Anyone gotten through to Customer Service?
I ordered an ACR basic handguard over three weeks ago and it's still a no-show. I sent an email one week ago and called yesterday with no replies. Anyone gotten through/have any insight into what's going on? (yes I know they are moving, but no CS replies?) I've read through a few threads and some people have had parts just "show up" this past month.
Stupid me, I sold my enhanced handguard before I got my new one
Originally Posted By ACEMANN:
I ordered an ACR basic handguard over three weeks ago and it's still a no-show. I sent an email one week ago and called yesterday with no replies. Anyone gotten through/have any insight into what's going on? (yes I know they are moving, but no CS replies?) I've read through a few threads and some people have had parts just "show up" this past month.
Stupid me, I sold my enhanced handguard before I got my new one
Ouch. Move or no move, that's no excuse for not filling an order in a timely manner. My only suggestions are, bitch when you do get a hold of them, and that you can maybe find the handguard from another vendor and cancel your Bushmaster order. I'm not sure who might sell them. I purchased my ACR stock from Midway USA, but they don't carry the handguard. Surely there must be some other vendors that do though.
HIndsight being 20/20 - I would have called magpul first. Bet they could have fastracked an order.
I just wish they had put up a disclaimer about long leads during the move, or blocked orders entirely. I wouldn't have sold my handguard, and would have looked for other sources.
oh well - I'll give CS another call today and post an update if I get through..
got through today. Folding stocks 4-6 weeks, Something they said when I placed the order. 4 weeks ago.
Originally Posted By rescueswimmer:
got through today. Folding stocks 4-6 weeks, Something they said when I placed the order. 4 weeks ago.
I had the same thing happen to me. Placed an order 4 weeks ago.
Awesome..
Order was placed last week of Feb.
Still waiting.....
Ordered a few parts packs to rebuild the guts on a gun and 12 no tilt mag followers last week. Got the usual email about they will notify when items ship.
My Patrolmans M-4 A2 upper took 4 weeks but I did get an email about 3 days before the item arrived.
Anyone have any luck contacting CS concerning there orders?
I called two weeks ago (after one month of waiting) and was told "2-3 weeks". Had I been notified of this kind of delay I would have worked through magpul. Of course, no one answering phone calls doesn't help either.
I noticed rescueswimmer posted about BM receiving a shipment of polymer magpul parts *this* week so maybe my handguard is in there
that's the kind of customer service they offer, i have never had them send me tracking info or a confirmation email things from them usually just "show up".
Its why i don't buy stuff from them anymore.
I called on Wed. and got my replacement part ordered in about 7 and a half minutes total. We will see when it gets here.
I placed an order for a couple small parts on 4/4 and haven't heard anything since the initial email confirming my order. I am debating on whether to contact customer service next week to find out the status.
They refused to quote me a time frame on my folding stock I ordered early last month
I got through this morning - the parts from magpul are STILL on backorder and no real ETA. I stated I was told "2-3 weeks" 3 weeks ago, and they replied that the parts should be here any day, but it could be a couple of weeks. What a cluster fck...

Is Alex Robinson the new head of their CS dept?
I ordered two 7.62x39 mags on 03/21. Got tired of waiting on them (and they were almost twice as expensive as others), and called just now to cancel the order. Went through the automated thing and a short wait. Got some guy who found my order rather quickly and cancelled it. No attempt at salvaging the sale, no apology for the wait, no explanation. He just said "Your order's been cancelled" and that was it. Not even a "Have a nice day."
The whole call took less than 5 minutes.
Originally Posted By BuddyChryst:
I ordered two 7.62x39 mags on 03/21. Got tired of waiting on them (and they were almost twice as expensive as others), and called just now to cancel the order. Went through the automated thing and a short wait. Got some guy who found my order rather quickly and cancelled it. No attempt at salvaging the sale, no apology for the wait, no explanation. He just said "Your order's been cancelled" and that was it. Not even a "Have a nice day."
The whole call took less than 5 minutes.
Same thing happened to me when I called to cancel the folding stock. If I wanted this much difficulty getting shit I would have bought a SCAR.
I have a broken safety selector for my ACR supposedly being sent to me. That was 2 weeks ago. What a Cluster fuck they have become.
Not trying to make excuses for them, but all their operations have very recently moved to another state. Due to this, delays would most likely be inevitable in the near term...
Just a heads up...my order for magpul products from Bushmaster just arrived. Shipped from them yesterday and received today via UPS. Maybe they are starting to ship out all of the back orders?
Originally Posted By thearmschest:
Just a heads up...my order for magpul products from Bushmaster just arrived. Shipped from them yesterday and received today via UPS. Maybe they are starting to ship out all of the back orders?
I hope so. I've had a set of enhanced handguards on order for almost 2 months
edit: another 4-6 weeks

How about Tech Support? I'm curious about how they are handling that now. I used to do a fair amount of tech support in my days there. When I left there were probably over 100 unanswered tech support e-mails. I was too busy packing things up to send to New York to answer any of them. I figured somebody must be handling them now.
Parts availability was a MAJOR reason why I got the ACR over the SCAR. I was willing to spend the extra 200 - 300 price wise, but having parts stateside seemed to be a huge plus.
So what was that edit on the previous post? They are quoting 4-6 weeks for parts??

