ComplaintsforIwi Us, Inc

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a new IWI *********** pistol purchased 02/02/2023 in Georgia and something has broken inside and after around 100 rounds it will no longer fire. I think its the firing pin broke or is malfunctioning. I emailed IWI US , located at *******************************, Middletown, Pa ***********, phone ************, fax ************, and told them and they emailed me a return request form to complete in order to get it repaired. I started completing it and the form has a place for my credit card information and they require an owners credit card information before they will allow it to be returned for repairs. So, I called today and spoke with **** at extension * for customer service, and he said it is required. I explained that I am an avid gun collector its an expansive collection and that I had to return a gun fir warranty service to three other gun manufacturers and none of them required the credit card for warranty work. He said they don't make exceptions and I think this is an unfair, and possibly an unlawful practice, to withhold warranty repairs for owners of their products which they readily admit is under warranty, without obtaining credit card information. I asked if he had to give his card info up front when he took his vehicle in for warranty work? Of course, he never answered because he obviously doesn’t. Can you look into this, please? If they are denying warranty service to me by trying to extort my credit card information from me, I'm sure they are doing it to everyone

  Business response

  07/11/2023

  This letter is in response to complaint ********-*****
  
  We received the above referenced complaint and have reviewed with our internal team. The web-based form that the customer is referring to is used for both Warranty and Non-Warranty return requests. The form requires the input of a credit/debit card for any submission. The credit card information is securely retained as a customer preferred payment method in the event of any required charges for their requested work. When a firearm arrives at the facility for repairs our gunsmiths will review the firearm to determine repairs required and if these repairs are covered under warranty. At this time, the customer will be contacted if repairs are determined to not be covered under warranty to discuss charges and options. This process is explained when submitting an item for warranty repair:
  
  There is no charge for warranty repair.
  
  Please ensure you have filled out the warranty registration form and understand what qualifies as a warranty issue. Please see our warranty terms & conditions page here. If you are unsure if your repair is covered under warranty or if you have any questions, please contact us here. You must send us your complete firearm and confirm it is unloaded before shipping.
  
  We will contact you with a return shipping label in a separate email. There is no charge for warranty repair. However if it is determined your return is not covered by our warranty we will contact you to inform you what the cost will be before any work is completed to request approval for the work/cost. All firearms require an adult signature when sent back.
  
  There is no charge for shipping and handling. However if your return is deemed a non-warranty return there will be a flat $25 charge added for shipping and handling, plus sales tax where applicable. Additional shipping charges may apply to Alaska, Hawaii and the U.S. Territories. We will confirm the cost before you send your firearm back. Also if we receive a firearm in a personal case or bag, it will be shipped back to you separately and will incur an additional shipping fee.
  
  While the vast majority of warranty returns result in no charges to the customer for shipping, parts, and/or labor; we ask in good faith for the card to be on file in the rare event that a customers return does not fall within the confines of the warranty policy due either to the omission of relevant details or the failure to disclose the existence of factors resulting in product misuse, modification, or neglect for these circumstances will impact the product warranty. 
  
  Relating to the complaint in questions we have contacted the customer and provided the following options to resolve the issue. We have offered to send new replacement parts under warranty for their product which they could install themselves if comfortable doing so, or we would manually generate a firearm return (RMA) for the customer to process the warranty repair without the use of the web form requiring credit card info. We are doing this as a one-time courtesy to satisfy the customer’s needs and offer the most expedient resolution. The customer chose to have the RMA processed and the product returned for repair. The return process was then initiated immediately.    

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