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Heads up: PSA customer service/warranty experience…not good. Login/Join 
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Picture of tcop143
posted
I know Palmetto State Armory isn’t considered a top tier AR, but I thought I might share a recent experience I had with their warranty department. Just to give some context, I’m not a novice firearm guy. 23 year LEO, 11 of those years were spent as a pistol/patrol rifle instructor for my department. I picked up one of their premium mid-length FN barreled uppers equipped with an A2 front sight. Some time later slapped it on a PSA lower, with a detachable carry handle with the intention of making this an iron sight only rifle.

I took it to my range to zero it, but I could not get it to zero windage wise. I ran out of left windage adjustment on the carry handle. I took it out a second time and had the same result with the rear sight off my LMT Defender 2000. I contacted PSA and obtained an RMA for the upper, and sent it back. They told me the upper was fine, and they had no trouble zeroing with their rear sight, saying the problem was my carry handle.

When I received my upper back from PSA, I noticed marks on the left side of front sight, on the barrel, and gouges on the left side of the mounting clamp on the carry handle. It should be noted when I sent the upper back, I left the carry handle attached, and the rear sight as it was after my last attempt to zero. Meaning adjusted all the way to the left. When I received it back, the rear sight had been returned to center. I took it back to the range (same distance, same ammo) and was able to zero for windage with six clicks of left adjustment. It was obvious something had been done to my upper.

I recontacted PSA, included photos, explaining to them my observations with a request they explain to me how they fixed my upper. All I got back from them was an explanation of how they determined it was within spec.

Not sure what I’ll do with the upper now, maybe just remove the A2 front sight and go with a low profile gas block and an appropriate forend. Just wanted to give everyone a heads up in case they’re thinking about a PSA product.
 
Posts: 104 | Registered: August 10, 2004Reply With QuoteReport This Post
For real?
Picture of Chowser
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Guessing the gorilla at PSA overtorqued it when installing the barrel nut?

That was a common complaint about their AR uppers awhile back.



Not minority enough!
 
Posts: 8224 | Location: Cleveland, OH | Registered: August 09, 2007Reply With QuoteReport This Post
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Picture of Delta-3
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PSA or any gun company will never tell you what the issues was. Only that they replaced, this or that.
It's quite possible that the front sight tower was canted. That would explain the severe windage adjustment. They may have straitened the sight & zeroed, thus saying it "zeroed" fine for them.
As long as you can zero it & it shoots where you aim, problem solved...whatever it was.


Rom 13:4 If you do evil, be afraid. For he does not bear the sword in vain. For he is God's minister, an avenger to execute wrath on him who practices evil.
 
Posts: 724 | Location: Wyoming | Registered: September 30, 2012Reply With QuoteReport This Post
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Picture of pulicords
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I've had good experiences with PSA CS, including repairs for issues with my Jakl (a recoil spring assembly that was too tight to remove by hand), and the purchase of the wrong RDO based in part on how it had been presented on their website. Have other large companies had similar issues with my purchasing? Yes, and like them, PSA acted reasonably to make things right.


"I'm not fluent in the language of violence, but I know enough to get around in places where it's spoken."
 
Posts: 10281 | Location: The Free State of Arizona | Registered: June 13, 2007Reply With QuoteReport This Post
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Picture of Ace31
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Canted front sight posts are a PSA trade mark. Ask me how I know...Grr

For PSA assembled/built stuff I say, "Fool me once, shame on you. Fool me twice, shame on me".

Think about it!
 
Posts: 2200 | Location: Wherever the voices in my head tell me to go | Registered: April 08, 2009Reply With QuoteReport This Post
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Picture of tcop143
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quote:
Originally posted by Ace31:
Canted front sight posts are a PSA trade mark. Ask me how I know...Grr

For PSA assembled/built stuff I say, "Fool me once, shame on you. Fool me twice, shame on me".

Think about it!


For sure, I won’t buy another PSA made anything. If may ask, what was the ultimate outcome with your canted sight?
 
Posts: 104 | Registered: August 10, 2004Reply With QuoteReport This Post
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Picture of tcop143
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quote:
Originally posted by Delta-3:
PSA or any gun company will never tell you what the issues was. Only that they replaced, this or that.
It's quite possible that the front sight tower was canted. That would explain the severe windage adjustment. They may have straitened the sight & zeroed, thus saying it "zeroed" fine for them.
As long as you can zero it & it shoots where you aim, problem solved...whatever it was.