Originally Posted By ACEMANN:
So what was that edit on the previous post? They are quoting 4-6 weeks for parts??

That was the
estimate I was given on black enhanced handguards. I didn't ask about anything else.
Originally Posted By HK94dude:
Originally Posted By ACEMANN:
So what was that edit on the previous post? They are quoting 4-6 weeks for parts??

That was the
estimate I was given on black enhanced handguards. I didn't ask about anything else.
I see, so this was enhanced. I'm hoping my parts show up like the previous poster. Sad - I just realized its been nearly a month since I opened this thread!
Heck, I ordered an armorers wrench over a week ago, and they won't even return my e-mails to tell me if it's even in stock....
UNFORGIVABLE in the 21st century with computers and databases that are auto updating. Not to be able to keep real time inventory or at least a daily update.
Originally Posted By ACEMANN:
Parts availability was a MAJOR reason why I got the ACR over the SCAR. I was willing to spend the extra 200 - 300 price wise, but having parts stateside seemed to be a huge plus.
So what was that edit on the previous post? They are quoting 4-6 weeks for parts??

Quite a few SCAR parts are available, and stocked in the USA. The last order I made (for some gas control scrws) arrived in 2 days.
Not all parts are available, but many are.
Originally Posted By Strongbow:
Originally Posted By ACEMANN:
Parts availability was a MAJOR reason why I got the ACR over the SCAR. I was willing to spend the extra 200 - 300 price wise, but having parts stateside seemed to be a huge plus.
So what was that edit on the previous post? They are quoting 4-6 weeks for parts??

Quite a few SCAR parts are available, and stocked in the USA. The last order I made (for some gas control scrws) arrived in 2 days.
Not all parts are available, but many are.
Well that makes me feel all the more stupider
Well it's been over one month since I started the thread - CS is getting a call today and I'm not listening to BS. Like rescueswimmer stated, it's the 21st century get with the program. You've had a month to move, and my order 3 weeks prior to that.
It's funny.... I buy an MSAR and the company takes a dump starting with a complete dissolution of CS.....
now i buy an ACR and, well....... I guess ill just wait and see...
DS
I was just told no ETA of side folders or handguards but that they were waiting on magpul. I called magpul and they say they are shipping to them daily. What a cluster
Originally Posted By barkdog:
I was just told no ETA of side folders or handguards but that they were waiting on magpul. I called magpul and they say they are shipping to them daily. What a cluster
That is beyond sad - did you ask Magpul if they could drop-ship you a handguard? At least this tells us it isn't a capacity problem on magpul's part.
My guess: BM is taking all the parts for new production and giving the finger to small parts orders.
I called magpul and bushmaster. Magpul told me they are "back-ordered" as well! So who is making these parts? What have they been doing for 2 months? I then called BM and got the same "no ETA" BS line AGAIN. I made it a point that my order was placed two months ago before the move. The rep blamed "parts orders from suppliers" for the holdup (meaning magpul?). So are we now pointing fingers at each other?
So apparently I am in the middle of a back-ordered backorder with no end in sight after two months. I'm honestly stunned that after two months I can't be given an ETA.
This is weird I ordered a Bushmaster ACR Coyote Tele Folder Stock 2 or 3 weeks ago. I looked when I got home at my credit card online, and in my account shows a pending transaction from bushmaster. Weird it wasn't there this afternoon at about 1:30PM EST but its there now. Its a buck and some change more than I was told over the phone a couple of weeks ago. Soon as I saw it I thought I need to check the arfcom and see what the deal is.
I guess this means it shipped. Right. They were telling me Monday of last week when I called and checked on an ETA that it was 2 to 4 weeks.
Crossed fingers for you brother
Chris
Last time I ordered a barrel from BM the same thing happened, but it didn't mean it shipped, it was just a temp hold. Of course many things have changed so maybe it did.
In a fit of frustration having waited 2 months for my h/g, I ordered the magpul PTS Masada handguard from an airsoft outlet this am. I'm sure a major difference is that the heat shields are missing but nothing I can't construct myself. If you're interested:
Magpul PTS Masada/ACR Handguard
It's 32 bucks - what they heck. I'm sick of having a rifle w/out a h/g. Something weird though is that Magpul PTS HQ are in Hong Kong?? Looks like it should fit though.

