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Dear XCR Fans:

As usual I don't have much time to bother with these sites. We've made a lot of much need changes at Robinson Armament Co. Before I address the changes, let me put things in perspective.

Robinson Armament could have made lots of money making AR-15 knockoffs. It would have been infinitely easier for us to have just made an upper receiver which would have fixed some but not all of the shortcomings of the AR-15. Instead, we ventured to make a better battle rifle. We began with the M96. The M96 was a tough project. It had a piston drive and a better bolt and ejector. However, it still retained many flaws that were inherent in Stoner's design. Many didn't buy the M96s because they were "too expensive" or "had ugly welds". Nevertheless, the M96 was a step in the right direction.

The XCR was designed almost totally from scratch. We make or have made almost every part, pin, and spring. The goals of the XCR were very ambitious. Especially, the modularity and multi-caliber aspects. I pose this question: How many other firms have really designed anything really new from scratch? FN, Remington, Bushmaster, Colt? The answer is none of them. (I must admit that at least FN has made the P90 and that 2000 Bullpup).

The fact is that almost every "new" rifle out there is based on someone else's work. The XCR is not. It is truly unique. Yes, it borrows some concepts from other rifles, but each part had to be designed without copying anything else to get the result we wanted. In short, Robinson Armament dared to challenge the establishment with a very different rifle.

Robinson Armament's efforts should have been embraced. However, from the beginning, we have nothing but crap on the internet. I distinctly remember posts on AR-15.com shortly after I announced the XCR. The post were that it was "Vaporware". Other posts exclaimed that it would never be built or never work as promised. Such posts made it very difficult to get the XCR off the ground and made people very skeptical of the new XCR.

Other posts exclaimed that we were going out of business. It seem that the whole rifle world was against us. I have often wondered why so much negativity for a new weapon platforms? It is as though people really don't want any new platforms. Thee people claim to want the best but all they do is whine. It is no wonder to me that others don't venture out with new designs - they are shot down before they begin.

It has been just over 5 years since the first XCR shipped. The XCR was not perfect and our processes and procedures for making it have not been perfect either. When we began the XCR, we had no manufacturing experience. Not only did we come up with a new and different rifle design, we had to learn to manufacture it.

I will say that learning to make the XCR has been equally or more demanding that designing it in the first place. It has taken over 5 years to get the XCR where it is. The XCR now shoots 4 calibers (we are just finishing testing 5.45x39mm). I shoots them all well. It has the best ergonomics on the planet, and the most modularity. It is also super reliable and durable.

With this background let me explain the much needed changes.

We spent much of this year retooling our shop to make XCR parts better and faster. Concurrently, we completely revamped our quality control, not only during making parts but during assembly and final testing. Every rifle that leaves our facility now is much more thoroughly tested. There should be few if any returns needed from this point forward.

In addition to making the rifle better, we have also gone through our complete staff and made the changes necessary to improve customer service which was sorely lacking. We have a completely new staff for sales and service who are eager to help. Turn around on any service problem will be very fast. To get fast service, read on.

I'd like to post just a few more comments regarding service. Some of you will not like these comments:

First, when you call for service, be polite. If you are not polite to my staff, I guaranty you will have a pleasant experience. Remember the old saying, "You can attract more files with honey that with vinegar." If you call with an attitude, my staff has been instructed to put you on the back burner. If you are nice and polite, you will get quicker service.

Second, please read the manual carefully. I know it's boring but there's important information there. Many people do not understand that you need to set the gas correctly for function and durability. It's really quite simple - put it on the setting that throws the brass 8 to 15 feet from the rifle for any given ammo. Do not just leave the gas system on the highest setting, If you do, for some ammo it will kick like hell, throw your brass 40 feet, give you trigger slap, and damage your recoil buffer (a cheap part).

Third, please send us the following information:

Name, Address, Email and Cell number;
Serial Number;
Signed Copy of your warranty Registration found in the last pages of the Operator's Manual; and
A complete description of the problem, BE BRIEF. If you write and essay about your vast knowledge of firearms base on your long time relationship with your AR-15, we won't read it.

