Technical Tuesday - CR920 Issue Solved!!
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- Опубликовано: 27 июн 2022
- Over the last few weeks, we have seen several comments on social media related to feeding issues with CR920 pistols. This took us by surprise as we did not see any of this in our testing or law enforcement testing of the product. Getting to the bottom of this has been a huge priority, and we have been on a quest for answers since this first appeared.
We can now say with confidence that the issue is isolated to early production CR920 barrels. These barrels included a machined feature we referred to here as the “butt” (when you see the picture you will understand). Our study of this problem showed that these barrels could produce inconsistent feeding results with some ammunition, particularly if the feature was at the outer edges of the tolerance. In this video, we give you the full story on the feature, why it was added, and why we eliminated it when we improved our bronze coating.
It is important to understand that these barrels are not a safety risk of any kind-this is purely related to ensuring the gun feeds a wide array of ammunition. In fact, the vast majority of “butt” barrels are functioning fine. Our sales team still has them in demo guns, many test guns still have them, and ironically, my personal CR920 also has one. But with that said, some people are having legitimate feeding issues and that’s not okay.
What we decided to do was send a replacement, current production barrel to anyone who has a “butt” barrel. In order to keep you armed, we are not asking you to send back the entire gun. Instead, we will send you a new barrel first, include a return label, and ask that you return the old barrel on the honor system. Here’s how this works:
1.Send an email to barrel@shadowsystemscorp.com
2.Put your serial number in the subject line
3.Put your name and full address in the body of the email
4.Attach ONE image showing both the serial number plate on the gun and your “butt” barrel
5.Allow 2-4 weeks for us to ship you a new barrel (during this time, you can certainly keep shooting the “butt” barrel!)
Again, we are beyond bummed that some of you have had issues with your guns. We appreciate you allowing us to ensure every CR920 in the field meets our standards.
Trevor Roe
CEO, Shadow Systems
P.S. If you have additional questions, feel free to direct them to support@shadowsystemscorp.com. 
Развлечения
The fact you guys are being this transparent and are making efforts to do best for your customers is the reason a CR920 will be my next pistol. Respect.
I agree with all that except it wont be my next pistol. In about 5 years or so for me
Also you guys may want to contact Honest Outlaw directly because he was having a lot of trouble with his model.
They already have. Minutes after his video was posted.
Chris at honest outlaw acts like a bitch sometimes. It's like if he doesn't "add his custom touches" to a gun it's all wrong. The guy made a video the other day with an old Sig 556 rifle that jammed every third round and all he could do is talk about how cool it is.
Hes quick to spend his patreon dollars on Atlas pistols too, just to show them off.
That's why I dropped my patreon account with him.
@@stevehall4636 you hit the nail on the head.
@@stevehall4636 that's sad. I really liked his channel.
@@connorflanagan9329 There's nothing wrong with his channel. He praises some firearms and criticizes others. He call it like he sees it. First impressions are lasting impressions.
Companies don't realize how much transparency and honesty actually _gives_ them credibility if they're willing to fix and reissue their problems instead of covering up and denying them.
Does it cost money, sure, but money isn't the only currency when it comes to business. Imagine if Sig stopped covering up their drop discharge "problems", things like that pushed me away from the P320. Good job SS, and keep making those *gorgeous* bronze fluted barrels man, they look awesome.
These guys are a standup company. In a age where people intentionally cover up things, I appreciate the transparency. I have an mr920 and had some missing accessories mistakenly taken out at the gun store by that facility. I contacted SS and not only did they provide the missing accessories, they met me after hours to get them to me in person. Good luck getting that kind of support from any where else. Respect.
I got my CR920 recently and it was missing the optic accessory kit with the screws, spacers, and loctite. They were really apologetic about not packaging it in (I'm not even convinced it was them because it might have been like your situation and the gun store mistakenly or intentionally took it out who knows) but either way they got it sent to me ASAP and I've been recommending this company like crazy to all my friends and family. I own two of their pistols and they are incredible. Top quality product, top quality service.
I can stand by that all day. They’re owning it and correcting issues. I love to see it!
