Not happy with Palmetto CS ATM

[sanpedroranch]

Last week I saw palmetto post an ad for there PA-10 18" and 20" complete uppers with 15.5" Odin rail. I traded for a new Rainer Ultra Match 308 bbl. so I pulled the trigger for $469 + $17 shipping. I am sure I am one of the few that actually like building off the PA-10. As far as accuracy goes, I have built off their platforms and they can produce excellent results and I still come in less than my factory high end AR's. Before I get bashed, I want to make it clear my PSA builds don't have the fit or finish of high end AR's I own or have owned from Larue, DD, POF, and JP. They do shoot very well but they are not Equal. Back to the story. I Knew it may take some time and PSA had a notice in red font stating due to high volume orders are taking a lot longer to process. No big deal. In fact a few days later I ordered a lower to go with it. This afternoon I get an email stating that they have to cancel my order because of stock issues. Normally I wouldn't even think twice and go on about my business. However, today a buddy at work asked me about ar-10 handguards and I mentioned the Odin works and we went to PSA's website and it was in stock. Then I showed him what I got and to keep an eye for specials. So I thought ok, they have the handguard in stock but not the barrels or uppers. Well sure enough a daily deal was listed today for a pa-10 upper with generic plastic handuards and FSB. It became pretty clear that they didn't want to lose any more money than they have to (assumption) on the upper filling orders. I say this because The price I paid was a few dollars more than the last PA-10 complete upper I purchased with the PSA branded m-lok FF rail (They are similar to Davidson and other companies of the like). They usually do a run right after SHOT with an upgraded handguard, bcg, furniture etc. it's a promo and they sell out quick. in fact this isn't the first time they have offered this set up. I ended up ordering new glass, new stock, new trigger, a few more mags, muzzle break, and oh yeah a proprietary pa-10 lower which now I have no use for without the upper I ordered. I read the terms and conditions several times and it DOES not say anywhere nor infers that they reserve the right to cancel an order. It has to come from the customer. In fact most of the language in the terms and conditions states it all is on the customer for cancellations and they can be charged up to a 25% restocking fee for the hassle. Fair enough but if you advertise something charge my card immediately then decide you don't want to honor the ad for whatever reason I think that is a chicken sh!t move, and on top of it if you don't have the language to support your actions in the the terms and conditions own the mistake and make it right. Bushnell just made a mistake on their 30 for 30 promo and they made it right.

 

[diverdon]

I had a little trouble making sense of your post. Did you get charged a restocking fee?

It would be more clear what happened if you put it into four or five paragraphs. Perhaps also consider removing some extraneous detail. For example what Bushnell did has nothing to do with your complaint.

 

[sanpedroranch]

lol between work and my masters I tend to not care about punctuation and the sort on forums. Note taken. No, I didn't get charged a restocking fee. They cancelled order because they didn't want to fill my order. However, their terms and conditions do not state or imply they can cancel an order. Correct, Bushnell is not related to PSA. I referenced Bushnell to illustrate how a company can choose to make things right for their customers.

 

[Cavitation]

damn I bet if you go to Barfcom( industry psa section) and talk to Josiah he will straighten it out for you. Or at least you can vent some. That is a Dick move.

 

[jetmd]

What did PSA say when you called and talked to them about this issue?

 

[chopit]

I quit using them 2 years ago cause they pissed me off. They could give me shit for free and i wouldnt take it.

 

[Codiekfx400]

What did PSA say when you called and talked to them about this issue?

To talk to someone at PSA on the phone is usually a waste of 1 hour of your life in my dealings with them.

 

[jetmd]

Thank-you Codiekfx400 for your quick response.

But my question was for sanpedroranch.

 

[sanpedroranch]

They said they didn't have parts in stock and were sorry. Received an email at lunch selling exact same upper with PSA

 

[sanpedroranch]

Just spoke to PSA again and they said there was an oversight in manufacturing and orders were canceled but they do have parts in stock. Giving the PSA rep Josiah on ar15.com a chance to make things right. It doesn't say anywhere they reserve the right to cancel an order. If PSA truly cares about its customers it'll show with this situation. This has been cross posted on 6 different sites plus social media outlets. I'm beyond pissed.

