Author Topic: PSA build quality (Read 7063 times)

Steamforger · « **on:** August 15, 2016, 12:46:06 am »

I have a 20" CHF barreled AR from PSA I've been leaning towards changing up a little bit here recently. One of those changes was a MI M-Lok forearm. The current A2 gas block was not going to work with this arrangement. I removed the taper pins and was struggling to get the gas block off the barrel. Under it was the butchery shown. I'd guess someone put the drilling jig on backwards, drilled, then realized their mistake. Instead of owning up to the damage, they just drilled a 2nd set of taper pin holes and covered up the damage with the gas block. A mechanic clearly scrapped this barrel, hid the damage and PSA shipped it.

Since burrs are not structural elements I sent a pic of the holes and a copy of my receipt to PSA's customer service dept stating my intention in writing to use the lifetime PSA warranty for defective workmanship.

PSA has completely ignored me at every point in this. They will not reply to my emails and their phone appears to not be in service as of this last Friday. They simply do not care. Since the likelihood of this barrel being replaced is a no-go, I'm going to just end up eating the cost of a new one. The good news is a local maker saw the pics (forwarded by a friend) and are getting me set up with an 18" barrel with the gas block installed for their cost. Another company is doing more (much more IMHO) than PSA can be arsed to do for their screw up.

I get that mistakes happen. I worked in a machine shop for nearly a decade so believe me when I say I've been there. What pisses me off so much here is PSA's silence. Their attitude seems to be "That upper made it out the door, we got the cash, and it's your problem now." That other company just earned a new customer and I'm done with PSA.

WeTheArmed.com

coelacanth · « **Reply #1 on:** August 15, 2016, 12:49:23 am »

Man, that is ugly.

Kaso · « **Reply #2 on:** August 15, 2016, 01:10:13 am »

I'm not sure I see the problem. The proper holes were drilled, and were holding the FSB in place. The improper holes (which are unsightly) were concealed by the FSB. You were happy with the upper until you tried to remove the FSB... So I'm assuming all worked properly?

I guess I can't see the issue. You bought a cheap upper. As you worked in a machine shop, you must know that you get what you pay for. Guys who buy cheap uppers (I did once, a DPMS, and had a different sort of issue with it) know in the back of their minds that 'they're cutting corners somewhere. On the surface, usually all seems fine. You dug a bit deeper than most, and now we can see how they maintain their price point.

PSA's customer service is the real cause for concern. Their problem or no, if they are ignoring you the way that you say, that is unacceptable.

Steamforger · « **Reply #3 on:** August 15, 2016, 01:49:53 am »

A pin pressed into a hole is supported by the hole. Roughly half of these two pins are supported by a burr. The proper hole wasn't drilled because a little less than half of it is missing. It is very clearly a manufacturing defect. Will the gas block come flying off? Unlikely as it would move backwards if the burrs failed, with a short jump into a shoulder. That doesn't mean it wasn't scrapped or is acceptable in it's current condition though. Its had about 1 mag run through it to sight it in then it sat in the safe until funds could be dedicated to it so there really wasn't much "happy with the upper" to be had.

I agree the silence from PSA is unacceptable.

Kaso · « **Reply #4 on:** August 15, 2016, 02:10:11 am »

Quote from: Steamforger on August 15, 2016, 01:49:53 am

It is very clearly a manufacturing defect.

Okay, perhaps you are right. I wonder if one would see such a product come out of Noveske or DD.

GeorgeHill · « **Reply #5 on:** August 15, 2016, 07:23:28 am »

No. You wouldn't.
PSA is getting better... But this is too much.
Call them. Emails can get skipped or deleted... But a phone call... You get better results.

Grant · « **Reply #6 on:** August 15, 2016, 08:07:44 am »

As in "last Friday".....have you tried all week or this LAST Friday? As they're not open during the weekends, the phones that is.

Kaso · « **Reply #7 on:** August 15, 2016, 12:10:57 pm »

Quote from: GeorgeHill on August 15, 2016, 07:23:28 am

Emails can get skipped or deleted... But a phone call... You get better results.

This is true. However, bear in mind... Respect. You have to treat CS reps with respect, no matter how pissed you may be. When you call up with your complaint - no matter how legitimate - you are Not the first one who has ever had trouble getting a call returned. Not even the first from PSA. Yet how many that deal with PSA end up not getting any resolution to their issue? I'm thinking not many... Seeing as you have a picture proving that it was a manufacturing defect, your chances of being blown off are slim - unless you are a jackass about it.

See, I deal with customers daily, and ones who have issues with manufacturing defects, often enough. The polite and civil ones? I review the issue and get them scheduled for a repair. But the ones who act like they are owed the world, or better yet, that they were personally slighted or something? Yeah, those guys get stonewalled, ignored, and showed why they are ineligible for the warranty. It all depends upon them.