I just had the complete opposite experience,7 emails,3 phone calls,and 6 days of arguing with theese people, guess the owners manual, and the six screws are made of platinum or something, I was willing to replace every glock that I had with a Shadow Systems,but now you want to turn my life upside down over a piece of paper, and three dollars worth of screws🤷♂️
I'm an Automation Engineer. I do a lot of 3D modeling in SW and it's the worst when you change something and it effects something else and you didn't even know it! It's hard to catch everything. Kudos to you guys for making it right!
This is why I went with shadow systems- the customer service! I bought a MR920 and put thousands of rounds through it without a hiccup. I seen the problems with the CR920 and I knew y’all would get if figured out and take care of everyone. I’m glad y’all did and owned up to it. I will have to pick up a CR920 now. Thanks again for being a great company
They are a great company, my CR920 has been flawless and the ones we sold everyone seems to be loving theirs.
Thanks for being straight with people. You get alot of respect for it. Love both my MR and DR.
I will also be getting on as well
This is what great customer service looks like!!
Shadow systems customer service is awesome. You guys apologized, took full responsibility and fixed the problem. I actually received an email from you directly, breaking down what was wrong and how it was fixed. If that isn’t a sign of a good company idk what is. My CR920 elite has been 100% reliable for 800 rounds now since I got it back a few weeks ago. Thanks Trevor 💪
What other company would use the honor system in a similar case...none. this speaks volumes for shadow's care and concern for their customers issues. Also hope to see honest outlaw do a follow up review, would be cool to maybe see Trevor visit him with the new barrell and yall run a couple drills
I'd like to see that myself he needs to change his name if he doesn't give shadow a chance to rectify the issue to mostly honest outlaw
💯
I doubt shadow systems produces more guns then sig and Glock. It’s easier as a smaller company to fix issue then a massive large scale company. But non the less it’s appreciated. Bought many SS firearms myself.
It didn't look like he had a butt barrel but we'll see if he does get the update.
@@JifferRiffic that’s a solid point but I think most large scale firearm companies should consider the product they are making. Most people getting unregistered firearms won’t be using the company’s service for repair. So having a progressive and extraordinary service really puts the law abiding customer into favor, as we want our firearms up to par for our loved ones and ourselves (oh and for the fun range day). It would be nice to see more companies find a way to address they downfalls of their products because people shouldn’t have to buy the latest generations of firearms like they are iPhones. Most firearms in the market should/could be lifelong pieces that serve purposes. As long as they shoot consistently without failure, then the user/owner can appropriately designate the purpose of that firearm. I love shadow systems and haven’t had an issue with my mr920. I hope to some degree large firearm companies can atleast provide this service for a certain tier of firearms if not all their firearms. Instead of waiting for recalls that already affected someone’s life/wellbeing.
I just purchased to CR920 will get it Thursday the 30th. This is my second purchase also have the mr920 both are the war poet edition. This video right here as why you will continue to have me as a customer. Thanks for the update will inspect mine when it gets here, but more importantly your honesty and desire to make things right.
I think after all the research ive done i would love to get a shadow systems as a first carry gun. Personally i think it looks amazing.
I appreciate Shadow Systems standing behind the product.
This is exactly why I support and buy Shadow Systems, quality and when something fucks up they're on it asap.
This is why I love Shadow Systems, Trevor is the real deal. I have a CR920 & XR920 and luv them both.
Mad respect, most companies hide from their issues *cough cough* .. sig. You guys did the right thing, cheers!
You guys are awesome! I bought 2 of the Warrior Poet CR920s as soon as they were released fully aware of the CR920 feed issues. However, I knew that your company would fix those issues even if my new guns had problems. Thanks for being straightforward and doing the right thing for your customers.
I just got my warrior poet cr920 in last week and it’s been a blast to shoot, absolutely love it. My new EDC. Wanted a Glock, discovered shadow systems, haven’t looked back since. My buddy likes it more than his G43x
I'm so glad you guys are doing this. I had this issue with my gun and the fact that you're owning up to it and standing by your product is great. I appreciate this in a company and you've gained me as a future customer for sure.
You guys really stand by your product, excellent company hands down .