 

[Thud]

Let me try to understand this.
You joined the hide on sunday.
Wrote a thread about how pissed you are with a supplier and used no paragraphs because your in a masters program.
They canceled an order and your pissed from what I can understand from your original post.
You are complaining about their use of certain parts in the upper.
And your pissed.
So you want us to care about your problem.
It doesn't work like that on the Hide.
You need to have some credentials before you can bitch about an issue.
And tell us that you posted the issue on several other sites and your pissed.
Well it's their show and they can make the rules.
Good Luck

 

[sanpedroranch]

Thud, I can understand to a point where you're coming from. I'm not offended easily but posts like yours are why I stopped visiting the first time I joined years ago. You're correct, it was pretty weak to fall back on my busy schedule for the poor grammar, punctuation, and syntax. My position regarding forums is that those things are an afterthought.

I posted what I did, call it a rant of you must, because a company should have integrity to honor what they put out. Not for sympathy or anyone to "care". I've started and sold multiple businesses. At various times my mistakes whether it was from lack of due diligence or lack of understanding the situation cost me money. The difference being I owned the situation. A company no matter the size, product/service offered should have integrity in their dealings. have visited the site for a long time.

For the record, my issues had nothing to do with parts. It has to do with service and more importantly PSA not following their own terms and conditions.

You state because I am a new member with no credentials I cannot post a rant, bitch, etc. so how does one gain street cred on the hide? Had this never happened I would have never posted this. If you have seen my other posts, which I'm guessing you can you would notice I am not just lurking. The knowledge, experience, and skill that visits this site is very impressive. The main reason I decided to give it another go.

Agreed, it's their show. However, where I spend my money and what I recommend is my show. I usually drop around $3k+ at palmetto in a year. The reality is that is a drop in the bucket for them, but there have already been hundreds of people that have looked at my posts regarding the situation. So, it's not just my coin they are missing out.

 

[jetmd]

To this point, the reason I asked if you had called them and had given them a chance to rectify the problem.

Today more than ever it is important to at least try voice communication with the vendor you are having problems or even questions about installation of a product.

Too many times a member will post this problem they are having with ___________ (you fill in the blank) company and dam it this is bullsh*t.

I fully understand when this occurs after receiving a part Friday night after work or on the weekend and you are excited to get your firearm up and running so you can play with your new toy. Trust me I am the same way.

I am not a PSA fanboy. But I am a big fan of calling direct, to whatever company you need help with.

And I will admit I also checked your join date as well. It did seem fairly harsh the way your original post came across.

Dillon has one of THE best motto's: Don't suffer in silence.

Good luck.

 

[bfoosh006]

Ok... so seeing how "we" other folks have the right to post here as well...

I really think you should give PSA the chance to fix the issue prior to you bashing them so hard.

As for the CS rep "hanging up on you" ( as stated elsewhere ) ... why ? What made the rep hang up ?

Your own comments convey a sense of "I am not getting my way"... "so I will bad mouth them."

It is hard to respect your perspective at that point.

Gaining respect from these forums... is not gonna work out for you if you act like this.. again IMHO.

Wanna show us some of your glowing reviews of PSA.. from those 1,000's of dollars of purchases ?

You have said you have bought a lot of product from them... but now, they are somehow your worse enemy.

As for PSA losing money... I doubt many folks will use your "gained street cred" from this specific issue.

Again, IMHO, a lot of people will continue to use PSA.... and walk away from your behavior thinking "You just can't make everyone happy"

Personally, I wouldn't want your business.... again IMHO. Its one thing to have a difficult customer....but its a whole other thing to tell me I couldn't refund your money and cancel your order.

PSA isn't being given a fair shake, from you, in this specific instance... and you might be your own worse enemy.


"I pulled the trigger as fast as I could for 469 + 17 shipping.... " welp, I guess you weren't quick enough for the product on hand.

No modern manufacturer is going to keep excess " might sell" product on the shelf... and if the parts are available to make your upper, those parts don't "need" to be made into a upper for you.

