I used the little search button but not really finding any decent info and also have called and emailed with no response.
Has anyone dealt with a JAKL warranty lately? Or just a warranty in general? I’m past the 30 days point of them saying they received it. But zero response back trying to call or email.
It was just a simple repair. The gas block adjust came loose and the detent spring for it broke and the detent was jammed. Basically I couldn’t get the detent out and replace the spring, and being it was less than 2 weeks old I took it in store(I live in SC) for a warranty thinking someone there could just walk out and take a look. I was wrong, they don’t let any of the armorers look at walk in issues with their products. So then CSR handled a warranty claim. They gave me no RMA as deference and the only thing I have as evidence I even took it in is a photo of the form they had me fill out in the store, which isn’t serialized. The email I received 2 weeks later said they had received my product and allow up to 30 days and it’s been 35 since that email. So they have this thing going on 6 weeks and I’m not even sure where it’s at physically.
Anyone know a better phone number or channel to use other than what’s listed on the site. I at least want to know where my gun is. Sucks to only posses it for 2 weeks before a major malfunction.
Actual days. But it’s been 35 since the email. So that would technically be roughly 25 days. Still though. To not hear a word about where it’s even at or any timeline is annoying
I’d drop by the store to see if it’s there if it’s close and ask for an update from them. Hell, it may already be back. All the brick and mortars are busy like crazy.
You said your email from PSA said 30 days. PSA’s downloadable, online repair request form says “Our repair/replacement process can take up to 10 to 15 business days to complete.” They may be behind in processing warranty claims, but unless they said 30 business days, I would have made the same assumption as you - that it would be 30 calendar days.
I should clarify. The original email just said we have received your item. No timeline of anything. I reached out last week, which was just shy of 30 days from that email, and that was in the email I receive. That email was sent through their website CS portal and the email i received after look auto generated. I have yet to get ahold of a real person. Again, if they’re behind, I get it. I’d just really like to know a clearer eta and get a human response to anything.
Will note I also called, but it referenced me to the site and when trying to get a person I was on hold for roughly 30 min so I hung up
Already did. Picked up an order a few days ago. The CSR said they don’t know anything about warranty items and if it’s not in their ready to release pile they don’t mess with it
an important note to remember is PSA has no armorers in store., at any of their stores.
you should have a RMA # How did you get the rifle to PSA? You filled out a form in the store? this is something i’ve never heard of. Usually you’d have to call the customer service and they will take all your informaton, send you a shipping label, and issue a RMA for the rifle so it can be tracked. Without the RMA, no one knows what rifle it is or why its there or who it belongs to etc etc… what im saying is you need an RMA to denote all of those important things. without that identifying numjber it will be especially hard to figure out what gun is yours, what is wrong with that gun, how long it has been in the warehouse for repair, and who to send the gun back to once repairs are complete.
i guess im just worried that you’ve somehow gotten lost in translation here… or am i mis understanding the whole thing?
Yeah I walked into the Summerville store. Said hey I have a problem any way you can take a look. The guy was like “sure” and was obviously clueless about everything. Then had me go to the range marshal and disassemble everything owner there. Like the optics, the brace, all added pieces etc. the. When it brought back to the counter he looked it over and said “well just submit a repair order”. He filled it all out and I double checked what he wrote and took a photo of my purchase receipt next to the paper with the gun in frame and that was it. 2 weeks later I got an email saying “we have received your item” and then haven’t heard a word since. We’re on like day 37 since that email and 52 days since I took it into the store. I live literally golf cart distance away so it wasn’t a big deal to bring it in. But now I can’t get ahold of anyone and the store has not clue where it is. The guy who filled the form said “I just put it in the back in the repair section, and don’t know anything until it’s back in that section again”. I know they have people on the back assembling and testing firearms. So I assumed that it was something that could be done at the Summerville store. For all I know it is there and the email I got was only 2 weeks behind because the guy who does warranties was on vacation. I literally have no clue.
