Customer Service /warranty issues

3879 Views 20 Replies 11 Participants Last post by Jimmo952, Jun 21, 2020

TheKahuna

Discussion Starter · Dec 30, 2018

This was my first Purchase of a Walther Firearm. I was trying to decide whether to change out some of my S&W's for a new brand. Unfortunately it was not a pleasant experience. My PPS M2 came with the rear site moved over so far to the right that is will not co witness with optics. 1 more mm and it is sticking out of frame to the right. I cannot believe the firearm left quality control like that. I made three attempts with Customer service. Their representative Conner in customer service, refused to have it returned for Walther to fix the firearm. Additionally I have e-mailed and ask customer service for the CEO's name and address and customer service has not responded to that request either. At this point I am selling my PPS M2 and will buy a sig or similar replacement. I personally do not want to own a firearm from a Company that will not stand behind their product. I have Dealt with Kahr, S&W, Colt and others in the past and have never had a company refuse to look at and resolve an issue with their product. Purchase a Walther at your own Risk. If you get a good firearm from Walther you might be good. If you have any issues, maybe not so good. From My personal experience, That Legendary Walther Warranty they advertise is not worth the paper it is printed on!!!. Anyone else have similar issues?

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2BNKS

· #2 · Dec 30, 2018 (Edited)

A brass punch solves the issue. The time it took you to type and or paste your two posts you could have drifted it to center.
It also sounds like if someone doesnt respond to you in a day you get mad. Holiday season=delays.
Why the poll?

Reactions: 2

TheKahuna

Discussion Starter · #3 · Dec 30, 2018

Walther never responded to my request for CEO and mailing info for him. The issue I had was late November and early December. So it has nothing to do with the Holidays or delays.

Yes a brass punch or a sight pusher will move the rear sight, but the firearm is shot and sights aligned when tested at the factory. If the firearm is shooting that far to the left, then there is an issue that should have been addressed by quality control. I am not mad at the time line of anything, this happened a month ago, I am just now taking time to post.

My issue is simple: Walther Arms refusal to stand behind their product when they tout their warranty. I have personally never had a firearm manufacturer refuse to stand behind their product. S&W has stood behind their products after almost 8000 rounds and something goes wrong. Walther will not even stand behind their NEW products!!! I put this out there so other potential purchasers can read of my issue because I am guessing it is not a one off!!!.

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imaoldfart

· #4 · Dec 30, 2018

Did you ever shoot this pistol to see if the POA = POI?

Reactions: 1

TheKahuna

Discussion Starter · #5 · Dec 30, 2018

Customer Service/ Warranty issues

No. The rear site so far to the right side of the slide that you cannot co-witness well with the RMSc Optic. I could just remove the rear sight and use the optic cutout channel as the rear sight, but then no night sites on rear and I should really not have to do that on a new firearm. Walther is supposed to sight in and align the optic and sights at the factory from what I was told prior to purchase, so I assume they did. If the rear sight is that far off, then something with the frame, slide, firearm alignment, or barrel, etc. is not right. I would think it would not be an issue for Walther to look at and make right. But apparently it was. I am kind of dismayed. I almost ordered a PPQ Q4 TAC the same day, but decided to wait and see how the little gun function and what I thought of the quality. Glad I waited!!!. With this level of customer service, their are better alternatives out there. I know firsthand that S&W stand behind their products. I will keep my Shield and may try the little Sig once I sell the darn Walther.

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imaoldfart

· #6 · Dec 30, 2018 (Edited)

While its very unfortunate that you found yourself in this position, you REALLY need to know if the sights were adjusted that much to the right to get the pistol to hit POA. In other words, you need to go shoot the pistol.....see if its hitting the bullseye or 'right' of bullseye, or in the next county. If the pistol is hitting the bullseye there's something wrong with that pistol and it needs to be returned to Walther. If its printing 'right', just adjust your rear sight and be happy. But you'll NEVER know until you shoot it. So, go shoot it. Then, you'll know which direction you need to go (1. return it to Walther, (2. adjust the rear sight. Its THAT simple.

Reactions: 1

2BNKS

· #7 · Dec 31, 2018

So you register here just to post a gripe and poll instead of taking a deep breath and taking a patience pill?
Demanding to talk to the CEO of any company after a small flaw, which can be corrected by you, says alot.
So you have had your pps for almost a month and still havent attempted to correct a very easy procedure and then do what OF says? Says alot.

Reactions: 1

TheKahuna

Discussion Starter · #8 · Dec 31, 2018

Customer Service/ Warranty issues

With all due respect, NO!. I contacted Walther on 3 different occasions over a 2 week period to no avail. I ask for the CEO information after those 3 attempts failed to get me a return authorization. The buck has to stop somewhere. You are a loyal Walther owner and have obviously had a good experience with your firearms, and I respect that. But my experience and the issues with the firearm I received has been very different. No two experiences are alike.

2BNKS

· #9 · Dec 31, 2018

Understand. My deepest apologies for seeming a bit aggressive in my questions. I am sure walther will make you a happy customer. I own 3 walthers and 2 of them. 1 was sent in for a recall and the other had a broken guide rod. Walther,in my opinion, is a top notch manufacturer and their customer service is above others in the firearm world.
Good luck.

imaoldfart

· #10 · Dec 31, 2018 (Edited)

Kahuna, you gotta shoot it. You HAVE to know whether they adjusted the sights that far to the right to get the pistol to hit the bullseye, or was it a FU somewhere along the line and the rear sight got moved over. You've got to know.