I just don’t take to being lied to. If you don’t want someone to know what you did, then you probably shouldn’t leave any evidence. I’ve sent a couple of guns in for warranty, and they been up front about what they had to do. This is a first for me.
 
Posts: 104 | Registered: August 10, 2004Reply With QuoteReport This Post
Sigless in
Indiana
Picture of IndianaBoy
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quote:
Originally posted by tcop143:
I know Palmetto State Armory isn’t considered a top tier AR, but I thought I might share a recent experience I had with their warranty department. Just to give some context, I’m not a novice firearm guy. 23 year LEO, 11 of those years were spent as a pistol/patrol rifle instructor for my department. I picked up one of their premium mid-length FN barreled uppers equipped with an A2 front sight. Some time later slapped it on a PSA lower, with a detachable carry handle with the intention of making this an iron sight only rifle.

I took it to my range to zero it, but I could not get it to zero windage wise. I ran out of left windage adjustment on the carry handle. I took it out a second time and had the same result with the rear sight off my LMT Defender 2000. I contacted PSA and obtained an RMA for the upper, and sent it back. They told me the upper was fine, and they had no trouble zeroing with their rear sight, saying the problem was my carry handle.

When I received my upper back from PSA, I noticed marks on the left side of front sight, on the barrel, and gouges on the left side of the mounting clamp on the carry handle. It should be noted when I sent the upper back, I left the carry handle attached, and the rear sight as it was after my last attempt to zero. Meaning adjusted all the way to the left. When I received it back, the rear sight had been returned to center. I took it back to the range (same distance, same ammo) and was able to zero for windage with six clicks of left adjustment. It was obvious something had been done to my upper.

I recontacted PSA, included photos, explaining to them my observations with a request they explain to me how they fixed my upper. All I got back from them was an explanation of how they determined it was within spec.

Not sure what I’ll do with the upper now, maybe just remove the A2 front sight and go with a low profile gas block and an appropriate forend. Just wanted to give everyone a heads up in case they’re thinking about a PSA product.



I can understand not being happy about some scratches... but.

The rear sight that you wanted to use now zeros with the front sight within 6 clicks of mechanical center.

Ham fisted maybe, but they resolved the issue from a functional standpoint.


I always say, you can't see scratches on a gun when you are looking through the sights/scope actually shooting it.



It sounds like you had a FSB where the taper pins were not drilled perfectly, and you had a canted FSB. Somehow, they tweaked it closer to mechanical center. In doing so, they put some scratches on it.



Some photos of the marks and scratches would help determine how egregious it is.
 
Posts: 14178 | Location: Indiana | Registered: December 04, 2003Reply With QuoteReport This Post
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I am with OP. I'd want to know what the problem was, and what was done to fix it.

I don't know how one would "tweak" a FSB closer to mechanical center. That would translate to bending the FSB. There's no fixing a canted FSB, short of installing a different barrel assembly, right? I suppose you could remove the pins, center it up, and then redrill oversized pin holes, and install new pins. That'd be an "out of spec" rifle though, at that point.

Maybe it was a matter of a poorly machined upper, causing a canted barrel assembly, relative to the receiver.
 
Posts: 2532 | Location: Northeast GA | Registered: February 15, 2021Reply With QuoteReport This Post
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Picture of tcop143
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quote:
Originally posted by IndianaBoy:
quote:
Originally posted by tcop143:
I know Palmetto State Armory isn’t considered a top tier AR, but I thought I might share a recent experience I had with their warranty department. Just to give some context, I’m not a novice firearm guy. 23 year LEO, 11 of those years were spent as a pistol/patrol rifle instructor for my department. I picked up one of their premium mid-length FN barreled uppers equipped with an A2 front sight. Some time later slapped it on a PSA lower, with a detachable carry handle with the intention of making this an iron sight only rifle.

I took it to my range to zero it, but I could not get it to zero windage wise. I ran out of left windage adjustment on the carry handle. I took it out a second time and had the same result with the rear sight off my LMT Defender 2000. I contacted PSA and obtained an RMA for the upper, and sent it back. They told me the upper was fine, and they had no trouble zeroing with their rear sight, saying the problem was my carry handle.

