Back in early 2000 it took them about 3 weeks to replace my faulty G26 recoil spring assembly.

 

Around the first of this year, I ordered a .357SIG barrel for my G22. It took about 5-6 weeks for the new bbl. to be sent to me. It was well worth the wait, however, as the accuracy of my .357SIG reloads using the G31 bbl. is/was outstanding.

As a footnote, the people at Glock, Inc. (Smyrna, GA) did NOT seem to want to help me all that much. The people I spoke with there seemed almost burnt out. (I needed to call CZ-USA out in Kansas City, KS, a few years back, and got to actually talk to their chief gunsmith, several times, which impressed me a lot).

AK

 

Thanks fellas.

Arnold Kuhl, I've heard many people say that about Glock... They make it seem like you're in the way. I haven't had to call them yet, so I don't know.

 

Yes, I felt as if they felt that I was "getting in the way." I asked why I never received word from them as to whether or not they received my order, and I was told that "Glock, Inc. doesn't do emails."

EVERY OTHER mail-order house I've ever used has ALWAYS sent me some form of acknowledgement, usually an email, telling me they've received my order, and usually about how long it would take for me to receive the item(s) I ordered. But not GLOCK! Personally, I think this is a lousy way to do business. So the "getting in the way" attitude, combined with no acknowledgement of my order, makes me somewhat disenamored about doing business with them. Yes, the .357SIG bbl. has so far performed quite well. But the customer service component is sorely lacking. Try calling Cabela's or L.L. Bean sometime. The attention they pay to the customer is a model to which every other company should aspire!

AK

 

Yes, I felt as if they felt that I was "getting in the way." I asked why I never received word from them as to whether or not they received my order, and I was told that "Glock, Inc. doesn't do emails."

EVERY OTHER mail-order house I've ever used has ALWAYS sent me some form of acknowledgement, usually an email, telling me they've received my order, and usually about how long it would take for me to receive the item(s) I ordered. But not GLOCK! Personally, I think this is a lousy way to do business. So the "getting in the way" attitude, combined with no acknowledgement of my order, makes me somewhat disenamored about doing business with them. Yes, the .357SIG bbl. has so far performed quite well. But the customer service component is sorely lacking. Try calling Cabela's or L.L. Bean sometime. The attention they pay to the customer is a model to which every other company should aspire!

AK

I hate when good companies have less-than-good CS.

 

As an armorer, I routinely order multi-thousand dollar parts orders from Glock. I never get any acknowledgement whatsoever that the order has been received or when it will be sent out. (I learned to get delivery confirmation from the post office to make sure the order was received.)

Unless they cleared up their back orders recently, orders are taking 7-9 weeks to ship.

What parts I have in stock, I ship next day. There's no excuse for long delays or non-responsiveness. If your customer service staff are overwhelmed, hire more people - it's not as though Glock Inc. is short of cash.

 

GLOCK Certified Armorer, so I order directly from GLOCK in Smyrna GA.

Ordered a .357SIG barrel on 03/14 and received via USPS on 04/22. Not bad.

During the 5yrs I've been ordering, they do not acknowledge receipt of orders.

Right now, they're kinda busy, I hear. Like maybe several hundred thousand units on order plus, I guess, normal shipment of parts to law enforcement armorers.

 

Took about 2 weeks for my mags and +2 extensions to arrive


Posted using Outdoor Hub Campfire

 

Faxed my order in on April 5. Card was hit on April 18. Still waiting.:yawn:

 

Yes, I felt as if they felt that I was "getting in the way." I asked why I never received word from them as to whether or not they received my order, and I was told that "Glock, Inc. doesn't do emails."

EVERY OTHER mail-order house I've ever used has ALWAYS sent me some form of acknowledgement, usually an email, telling me they've received my order, and usually about how long it would take for me to receive the item(s) I ordered. But not GLOCK! Personally, I think this is a lousy way to do business.

AK

Glock isn't set up as a retail mail order business, or even close. If they were, they would have an actual e-commerce website. They don't care if you order directly from them or not, and most-probably wish that you and the general public wouldn't. THEY ACKNOWLEDGE NOTHING!! Not armorer's orders, not gun receipts, not GSSF gun orders, not GSSF match registrations - NOTHING, EVER! IF you have the name and direct extension or the cell #, or direct e-mail address of an actual person, you may get some satisfaction. But then, it may not be the answer you want.

I have received complete $1000+ armorer orders in less than a week, but some orders have been shipped with partial fulfillment over a 2-3 month period.

 

...If your customer service staff are overwhelmed, hire more people - it's not as though Glock Inc. is short of cash.

That's ridiculous. Where will you house these staff? How and who will train them? Then what do you do with them when this all blows over?