We will authorize the return to us of part or all of your firearm. WE DO NOT PAY FOR SHIPPING TO US.

Fourth, if you post a bunch of whiny petty negative stuff here or anywhere, I guaranty very slow service. I have made that a policy. Yes, we've made lots of mistakes with service but that is behind us.

Now for some parting comments. I am very happy with the current state of the XCR. It continues to gain in popularity. A great part of our sales are to Military and Law Enforcement professionals. Though we've got the XCR to the point where is nearly perfect, we are not stopping. We will continue to perfect the platform and add accessories. Work continues on the XCR .308. It will be finished when it is perfect and we hope that will be soon.

We appreciate those who stand by and support us. They are true patriots. We have to question the motives of those who continue to tear us down on this forum. They cannot stop us. Their petty feeble minds are easily exposed. The XCR will gain momentum until it covers the whole earth. There is no other platform like it and it is the best.


Sincerely,

Alex J. Robinson
General Manager
Robinson Armament Co.

P.S. Don't expect me to read and respond to this post. It is for your information only.

I've had a few emails that have asked me to clarify a few things.

Update on .308 and Stock. These projects are full speed ahead. Hopefully soon. They are both working but need a few tweaks. Those tweeks can take weeks or months depending on how things go. The bottom line is that we're seeing light at the end of the tunnel. THEY WILL BE DONE WHEN THEY ARE DONE.
 

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Best of luck, I sincerely hope the best for you.

But this is extremely off-putting to current and potential customers:

If you call with an attitude, my staff has been instructed to put you on the back burner.


Fourth, if you post a bunch of whiny petty negative stuff here or anywhere, I guaranty very slow service. I have made that a policy.

Sincerely,

Alex J. Robinson
General Manager
Robinson Armament Co.

I will not be purchasing any future RA products since this heavy-handedness with customers, in the wake of incompetent customer service, is clearly part of the business model and corporate culture.

.
 

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WOW! I mean, really, wow. I have an idea, how about you, the owner of the company, the "man behind the rifle", get on the forum and belittle people that have complained(some unreasonably/most reasonably) and then use a snide and contemptuous tone to state that you have implemented a "preferential" customer service policy. Oh, never mind, I think you just did that very thing. :duh:

To be fair, profanity and aggression directed toward your staff is unacceptable. However, it seems as if you've stated that the expression of reasonable and warranted frustration will now "get you put on the backburner." RUFKM? I hope that this is merely another hypoglycemic rant that should have been run by someone else for an opinion prior to posting. Unfortunately, I suspect you have said exactly what you meant to say.

It is a great and ironic dichotomy that you, Alex J. Robinson, the man responsible for what I truly believe is the greatest shoulder fired small-arm ever developed, are also the greatest threat to it's success in the market. Ready, Fire, Aim! Bravo AJR, Bravo
 

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You're a mean one, Mr. Grinch... :D
 

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Everyone on this forum and elsewhere who said that Mr. Robinson needed to put someone else in charge of marketing was correct. I'll say it plainly because he is not reading this anyway, the man is an idiot.

I'm going to think about getting out of XCRs and maybe get a SCAR or MSAR.
 

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Everyone on this forum and elsewhere who said that Mr. Robinson needed to put someone else in charge of marketing was correct. I'll say it plainly because he is not reading this anyway, the man is an idiot.

I'm going to think about getting out of XCRs and maybe get a SCAR or MSAR.
I guess we can meet up to burn our American flags together then. It WAS fun being a patriot.
 

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Wow, just Wow.

As usual I don't have much time to bother with these sites.
That's good.

Remember the old saying, "You can attract more files with honey that with vinegar."
Interesting.

If you call with an attitude, my staff has been instructed to put you on the back burner.
Hmmmm.

Fourth, if you post a bunch of whiny petty negative stuff here or anywhere, I guaranty very slow service.

Excellent idea.

A great part of our sales are to Military and Law Enforcement professionals.
I wonder who they are?

We have to question the motives of those who continue to tear us down on this forum. They cannot stop us. Their petty feeble minds are easily exposed. The XCR will gain momentum until it covers the whole earth. There is no other platform like it and it is the best.
This is just weird.
 

