Congrats man, there's nothing better than catching RA on the right day. 
Robinson Armament Customer Service
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.
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.
Personally I've had great interaction with Alex & RA.
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.
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.
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.
Edit: wouldn't hurt the email sales and ask about it. Might have just got misplaced.
Are there any official representatives of RA on this forum? Looks like @kolob hasn't logged in since 2018.
No official ones that are active anymore.Are there any official representatives of RA on this forum? Looks like @kolob hasn't logged in since 2018.
Stopped in wondering the same thing as I've had a hankering for another XCR. Still haven't sold what I have and have more than enough parts.
Seems like things haven't changed that much at RA.
Still love the platform.
Seems like things haven't changed that much at RA.
Still love the platform.
I’m new to the XCR game but I bought an XCR-L on gunbroker that came with a Magpul Zhukov stock/adapter. I wanted to try a FAST 2 so I emailed RA. They replied asking what color I wanted and I also pointed out that I needed the hinge as well. They were very helpful, communicated clearly and quoted me a couple of weeks to get it out to me. They didn’t ask for payment until it was ready to ship and then the stock came in a couple of days after they called me for payment. All in all I would say it was a pretty good experience.
I asked for a replacement ejector since mine was bent. I got an email 3 months later asking for payment for parts, it was parts for an extractor. I told them I didn't ask for those parts and that I wanted the ejector replaced under warranty. They told me that I had to send in the old one to get a new one. That's terrible customer service. Just send the tiny piece of metal instead of making me have to go through the inconvenience of shipping something that I have nothing to gain from. I guess I'm used to companies with better customer service.
Oh and my xcr-l was supposed to be done 4 months ago. They were absolutely certain it would be done last month. Now they don't respond to my emails. I've always been nice, never been pushy and was very patient. I guess my experience has been bad compared to others.
Oh and my xcr-l was supposed to be done 4 months ago. They were absolutely certain it would be done last month. Now they don't respond to my emails. I've always been nice, never been pushy and was very patient. I guess my experience has been bad compared to others.
Out of curiosity, how did the ejector get bent?
I'm not sure. I bought it used like that. Luckily he sent a whole set of extra parts with it.Out of curiosity, how did the ejector get bent?
No....that's pretty normal at RA unfortunately. That said though....a bent ejector on a Glock will be replaced too.....but you have to send in your whole gun. If you want to change it yourself, you buy the part yourself from any Glock dealer and install it. This isn't any different.I asked for a replacement ejector since mine was bent. I got an email 3 months later asking for payment for parts, it was parts for an extractor. I told them I didn't ask for those parts and that I wanted the ejector replaced under warranty. They told me that I had to send in the old one to get a new one. That's terrible customer service. Just send the tiny piece of metal instead of making me have to go through the inconvenience of shipping something that I have nothing to gain from. I guess I'm used to companies with better customer service.
Oh and my xcr-l was supposed to be done 4 months ago. They were absolutely certain it would be done last month. Now they don't respond to my emails. I've always been nice, never been pushy and was very patient. I guess my experience has been bad compared to others.
.....and then everyone stood up and clapped and cheered "Alex is the greatest!"......I’m new to the XCR game but I bought an XCR-L on gunbroker that came with a Magpul Zhukov stock/adapter. I wanted to try a FAST 2 so I emailed RA. They replied asking what color I wanted and I also pointed out that I needed the hinge as well. They were very helpful, communicated clearly and quoted me a couple of weeks to get it out to me. They didn’t ask for payment until it was ready to ship and then the stock came in a couple of days after they called me for payment. All in all I would say it was a pretty good experience.
....didn't they?.......Alex.
I’m guessing you’re going thinking that I’m a shill account. Fair enough to be suspicious but I’m not. I bought this gun used on GB. I had a decent experience with buying a stock which, given what I’ve read, I wasn’t really expecting so I decided to share.
I’m planning to buy another barrel for it soon so who knows, maybe I’ll be waiting forever for that and I can come back here join the less than satisfied customer club. 🤷♂️
ETA: If it helps my credibility, I do like the Fast 2, but I don’t like the placement of the QD socket on it at all. 🤣
I’m planning to buy another barrel for it soon so who knows, maybe I’ll be waiting forever for that and I can come back here join the less than satisfied customer club. 🤷♂️
ETA: If it helps my credibility, I do like the Fast 2, but I don’t like the placement of the QD socket on it at all. 🤣
Can't be Alex....he wouldn't be able to admit there was anything to improve on his design. 😂I’m guessing you’re going thinking that I’m a shill account. Fair enough to be suspicious but I’m not. I bought this gun used on GB. I had a decent experience with buying a stock which, given what I’ve read, I wasn’t really expecting so I decided to share.
I’m planning to buy another barrel for it soon so who knows, maybe I’ll be waiting forever for that and I can come back here join the less than satisfied customer club. 🤷♂️
ETA: If it helps my credibility, I do like the Fast 2, but I don’t like the placement of the QD socket on it at all. 🤣
Or perhaps it was my ultimate psy-op. I knew it was the one thing people thought I could never do and now for the price of a small QD socket criticism I’m free to shill away!Can't be Alex....he wouldn't be able to admit there was anything to improve on his design. 😂
Unlikely as the #RealAlex didn't like my suggestion to fix a few of the issues (including the QD socket location) on the FAST.Or perhaps it was my ultimate psy-op. I knew it was the one thing people thought I could never do and now for the price of a small QD socket criticism I’m free to shill away!
Regardless, if you are Alex...nice to see you around again....you make a helluva platform. If you're just a new owner....welcome to the addiction.
I am surprised no one from RA participates. Maybe not so surprised, customer service died when Terra left and when Alex would go off on customers. I still have my XCR-L an early version, don't shoot it much but it is sad the lost potential of this great rifle due to customer indifference.
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