Typically... manufacturers , lets say for the sake of argument, make 20 specific type uppers... they are "guessing" / hoping that they will sell those 20. And then they move on to the next perceived marketable item... running back to make one more just for you is not practical in a business.

I have to say... sanpedroranch, your post actually makes me feel sorry for PSA... not you.

I have no ill will against you, sanpedroranch... but I can't respect the way you have gone about this.

And I truly mean no dis-respect to you ... but by God... if you can go online and act like you have, then I will voice my thoughts as well.


Again.... sanpedroranch, your post actually makes me feel sorry for PSA... not you.

 

[sanpedroranch]

Well good thing I wasn't asking for sympathy. I'm sure a lot of people will continue to use PSA, they offer a good value I haven't once denied that nor said they weren't. It was never getting my way that had me upset. When it comes to delivering on a deal come hell or high water I'll see it through. Its how I was raised.

Great example, I own and operate an outfitting business. On one occasion I had a client that paid for a specific WT buck that was on the downhill. The rancher priced him well below market value for that season. he made it known that he was after that WT and would continue to hunt him till he got him. knowing the deposit is not refundable stated up front and on release of liability and when a hunt is booked. I do roll over hunts, offer same class animal or will offer an exotic in the same price range the customer may want. Basically, anything I can do within the agreed terms. So, it's the end of our WT season and after 3 weekends we still hadn't gotten him. He told me Before leaving he was going back to the Middle East and couldn't come back for a year or two. He asked if our family ranch had any WT with drops. We did but the only mature ones were at least 25-30" bigger and more expensive. He asked how much more and if the odds were there. The price difference was roughly 65% more than what he was paying because the rancher wanted to move the WT. long story short I let the client shoot a buck of a lifetime knowing I was significantly in the red on the deal just to make it right and deliver on the deal he and I made. Maybe this gives some perspective maybe it doesn't on the type of individual I am. We live in America we all have the right to say what we please and have an opinion.

I spoke to Josiah, who is one of the founders and heard him out. He seems like a good guy and even better boss/owner. I think that says a lot about management of a company when someone that high up will reach out to a customer. We didn't see eye to eye on every talking point. I expected that but I do understand his position and where he is coming from. In addition, he pointed out I ended the conversation and the CS rep DID NOT hang up. He also felt his CS rep was not rude. We have a difference of opinion on that, but I pointed out rude can be and usually is subjective. I do feel that she was, but I have a lot of respect for a business owner who has their employees back, but willhold them accountable. In this regard we are cut from the same cloth and he has my respect. He seems like a straight up individual and seeing his actions I take the man at his word and need to add that to this post. So, I own that and do apologize for including that detail in the aforementioned posts. it was incorrect.

After letting the man explain his position and share his perspective he offered to do everything he could to complete the order. He called me back just a minute ago and he is going to complete the order as it was originally ordered. This situation was a headache and a part of it was self induced. I'm not so arrogant or immature enough to recognize that.

In my eyes PSA made good on the deal. I have a lot of respect for Josiah and his company. I will continue to purchase from PSA and knowing what I know now when I make a purchase I know that a cancellation can be possible.

Sincerely,

Sanpedroranch

 

[Cavitation]

Josiah is very good at getting things right. Some guy posted pics of his screwed up upper receiver. It was screwed up by him improperly installing a muzzle device. I called him out on it before Josiah messaged him. In the end Josiah fixed it for him even though it was not a fault on PSA.

AL

 

[Alexander Cain]

I live in Columbia near the PSA store. I've spent a good bit of money there. I've learned a few things from them. Their budget stuff is for sure quantity over quality. If you order something plan on it shipping late. I've had a few orders, specifically a Geisselle SSA-E that was ordered on sale, they emailed me stating it was sold out. I called and spoke to someone that offered me a SSA with a giftcard instead and I never got a giftcard. Also had some other stuff mixed up over the years. They usually work it out.

However, good luck with the stores in person, no staff and you'll wait forever to get anyone to help you. I've also seen a few of their budget rifles fail on qual day at work. But somehow they still get my money lol.