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I've always felt that Alex made the XCR for himself. Then he decided to let others buy it.

While I certainly think he's taking a unique approach, it's his business. At least he's being clear about his policies. He owns RA, and has no obligations to any board or shareholders. I know people are going to say he has obligations to his customers, but that's not necessarily true. It's his business to run as he pleases, just as you can spend your money as you please.

While many of his statements are likely to turn off potential customers, he's free to say, "I don't want those people as customers anyway."
 

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I love my XCRs, I can't lie about that.

As for the selective customer service: no thanks. I am not the type to call and give ANYONE an attitude, but I would never want to give a company business when that company's policy is to treat individual customers differently.
 

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Wow! As much as I love my XCR and my wish to keep it, this has definitely punched me in the stomach. My XCR has always run great and I love the thing but God help me if something ever goes wrong with it. After this bitch slapping of ALL customers, my rose colored glasses have been officially knocked off.
 

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Hmmmmmmm, can I go to my room now? ???

I was actually concidering picking up one these, after reading that;

Naaaaaaa,

Shame,
 

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I'm mostly a forum lurker, I usually just read or mine for the information I'm looking for. But this recent saga makes me want to voice a few things. First of all I have owned an XCR for around two years now, serial 13xx. I have fed thousands of rounds of shit wolf ammo without incident; (except for wolf related failures like the primer rupturing) it’s been a great rifle and I personally have not run into the QC or Customer Service issues others have so I cannot comment on that.

Secondly while Alex's denial of service to those who bash the XCR/are rude to RA personnel is probably not the wisest course of action and will no doubt stir up the hornets nest; I have to say, I doubt many who are giving RA such hell have been on the other side of the fence. Until you have started your own company or worked in a startup (especially manufacturing) you can't fully appreciate the hell that it entails. That doesn’t mean the problems don’t exist or mistakes were not made, nor does it justify bad policy/PR. Just try to understand that RA is a small company. When you’re growing and having to meet greater demand without proper systems/procedures in place things go awry. When you lose staff in a small company where many things are, and I believe in RA were/are not well defined as far as designated duties/responsibilities go, it takes a bit to get it back on track.

Finally RA is in an industry driven by enthusiasts which can make or break them. Some of the ridiculous drama queen statements and over the top soap boxing does nothing but harm. Think how many potential customers are going to/have been chased off seeing half this crap. And though the statement of bad press=bad service is the last thing he should have done I can see the frustration that caused it. There have been more than a few personal attacks on Alex, he seems to be in the small business mentality still (the classic we reserve the right to refuse service to anyone) but give the company time.
If you really are a fan of the XCR, if you want to see a small company survive amidst conglomerate behemoths. Give them the benefit of the doubt; maybe think before you post, set aside the snarky/snide comments every time there’s an update. Many peoples only exposure to the XCR will be thru the web due to their scarcity. At least where I am I have never seen another. And when writing out little speeches for how RA should do it maybe if your actual intent is to help, perhaps you should pm/email instead of airing dirty laundry?

Sorry If I got too preachy,
Westby
 

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While I certainly think he's taking a unique approach, it's his business. At least he's being clear about his policies. He owns RA, and has no obligations to any board or shareholders. I know people are going to say he has obligations to his customers, but that's not necessarily true. It's his business to run as he pleases, just as you can spend your money as you please.
I think this was well said. I try not to be rude to anyone on the phone, it just isn't nice. Being rude doesn't guarantee me better service anywhere and it shouldn't.

While I don't agree with everything Alex posted I also don't think that someone should jump on a forum the minute they have a problem with a company and air their frustrations. I am not referring to anyone in specific, we all know that some people on here have been more than patient in getting sorted out.

Alex said this thread won't be checked again so I suggested to lex to lock it and pin it before it gets ugly and draws the forum as a whole down more than we need to. :2cents:
 

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While I certainly think he's taking a unique approach, it's his business. At least he's being clear about his policies. He owns RA, and has no obligations to any board or shareholders. I know people are going to say he has obligations to his customers, but that's not necessarily true. It's his business to run as he pleases, just as you can spend your money as you please.
I think this was well said. I try not to be rude to anyone on the phone, it just isn't nice. Being rude doesn't guarantee me better service anywhere and it shouldn't.

