Back in mid-April I wrote a favorable post about Kel-Tec customer service. I found myself in need of a magazine catch for my Sub2000 rifle and contacted customer service, inquiring as to how I could buy the replacement magazine catch. Until somewhat recently, the item had been available for purchase in the Kel-Tec website store. For some reason it is no longer listed in the store, so I made contact with Kel-Tec through their website email.
I received a prompt reply stating that the magazine catch would be mailed to me at no charge. I thought this was great service, and wrote a blog post to that effect. I think I was premature in lauding Kel-Tec's service.
On April 20, 2011 I received an envelope from Kel-Tec. It contained a pair of front sights for a pistol. Not what I requested. I sent a follow up email to Kel-Tec and received a reply that the magazine catch would be mailed to me. So I waited. Two weeks after that I sent a follow-up email to Kel-Tec stating that I had not received the magazine catch. I received a reply stating that the magazine catch had been mailed to me, but another one would be sent out. That was on May 4, 2011.
Yesterday I decided that I was tired of playing the email game and sent a letter explaining my wait and offering to purchase the magazine catch. I also sent a check to cover about twice the cost of the part (from my recollection) and postage. I hope that I actually get the part I need.
I have owned a number of their firearms over the years and have generally been satisfied with the quality for the price paid. I am not so sure now about their customer service. I still like my Kel-Tecs and have no plans on selling any of them, and I am not discouraging anyone from buying Kel-Tec. I do think that I will make a list of any parts I might need in the future and prospectively place my orders for those parts.
I will post an update when and if I get the part I ordered.
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