Walther Customer Service Sucks

7689 Views 44 Replies 16 Participants Last post by balance, Feb 12, 2019

mikel

Discussion Starter · Feb 4, 2019 (Edited)

Having minor trigger issues, basically due to wear. Don't want to pay for a trigger, or trigger job. Like my stock trigger the way it was. CS guy (Paul) giving me blowback about it not being cleaned. When I explained I assure you it is as clean as it gets without removing trigger (voids warranty) he then tell me I must lube it with HIS recommended lube (not Hoppes).

You could lick my firearm it's that clean...except internals. This was my second call...I will call shortly letting him know that the Rem oil did nothing.

FYI...you can see where the left side is scratched. Likely the cause of my poor trigger feel. I did NOT design the firearm and I am not the one that offers lifetime warranty. So if it "normal" as you state...then you FIX it as again, you offer warranty, you designed it, and I'm sure it doesn't look or function like it was. I've done my part! Now it's time for you to do YOURS!

****UPDATE: WALTHER CS does NOT suck, the ONE person handling my issue does. As I have posted throughout this post, I LOVE my PPQ. I own other walthers including a just purchased P1 collector's never shot!

However, the first person you speak to is the representative of a company. My interaction left a bad taste in my mouth...I'm not an idiot, I'm also not a gunsmith, so I never try to over or under estimate anything or anyone. I'm very confident how these calls went and it was simply handled in a manor that I could not imagine in line with what Walther in general is trying to convey about their firearms. Thanks all...if I could change the Title...I would...to

WALTHER CUSTOMER SERVICE PERSON I SPOKE TO SUCKS, BUT WALTHER IS AWESOME COMPANY. Hope this helps clarify. I'm OUT

1 - 20 of 45 Posts

Wolfierules907

· #2 · Feb 4, 2019

Did you mean to attach some pix? "FYI...you can see where the left side is scratched.."

Walther CS told you to only use "their" oil, being "RemOil"??? "I will call shortly letting him know that the Rem oil did nothing"

How many rounds through your PPQ that caused trigger (what part or parts) to wear out?

Curious scenario, want to see where this goes.

chandler5566

· #3 · Feb 4, 2019

mikel said:
CS guy (Paul) giving me blowback about it not being cleaned.

What was his basis for stating it wasn't clean? Neither the manual nor the warranty specifies specific oils or trigger cleaning procedures that must be used.

Reactions: 1

XRing

· #4 · Feb 4, 2019

What was the trigger issue? How is the reset etc?

Reactions: 1

mikel

Discussion Starter · #5 · Feb 4, 2019

So it basically feels like 'creep'. Like it is rubbing. That is my semi-educated guess. Regardless, she is kept meticulously clean without removing striker or trigger as they state.

I thought compared to how it used to feel it was starting to feel differently. Checked one out at my local GS and sure enough, was not as smooth...and not scratching (the scratching is my guess). Posting pic now

mikel

Discussion Starter · #6 · Feb 4, 2019

So it is annoying...not end of world, but annoying...now I'm seeing some strange finishing on firearm they I circled green as well.

See less See more

mikel

Discussion Starter · #7 · Feb 4, 2019

XRing said:
What was the trigger issue? How is the reset etc?

Reset is golden... it is just not smooth anymore on the down take...pulling the trigger...or AFTER the reset as well. Reset 'click' is perfect.

balance

· #8 · Feb 4, 2019

Having minor trigger issues, basically due to wear.

Are you talking about the side of the polymer trigger rubbing on the polymer frame?

Mine has thousands of rounds through it and while there are "scratches" there, it doesn't really have an effect on the trigger pull smoothness. I've handled and shot PPQ pistols that had a lot more rounds through them than mine, and all had very smooth triggers.

How many rounds have you put through the pistol? How have you pinpointed the area that is effecting smoothness? How rough is the trigger pull? If possible, put up some pictures, that way the members here can compare yours to ours.

