Really Right Stuff On the Decline?

[Ujipster]

Overall, RRS support is painful to get a response and slow as molasses to fix their errors. I ordered an apex conversion kit for my Ultralight RRS tripod and Anvil. Instead of buying the bundle I pieced my way there over time. While trying to install the legs onto the apex centerpiece one of the bolts would not slide into the leg holes. I had to sand it down to get it into the leg. At which point I said to myself, for what we pay for the RRS gear I will just have them ship me a new bolt that is not out of spec. It took a week to get the part and they sent the wrong one. Now trying to get them to expedite the 2nd attempt and yet to get a human on the phone or a response via email.
On the flip side the guy at Two Vets answers my call and emails on weekends. I have not had a need for support from TVT ironically. I did ultimately buy their Recon v2 Inverted tripod. I went with it because I liked their 3-leg option vs the RRS 2-leg - more compact. So far it is pretty nice.
More or less venting, but curious if others are seeing issues with RRS or figured out how to get them to be more responsive?

 

[chevy_man]

I think they're so busy they're overwhelmed.

I only buy stuff from vendors that's in stock. Finding RRS products in stock is an exercise in futility most times.

 

[Part Timer]

Probably just busy at the time, I'd guess.

I had a stupid consumer question of them a little while back (a complete waste of their time, if I may say so myself) and they were very prompt in getting back to me - I want to say less than 24 hours.

 

[secondofangle2]

Title suggests quality slipping which is not the case

I’ve been able to discuss options on the phone with them once when I called, the last time there was nobody answering over the course of a whole day

I think email is best medium

 

[Ujipster]

Their products are certainly very well made compared to competition. But getting a replacement part that is not made properly is certainly a quality control issue. As for support it doesn’t help that they are only open M-Th.Yeah, appears email is best. They responded at 11:30 today.

 

[kthomas]

Is @MPHReallyRightStuff still active on here?

He's been really helpful with me in the past.

 

[Cascade Hemi]

Everyone thought I was an asshole when I expected more for what I paid. RRS' service isn't very good compared to lower end vendors. I can't remember what I paid at this point but it was more than $1200.

 

[4O6shootist]

If they are this busy, they making serious profit. They can afford to hire someone for customer service, and answer phones.

Have they just decided that they don't want to pay that wage? F the guy who's trying to call them with questions, need of parts, whatever? If this is the case, it's a hell of a way to run a made in America business.

 

[chevy_man]

If they are this busy, they making serious profit. They can afford to hire someone for customer service, and answer phones.

Have they just decided that they don't want to pay that wage? F the guy who's trying to call them with questions, need of parts, whatever? If this is the case, it's a hell of a way to run a made in America business.

It's likely more along the lines of they really are making it all in house, they have a few million $ in overhead on manufacturing, and their QC demands they can't pump out sub par product.

They are the only ones to my knowledge making everything in the US. That's going to add a lot to their bottom line.

Just like everyone else they have to manage the employee to profit ratio. We'd all bitch when they hiked prices even more to add overhead with more customer support staff.

I get it, as a customer.
I sometimes wonder why people pay $150/hr for my work. Then I do the math and remember that after my wages, benefits, overhead, etc. I'm making less than $30/hr profit. And the only reason they call me is they aren't capable of doing it, or they accept the price because they don't want to do it.

 

[secondofangle2]

^ I need you to come work for me. I can’t find anybody to do any quality work at any price around here in Salt Lake City, not far from the RRS factory down in Lehi, Utah.

Hell, I pay $35 an hour to get somebody to clean my house and I have to turn them over every six months because they get complacent and start sucking after the first couple of jobs. And they’re being paid under the table., No taxes no overhead no Worker’s Comp. no health insurance no skills, no training, no education, etc.