And in sure there is an RMA, I was just never told what it was. Even responding the “we have your fire arm” email, I get no response. So I don’t even know what to say when I do get ahold of someone other than give them my name and the pistol serial number and hope the system can track it that way and I can get an RMA. It I can’t even get through on the phone and no one has responded to a single email.
yeah thats new to me, the whole form you filled out as well, i hadnt heard they can take in guns to be repaired at the local stores, much less having anyone assemble and test firearms in the store. that usually is not done in store at all, and is done at the manufacturing plants only, thats why they have the manufacturing plants in the first place. that whole thing there sounds odd and fishy to me… unfortunatly i dont work for psa, and only @sean.psa or @Josiah_PSA would be able to possibly shed some light on this for us. they’re so busy these days though i dont know how much of a chance they’ll see this or not.
I would have thought it would have at least been in the email they sent you, because they obviously know from the form you filled out (which must be legit) that it belongs to you and you took it in for repair as they contacted you. sadly all i can tell you to do is to keep calling CS until you get someone, and then you may need a supervisor or someone higher than just that standard person who answers the phone. You can always forward them the email you received as well, not that it will do any real good without a RMA or some sort of number that is unique to track.
like i said, you’re the only one i’ve ever heard of being able to turn in a firearm for repair at a store, and further, your not hving been given a RMA or other number to use to trace your repair and firearm makes it even that much more difficult. I wish i could be of more help, or offer someone to point you to to help… I dont even think @mattbbb14 could shine any light here, as much as he does with CS, but i’ve just tagged him here in h opes he has some form of an solution or route for you to take to find out more. so until then, i’d just keep calling CS… maybe they’ll get so sick of you they’ll get you to someone who can help finally. hopefully.
Yeah this is the email I got. No RMA. I did reply even though it says not monitored I emailed through through the support portal as well. I’ve called that number 5 times. I need to sit down and take a chunk of time out of my day to really sit and wait on hold and sit through everything until it’s resolved. I just don’t have that kind of time to sit and wait on hold or be cross transferred several times. BUT, at least they know the owner of the gun?? So I’m assuming the form I filled out was obviously valid and they do have it. But without the RMA everyone I talked to was being a politician with info and just talking in circles.
yeah thats the problem. since you have no RMA number CS has no idea how to find your product/gun that you turned in. which is why i thought it weird you didnt get any form of tracking number / RMA number, or first and last name of someone to contact. at this point, calling CS will probably just get you going in circles cause you have no way to track your gun without an RMA #… you may just have to wait it out at this point… it sucks, but that may be the only course of action.
This was a storefront repair, so you don’t receive a case number initially. The stores will sit on repairs until they have a few to send in at once, hence the delay. I show your Jakl as having been received on 4/22. Repairs are taking 45 days or more at this point. Please be patient. Your Jakl will be returned to the retail store when the repairs are completed, and you will be contacted from the store to pick it up. You repair case number is 01902863 should you need to refer to it in the future.
Ha well paint me blue and call me a Smurf. At least I know it’s not lost. That was the biggest part for me. First warranty experience and being in the dark is not fun. I wasn’t even worried at all until I tried to call for a round about eta and got NOTHING from anyone. I feel better now. I was going to dedicate some time to sit on hold today to get some answers.
Thanks so much Matt! I Appreciate you chiming in here and getting us the update and repair number. I had no idea prior to this that they accepted rifles and pistols in store for repair to be sent in. good to know it is a standardized process… perhaps we can suggest that they give the customer the case number or something to follow up with when the customer drops off the item to be repaired. just a thought. Thanks again for the help.
nah, i knew if anyone on here could help it would be Matt so im glad we got you some answers. thats awesome. glad you feel better. Thanks again @mattbbb14
I’m not saying Matt is a magician, or if he had anything to do with it. But today I got this email. Looks like there was some pretty extensive repairs/work done. Also got like 5 other emails in regards to receiving it, completing it, shipping it all in a 10 minute window. Given the work scope, I doubt all of this was done and completed today.
To clarify this wasn’t really a complaint thread, just more of a, “has anyone had a similar experience and what did you do thread”.
