Posted By: wlgorman
Benelli customer service...LONG READ - 01/23/16 03:00 AM
SO. About 7 years ago I bought a Franchi I-12 in Max-4.
A little background for those who dont know about them. Franchi is a Benelli brand, like stoeger, but better. It goes Benelli>Franchi>Stoeger. Franchi I-12 is an inertia driven semi-auto, 3" capacity.
I had zero problems with it until this year. This shotgun has been used HARD on many, many bird hunts, mostly waterfowl. Ive always cleaned it after every hunt. I mean completely disassembled everything (bolt disassembly, trigger group, you name it.) Its been wet, its been dirty, etc, etc. This year, on the same hunt, I had multiple failure to eject, and multiple light primer strikes. The weapon was real clean. I took it home, cleaned it again, next hunt, same story.
Called Benelli warranty dept. Its still under warranty, so I sent it in on Nov 18, 2016. Benelli got it, said it needed a new action spring and firing pin spring, covered under warranty. Never heard back. Called around mid-december. They said they already sent it back via UPS. Cool. I wait around about 2 weeks and no shotgun.
So I call, get the tracking number. Its been at a UPS branch in Ft. Worth for NINE DAYS. So I call UPS. They say its lost, they will file a claim, if its not found in 3 days they will "settle the claim." Alright. 3 days. No word. I call UPS, they say "the claim has been 'settled-positive", whatever that means. And ill have to call Benelli, as UPS cannot give me the information as im not the sender.
So I call Benelli, apparently, Charlene is the one I need to talk to. From what they say, she is THE ONLY person in the company that communicates with UPS claims department. Well, Charlene is out of the office, on bereavement leave. Ok, I can understand that.
Well, I call Benelli EVERY DAY, for 2 weeks, with the same story. They give me an extension x101. Every day, I call Benelli, every day I leave Charlene a message, then immediately call back to see if another rep can help me. No luck, same story, every day, for two weeks. I'm patient this whole time.
Finally, I call, they give me the same story, and I lose it. Well, now I get to talk to Joanie (who apparently shares an extension x101 with Charlene).
Joanie's story is, "Oh ive been working on your file for a week, no one knew your name until you called today. Here is what happened, somehow, UPS put your shotgun in a bulk shipment of another brand's shotguns that went to a sporting goods store in Louisiana. They called us and reported it, since it was still in our box with your shipping info on it. They're gonna send it to us, we will look it over, and send it to you."
I say "Great, youre gonna overnight it, right?" She says no, unless I want to pay for it. I raise hell, and she agrees to send it overnight. I ask, "PLEASE, call me when you get it, so I know whats going on, and so I can get a tracking number, since I would probably never have known it was lost if I didnt check it myself." She says "sure no problem."
Fast forward about 9 days, I get it in the mail. The eye on the stock where you attach a spring is broken off. So I call them and let them know. They tell me that there is nothing they can do. I raise hell, they say they can send me a new stock, but they dont have any in Max-4, and they wont be getting anymore. I say fine, send me any stock you have. The finish is worn and I will prob get it cerakoted or re dipped.
SO I guess all is well and good. UPS screwed up, but I feel like Benelli could have done a much better job. Their customer service is garbage. They never called me back when they couldnt get an answer and "needed to find out".
I will never buy another Benelli brand again.
wlgorman is online now Report Post
A little background for those who dont know about them. Franchi is a Benelli brand, like stoeger, but better. It goes Benelli>Franchi>Stoeger. Franchi I-12 is an inertia driven semi-auto, 3" capacity.
I had zero problems with it until this year. This shotgun has been used HARD on many, many bird hunts, mostly waterfowl. Ive always cleaned it after every hunt. I mean completely disassembled everything (bolt disassembly, trigger group, you name it.) Its been wet, its been dirty, etc, etc. This year, on the same hunt, I had multiple failure to eject, and multiple light primer strikes. The weapon was real clean. I took it home, cleaned it again, next hunt, same story.
Called Benelli warranty dept. Its still under warranty, so I sent it in on Nov 18, 2016. Benelli got it, said it needed a new action spring and firing pin spring, covered under warranty. Never heard back. Called around mid-december. They said they already sent it back via UPS. Cool. I wait around about 2 weeks and no shotgun.
So I call, get the tracking number. Its been at a UPS branch in Ft. Worth for NINE DAYS. So I call UPS. They say its lost, they will file a claim, if its not found in 3 days they will "settle the claim." Alright. 3 days. No word. I call UPS, they say "the claim has been 'settled-positive", whatever that means. And ill have to call Benelli, as UPS cannot give me the information as im not the sender.
So I call Benelli, apparently, Charlene is the one I need to talk to. From what they say, she is THE ONLY person in the company that communicates with UPS claims department. Well, Charlene is out of the office, on bereavement leave. Ok, I can understand that.
Well, I call Benelli EVERY DAY, for 2 weeks, with the same story. They give me an extension x101. Every day, I call Benelli, every day I leave Charlene a message, then immediately call back to see if another rep can help me. No luck, same story, every day, for two weeks. I'm patient this whole time.
Finally, I call, they give me the same story, and I lose it. Well, now I get to talk to Joanie (who apparently shares an extension x101 with Charlene).
Joanie's story is, "Oh ive been working on your file for a week, no one knew your name until you called today. Here is what happened, somehow, UPS put your shotgun in a bulk shipment of another brand's shotguns that went to a sporting goods store in Louisiana. They called us and reported it, since it was still in our box with your shipping info on it. They're gonna send it to us, we will look it over, and send it to you."
I say "Great, youre gonna overnight it, right?" She says no, unless I want to pay for it. I raise hell, and she agrees to send it overnight. I ask, "PLEASE, call me when you get it, so I know whats going on, and so I can get a tracking number, since I would probably never have known it was lost if I didnt check it myself." She says "sure no problem."
Fast forward about 9 days, I get it in the mail. The eye on the stock where you attach a spring is broken off. So I call them and let them know. They tell me that there is nothing they can do. I raise hell, they say they can send me a new stock, but they dont have any in Max-4, and they wont be getting anymore. I say fine, send me any stock you have. The finish is worn and I will prob get it cerakoted or re dipped.
SO I guess all is well and good. UPS screwed up, but I feel like Benelli could have done a much better job. Their customer service is garbage. They never called me back when they couldnt get an answer and "needed to find out".
I will never buy another Benelli brand again.
wlgorman is online now Report Post