 

[Baron23]

Overall, RRS support is painful to get a response and slow as molasses to fix their errors. I ordered an apex conversion kit for my Ultralight RRS tripod and Anvil. Instead of buying the bundle I pieced my way there over time. While trying to install the legs onto the apex centerpiece one of the bolts would not slide into the leg holes. I had to sand it down to get it into the leg. At which point I said to myself, for what we pay for the RRS gear I will just have them ship me a new bolt that is not out of spec. It took a week to get the part and they sent the wrong one. Now trying to get them to expedite the 2nd attempt and yet to get a human on the phone or a response via email.
On the flip side the guy at Two Vets answers my call and emails on weekends. I have not had a need for support from TVT ironically. I did ultimately buy their Recon v2 Inverted tripod. I went with it because I liked their 3-leg option vs the RRS 2-leg - more compact. So far it is pretty nice.
More or less venting, but curious if others are seeing issues with RRS or figured out how to get them to be more responsive?

Dan at 2 Vets is a superstar of customer service. He’s outstanding.

 

[mrmarklin]

^ I need you to come work for me. I can’t find anybody to do any quality work at any price around here in Salt Lake City, not far from the RRS factory down in Lehi, Utah.

Hell, I pay $35 an hour to get somebody to clean my house and I have to turn them over every six months because they get complacent and start sucking after the first couple of jobs. And they’re being paid under the table., No taxes no overhead no Worker’s Comp. no health insurance no skills, no training, no education, etc.

Probably this. Labor is very tight on Silicon Slope.

 

[alfmoonspace]

When RRS created the SOAR Division I could get on the phone with them anytime I wanted. It was stupid easy to deal with them.

But last year my vice had pads that disintegrated and all I wanted to do was get them replaced (I was even going to pay for all of it). They insisted to have it sent to them to make sure I didn’t do anything outside of the warranty like modify it. It was the weirdest conversation. They wouldn’t sell the pads just replace it if the vice wasn’t abused.

It took a month to get it back fixed. Don’t think they care like they used to.

 

[Edsel]

Overall, RRS support is painful to get a response and slow as molasses to fix their errors. I ordered an apex conversion kit for my Ultralight RRS tripod and Anvil. Instead of buying the bundle I pieced my way there over time. While trying to install the legs onto the apex centerpiece one of the bolts would not slide into the leg holes. I had to sand it down to get it into the leg. At which point I said to myself, for what we pay for the RRS gear I will just have them ship me a new bolt that is not out of spec…

And yet, for Accuracy International rifle parts, people here won’t bat an eyelash and tell you to grind down the fasteners…

Very confused over the inconsistency in standards.

 

[alfmoonspace]

I’ll bat that eye.

They once told me that my lugs were set back from hot rounds in a 6.5 creed. With only 400 rounds down it.

Nah, I’ll stick with Seekins for good customer support with it comes to off the shelf rifles.

 

[4O6shootist]

And yet, for Accuracy International rifle parts, people here won’t bat an eyelash and tell you to grind down the fasteners…

Very confused over the inconsistency in standards.

AI fan boys are on a completely different level of ridiculousness. AI gets the free pass on this kind of behavior, cuz they've been basically 0.0% on customer service since the beginning, and guys know this going in. They still deep throat that AI name tho, tickling the balls and all.....

 

[Simonsza1]

I’ve had a complete opposite experience with rrs. I had to order a new leg section after years of hard use. I called and got someone on the phone first try. Ordered all new shims as well at the same time to do a service I guess you could say. Received the order 2 day fed ex and the leg was wrong. I called back and again someone answered the phone. They 2 day fed ex the new leg section and emailed me a call tag for the wrong part to return. All is good and above what I would expect from good customer service. Guess experiences can vary but mine was totally fine. This was last month btw so recent experience.

 

[vanrichten]

The few times I've had to deal with RRS customer support, they've been great.

I have a Two Vets tripod, I originally got the V2 but wanted to change the apex to a bowl and they were great on selling me that new apex. The only problem I have with them is they push Leofoto heads and I'm fairly certain their tripods are rebranded Leofoto. And I even have Leofoto tripods as well, but the quality isn't nearly what RRS is.

Leofoto works, it's decent for the price point. It's also essentially a direct and cheap rip off of RRS. I have their 4 section and inverted tripods. Both of them have more flex and aren't nearly as stable as the multiple 3 section RRS I have. Leofoto does have fantastic support. One of the leg sections on my inverted fell over in a cold garage and shattered the CF. Leofoto sent me a replacement within a couple of days. But I've never had an RRS CF leg shatter. Would it in the same situation? Maybe? Probably? I just know I haven't had that yet.

