ KT for a full month, and I fully expect that
my S2K will be in their capable hands for at least a month.

 

[RHelton10]

I would say 4-5 weeks is an honest answer to your question.
My CMR-30 was @ KT for a full month, and I fully expect that
my S2K will be in their capable hands for at least a month.

I believe they were being honesty, I'm just saying that I think it's ridiculous. For a company to have a 4-5 week turnaround time on repairs, there's something seriously wrong somewhere within the company. I mean, 35 days...think about that.

Either they do not have enough people working on repairs, or (and this is more of my concern) they have way too many guns leaving the factory in subpar quality that are requiring repairs. Either way, a company serious about protecting their reputation would find a fix. Hire and train more people, or put better quality controls in place before it leaves the warehouse.

Nothing pisses me off more than to buy something brand new and then have to wait up to or over a month to get it back because it was made poorly. I mean, they've already been paid for their product. The company I got it from has been paid. I'm the one sitting here with no money and no product. So yeah, I'm not very happy.

Ok, rant over.

 

[RHelton10]

Ok I do have a bit of an update. I opened a ticket on Kel-tec's website and it was reviewed pretty quickly. I guess they could tell that I was pretty upset in the message that I left on the ticket and a rep contacted me by phone and said he was put it in as a priority repair being that it was a new gun. I'll update you guys on how long it actually takes to get it back, but wanted anyone else having this issue to know that contacting them via the ticket system on their website is much quicker than a phone call.

 

[haugrdr]

Nick at Kel Tec (Customer Service Rep) Told me when I was out there last week...they are moving away from a phone call based repair and ordering system. They are moving everything to a webstore based system. You make a ticket and they'll contact you thru a PM or "instant chat." Or you purchase what items you want thru the webstore.

They are dropping doing business by phone. The reason given to me is like this: the reps can service up to 8 "tickets" at a time...where going by phone they could only work with one at a time.

 

[MarkCO]

I also heard they are working at speeding up their repair process. I know that I can address a customer concern via email in about 3-5 minutes and it is typically 15 minutes on a phone call.

 

[H2OMAN]

Ok I do have a bit of an update. I opened a ticket on Kel-tec's website and it was reviewed pretty quickly. I guess they could tell that I was pretty upset in the message that I left on the ticket and a rep contacted me by phone and said he was put it in as a priority repair being that it was a new gun. I'll update you guys on how long it actually takes to get it back, but wanted anyone else having this issue to know that contacting them via the ticket system on their website is much quicker than a phone call.

Nick at Kel Tec (Customer Service Rep) Told me when I was out there last week...they are moving away from a phone call based repair and ordering system. They are moving everything to a webstore based system. You make a ticket and they'll contact you thru a PM or "instant chat." Or you purchase what items you want thru the webstore.

They are dropping doing business by phone. The reason given to me is like this: the reps can service up to 8 "tickets" at a time...where going by phone they could only work with one at a time.

Yes.

Their new web site Customer Service Ticket system is very fast, I like it.

 

[Junkie]

How long does it tend to take to get a response?

 

[haugrdr]

How long does it tend to take to get a response?

I dunno, haven't had to try it yet. You go first.

No...you.

Yup...you're it.

Let Mikey do it!

Nope, it's up to you...and report back.

 

[H2OMAN]

The same, or very next business day.

 

[Junkie]

I sent one yesterday around 7:30am pacific time so I already tried, was just curious.