PSA wants to maintain a good reputation in the shooting community, and they are in the business of staying in business. If you have been civil with them up till now, my strong feeling is that the lack of response to this point is a result of an oversight rather than deliberate action.

ksuguy · « **Reply #8 on:** August 15, 2016, 05:31:36 pm »

That does seem like a pretty severe screw up. Scratches or minor tool marks on a budget upper are one thing, but that barrel should have been rejected.

Hopefully, their customer service will take care of it for you.

Steamforger · « **Reply #9 on:** August 15, 2016, 09:31:24 pm »

I've been trying to get in contact via email or phone call since last Monday. No joy so far. Emails have been matter of fact, but otherwise not inflammatory. I'll keep trying but my hopes aren't high at this point.

Kaso · « **Reply #10 on:** August 16, 2016, 06:43:47 am »

As in, they don't answer the phones at all? That is odd.

ksuguy · « **Reply #11 on:** August 16, 2016, 09:46:19 am »

Have you tried calling one of their retail stores directly? Maybe you could at least get someone that way.

GeorgeHill · « **Reply #12 on:** August 16, 2016, 03:41:15 pm »

PSA. The new HK.
Shame.
They've been making some very nice new things lately.

GeorgeHill · « **Reply #13 on:** August 16, 2016, 03:53:57 pm »

They could really use someone in their customer service department that can provide some leadership and institutional change of company attitude, and give them the power to fix what's broken.
I'd love to do that for them.
I've sent them my resume a couple times in the past.

Kaso · « **Reply #14 on:** August 16, 2016, 04:06:35 pm »

Quote from: GeorgeHill on August 16, 2016, 03:53:57 pm

I'd love to do that for them.
I've sent them my resume a couple times in the past.

Copy this thread and send it to them. If nothing else, it might get his barrel replaced.

Beyond that... they need help in the CS department, and you feel that you can provide that.

MTK20 · « **Reply #15 on:** August 16, 2016, 04:10:09 pm »

Steamforger · « **Reply #16 on:** August 16, 2016, 11:07:57 pm »

Their numbers seem to not be working at all during this matter. In other threads on other forums they seem to have had this phone issue in the past. I'll keep trying.

GeorgeHill · « **Reply #17 on:** August 17, 2016, 10:02:58 am »

I have sent them the URL for this thread.

Nick Cage · « **Reply #18 on:** August 17, 2016, 02:57:05 pm »

I have a PSA AR that I really enjoy and I enjoy their low prices.
That said I've had several orders with issues where they simply ignore me. The most annoying issue I had was one order where I had picked up 1 box each of several different brands of 9mm to test a new carry gun with and 2 of the boxes arrived 1/2 empty. I emailed and called and got exactly no where.

I ordered some 308 FGMM 2 weeks ago and never heard anything from them, when I call all I get is a busy signal. Then today I get a shipping notification.
Weird stuff.

FWIW The best luck I've had in getting their attention is their Facebook Page.

Steamforger · « **Reply #19 on:** August 17, 2016, 09:01:42 pm »

I called a retail location today and got a live person. Their customer service number seems to still be inop. He said he'd take my info and forward it to customer service, but that was as effective as he could be in this. He also stated that customer service was "really busy right now." Haven't heard back from them yet. I hoping they get me taken care of but I'm realizing we may be talking weeks if not a month or better.

Lupinus · « **Reply #20 on:** August 18, 2016, 08:16:19 am »

PSA's main flaw strikes again. Hopefully they get it sorted out for you because that there is unacceptable.

GeorgeHill · « **Reply #21 on:** August 18, 2016, 08:23:18 am »

There is a reason their customer service is real busy. It's not the Institutional Disease, but a symptom.

ksuguy · « **Reply #22 on:** August 18, 2016, 11:17:22 am »

The problem is that they have grown too fast and haven't invested in the customer service and distribution to keep up with that. They offer some really good deals on parts, but their shipping is quite slow and it can be tough to get ahold of them for anything. They also seem somewhat erratic with their product offerings. They will do something for awhile, then suddenly switch gears and make something completely different, and then you can't get the first stuff for months at a time.

sqlbullet · « **Reply #23 on:** August 18, 2016, 12:14:07 pm »

Grow faster than staff. Cut corners to keep up (see OP). Quality degrades. Customer Service requests go up. Staffing problems multiplied.

There are gobs of books about this specific cycle.

Steamforger · « **Reply #24 on:** August 22, 2016, 11:47:09 pm »

I received an email from them Saturday afternoon. They state they're "more than happy to send a shipping label for the return and repair of the upper", but they need the entire upper, not just the barrel. I don't see that as being unreasonable at this point. I'll get it back together and on the way to them.

Thanks to anyone who may have nudged them into action.