I also do photography, which is why I have so many freaking tripods in the first place. Leofoto's inverted tripod has enough flex that a traditional DSLR mirror flip will introduce enough shake in a long exposure to cause a slight blur. Using an RRS, it doesn't. Same exact settings in the camera. Leofoto will introduce blur and RRS won't.

For me, RRS for shooting from. Rifle or camera. Leofoto/Two Vets for glassing.

 

[kthomas]

And yet, for Accuracy International rifle parts, people here won’t bat an eyelash and tell you to grind down the fasteners…

Very confused over the inconsistency in standards.

Probably because people are used to being treated like a nobody from AI.

When a company starts with good CS and it gets worse, that's an actively souring experience.

But yeah, AI shooters definitely have some form of Stockholm syndrome.

 

[M4guru]

I’ve got a TFCT 34L, and I’m on the fourth set of leg shims for mine, which have now also failed. Don't know if I've got an out of spec leg, twist lock, no idea. Don't really GAF why. One of the legs just slides right out and the shims go flying, never to be seen again. I gave up on getting it fixed, and I baby that thing after the second time it happened. I'm not shooting matches and deploying it on the clock, I'm just using it at the range or in the hills very casually.

I love the Anvil head, so til something better comes along I'll keep using RRS but the second that happens there ain't a bit of brand loyalty to RRS for me. I've got some ching chong specials, they're great for glassing. As noted above they're just not as stable with a gun on them...so I guess I'll just be really careful with the paint-pen marked leg on my $1600 tripod...

 

[carbonbased]

I’ve got a TFCT 34L, and I’m on the fourth set of leg shims for mine, which have now also failed.

If I were you, at this point I’d send it in.

My TFC-34 and TVC-33 have remained flawless, but I’m not dragging them through a Mammoth comp-like muddy hellhole either.

I’ve 100% of them time gotten through to RRS every time I’ve called through the years. Maybe 20 times? Maybe something has changed lately.

 

[M4guru]

I already did. Came back with new shims.

I know they make good stuff. I just got an odd one and their backside support sucks for some people at least. I'm a pretty easy customer to please, I don't get torqued with companies about stuff.

I do expect them to stand behind their products when it's a defect, especially at their prices.

 

[carbonbased]

I already did. Came back with new shims.

I know they make good stuff. I just got an odd one and their backside support sucks for some people at least. I'm a pretty easy customer to please, I don't get torqued with companies about stuff.

I do expect them to stand behind their products when it's a defect, especially at their prices.

Huh. I agree that sucks and is weird.

 

[M4guru]

I mean, look at their warranty. 5 years on manufacturer's defects, original owner only. Need a $0.20 bushing replaced? Pay shipping to UT and back, and a $45 minimum fee. Need $1 worth of die-cut 3M adhesive backed foam for your $400 saddle (on a $1600 tripod) because your pic rail chewed it up? They've got to inspect it first, they can't send you foam even if you try to buy it.

So many people in this industry have great CS becasue they have to compete. RRS is one US-made tripod company with some business sense away from getting a rude awakening.

 

[Cascade Hemi]

I mean, look at their warranty. 5 years on manufacturer's defects, original owner only. Need a $0.20 bushing replaced? Pay shipping to UT and back, and a $45 minimum fee. Need $1 worth of die-cut 3M adhesive backed foam for your $400 saddle (on a $1600 tripod) because your pic rail chewed it up? They've got to inspect it first, they can't send you foam even if you try to buy it.

So many people in this industry have great CS becasue they have to compete. RRS is one US-made tripod company with some business sense away from getting a rude awakening.

What he said. RRS always felt like they were put out to take my money. I'd rather buy from a Chinaman that is eager to do business with me.

 

[DeathBeforeDismount]

Dan at 2 Vets is a superstar of customer service. He’s outstanding.

They should when all they do is import Chinese garbage, triple the price, slap their names on it and use vet bro marketing to make people think it's American.

When you don't actually make anything you got all the time in the world to chit chat on the phone with chads.

