I placed an order that I got in last week with a wrong part and I have been having a hell of a time to get my issue resolved. I paid for (amongst other things) an adjustable mocro gas block @ $110 an got a non-adjustable micro gas block @ $30.

I sent an email on Sunday to explain the error.

Late Monday morning I ended up calling to find out if someone had received the email and I was directed to leave a voice mail and I would be contacted shortly. I left a voicemail as directed and waited. Later in the afternoon I called back and was told the only person that could do something about it was unable to be reached and to call back the next day.

Tuesday I call back and Miles from CS tells me that he will set up an RMA. I get the RMA in an email and was told the shipping label would come in a later email around 5PM. 5PM came and went and no shipping label.

I send an email on Wednesday asking what happened and I get the following explination from Miles; "I’m sorry Charley, my software was acting up as I sent you the call tag. I will try again today."

So, I wait and nothing comes in. I send another email to both Miles and Paul the COO at 8PM Wednesday.

It is now Thursday morning and no one has responded to me. Can someone please let me know what I have to do to get what I paid for?

Well an hour after making this posting I FINALLY got a shipping label emailed to me. Rather upset that this couldn't have been done 3 days ago.

The box is on the dock waiting for pickup. I hope the rest of this goes as planned. I will keep this post updated as this progresses.

Tracking info from the order;

"Delivered On:
Tuesday, 05/15/2012 at 9:45 A.M.
Left At:
Receiver
Signed By:
BYRD "

Called today and asked for Miles. Miles stated that the RMA was on his desk and the part "should ship out today".

Here's to hoping.

The gas block came in today. I am happy to have that. However it came in WITHOUT the stainless steel roll pin as advertised!

So, now I am sending another email and have to contact them tomorrow to make sure someone is dealing with this and ask to have that overnighted as well. Honestly, I think you guys need to get your act together. This has gotten beyond acceptable. I went with your company because of your dedication to making sure that your manufacturers are keeping to tight tolerances, however it seems that you are unable to keep your own house in order as a result.

I don't know why I have to watchdog a simple order to make sure I ma getting what you are advertising and I paid for.

I know you're frustrated man, I even got something that wasn't what I ordered but ST was quick with a prepaid shipping label and I sent it out.. Be patient, fuck ups happen everywhere and to everyone by anyone.. They can ship you out a roll pin and you will have in a few days..

Sent from my Commodore 64..
READY.
load"*", 8,1

The initial mistake was understandable. but 4 days to get the shipping label after several poor excuses and failure to reach the right person. Then when they fix the RMA and send the correct part, there is an issue where I didn't get everything on shipment #2?! This is a long comedy of errors that is getting old.

I accept mistakes happen, and can be forgiving for them. But this is getting old.

The roll pin is small enough to get lost in the shipping process or maybe they thought you already had one from the original order even though you got the wrong piece.. Either way, I'm sure they can get it out quickly enough that you should get by weeks end..

Sent from my Commodore 64..
READY.
load"*", 8,1

Their parts come sealed in plastic bags. The roll pin isn't in the bag. I haven't even wanted to open the bag for the reason of being told that _I_ lost the pin. I wouldn't have opened the origional bag because it wasn't the right one, so I didn't want to compromise the RMA for that reason, so no reason for me to have the roll pin.

It is an inexpensive part, and I agree and a small matter if it was the only problem I had. But this is something that is being added on to an already bad customer experience.

The bottom line here is the fact that I am having to keep chasing down a simple purchase. I wanted to use Spikes as a parts dealer because of their reputation of only accepting the best product from their manufacturers. And my beef isn't with the product. It is with the lack of basic functionality within the customer relations department. I might not even have been so upset if I hadn't had the 4 day ordeal of getting the origional RMA handled.

I didn't want to use this as a "Spikes sucks" thread, because I think their product is of quality but I am a frusterated customer due to a customer relations problem and am hoping that this gets back to someone there that may want to know of a poor customer experience and how they can prevent the little things becoming a larger issue in the future.

I understand, believe me, I DO understand.. I'm sure they are swamped with orders and trying to get things out.. Hell, if I didn't call about my order still being in colorfill, I probably still be waiting..

Short of the ridiculous wait times, I'm overall happy with Spikes, both with product and customer service.. I was always spoken to professionally and they did follow up with my concerns if they didn't have an answer..

I shot an email about the wrong part I got and I had a return shipping label by the end of the next day..

Nobody wants wrong missing parts especially when they already have been waiting what seems to be an eternity to get what they paid for.. All I'm saying is just be a little more forgiving..

Hope it works out.

Sent from my Commodore 64..
READY.
load"*", 8,1

I got a call today from Miles in customer service. He is overnighting me the roll pin along with a free t-shirt for my trouble. When it arrives I will update.

Wow what do you get when your passed over 8 weeks past due date ? A NEW RIFLE ! Not ! But a extra mag and a tee shirt would be nice

The roll pin (2) arrived yesterday along with the t-shirt. I am glad this was able to be resolved and thank Miles and Spikes Tactical for bringing this to a close.

I just wanted to make the point that small issues by themselves are easily overcome, but when the stack on top of each other they grow in weight. I plan to keep using Spikes as a vendor for my AR needs, but I would ask that steps are put in place to make product delivery and customer service to the same standards that they hold their manufacturers to.

Thank you
Ripsnortr