When I received my upper back from PSA, I noticed marks on the left side of front sight, on the barrel, and gouges on the left side of the mounting clamp on the carry handle. It should be noted when I sent the upper back, I left the carry handle attached, and the rear sight as it was after my last attempt to zero. Meaning adjusted all the way to the left. When I received it back, the rear sight had been returned to center. I took it back to the range (same distance, same ammo) and was able to zero for windage with six clicks of left adjustment. It was obvious something had been done to my upper.

I recontacted PSA, included photos, explaining to them my observations with a request they explain to me how they fixed my upper. All I got back from them was an explanation of how they determined it was within spec.

Not sure what I’ll do with the upper now, maybe just remove the A2 front sight and go with a low profile gas block and an appropriate forend. Just wanted to give everyone a heads up in case they’re thinking about a PSA product.



I can understand not being happy about some scratches... but.

The rear sight that you wanted to use now zeros with the front sight within 6 clicks of mechanical center.

Ham fisted maybe, but they resolved the issue from a functional standpoint.


I always say, you can't see scratches on a gun when you are looking through the sights/scope actually shooting it.



It sounds like you had a FSB where the taper pins were not drilled perfectly, and you had a canted FSB. Somehow, they tweaked it closer to mechanical center. In doing so, they put some scratches on it.



Some photos of the marks and scratches would help determine how egregious it is.


The damage really doesn’t bother me, just don’t piss on my leg and tell me it’s raining. They just don’t want to tell me they did what you described because I doubt that’s the recommended method to address such an issue.
 
Posts: 104 | Registered: August 10, 2004Reply With QuoteReport This Post
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Picture of tcop143
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quote:
Originally posted by KSGM:
I am with OP. I'd want to know what the problem was, and what was done to fix it.

I don't know how one would "tweak" a FSB closer to mechanical center. That would translate to bending the FSB. There's no fixing a canted FSB, short of installing a different barrel assembly, right? I suppose you could remove the pins, center it up, and then redrill oversized pin holes, and install new pins. That'd be an "out of spec" rifle though, at that point.

Maybe it was a matter of a poorly machined upper, causing a canted barrel assembly, relative to the receiver.


Right?! That’s all I’m wanting and we can go from there. Every manufacturer can have a bad day, I’m totally cool with that. It wouldn’t bother me one bit if they came back and said there was a problem with it, as long as they made some attempt to make it right. If they made a good faith effort, I’d remain a loyal customer, but at this point they’ve taken that option off the table.
 
Posts: 104 | Registered: August 10, 2004Reply With QuoteReport This Post
Oriental Redneck
Picture of 12131
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Sadly, when your business becomes big, your customer service gets second class attention. I know that's a generalization, but I bet it's not far from the truth with all kinds of businesses.


Q






 
Posts: 28046 | Location: TEXAS | Registered: September 04, 2008Reply With QuoteReport This Post
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Picture of Ace31
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quote:
Originally posted by tcop143:
quote:
Originally posted by Ace31:
Canted front sight posts are a PSA trade mark. Ask me how I know...Grr

For PSA assembled/built stuff I say, "Fool me once, shame on you. Fool me twice, shame on me".

Think about it!


For sure, I won’t buy another PSA made anything. If may ask, what was the ultimate outcome with your canted sight?


Fortunately, I was able to move my rear sight over within two clicks of the left stop. But I have since put a red dot on it instead.

Word to the wise spend the extra $150 to $200 on a Colt or Bravo Company upper.

PSA values quantity over quality unfortunately...
 
Posts: 2200 | Location: Wherever the voices in my head tell me to go | Registered: April 08, 2009Reply With QuoteReport This Post
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I’ll play devil’s advocate. Why would PSA document what was wrong and include that for the customer? It really doesn’t matter if they return an in spec item after repair.

Run of the mill PSA uppers are generally good shooters, but top quality they are not.

OP, I completely agree re: your assertion to just spend a bit more for a top tier upper.


---------------------------------------------
"AND YEA THOUGH THE HINDUS SPEAK OF KARMA, I IMPLORE YOU...GIVE HER A BREAK, LORD". - Clark W. Griswald
 
Posts: 2358 | Location: The South | Registered: September 12, 2005Reply With QuoteReport This Post
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