Warning: the following has certain elements of a rant to it.
Disclaimer: I'm a fairly impatient person in general.
That being said, here goes.. Two months ago I dropped off a rifle at a local gunsmith/store to have some custom work done, to include cutting and recrowning the barrel, trigger/action job, refinishing, and some other odds and ends. I was told that everything but the refinish (hard chrome) would be accomplished in-house and that since they had to outsource the chroming to add about two weeks to the time frame. The estimate was 4-6 weeks for everything, with the standard disclaimer that it could take more/less time - and by the way don't call us, we'll call you when it's finished.
I violated that policy three weeks into the process when I happened to be in the store shopping and casually inquired if I could get a progress check and estimated time of completion. I was given a response that unless I had been called to let me know it was ready for pickup not to bother them as this constitutes a time-consuming interruption. I let it go at that, paid for my other purchases, and left.
Last week, Wed, hit seven weeks with no words and now I'm getting fairly impatient to get my rifle back - especially since I'm looking forward to enjoying the custom touches I was having done. I stopped in the store with the intention of no-kidding finding out what the status of my rifle is. After explaining who I was and what I was after I was told that the chroming could actually add up to 60 additional days to the process. I understand that estimates are just that, but 60 days seems excessive to me and the discrepancy between first being told two weeks and then 60 days is unsatisfactory - something that the shop needs to work out for itself in my opinion.
They looked my rifle up in the computer and asked around the shop, finally determining that they had received it back from being chromed but that, oops, it turns out that there is a crack in the receiver and they had sent the receiver and barrel to the manufacturer for replacement/repair on 27 November. Naturally, my next question was what is the manufacturer doing to fix the issue and when was it going to be back to the shop (since now the receiver will have to be again sent out to be chromed). I assumed since it had been a full 10 business days since they sent it that they would have some notification or would have inquired about it themselves. As it turned out, the shop had no clue as to the status - nor did it seem that they cared much. I told them that I wanted them to contact the manufacturer ASAP and then call me as to the disposition. I was assured that they would get on it first thing the next day. The next day (Thursday) I received a messge that, unfortunately, they didn't get a call into the manufacturer before they closed (EST business hrs) and that it would be Monday before they'd try again.
That brings us to today. Again, having heard NOTHING I went by the shop. Blank stares slowly gave way to recognition and the statement that they have not been able to get through to the manufacturer - something to the effect that "all operators are busy". I asked if they had been trying to call since Thursday and that they've been unsuccessful at reaching anyone for FOUR business days? Yup - shrug. Knowing that: 1. My patience was wearing thin. 2. Yelling is generally counterproductive, and 3. I don't want to piss them off since I still want my rifle back this year (we'll see about that one) I left.
I then looked up the customer service number for the manufacturer and HUZZAH! I was connected to a rep after an excrutiatingly long 06:19 wait on hold, during which time I did other things. I found out that the manufacturer was replacing the receiver but that they couldn't tell me how long it was going to take (I'm getting really fed up with that answer). But at least I know something now, no thanks to the gunshop.
Now that I've gone the long way around the barn with this: Should I just chill out? I'm fairly dissatisfied with the performance of the gunshop. I realize that some things are beyond their control (although the jury's out on how the receiver got cracked - I've only put about 40 factory rounds downrange) but the complete lack of customer service and the don't give a S**t attitude is really pi$$ing me off. At no time did the shop bother to update me of anything, which at a minimum I would have liked to know about the cracked receiver instead of having to pry the info out of them. It doesn't give me a lot of confidence that they are being up front with me.
I'm trying to figure out how I want to deal with the shop at this point. I'd like them to push the issue with the manufacturer in an attempt to light a fire up their butt, but I'm not sure I'm going to make any headway. If I continue to get the cold shoulder I'm thinking about outing their name in follow-up posts to this and other forums. I'd rather not do that, but if they don't care enough to strive to make a customer (who put down a 50% deposit) happy why should I care if they lose business?