I recently purchased a 20" AR-10 from PSA and the item I received was built with an upper receiver assembly and BCG that had obviously been built in an assembly that was fired more than a few times for testing. There were clear markings on the upper assembly where optics were mounted, the BCG showed signs of wear and the bolt face was covered in a good amount of brass transfer. I contacted PSA about this issue and was told to send the item in for replacement.
Before I sent the item back I marked components with black ink dots and documented the damage with photos to ensure the upper was replaced. I received an email that stated, “Upper receiver and rail were replaced due to blemishes being present. Rifle was test fired to check function.”
When I received the firearm back, it appears that the handguard was either replaced or re-coated (most likely re-coated due to signs of what appears to be touchup work) and the receiver appears to have been touched up as well. The barrel, flash hider, bolt and BCG all were returned with marking that were present before return. (Photos and unboxing video available) These items that were assessed as USED and were needing replacement were not only not addressed, but appear to have not been replaced as communicated.
I have tried to contact PSA directly by phone and email. I was told by phone that a supervisor would be contacting me, but as of now, that has not happened.
Do you all have any advice on how to proceed in getting this issue addressed? I appear to be being ignored. It has been 6+ weeks since this all started.
@Joshlovesguns may be able to help but it is approaching the weekend so don’t expect something right away. That line on the upper looks to me like a normal handling mark that will easily go away with a light coat of oil on the receiver. I’m also wondering if you bcg perhaps has some of the dry film lube on it that PSA uses inside their uppers. It will make it look used even though it isn’t.
Personally, and I in no way have seen your gun othe than this picture, i would gladly shoot that rifle. Unless you wrap it in some sort of protective film, every gun will show wear and tear, even if cerakoted, painted, etc. That’s just me though.
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Being new to the forum, I am only able to post one photo at time. That was just the first in a list of photos that I tried to post, give folks an idea of where a portion of the external indications were noted (see free tape on upper rail). Better photos are available and video as well.
The main issue I am having is that PSA does not seem to want to address a quality escape. Being that I marked all major parts of the upper assembly, I am shocked to have gotten those parts back after being told items were replaced. Clarification is needed from PSA but I seem to be being ignored by customer service.
It’s hard to see from your photos. That bcg to me looks fine, but I’m looking at a photo on a phone, which isn’t the best.
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Also, they don’t “recoat”. If they said replaced, you got a new part.
See this one as well
Also, keep in mind this was assessed as a used items by several folks. I’m sure it “looks fine” but selling a used item as new is not exactly what customers want. I don’t doubt it won’t explode, but I want what I paid for.
Again, I can’t be the judge as I’m not looking at the actual part. I tagged Josh in this thread, hopefully he can get you a resolution (or get one started) next time he is at work.
I understand where you are coming from. I am just trying to show some image to help communicate the issue. Here is a picture of the handguard that was returned. See second or third gap from the end. It looks in all ways touched up. I was told it was replaced.
Just let Josh work with you on this. If that doesn’t work, contact me via PM and I will hook you up with someone else (but that step shouldn’t be needed as Josh is awesome).
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Thank you so much. I appreciate the assistance. The phone folks seem to have not pointed me to the correct folks.
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GuitarGUy is right. Josh should be able to get you going.
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@Long-Term-Customer PM me your order number or the RMA number they gave you when you sent it back. This will let me pull up all the notes from our Repair Team so I can start looking into it for you. I’m sorry this has been such a fiasco for you, but I’ll do what I can to get it taken care of.
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@Joshlovesguns I am being told I can not PM you for some reason. I will keep trying.
I assume it’s user error.
Gotcha covered…hang on.
It is a new member restriction, pm’ing, multiple pictures at a time etc. Here are the trust levels and how to achieve them. Thanks @GuitarGuy for getting him in touch with me.
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