Haenel/Merkel customer support

[PostmanPat]

Has anyone ever managed to receive any customer support from the Haenel Merkel group? I have tried to call them 5 or so times over the last few months, after pressing numerous options to get through to sales, the line rings for a minute or so and then you get a message saying "sorry all lines are busy etc, please call back later" and then you are cut off. I have used both their contact form on the website and the direct email numerous times, and never had a response. I have spoken to Viking, the UK importer, and they tell me that Haenel won't ship them spare stocks - it all seems a bit Fawlty towers. Keen to hear others experience.

 

[Lateral]

In my experience, Viking are a total waste of time.

And if they claim they can’t get spare stocks, ask them if they can sell you a Speedster stock for the Helix, bet they can get those sent over

Try emailing Frankonia in Germany, and see if they can help, or suggest who can.

A few years ago, I bought a Merkel Helix from them, via a UK RFD, and it all went well.

That said, it was pre Brexit

 

[Motard]

Had a stupid issue with my haenel kipplauf 3 years ago, contacted via email Petra Griebel, Haenel sales rappresentative, and she was extremely helpful & kind. Shipped me a spare piece for free and received it in 3 days. Last year wished to buy a simple spare for the Merkel kip: no way could have e direct contact with theirs offices. Sort of auto answering mail redirecting me to the italian importer. I think they consider all direct customer requests as a possible problem with weapon's part shipping and travelling over borders and customs so prefer the local distributor handling everithing. Matter is that the local rappresentyative often is not interested if there is no earn. I solved my problem with a ball pen spring and a roller bearing ball. Works a threat

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[ruger77]

Had problems with a Merkel Helix Viking arms were terrible they were so bad I would never purchase anything supplied by them I also tried to email Merkel directly and had no reply

 

[PostmanPat]

Well this is frustrating. I have had a look on here and found a few similar threads. Thanks for everyone's thoughts. I called Frankonia yesterday, someone answered but their English was a bit broken, they told me a colleague would call back but alas, this didn't happen. It really shouldn't be this complicated to purchase a part they clearly still manufacture.

 

[Bavarianbrit]

Did you use this site (the english version)?

Contact & Directions – C.G. Haenel

Contact C.G. Haenel Gmbh Schützenstraße 26 98527 Suhl Germany info@cg-haenel.de Notice: Please contact the respective wholesaler or importer in your country in the

www.cg-haenel.de

 

[finnbear270]

Did you use this site (the english version)?

Contact & Directions – C.G. Haenel

Contact C.G. Haenel Gmbh Schützenstraße 26 98527 Suhl Germany info@cg-haenel.de Notice: Please contact the respective wholesaler or importer in your country in the

www.cg-haenel.de

Notice:​

Please contact the respective wholesaler or importer in your country in the first instance with your enquiry (e.g. price enquiries, spare parts, delivery dates, etc.).

You can find an overview of dealers & importers here.

 

[Motard]

as said. they don't whant to deal anymore with private customers..Problem is that local reseller are often pluri brand so are not involved if not for big sales nor are interested in first persons in maintaining the good name of the product..This is a shame because I easily foresee the ancient Shul brand loosing ground respect way newer and not more appealing competitor's..
But as per words of Dante Alighieri: "chi è causa del suo mal pianga se stesso" Rough translation: "He who is the cause of his own misfortune should cry for himself".