If it were me, I'd go shoot it....if its hitting way off to the right, I'd simply adjust the rear sight to the left. I'd much rather do that than send my gun back in for repair. However, if that pistol actually requires the rear sight to be hangin' off the right side to get it to hit the bullseye, SEND IT IN.

You gotta go shoot it.

Reactions: 4

halfmoonclip

· #11 · Jan 1, 2019

Kahuna, listen to the consensus. Mfgs don't necessarily zero a gun when test firing it.
Lyman makes a brass hammer with a brass drift for $20 Order one and adjust the rear sight. If you haven't fired it, you don't know anything.
BTW, if the sight is loose in its slot, then you do have recourse with Walther.
Moon

Reactions: 2

Jimmo952

· #12 · Jan 1, 2019

imaoldfart said:
Kahuna, you gotta shoot it. You HAVE to know whether they adjusted the sights that far to the right to get the pistol to hit the bullseye, or was is a FU somewhere along the line and the rear sight got moved over. You've got to know.

If it were me, I'd go shoot it....if its hitting way off to the right, I'd simply adjust the rear sight to the left. I'd much rather do that than send my gun back in for repair. However, if that pistol actually requires the rear sight to be hangin' off the right side to get it to hit the bullseye, SEND IT IN.

You gotta go shoot it.

Kahuna, I could not agree with imaoldfart more. You have to fire the gun and see where it prints. Until you do so, you are short the information you need to understand what is going on. You are short the information you need to discuss the situation with support or anyone else.

You are new on this forum. There are plenty of good people on this forum willing to help you if they can. There are plenty of people willing to bash Walther if warranted. To be honest, it's not clear though yet what is what.

There are many very experienced people on this forum. Please take their advice and shoot the gun.

I shot Smith and Wessons for many years. Ive had to interact with their Customer Support many times.

With Smith, like Walther, sometimes it comes down to who in CS takes your call. Sometimes it comes down to how you explain the situation and interact with them.

Good luck. Let us know what you find once you shoot the gun.

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cliffdropover1

· #13 · Jan 2, 2019

Sometimes you just get a jerk in customer service. I find if I wait and call back anther day I usually get a different person and they are most accommodating. It's worth a try. Also, If the sight is moved that much maybe it got wacked in shipping and all you need to do is move it back. I would certainly take the advice of others and shoot it to see if the sights are "on" or not. Then simply move it if it needs it.

thirdflat

· #14 · Jan 3, 2019

I’ll be providing my feedback in 5-7 business days (they just received my pistol today) 😎

imaoldfart

· #15 · Jan 3, 2019

thirdflat said:
I’ll be providing my feedback in 5-7 business days (they just received my pistol today) 😎

Hope this doesn't turn out to be your forth flat.

thirdflat

· #16 · Jan 3, 2019

Me too! 3 is bad enough

imaoldfart said:
Hope this doesn't turn out to be your forth flat.

sparky80

· #17 · Jan 3, 2019

I called Walther about my P99c trigger issue and was told the gunsmiths leave at 2:30PM. Took my name and cell number and said that I would get a call the next day from a gunsmith. I am still waiting. Guy on the phone didn't seem to be very knowledgeable and acted like the P99c was obsolete. So far I would say I have gotten below average customer service.

Winston60

· #18 · Jan 3, 2019

My experiences with Walther customer service, the Walther Arms Store and the repair shop are far different than what TheKahuna is experiencing.

My first contact with Walther was for a bad magazine. I figured if they guaranteed their firearms for life, maybe they would cover a magazine too? They told me to send it in and they would check it. A week later a new magazine arrived in my mailbox.

Next I ordered a magwell for my Q5 Match from the Walther Arms Store and UPS promptly lost it. One call to the Walther Shop and they sent out another one to me on the same day.

They even sent me a part for my PPQ when, while cleaning my gun, I launched a tiny part across they room never to be seen again. A few days after calling to inquire about purchasing a new part, they promptly sent me one... and didn't charge me.

While I have also received excellent customer service from other firearm manufacturers too, Walther's commitment to their customer base is top notch IMHO. As long as they treat me as well as they have been and continue to do so, I'll keep buying their handguns.

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Frisky Dingo

· #19 · Jun 20, 2020

TheKahuna said:
Walther never responded to my request for CEO and mailing info for him. The issue I had was late November and early December. So it has nothing to do with the Holidays or delays.

Yes a brass punch or a sight pusher will move the rear sight, but the firearm is shot and sights aligned when tested at the factory. If the firearm is shooting that far to the left, then there is an issue that should have been addressed by quality control. I am not mad at the time line of anything, this happened a month ago, I am just now taking time to post.

My issue is simple: Walther Arms refusal to stand behind their product when they tout their warranty. I have personally never had a firearm manufacturer refuse to stand behind their product. S&W has stood behind their products after almost 8000 rounds and something goes wrong. Walther will not even stand behind their NEW products!!! I put this out there so other potential purchasers can read of my issue because I am guessing it is not a one off!!!.

Do not use a punch or sight pusher!!!! There is a screw and detent on the left side of the rear sight, remove the screw and compress the detent and the sight will slide free. Replace the screw and slide the sight from the right side of the dove tail till you hear the detent click, then adjust the sight via the screw.

BlitzPig

· #20 · Jun 21, 2020

Frisky Dingo, the PPS has fixed sights, not the adjustable type like a P99 AS has. A sight pusher would be the correct way to adjust these sights. This thread is well over a year old as well.

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