Originally Posted By ACEMANN:
Last time I ordered a barrel from BM the same thing happened, but it didn't mean it shipped, it was just a temp hold. Of course many things have changed so maybe it did.
In a fit of frustration having waited 2 months for my h/g, I ordered the magpul PTS Masada handguard from an airsoft outlet this am. I'm sure a major difference is that the heat shields are missing but nothing I can't construct myself. If you're interested:
Magpul PTS Masada/ACR Handguard
It's 32 bucks - what they heck. I'm sick of having a rifle w/out a h/g. Something weird though is that Magpul PTS HQ are in Hong Kong?? Looks like it should fit though.

Magpul licensed their name/products for airsoft reproductions to a Chinese company, thus Magpul PTS. I hope it fits!
Originally Posted By Alien:
Originally Posted By ACEMANN:
Last time I ordered a barrel from BM the same thing happened, but it didn't mean it shipped, it was just a temp hold. Of course many things have changed so maybe it did.
In a fit of frustration having waited 2 months for my h/g, I ordered the magpul PTS Masada handguard from an airsoft outlet this am. I'm sure a major difference is that the heat shields are missing but nothing I can't construct myself. If you're interested:
Magpul PTS Masada/ACR Handguard
It's 32 bucks - what they heck. I'm sick of having a rifle w/out a h/g. Something weird though is that Magpul PTS HQ are in Hong Kong?? Looks like it should fit though.

Magpul licensed their name/products for airsoft reproductions to a Chinese company, thus Magpul PTS. I hope it
fits doesn't melt!
FIFY.... the chinese airsoft parts are not made of the same high quality Magpul polymer.
Originally Posted By Strongbow:
Originally Posted By Alien:
Originally Posted By ACEMANN:
Last time I ordered a barrel from BM the same thing happened, but it didn't mean it shipped, it was just a temp hold. Of course many things have changed so maybe it did.
In a fit of frustration having waited 2 months for my h/g, I ordered the magpul PTS Masada handguard from an airsoft outlet this am. I'm sure a major difference is that the heat shields are missing but nothing I can't construct myself. If you're interested:
Magpul PTS Masada/ACR Handguard
It's 32 bucks - what they heck. I'm sick of having a rifle w/out a h/g. Something weird though is that Magpul PTS HQ are in Hong Kong?? Looks like it should fit though.

Magpul licensed their name/products for airsoft reproductions to a Chinese company, thus Magpul PTS. I hope it
fits doesn't melt!
FIFY.... the chinese airsoft parts are not made of the same high quality Magpul polymer.
I thought that was kinda implied due to the mention of "airsoft reproductions" and "Chinese company."