While I don't agree with everything Alex posted I also don't think that someone should jump on a forum the minute they have a problem with a company and air their frustrations. I am not referring to anyone in specific, we all know that some people on here have been more than patient in getting sorted out.

Alex said this thread won't be checked again so I suggested to lex to lock it and pin it before it gets ugly and draws the forum as a whole down more than we need to. :2cents:
Probably a good idea to lock it. I don't think there will be many positive responses to the message.

I would like to see an end to the negativity towards RA, but if they have had problems, they shouldn't expect people to be happy about it. That doesn't mean people have a right to go off the deep end and troll, either.

Many will take issue with being told they shouldn't complain, or that their patriotism is lacking because they weren't fanboys. Just sayin'.

edit:

Let me add that I took a serious beating at ARF.com because I stuck up for the XCR over the whole Mitt Romney mess. I got accused of being a 2nd Amendment hater, sucking up to Alex, and all kinds of BS because I vouched for the XCR regardless of Alex's political affiliations and his bad internet manners. The last thing I want after all of that, and as someone who appreciates the XCR is to be told by the owner I will be crapped on if I don't kiss their but as a customer.
 

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It's his business to run as he pleases, just as you can spend your money as you please.

While many of his statements are likely to turn off potential customers, he's free to say, "I don't want those people as customers anyway."

Agreed. I think many people will be conflicted, as it is difficult to separate one's attitude toward a product (XCR) from that of one's attitude toward a company or individuals within a company (AJR). IMO he is less "Industry Maverick" and more "Rebel Without a Clue", he is however, to be commended for having undertaken the enormous task of bringing the XCR to market.

I currently shoot two XCR's, plan to purchase a 5.45x39 kit (when avail. ::)), and will likely be purchasing a PDW pistol with the intention SBR'ing it. Nonetheless, I feel much better about my transactions with, and the attitude of PWS.

I have sold several XCR's both through recommendation, and also through the gun store that I previously managed. RA has still not added them to their dealer list... I am about to become part owner of a gun shop here in VT, I am really uncertain as to whether I want to affiliate my business with and subject my customers(and friends) to the shit circus that has been RA up until this point. I say this in spite of the acknowledged design superlatives of the XCR. The last XCR I sold was awesome...like I said, CONFLICTED.
 

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While I certainly think he's taking a unique approach, it's his business. At least he's being clear about his policies. He owns RA, and has no obligations to any board or shareholders. I know people are going to say he has obligations to his customers, but that's not necessarily true. It's his business to run as he pleases, just as you can spend your money as you please.
I think this was well said. I try not to be rude to anyone on the phone, it just isn't nice. Being rude doesn't guarantee me better service anywhere and it shouldn't.

While I don't agree with everything Alex posted I also don't think that someone should jump on a forum the minute they have a problem with a company and air their frustrations. I am not referring to anyone in specific, we all know that some people on here have been more than patient in getting sorted out.

Alex said this thread won't be checked again so I suggested to lex to lock it and pin it before it gets ugly and draws the forum as a whole down more than we need to. :2cents:
Probably a good idea to lock it. I don't think there will be many positive responses to the message.

I would like to see an end to the negativity towards RA, but if they have had problems, they shouldn't expect people to be happy about it. That doesn't mean people have a right to go off the deep end and troll, either.

Many will take issue with being told they shouldn't complain, or that their patriotism is lacking because they weren't fanboys. Just sayin'.
Agreed.
 

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I know Alex personally, so I know his personality and social quirks. He's mostly harmless and comes across poorly in written form. Most people on this forum that have spoken to him know his "tone" face to face or over the phone is quite different. For a guy that is fairly low key, he'll talk your ear off for hours about guns and whatever.

For everyone else though, strap yourselves in because it's coming! :fencing: :rockon: :hopmad:

 

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Either way I'm staying out of it, but that is the exact picture I had in mind when I first read this thread.
 
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