MSA/Cairns Customer Service sucks!

[AKDude]

Anyone else haveing a tough time with MSA! I sent a Brand new helmet in for a new paint job in January. They told me it would be done in 45 days. I called several times in mid to late march with no response or info. I finally spoke to somone toady and they told me it wouldnt even ship out to me until at least May 15th...What happened to 45 days? I think it is time to buy a Phenix or a Paul Conway!! Dont think Ill be giveing any of my uniform allowance to MSA ever again.

AKdude

[npfd801]

I know they're different branches, but I had a rep at FDIC specifically tell me that a failure/breakage rate on the HUD facepiece component of our pre-2007 MSA SCBAs that exceeded 15% (probably getting closer to 25% as we break more it seems every week) was more than acceptable. Good thing this item that we're breaking so much isn't putting air into our facepieces!

The best part is that they've clearly redesigned the component to beef up the area that we're breaking these things at, as evidenced by the replacement pieces we're getting. Obviously there was a design flaw, but no one wants to admit it...

If I get ambitious I'll take some photos of the new style and old style HUDs. At least you folks buying new MSA SCBAs have an entirely different HUD assembly to worry about, so it may be a non-issue for you.

[FORTff]

So I take it the paint on new Cairns helmets still isn't what it should be? Peeling and cracking very early on?

[Mfire138]

Your story is not uncommon at all. Since they moved down South Cairns/MSA has been trying to catch up on their repairs. Call this number and ask for Eric Buzzard (412) 967-3000. Keep on them.

[djgilbert32]

We had all 35 HUD replaced on our 3 year old MSA's replaced free of charge, 3 had actually broke and a few more were cracked, didn't have any problem getting them replaced.

[npfd801]

We had all 35 HUD replaced on our 3 year old MSA's replaced free of charge, 3 had actually broke and a few more were cracked, didn't have any problem getting them replaced.

Any chance you could contact me with your department name and dealer? I figure if they've done it for someone else, they can do it for me. I've spent far too much on replacement HUDs already. You can either PM me, or shoot me an e-mail at npfire @ gmail.com. 70 or so HUDs is going to get expensive.

[BoxAlarm187]

I don't have a HUD story, rather, a helmet story.

I sent my N6A to MSA's Jacksonville, NC facility to have it refurbished and repainted during the second week of January, and was told it would be a 4-6 week turnaround. After 6 weeks, I called to check the status of the order. I was told it would "be another 2 weeks." 2 weeks passes, no helmet. So, I call again, when I'm told again, "it will be another 2 weeks." Finally after 10 weeks, I call for a third time, when I get someone on the phone who sheds some light on what the hell is going on with my helmet.

I turns out that MSA happily took in leather helmets since September 2007 for repair and refurb, but didn't touch the first one of the them until FEBRUARY 2008. Even then, they didn't dedicate people to work on them, they'd just throw the helmet into the production line when there was a break. Naturally, they were doing these on a first-come basis, so there was no telling when the helmets would be completed (and there still is no idea).

The rep went on to say that they'd finally realized they were in over their heads, and decicated two people to do helmet repair and refurb until they got caught up, they expected to do 5-7 a week. This was 4 weeks ago. He promised me some financial incentives due to the long wait, and said that it would be ready in about 4 weeks. The guy has until Friday to produce my helmet before I start making phone calls above the level of "customer service."

I love my MSA airpacks, but this helmet stuff is getting pretty old... :mad:

[Mfire138]

I don't have a HUD story, rather, a helmet story.

I sent my N6A to MSA's Jacksonville, NC facility to have it refurbished and repainted during the second week of January, and was told it would be a 4-6 week turnaround. After 6 weeks, I called to check the status of the order. I was told it would "be another 2 weeks." 2 weeks passes, no helmet. So, I call again, when I'm told again, "it will be another 2 weeks." Finally after 10 weeks, I call for a third time, when I get someone on the phone who sheds some light on what the hell is going on with my helmet.

I turns out that MSA happily took in leather helmets since September 2007 for repair and refurb, but didn't touch the first one of the them until FEBRUARY 2008. Even then, they didn't dedicate people to work on them, they'd just throw the helmet into the production line when there was a break. Naturally, they were doing these on a first-come basis, so there was no telling when the helmets would be completed (and there still is no idea).

The rep went on to say that they'd finally realized they were in over their heads, and decicated two people to do helmet repair and refurb until they got caught up, they expected to do 5-7 a week. This was 4 weeks ago. He promised me some financial incentives due to the long wait, and said that it would be ready in about 4 weeks. The guy has until Friday to produce my helmet before I start making phone calls above the level of "customer service."

I love my MSA airpacks, but this helmet stuff is getting pretty old... :mad:

Keep on top of them. They lost 2 helmets I sent in for replacement of impact caps. They were shipped to them in Dec. They have replaced one with a new helmet. Im still waiting for the other replacement. Its been over a month and a half already.

Dealing with Cairns/MSA is why I no longer run Signal 50 Industries. I couldnt get parts anymore.