Your detailed explanation is appreciated Trevor. You are gaining much respect for the respect you give us. Thanks
Great job standing behind your products!
Got mine this morning. Ran my first 100 rounds, right out of the box, not oiled or cleaned,not one issue!! My trigger also feels great!! I’m very confident in this pistol and will be my EDC!
How refreshing to see an honorable company with great customer service. You guys are awesome. Keep doing what your doing.
Glad you found the problem quickly and are being open about it. Good on you for the replacement strategy. 👍🏻
Love you guys! Best gun company. Always open, honest and willing to help your customers. Can’t wait to get my hands on the CR920
i really like that you guys owned up to a "probable" issue and are providing this type of service. this is great.
Thx for ALWAYS being a stand up company you’ll have my business for life guys
This right here is why I love you guys and the firearms you create. I haven't had any issues with my MR920 WP and will definitely be adding a CR920 WP in the future!
Fantastic!! Glad this is resolved. I ordered my CR920 a few weeks ago. Can’t wait to get it. I love my MR920 and really liked the feel of the CR920 when I shot it. Thanks for the quick fix on this. I trusted you guys would do something like this. I appreciate the transparency, and the technical explanation.
Thank you for the honesty and the solution. I admire you and your company.
Awesome Integrity! Speaks volumes about your company and mission. I’m proud to be an owner of 3 of your guns! Keep up the great work!
It's unfortunate that some of the guns were having issues out of the box. I was considering buying one and then a lot of issues started popping up online so I decided to hold off. Nothing to say other than I respect that you made this video and respect how you're handling it. It's exactly what every customer wants to be done but no company (other than Shadow Systems) would ever do.
I just wanted to respond with that I bought my CR920 about a week ago and from the looks of it, the newer batches are all using the new barrel so that's a big plus. I'm curious as to how long ago Shadow Systems started manufacturing these new barrels, but my guess is that most of the CR920s you find on shelves right now are going to be the updated ones.
About to pick mine up I’m glad you guys are awesome.
Much respect to you and your company. Glad to see that ethics and good business are still alive. Cheers!
Much respect for making a video and letting customers know you're aware of the issue and making in right...
Nothing but respect for you guys. I’ve followed y’all for a while and I’m not at all surprised at how well y’all are handling your business. Having watched many videos on the gun and now seeing your response, I will definitely be making a cr920 my next gun purchase.
Love the attention to the sentiments of the customer
I haven't purchased from your company yet, but, because of this video, I'm not more hesitant... I am far more likely to. Respect to you guys. I can see why John Lovell went with your company. You've done what a warrior poet would do when others would be tempted to brush it aside and hide it.
Yall really do have an AWESOME company. I got the MR920 last Christmas and added a Holosun 508t GDS, TLR-H1 light, and a Herrington Arms comp on. Loved the gun so much I just picked up the CR920 yesterday and put the Holosun 507 GDS on. Keep up the amazing customer service, Technical Tuesdays on RUclips, and keep rolling out the absolute BEST products on the market!!! 🤙🏼
I own a DR920. I LOVE this customer service. I will be purchasing a CR920 because of this video. Great job getting ahead of issues.
You guys are awesome. A business model to be emulated. Keep it up.
I love the transparency and ownership shown here.
Really awesome to see this from a company.
Beginning of June 2022 11 Glock 9mm’s, 0 Shadow Systems guns. As of 6/28/22 3 Glock 9mm’s left (to be sold), and 4 Shadow Systems guns! 😎✌️
THIS is why I will never buy a pistol from another company. They stand by their product and actually take care of their customers
You could buy a Glock... those work and they have good customer service too. AND, they actually designed the guns and all....
These guys have seriously good customer service
Really appreciate the professionalism with this company! Looking forward to getting my CR 920 soon!
I'm glad y'all decided to deal with it this way. I wouldn't want it any different.
This video makes me trust you even more and you have a customer for life... Thanks Shadow!
Thank you for solving this issue. We appreciate the honesty and the breakdown of what happened and how you're going to rectify it. You didn't have to make a policy where people would be without a firearm (if the CR920 was their only pistol like how it is for my older sister) and you went above and beyond what most people expected. Good job.
