October, 2003

How We Fix Things

Occasionally, I read threads on our Message Board where customers take issue with the 'out of the box reliability', or lack thereof, of our products. This condition invariably refers to our pistols; most revolvers, including our own, typically function without a hitch ­ first time, every time. Because of their design and operating nature, most pistols benefit from a break-in period, which typically lasts from one to two hundred rounds. During this time, the varied metal surfaces which contact each other (e.g. slide channels and frame rails, components in the trigger mechanism, etc.) have an opportunity to wear against each other and form a compatible fit with its mate, like a foot in a shoe. In those cases where the initial operation is deemed 'rough' ­ maybe one in ten, a break-in period will, in most cases, resolve the issue. Even when the gun worked perfectly from round one, the feel of the gun will continue to improve as the parts interact and wear with each other. If the break-in does not solve the reliability and feel issues, then additional attention is required.

Before NAA ships any gun, it is fully loaded and fired into a metal box designed to trap bullets. Our interest here is in function and not accuracy (it should be noted that NAA does not have a firing range per se. We cannot, nor do we claim to, sight-in any gun, even those on which we've installed adjustable sights. Additionally, we don't suggest that any of our guns is target-grade; that some people with some guns can shoot remarkable groups at remarkable distances is a great plus, but not a capability we promise our customers. In any event, shooting an individual at a distance of greater than 20 feet is arguably not self-defense). Any gun which does not function perfectly is set aside, reworked and retested.

People familiar with guns will recognize the particular challenge which NAA has undertaken in both designing as small a pistol as is (safely) possible, as well as one which will reliably digest any ammo of a specific caliber. There are significant difference between hollowpoint and FMJ cartridges, including (but not restricted to) length and bullet profile, both of which have a major impact on the design of the feed system. This created some monumental challenges for our engineering team, which they have successfully met. If it were easy, a lot more people would be doing it.

Repairing guns is an expensive proposition, not only in terms of time and dollars spent by both the factory and the customer, but in terms of our reputation as well. We aim that every gun which leaves the factory is the best product we can make; unfortunately, that sometimes isn't the case. The number of returns to NAA is so small that we're able to give each one an exhaustive review and overhaul, as has been frequently recognized and noted on our site by our customers. It is inconceivable that a gun would ever leave our factory a second time with a problem unresolved. If a customer notes a condition which we're unable to replicate, however, there's precious little we can do to 'correct' the phantom problem. I certainly am not suggesting that these problems are simply a figment of someone's imagination, only that there may be other factors involved in the gun's performance, most notably the handling of the gun by the individual shooter.

As proud as we are of the reputation we have earned for customer service, we know that it is fragile and can be easily spoiled. I am certain that my team gives every repair situation its unqualified best effort, and we continue to promise that we will go to almost any length to achieve a customer's satisfaction, regardless of the issue or the cause.

Sandy

Senator Orrin G. Hatch (R-UT) checks out the latest edition of the North American Arms catalog. He mentioned that he regularly carries two of the firm's firearm products after receiving death threats several years ago. ASSC's 1996 Congressional Leader of the Year Award was presented to Sen. Hatch "in appreciation of his leadership and commitment in defense of our heritage, our industry and our life"


Photo & caption by Robert M. Hausman - used with permission.