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I'm new to XCRs, in fact have my first one on order. Before buying I read/watched everything I could find about the design and performance of the rifle, and about the company itself. I found a great many comments about poor customer service, and some that indicated that in the past few years they have turned things around. So for anyone interested in the platform who is wondering about the company, I thought I'd share my experience.

I had a general idea of the rifle and options I wanted, but still had several questions so I called the number on the company website. This was in the afternoon so I expected a return call the following day. Instead, I got a call back in about 2 1/2 hours from the owner, Alex. He has something of a negative internet reputation, but he was completely cordial, answered every question I had about my build, and despite needing to leave for another engagement took several additional minutes to discuss the platform and possible future barrels and configurations.

I placed an order and received an email response back. This prompted a succession of questions from me over the next week, first to clarify a couple aspects of my existing order, and then to discuss adding another barrel to the order. Every one of my several emails received a response within 3 hours.

I realize that this is not a worst-case test of RA's customer service, and that I'm placing an order, not asking them to correct something wrong with an existing rifle. Still, I've been very pleased so far, as much or more so than with some other high-end but small-ish companies. I also think this addresses comments I've read elsewhere about the company's responsiveness. Hope this helps someone else with their purchasing decision.
 

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It seems like RA took a step forward in that department around 2017. I've been shilling these rifles pretty hard and indirectly "sold" around 20 of them. Other than a broken plastic BUIS no one has come to me with issues on their rifle. I do wish the spare parts/barrel orders shipped faster but I understand the political/market pressure to pump out as many "pistols" as possible and satisfy new customers.

Personally I've had great interaction with Alex & RA.
 

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A few years back the issue was slow parts supply and that Alex would make commitments and then not follow through. It is a shame as the platform has great potential but it put many people off it. Those who stuck with it ended up with something pretty good, though parts supply meant many have had to build their own stock. This forum provided a huge amount of support with some members really digging in and helping others. If things are improving that is a good sign. What may also help is that there are lots of new platforms that are now in a similar price range so the higher cost of the XCR vs the AR doesn’t create such a negative perception.
 

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Has anyone on this forum had a difficult time getting parts from RA? I ordered an AR stock adapter, was quoted a price and told the part was in stock. It just needed to be painted I was told. Apparently, their painter is on an extended hiatus. That was February and it's damn near May.
 

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My first spare parts order years ago took about a month and a half. Last one took about 6 months for a buddies rifle (2021). Any time I've needed parts to get a gun functional again they've sent them relatively quickly.
Edit: wouldn't hurt the email sales and ask about it. Might have just got misplaced.
 
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