Reactions: 1

Yankchef

· #9 · Feb 4, 2019

I've had nothing but excellent customer service from Walther. Multiple times I've called them, dot on my sight fell out, recoil spring is old, magazine spring is weak. No question asked sent me replacement parts free of charge. I sent my pps to Walther 5 days ago for the recall and it's already on the way back. Ymmv but my experience has been excellent and one of the reasons I buy Walther products

Reactions: 2

leadcounsel

· #10 · Feb 4, 2019

Having minor trigger issues, basically due to wear. Don't want to pay for a trigger, or trigger job.

Okay...?!?!

Mechanical things wear out.

Try lube on the parts.

And I've had 1 CS experience with Walther and it was fine.

Reactions: 1

Nova231

· #11 · Feb 4, 2019

Yankchef said:
I've had nothing but excellent customer service from Walther. Multiple times I've called them, dot on my sight fell out, recoil spring is old, magazine spring is weak. No question asked sent me replacement parts free of charge. I sent my pps to Walther 5 days ago for the recall and it's already on the way back. Ymmv but my experience has been excellent and one of the reasons I buy Walther products

I've only had two occasions to reach out to Walther Arms customer service since they began operating out of Ft. Smith. One was to purchase a replacement recoil spring for my P99AS as the original one was weak after the five-plus thousand of rounds I put through it. It still functioned flawlessly, but it was becoming unpleasant to shoot even with target rounds. They sent me a spring free of charge and it's fun to shoot again. I was fully prepared to buy a replacement, as I sort of think of recoil springs as wear items, but it was very nice of them to take care of it.

This week, I have reached out (via dealer) for an issue with my new PPQ-22 which as yet is unresolved, so I can't comment on the experience yet but I'm pretty confident that it will be resolved in short order. Should the gun have left the factory that way? No. But the sad reality is that I've had to send back three other brand new guns for various issues--from what I would consider high quality manufacturers. The only time I've run into really lousy service is FedEx damaging a gun in transport!

See less See more

Reactions: 2

2BNKS

· #12 · Feb 4, 2019

Detailed and zoomed pics of the internals so someone could help.
A CS rep who recommends a specific brand of lube/oil may be doing so to either get you off the phone or was frustrated with you and your possible demand of the minor trigger "problem" repair.

Reactions: 1

chandler5566

· #13 · Feb 5, 2019

mikel said:
So it is annoying...not end of world, but annoying...now I'm seeing some strange finishing on firearm they I circled green as well.

You didn't respond to my question re how the CS knew the trigger wasn't clean?

As to the circled area....how do you store the pistol when not in use and do you use a holster?

imaoldfart

· #14 · Feb 5, 2019 (Edited)

Maybe your PPQ is too clean. Is it possible the area in the blue oval in the picture below is dry? That area is the part of the trigger bar that moves back and forth under the pressure and guidance of the trigger bar guide. That area HAS to be lubed, or you may experience a rough/gritty/chitty trigger during the takeup phase.

The green arrow is pointing at the second tab on the trigger bar. The red arrow is pointing at the 'nub' on the trigger bar guide that rubs on the trigger bar. The blue oval....ahhh, yes, THAT's where you need some lube.

Wouldn't hurt to put a piece of 320 grit sand paper between your trigger shoe (where the scratches are) and work the trigger back and forth, sanding the side of the frame where it rubs on the trigger. I use a sticky backed sand paper for this. Once you're finished, blow er' out and apply a little lube there as well.

See less See more

Reactions: 1

Ekjunge

· #15 · Feb 5, 2019

Mike blew up the PPQ page on Facebook this morning- we asked for details and there he didn’t provide any, I closed the thread and dropped him.

(Sorry Mike- you cant just walk in and say Walther sucks and ghost.... makes me think you are a troll.

PM me and I can help you out..

Sent from my iPhone using Tapatalk

Reactions: 5

23738

· #16 · Feb 5, 2019

OP, if you're still here, read post 14. Do what it says, and stuff.

X2 for excellent Walther CS experiences...

Reactions: 2

mikel

Discussion Starter · #17 · Feb 5, 2019

2BNKS said:
Detailed and zoomed pics of the internals so someone could help.
A CS rep who recommends a specific brand of lube/oil may be doing so to either get you off the phone or was frustrated with you and your possible demand of the minor trigger "problem" repair.