It probably won't have any melting issues. I'm just not sure if it will fit a real steel (aluminum) ACR like it does an airsoft Masada though. I'm sure it'll hold up decently enough though, just not as well as real Magpul polymer products.
Oh I know - PTS Airsoft
I'm actually parting out my rifle on the acr forum. I'm cancelling the PTS handguard order. I'll let the BM handguard order go through since it will be virtually gold when it arrives.
I had an epiphany when looking for the PTS handguard. Remember I said Magpul mentioned "waiting for parts" and their own "backorder"? Nothing really direct like "our production line is running fulltilt" or "the floor is overloaded with new production". I have a really (bad) feeling the handguards are not totally made in the USA. Maybe they add the heatshields as final assembly but they might be molded in chinaland. THIS would explain the insane backlog of parts and the way they worded their answer to my question. Plus, EVERY PTS part I found was in asia, not a single US distributor for the handguard. Highly suspicious.
For the PTS stuff that is not unusual at all. Airsoft pretty much started in asia and is way more popular there. There was a big hullabalo on a
thread in the magpul forum about how PTS works. Basically they would never trust their proprietary polymers to a manufacturer overseas (as it would likely be stolen in about 5 seconds)
I finally cancelled my order with Bushmaster for an ACR Basic Handguard. I ordered the part on 2/16/11 and was told several times that the item would be arriving within (2-3weeks). I finally got tired of waiting and called Bushmaster on Monday to cancel the order. I asked the customer service representative, just out of curiosity, when they were actually expecting product availability for the ACR and he said it would probably be 2-4 MONTHS! That’s right…
MONTHS!
I asked a local gun shop if they could press the issue with more luck than I had and they were told the wait for ACR accessories was approximately 1 month.
Well it shipped out the 10th should have it tomorrow. Yes I have a tracking number shows delivery by end of day Friday. Should have it by noon if ups keeps their regular schedule.
It was a pending transaction since friday of last week, it now shows as a regular transaction for the correct amount.
After this gets mounted up my ACR will be complete other than the sling.
But I'm not worried about that right now. Gotta get a new job.
Chris
Originally Posted By rotorblade:
Well it shipped out the 10th should have it tomorrow. Yes I have a tracking number shows delivery by end of day Friday. Should have it by noon if ups keeps their regular schedule.
It was a pending transaction since friday of last week, it now shows as a regular transaction for the correct amount.
After this gets mounted up my ACR will be complete other than the sling.
But I'm not worried about that right now. Gotta get a new job.
Chris
Glad to hear your order shipped. Something positive for a change.
Yep getting this stick going has been a slight headache.
But when this comes in I can breath for once.
The real fun starts monday.
Did you get it?
Originally Posted By Plissken:
Is Alex Robinson the new head of their CS dept?
Originally Posted By BoovarBjarki:
Did you get it?
If you mean the Stock, Yeah got it. Came in a very small box. I was wondering if it was really in there but it was. Not as comfortable as I though it would be. Or maybe as I remember it being when I held an Enhanced ACR. OH WELL.
Now wondering if I should have spent the 180 on something else. Oh well I could probably sell it in the EE if I feel I don't like it.
Originally Posted By rotorblade:
Originally Posted By BoovarBjarki:
Did you get it?
If you mean the Stock, Yeah got it. Came in a very small box. I was wondering if it was really in there but it was. Not as comfortable as I though it would be. Or maybe as I remember it being when I held an Enhanced ACR. OH WELL.
Now wondering if I should have spent the 180 on something else. Oh well I could probably sell it in the EE if I feel I don't like it.
What's uncomfortable about it vs any other stock? It's got a nice sized area with a rubber pad for the shoulder and a nice sized adjustable cheek weld area, not to mention adjustable length of pull for whatever size you are or gear you're wearing.
Oh just something different feeling.
Actually the day I got it I installed it and checked the cheek weld. Felt different.
Tried the stock a different length a few times got it a little longer than the fixed and said thats a little better and put it away.
I need to get out and run all my mags through it. Thats how I have been shooting my ACR. Load all 7/30 round pmags and take a couple extra boxes of the IMI M855 and blast away. I'm so used to the fixed stock that I need a good range session with the tele folder to really see.
Plus I have been taking off the barrel every time I clean it after the range session. This time out I have a longer rod and will be able to leave the barrel mounted up. So I have to check zero every time I go to the range before the fun starts. Plus don't need to be a neat freak. I cleaned the locking lugs in the barrel with Q-tips last time for Shits and giggles. Next time out will start a new schedule and not worry about it as much.
Basically after this next range session everything will be set and ready to go and keep a mag in the rifle at all times.
Got a bad feeling about the stock's future on the gun, though.
Originally Posted By rotorblade:
Oh just something different feeling.
Actually the day I got it I installed it and checked the cheek weld. Felt different.
Tried the stock a different length a few times got it a little longer than the fixed and said thats a little better and put it away.
I need to get out and run all my mags through it. Thats how I have been shooting my ACR. Load all 7/30 round pmags and take a couple extra boxes of the IMI M855 and blast away. I'm so used to the fixed stock that I need a good range session with the tele folder to really see.
Plus I have been taking off the barrel every time I clean it after the range session. This time out I have a longer rod and will be able to leave the barrel mounted up. So I have to check zero every time I go to the range before the fun starts. Plus don't need to be a neat freak. I cleaned the locking lugs in the barrel with Q-tips last time for Shits and giggles. Next time out will start a new schedule and not worry about it as much.
Basically after this next range session everything will be set and ready to go and keep a mag in the rifle at all times.
Got a bad feeling about the stock's future on the gun, though.
You're not the first person to mention preferring the static stock over the dynamic stock. People also tend to prefer the basic handguards over the enhanced hand guards as well for some reason.
Those are two reasons I chose to buy a basic model instead of an enhanced. If I ever get to FF a folding stock on an ACR I will decide to add it or not but for now I think I will be good with the basic setup.
Looking forward to hearing your AAR with the new stock when you get some range time with it.
ACR basic hand guard showed up yesterday......ordered in Feb.
Better late than never!
Wow mine showed up yesterday but I ordered it less than 3 weeks ago, mine was black btw
I got tired of waiting, and cancelled my order from March 4th

. I found a handguard on the EE.