Remington Customer Service Props

As noted previously, there's one facet of my Remington Versa Max shotgun that I'm not all that happy with. The forend is loose and "floats". I had always assumed it was a part of the design of the gun. By floating it, there's room for expansion when the gun heats up. But it's annoying and weird. Especially when I pick up my buddy's nice, tight Beretta Xtrema.

On Saturday, my companion in the duck blind notices this and says, "Hey, is your forend loose?" I tell him it's been like that since day one and I think it was designed that way. My other buddy alos offers, "Wow, that's weird." Crap. And I had just made peace with this feature as somehow "normal" even though it bugs the shit out of me and always has.

Earlier this week I find myself at Cabelas, so I lay my hands on three different Versa's (one new, two in the used rack). Hmmmmm. All nice and tight. Like they should be. This simultaneously validates and frustrates me. But it gives me hope that maybe I can get this gun, which I basically like, to perfection.

After digging out my paperwork (damn, I'm just out of warranty), I call Remington's customer service. Rep on the line is very knowledgeable and confirms that yes, they have redesigned that part. And even though I'm out of warranty, they'll send me a new one at no charge. He puts me on hold to do some paperwork. In the meantime, I decide to ask if there are any other significant updated parts and can I please get those, too?

When the rep returns to the line, he confirms my order, as well as a few other parts that have been upgraded and he will also be sending me.

This is a key element of brand loyalty - standing behind your products without question. Even in the most elite precision manufactured products (got any friends who own high-end European sports cars?), mistakes happen. Engineering changes are made to solve problems discovered in real-world use. Remington would have been fully within their rights to say, "You're out of warranty, so we'll have to charge you." But, they didn't. Pretty damn cool. Kudos to Remington.

-Sean-