Thanks...I posted them earlier in thread. My bigger concern was/is how it was handled. The first face one sees leaves a big impression, and after 3 calls, was NOT impressed. Regarding trigger, it has the same scratching a lot of people have...is that issue? Not sure, not a gunsmith. But compared to another PPQ and how it originally shot, not good, not the same . Simple.

mikel

Discussion Starter · #18 · Feb 5, 2019

Ekjunge said:
Mike blew up the PPQ page on Facebook this morning- we asked for details and there he didn’t provide any, I closed the thread and dropped him.

(Sorry Mike- you cant just walk in and say Walther sucks and ghost.... makes me think you are a troll.

PM me and I can help you out..

Sent from my iPhone using Tapatalk

Obviously you aren't paying attention. "I" did not blow up the page (the responses did)...all though apparently it gone some (much needed) action on the FB page. I LOVE the PPQ...Let me say it again...I LOVE the PPQ...typically a troll would be anti something.

My complaint is barely the trigger, it is/was the way it was handled by Walther's upfront guy. Three calls of all which were condescending at best.

FYI...I went back at most maybe *two hours* later to respond and I was gone. It's your FB page apparently, but if you want to censor speech that much, it is up to you. I'm 'here' and I don't troll, nor hide. I just don't live online to respond within seconds...but I always respond...and you can see my other posts HERE and also on your FB page. I usually do get good responses...good/bad/ugly, but I get things going as I speak my mind...unless you shut me out

mikel

Discussion Starter · #19 · Feb 5, 2019

imaoldfart said:
Maybe your PPQ is too clean. Is it possible the area in the blue oval in the picture below is dry? That area is the part of the trigger bar that moves back and forth under the pressure and guidance of the trigger bar guide. That area HAS to be lubed, or you may experience a rough/gritty/chitty trigger during the takeup phase.

The green arrow is pointing at the second tab on the trigger bar. The red arrow is pointing at the 'nub' on the trigger bar guide that rubs on the trigger bar. The blue oval....ahhh, yes, THAT's where you need some lube.

Wouldn't hurt to put a piece of 320 grit sand paper between your trigger shoe (where the scratches are) and work the trigger back and forth, sanding the side of the frame where it rubs on the trigger. I use a sticky backed sand paper for this. Once you're finished, blow er' out and apply a little lube there as well.

Excellent help, thanks...for me...it is tricky. For starters...time! But while I can easily disassemble and start tinkering, I'm not a gunsmith nor believe to be an expert or nearly as knowledgeable as yourself.

So I purchase I high quality firearm like the PPQ...if I have issues, I just send it back. I have a certain responsibility to the firearm such as cleaning, maintenance, etc. I use quality rounds, firearm isn't failing, just not operating like it used to or should...in MY opinion...and rather factual compared to other PPQ.

So according to Walther, if I DO perform your (excellent) suggestions, I have then voided my warranty...

As I've posted a few times, if I had to live with the trigger, or if they weren't so 'great' at their warranty I'd probably do something...WHEN I found time!

So for me, this is the path of least resistance, and most sensible.

I'll wait to see what they do...but my main complaints was the way their CS handled my call....THREE TIMES!

I think it clear that I can speak (as well as type)

See less See more

mikel

Discussion Starter · #20 · Feb 5, 2019

chandler5566 said:
You didn't respond to my question re how the CS knew the trigger wasn't clean?

As to the circled area....how do you store the pistol when not in use and do you use a holster?

Come to think of it...I'd better add the following in my note to Walther...I do NOT CC this firearm. This is my range and likely my home firearm. Kept in either the Walther case of my gun safe with a hangar through the barrel. Great question though.

Regarding the how he knew it was or wasn't clean...he asked...to which I was clear the firearm was darn clean, properly...when he suggested a particular lube.

I'm mostly frustrated because of the way they (he) handled things...but then again in their (his) defense, maybe he gets lots of calls to which some aren't so errr....CS easy to handle.

1 - 20 of 45 Posts

This is an older thread, you may not receive a response, and could be reviving an old thread. Please consider creating a new thread.