HK 45 Grip Insert Defect

[cyclops24]

My HK45 medium grip insert has a defect in it. It is flatteded on the bottom left edge. Looks like it happened when it was injection molded. I tried calling HK today. A lady answered the phone and I couldn't make out what she said other than HK. So I asked for customer service and she responded, "HK is closed today sir and hung up." Ok, if you are closed why are you answering the phone and was it necessary to be so abrupt? A simple, sorry but we are closed today due to the holiday. Please call back tomorrow between 8 and 5 would've been great. These companies all need to call Walter Birdsong someday so they can learn something. That man knows how to run a business and how to do customer service. He has loads of govt contracts just like HK and still treats me great when I call him to have one 1911 refinished and even took great care of me when I had a problem with the finish and it was my fault. I can only hope when I call HK back tomorrow my experience is better.

[Sidewinder6]

That might have been an answering service. They are notorious for that type of service.

[cyclops24]

It may very well have been a service. Like I said I couldn't even make out her greeting other than HK. I felt like I was bothering her when I called and that I was stupid to think they'd be open on Columbus day. Hornady was open and so was Natchez so I didin't think I was that far off base. Like I said I'll call to morrow and hopefully it will be a pleasant experience with everyone coming off a 3-day weekend at HK.

[cyclops24]

Welp, called back and got the HK Message this time and guess what it was the same lady on the recording that answered the phone yesterday. Older, gruff voice. But now that they're open, they don't answer the phone. Makes sense right? Answer when they are closed but don't answer when they're open. Anyway, I looked on my warranty card and called the customer service number and guess what? No answer again when I hit zero to speak with a customer service rep. I left a voicemail for Barbara so hopefully I'll get a call back but if they are anything like Sig, who doesn't return calls when you leave voicemails, I will be calling them again. Not impressed so far and I haven't even got to explain my issue.

[the_fallguy]

They returned my call in about three days.

[givo08]

They seem understaffed and usually you have to leave a voicemail or email for them, but I've never had an issue with them not calling or emailing me back. In fact I emailed them yesterday b/c I wanted some spare O-rings and none came in 45c box, and I got a return email today asking me for an address to ship them to at no cost to me.

[cueist]

Just a FYI: HK Inc just moved their Civilian and LE division to Georgia within the last month. Things may not be completely settled yet.

[cyclops24]

What is their email address, I will try that route as well? How often do they move?

[cyclops24]

Disregard, I emailed cs@hk-usa.com.

[cyclops24]

No response to my email but I did receive a call back while I was in a meeting so I didn't get to take the call. I called back but no one answered and I left yet another message. Does HK every answer the phone? Why is it so hard to get ahold of someone? I feel like I need to take a day off work and sit and wait for a call or call every hour until I get lucky like a radio station contest.

[cyclops24]

Received a call this AM while I was meeting with my director. I called them back immediately (within 3 min) and no one answered the phone yet again. How can a customer service specific number never be answered by the customer service reps? That makes no sense. If it was a general number for HK Corp. I could maybe understand. This is becoming a F-ing hassle. I even told them I sent an email as well and that they could reply to that since no one seems to be able to answer the phone. Starting to get real pissed off.

Before anyone says "well they're calling you back and you aren't answering either", my point is they have a customer service specific number that no one answers. That's like calling your credit card company and no one answering or any CS center for that matter. At least put folks in a queue and then leave a message. I feel like I need to schedule a conference call with these jokers.

[cyclops24]

I got an auotmated response that their email is going to be down until Oct 22 and to call. That's fine but answer the damn phone please. I love it. Maybe I won't be getting that MK23 afterall.

[Viktor]

Sorry about the grip defect and the phone tag with HK. However, do you think you could enjoy the gun AS IT IS for awhile until you can get the grip panel. Is it still shootable? I'll take it for $700 bucks shipped without the girp panel if it is a LNIB gun with one messed up grip panel. It can have a new home bside the P30 and USP45F :)

Viktor

[cyclops24]

HA HA...I actually prefer the medium insert over the small but it is shootable. Paying $869 for a pistol should entitle you to a certain level of QA. The good news is, I finally talked to HK. The bad, they have no medium grip inserts in stock and they are on order. I have to call back in 30 days and remind him of our conversation today and at that time I can send mine in for an exchange. AWESOME! No parts for available for my HK45! This gets better and better. I was real close to spending the $1799 on a MK23 but until this gets resolved I am waiting. I love the HK45 and P30L I got but damn, I never would've guess it to be this difficult to get the insert replaced.

I have a M&P 45 with NS and a Sig 220 Carry with NS both NIB, unfired that I'll sell you ; )

[cueist]

In HK Inc's defence I will say that unless you understand how small of a opperation it is it can get frustraiting. HK Inc is much smaller then you might think. Not to mention that HK Inc is in two different locations (Fed & Military sales in VA, and LE & Civilian sales in GA).

I'm sure that you can imagine all of the phone calls and emails that they get in a single day.

[marlinspike]

HA HA...I actually prefer the medium insert over the small but it is shootable. Paying $869 for a pistol should entitle you to a certain level of QA. The good news is, I finally talked to HK. The bad, they have no medium grip inserts in stock and they are on order. I have to call back in 30 days and remind him of our conversation today and at that time I can send mine in for an exchange. AWESOME! No parts for available for my HK45! This gets better and better. I was real close to spending the $1799 on a MK23 but until this gets resolved I am waiting. I love the HK45 and P30L I got but damn, I never would've guess it to be this difficult to get the insert replaced.

I have a M&P 45 with NS and a Sig 220 Carry with NS both NIB, unfired that I'll sell you ; )

Good ol' German customer service.

I can one up you. After it's first range session the e-clip on my Sig X-Five Competition's (yes, that's right, a $1700 gun) rear sight flew off. I contacted Sig. They told me they had no e-clips in stock for it. They didn't have any until about 3 months later.

Or how about this? They only had that e-clip because it's a generic piece of hardware. They actually do not stock any parts for the X-Five and have no plans to ever stock any parts for the X-Five.

[cyclops24]

It is just mind boggling. HK USA might be a small operation but for consumers plunking down $800-1000 for a pistol in this economy I find it alarming not be able to get service and then when you do, they can't help you for another 30 days. I would exepct this from a low end manufacturer not from a reputable manaufacturer like HK. Is it a small problem I am having? Yes. My point, if I spend the extra money for the BMW or the Benz, I would hope their would be a certain level of service, quality and availbility over a Chevy Cobalt. I would just expect them to have parts in stock for the HK45. It is not that new of a gun and is now being produced here in the US. This whole experience just makes me think twice about giving HK more money for the MK23.

[Viktor]

I think I need to send my resume and CV to HK. I want to work in the test and evaluation department:)

I wonder if they give an employee discount?

It would also be cool if HK did some kind or promo like Smith & Wesson. Even Sig did a promo not to long ago. Maybe when they are up and running in the U.S. but I wont hold my breath.

Viktor

[cyclops24]

I'll tell you what else shocked me. The guy from HK told me to call him back in 30-days and remind him of our conversation and my issue because he woudn't remember. So that means they have no tracking system in place. I wonder if they even have an ERP system? You would think they'd start a warranty claim and log it on the PC and reserve the part for me and then call when the part became available to do the exchange. Kind of like when you take your car in for service under warranty. I am just shocked that this is how HK operates. I am sure my small issue will be taken care of but it certainly is not easy or smooth. I still love my HKs but damn.