Sunday, January 30, 2011

Alex Robinson Comments Re: The XCR Rifles and Customer Service

I was reading The Firearm Blog post on the 7.62x51NATO XCR, and there was a comment left with a link to this post on the XCR Forum from Alex Robinson, the man behind Robinson Armament Company.

"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 (sic, sentence structure) nothing but crap on the internet.  I distinctly remember posts on shortly after I announced the XCR.  The post (sic) 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 (sic) that the whole rifle world was against us.  I have often wondered why so much negativity for a new weapon platforms (sic)?  It is as though people really don't want any new platforms.   Thee (sic) 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."

"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 (sic) with honey that (sic) 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 (sic) 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."

"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."


Although I think the Robinson XCR is a great design, I had serious concerns about parts availability, and customer service.  I decided that buying an XCR was a risk that I didn't want to take.  I had no idea that the customer service situation was as bad as this.

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