M14 Forum

1KPerDay · December 16th, 2011, 01:25 PM

Just for posterity.

Quote:

Subject: Give that gal a raise! Feedback on excellent franchi/benelli customer service

Dear *****,

I asked ***** ******* to give me the name of her supervisor so I could write and tell you what a great experience I had dealing with Franchi/Benelli customer service recently. I have several older Franchi 48 ALs in 12 gauge, which as you probably know, aren't manufactured anymore. Two were missing the correct friction ring and friction spring and parts are scarce. I'd been searching the 'net for a few days without success when someone recommended I contact you guys, and I figured what the heck... worst you could do is say no.

I left a message after navigating your voicemail system (which could be improved, BTW... it says push 1 to leave a message but you have to push it again for the beep; I only figured that out after a couple of calls and by accident), and a couple of days later I received a call from a very nice, courteous woman named ***** who assured me they had the proper parts and would be happy to send them out to me if I provided my serial numbers. I was dumbfounded that it could be so easy. She gave me her email address so I could send her the information, and she responded in a very professional and friendly manner. A week or so later, I received the parts I needed, no charge.

I have a good friend that has a 48AL and was missing the same parts, and he had the exact same excellent experience I did. When he called and asked how much the parts would cost, all she said was "well, the next time you're thinking about buying a new shotgun, give Benelli your consideration." He said he certainly will.

THAT is the way to spread good will and good word-of-mouth about your company. Both he and I are fans of Benelli now and will certainly hold your company in the highest regard for our next shotgun purchases (we both have multiple guns).

So keep up the good work, and next time ***** comes up for review, make sure this letter goes in her file. :D

Thanks again, and happy holidays!

Jeff *****

P.S. I have posted my positive experiences on several prominent gun forums also.