I shall be ordering a CR920 ASAP!!! Thanks for being an awesome company and making things right!!!
Incredible customer service, keep it up guys, got the CR920 without the butt barrel and it's A+
Thank you for being up front and honest! Will always have my business
Props for admitting to the problem and making it right!
I'd much rather see a company push the limits and innovate, see success and own the failures then to keep to the safe designs. I am sure you guys earned a lot of trust with this video. Great work.
Nice way to be transparent with your customers!
Appreciate the transparency. My CR920 has been with you guys for two week, just got an email that the failure to feed issue was being caused by a trigger bar that was needing replacement. Looking forward to seeing if it’s resolved when it gets back to me.
Love the honesty and level of detail.
You guys took my mr920l in and returned it quickly for a trigger assembly issue. I greatly appreciate your customer service and insistence on making it right. Very happy customer.👍
This is great customer service, right here! Kudos to Trevor and the crew at SS.
Thank you for being an honest, quality manufacturer. I have 2x mr920, a dr920p, and my cr920 is scheduled to be delivered tomorrow. I trust these guns and know if they are not right you will make it right.
Thank you for your transparency. I love your Shadow Systems and your products!
So impressed they're not just fixing it and listening to customers but they made this video to deeply explain things. Awesome...
This is the reason that I own multiple Shadow Systems pistols, and why I will purchase from you again. I love how much you guys care about your customers!
I love the customer service I received from this company. Always fast and to the point to get me back up and going. Had an issue with my mr920 elite and got it fixed. Bought a early production cr920 serial 201 and I have a butt barrel. Just got off the phone and they told me about this video and already have a barrel coming my way! Thank you for addressing the issue and doing what’s right. Shows you care about the products.
Thank you Shadow Systems for a great product and always taking care of your customers. I carry a DR 920 on duty and I trust it with my life
Solid company trying to do right by their customers. Happy to be a customer!
Much as they are they should lol 😂
This is one reason why I like to buy a pistol from you all. That's! Standing behind your product. HELL YEA! 😎🤘🍻💪🇺🇲💪
Thank you for offering this and taking care of this issue. I really hope it resolves it. I noticed all of my failures to feed always happened in the first 4 rounds of either of my magazines and never thought it was a barrel issue but fingers crossed. I have put over 300 rounds thru this my CR920 and it has not been a fun gun to shoot at all dealing with this.
This guy is genuine! I prefer hammer fire guns, because of him, I got one. Just to show support!
Thank you sir! Keep up the good work!
Good on you, Trevor. Doing right by the customer. I havent purchased a CR yet because i havent found one in the wild, but i swear by my MR920 Elite and will be picking up a CR as soon as i see one on the shelves.
Much respect for this. Thank you guys for standing behind your product. This is how you earn customers for life. I love my MR920 by the way and will be looking to pick up a DR920P as soon as I can!!!
Thank you not only addressing this issue, but making a public video explaining it. The reason I own multiple shadow systems guns is simple. You listen to the public about your products, adjust and put out a better product. So many companies fail to do this. Keep up the good work!
And this is why I just bought the CR920. Your support to LE and transparency. Good stuff.
Wow now I have no doubts about going with this company. Well spoken and sincere about helping the consumer. God bless.
Saw this several days later. Very impressed that you not only stepped up and owned the issue by making replacement barrels available but made a great video explaining the issue and how to fix it. Very refreshing in this day of deniability and silence regarding QA situation. Well done folks, well done indeed.
I have 3 of your pistols. Just ordered my CR. Thanks for stepping up.
Hats off to y’all for taking care of this. 👊🏻😎
You guys ROCK! Don’t own a CR920, but after this I definitely need one now.
Very well done Sir, I have changed from S&W to Glock, to sig and now only use your brand and different models for vehicle gun, house gun, Bike gun and ccw guns. You have always treated me very well and I will continue to do business with you as long as you continue to ut out this quality as well as your awesome customer service. Thank you Tim
Shadow system never fail to amaze me. These guys are phenomenal
GREAT customer service!
