ComplaintsforThompson/Center Arms

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I returned a T/C rifle to the factory for a factory recall of safety mechanism. Upon return, the safety was nearly inoperably stiff and very LOUD. T/C accepted the rifle back for repair two additional times, with my explicit verbal and written complaint. the safety became nearly acceptable (though still VERY stiff) to manipulate, but remains unacceptably loud. I explained that this WAS a designated deer hunting rifle, and is now essentially useless to me, as a deer could likely hear the safety at 100 yards or more. There is no way to "ease" the safety off without a loud "clack". Their final response was that the "rifle meets our manufacturing standards". I have directly mailed letters to the President, VP, General Manager, and Customer Service Manager, on or about July 27th, and have heard no response. My request is that T/C return the rifle to me in as useful a condition as they initially received it.

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/08/20) */ We have communicated with the customer on several occasions concerning the repair. The below is our response for case: We apologize that we cannot meet your expectations. The trigger has been replaced for you several times. The rifle does meet our manufacturing specifications. There will be an audible click on this part. We have fulfilled the Smith & Wesson Lifetime Service Policy. Consumer Response /* (3000, 7, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is unacceptable, as it still leaves me with a firearm that is no longer useful for it's intended purpose, as it was before the repair for the factory recall. It is unbelievable that a firearm factory like T/C (Smith and Wesson) can't modify this trigger/safety mechanism to be reasonably quiet. It would appear to me to simply be a bad design to replace a faulty original mechanism, that Thompson Center/Smith and Wesson won't acknowledge. In any case, T/C seems to have stuffed me with a firearm that I will have to try and sell, and replace with a better quality firearm manufactured by a different company. I find their terse repetition of a response the antithesis of good customer service, and have no intention of purchasing any more Thompson Center (or Smith and Wesson) products again Business Response /* (4000, 9, 2021/08/30) */ We have fulfilled the Smith & Wesson Lifetime Service Policy. The firearm is within our manufacturing specifications. We consider this matter closed.

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