Glock has some inherent problems with some of their 'systems' - the biggest shortcoming being the lack of e-commerce sights to accept parts orders and GSSF gun orders and registration. That in itself would relieve the burden of several thousand man-hours and make for more satisfied customers everywhere.

 

My backstraps came in 3 days.

Sent from my ADR6350 using Tapatalk 2

 

My backstraps came in 3 days.

Sent from my ADR6350 using Tapatalk 2

Damn dude, how long ago was that?

It's been 1 week since I ordered mine. Hopefully they'll be here soon... I expected about a month of waiting, so I'm not looking for them any time soon, though.

 

That's ridiculous. Where will you house these staff? How and who will train them? Then what do you do with them when this all blows over?

What does any business do? In a high demand situation, you rent a space, install phones and computers, and go to a temp service for workers. The front end stuff can be mostly all low skilled positions: acknowledging orders, charging credit cards, putting the processed orders into the warehouse for shipment. Anyone with any call center experience can learn to do that in a few days. Warehouse parts pickers and order checkers require some minor gun skills. Box packers do not. Use your experienced workers where needed and hire new temp people to box up and ship.

With a million-odd back orders for Glock pistols, this situation is not going to resolve itself very soon. Most of those positions can be converted to permanent jobs. I have been in the Glock parts e-commerce business for 6 years now, Glock has never taken less than a month for my orders - even in the slowest of times. Amazon ships multi-thousands of orders a day. They do not need 6 weeks to think about it first.

 

Amazon's business model has been different fom the get-go; they were developed as a fulfillment company. Amazon has distribution centers all over the country and world. As long as Glock's front end isn't a e-commerce site, they will never have better than a second-class distribution approach. In addition, Glock would have to decide where their front-line people are required within the scheme as certain one-on-one customer/factory rep interaction still exists (and is still needed) at Glock and there can easlily be liability issues.

 

Been 3 weeks... getting antsy.

 

I mailed my last order 4/12/13. USPS Tracking showed it arrived at Glock 4/15/13.

I got a phone call last Thursday 5/2/13 from Glock. I had asked for a rush order and had paid for overnight Fed-Ex shipment. She said; "My order had just arrived in the mail and that Glock (as of last month) was no longer offering faster shipment or airmail delivery. Would I like to cancel my $8000 order?" I said; No - ship it as soon as possible." She replied; "It would take 4 weeks to process, plus the ground transport shipping time."

They have it, we want it, so we wait...

 

I'm not even sure if Glock is interested in the parts business.

How much of Glock's profits come from selling replacement parts? And they probably get thousands of orders totaling a few dollars each. LE agencies/military/commercial buyers may place orders in the $thousands$ per order, but individual gun owners will order how much $$$ over the life of each glock owned?

Anyone remember that until a few ago, Glock wouldn't sell anything to you unless you were a certified Glock armorer.

 

I mailed my last order 4/12/13. USPS Tracking showed it arrived at Glock 4/15/13.

I got a phone call last Thursday 5/2/13 from Glock. I had asked for a rush order and had paid for overnight Fed-Ex shipment. She said; "My order had just arrived in the mail and that Glock (as of last month) was no longer offering faster shipment or airmail delivery. Would I like to cancel my $8000 order?" I said; No - ship it as soon as possible." She replied; "It would take 4 weeks to process, plus the ground transport shipping time."

They have it, we want it, so we wait...

It's gone from bad to worse... I used to receive all orders FEDEX, signature required - even backordered individual parts spaced a couple of days apart. I had to call and tell them to quit doing that as there was frequently no one around to sign for them.

 

re temps

Donna did great work!

When she had interns(summer help)

is when things got messed up.

 

re temps

Donna did great work!

When she had interns(summer help)

is when things got messed up.

I don't think Donna did the parts fulfillment, LT.

 

No, she did not

but she took great care of us in GSSF.

and it was referenced to the suggestion of using temps.

 

I'm not sure who called me from Glock. She was very polite, but was really not very interested in fulfilling my order. I could understand if was for $10, but how many multi-thousand dollar orders go across her desk in a day? Since they no longer offered express shipment as an option, she asked me if I just wanted to cancel the order? I got the impression it would make life easier for her if I did. I get it - she's feeling overwhelmed, but...

In my e-commerce sales business, I don't so casually offer to cancel huge orders. I buy $15 to $20 thousand a year of parts from Glock. Glock couldn't care less.

 

Well, 32 days later, my backstraps came.

They are worth the wait.

 

I ordered a firing pin, spring and 'cups' for a G17.

Called Glock at 9:15 a.m.
Had parts in my hands, TWO days later.

Yes, warranty replacement.
Yes, I am a Glock Certified Armorer.
Yes, gave Serial Number and Model Number to Glock.