Was on the edge about buying the cr920. I have a dr920 and LOVE it!! Now that I have seen the response I will be buying the cr920 for the summer carry.
Thank you for standing behind the product. I have the CR920 and had the issue (thought it was me) and then saw Honest Outlaws review and got concerned. Solid company. Proud to buy American product that has technical Tuesday and Trevor and his team rock!
It’s great to see a company back their handgun by explaining and doing something. Kudos!
By the way. I have a cr920 and love it.
This video just sealed the decision on my purchase. Customer service and how issues are handled speak volumes!
I do not currently own a Shadow Systems pistol but have been anxious to try this specific model as a potential replacement or supplement to my beloved G26. After watching a number of online reviews and hearing about the issues I was quite concerned but after watching this video I think you have gained a new customer. Thanks for your upfront approach to serving customers.
Thanks for the video. I had been planning on getting once I escape CA, but did see some of the other reviews that weren't so positive. I remember you being in the last "build" challenge with Clint & the team & was impressed. Surprised this wasn't in the concealed carry thing they're doing now, but can't be in everything can you. This response to something that isn't even a safety issue & all of the positive comments in the response to this video have eased any concerns I might have had. Thanks ya'll in the thread!
awesome to see a company that is this transparent and holding themselves accountable for issues most mfgs would sweep under the rug. I havent owned a shadow systems pistol, mostly because I wasn't familiar with your brand, and didn't want to stray from the known (glock). This video is all it took for me to be convinced. Stoked that you guys are actively improving your products even after release
Cool beans thanks, I always just wait when new products comes out, so I’ll be grabing one now
Mad respect for the transparency, ownership, and willingness to do whatever it takes to resolve the issue. Kudos to SS.
Wow! I haven’t purchased a CR920 YET but I am blown away by this Customer service action. Mad respect SS! You guys are awesome! Definitely will have to purchase more from SS!
I approve of this company and their outstanding products and service. I speak for many, thank you for creating an amazing product at and amazing price.
I have watched videos on these guns and ive been wanting to get one to add to my collection. RUclipsrs doing reviews kind of lead me away but after seeing this im all in on getting the CR920. Awesome customer service and how quickly you guys handling that issue is great. I dont see other companies doing it. My local shop has these and ill be picking one up soon!!
Awesome customer service. Just got the cr920 today with the new barrell
This company, guys.... from the highly informative tech Tuesdays to stand-up putting-themselves-waaaay-out-there with candid admissions such as this issue, I am so glad I am buying into this brand with a new CR920 elite this week. I have every confidence I made the right choice. Bravo for this vid guys.
Y’all are the best. I don’t have a shadow systems and this makes me want one. I’ll absolutely keep recommending them to my friends.
Get one, you won't regret it. I have the MR920 and the DR920, both Elites. They shoot as well as my Staccato and my Nighthawk GRP, just cost a lot less.
I had hardly any knowledge of Shadow Systems before I picked up my CR920 the other day. I did some research and what made me choose it over a hellcat was everything I found on Google and on here talking about Customer Service. I'll be recommending you and will be a customer for life due to your customer service and most of all...how you make the process, like you explained in this video, for replacement...just dead simple. No complicated hoops to jump through. You guys are awesome.
Just bought a XR920 and I’m beyond happy with it. Watching this video and seeing how much Trevor cares about his products and the customers who use them made me a customer for life. This is the kind of service that sets companies apart from others. 🙏🏾👏🏾
Thank you for explaining it!
I shoot with a CZ for 6 years, I never knew you guys.
My friend bought this exact gun and told me how much of a pleasure it was to shoot with. I wanted to try soon the MR elite version since I like 15 rounds at least with me but haven't yet since I live in Israel and you probably know what is going on here.
I was searching about it and saw this video, I think it is very important for a company to be transparent with their customers, and I really appreciate you did this video, admitting something was wrong although you had it through massive testing, learned from it and fixed it. Not only that, you will also replace all those who are in potential to have this cosmetic issue. Appreciate it a lot and I will surely going to have the MR as my gun one day.
Thanks!!
Love your guns, love your customer service, love your vids