 

[R_A_W]

Need a $0.20 bushing replaced? Pay shipping to UT and back, and a $45 minimum fee. Need $1 worth of die-cut 3M adhesive backed foam for your $400 saddle (on a $1600 tripod) because your pic rail chewed it up? They've got to inspect it first, they can't send you foam even if you try to buy it.

lmao that is so conceited

it's a tripod for crying out loud

 

[MO Fugga]

They should when all they do is import Chinese garbage, triple the price, slap their names on it and use vet bro marketing to make people think it's American.

When you don't actually make anything you got all the time in the world to chit chat on the phone with chads.

That thing looks exactly like my Weylland head, fraction of the price. I like it, never tried a RRS, but no complaints.

 

[M4guru]

lmao that is so conceited

it's a tripod for crying out loud

Warranty & Servicing

rrssoar.com

In their own words…

 

[R_A_W]

oh I believed you, I just think the RRS policy is asinine

 

[ma smith]

Tripods were on trend in 2018-2019. They're just not that big a deal anymore. Maybe its hitting RRS bottom line after a 6-7 year $$$ good run?

 

[Threadcutter308]

lmao that is so conceited

it's a tripod for crying out loud

It's on a $1,600.00 Tripod.......

 

[DeathBeforeDismount]

 

[FuhQ]

Overall, RRS support is painful to get a response and slow as molasses to fix their errors. I ordered an apex conversion kit for my Ultralight RRS tripod and Anvil. Instead of buying the bundle I pieced my way there over time. While trying to install the legs onto the apex centerpiece one of the bolts would not slide into the leg holes. I had to sand it down to get it into the leg. At which point I said to myself, for what we pay for the RRS gear I will just have them ship me a new bolt that is not out of spec. It took a week to get the part and they sent the wrong one. Now trying to get them to expedite the 2nd attempt and yet to get a human on the phone or a response via email.
On the flip side the guy at Two Vets answers my call and emails on weekends. I have not had a need for support from TVT ironically. I did ultimately buy their Recon v2 Inverted tripod. I went with it because I liked their 3-leg option vs the RRS 2-leg - more compact. So far it is pretty nice.
More or less venting, but curious if others are seeing issues with RRS or figured out how to get them to be more responsive?

I’m not a poor, but they also are way too proud of their shit… $$$

There comes a point where even non-Poors have to hold companies liable for their ridiculous pricing to keep those companies egos in check.

 

[4O6shootist]

I’m not a poor, but they also are way too proud of their shit… $$$

There comes a point where even non-Poors have to hold companies liable for their ridiculous pricing to keep those companies egos in check.

Well at least RRS shouldn't increase prices from tarrifs right? Supposed 100% American made? Everyone else with chyyyyna made stuff will be.

 

[kthomas]

Tripods were on trend in 2018-2019. They're just not that big a deal anymore. Maybe its hitting RRS bottom line after a 6-7 year $$$ good run?

RRS is really big in the photography world, servicing the precision rifle world is a small niche for them.

If less shooters bought RRS stuff, they would hardly notice.

Their bread and butter is in photography.

 

[vanrichten]

RRS is really big in the photography world, servicing the precision rifle world is a small niche for them.

If less shooters bought RRS stuff, they would hardly notice.

Their bread and butter is in photography.

100% accurate. RRS has been the de facto standard in the photography world for 20+ years. It's why I have so freaking many of them. They also were the original/only company to standardize on the ARCA-Swiss connection plate. Because of that standardization and the solid legs of the tripods themselves, a lot of the early guys that started using tripods for shooting rifles from used them.

They started the RRS-SOAR division to try and capitalize on that market segment. But it is by far their smallest component. They have always been expensive, but they have always been the best. Gitzo was about the only real competition for years and they are about half the cost of RRS. They also aren't nearly as sturdy.

With the proliferation of all of the Chinese knockoffs, I can see RRS just saying screw it and focusing on the photography side that has made their name for decades.

 

[Secant]

RRS is really big in the photography world, servicing the precision rifle world is a small niche for them.

If less shooters bought RRS stuff, they would hardly notice.

Their bread and butter is in photography.

Plus, they've had some comparatively large military contracts, which led to them being constantly out of stock for civilians to purchase. The civilian market of their soar line is the bottom rung of the bottom rung.

 

[secondofangle2]

The funny thing is the libtard photographers often freak out on the birding/camera forums when they figure out that their beloved RRS is being used by evil hunters/snipers/sportsmen