The Full Record Behind This Nox 9™ Complaint
We owned the weld issue. We offered a real fix. The public version being pushed now leaves out the part where the customer asked for a near-cost deal on another gun.
Let’s Be Clear
The weld appearance on this customer’s California-compliant Nox 9™ was not good enough. We are not going to spin that, hide from it, or pretend it met the standard we expect from ourselves.
We acknowledged the issue and offered to make it right. That part matters, because the public story being told now makes it sound like Jacob Grey ignored the problem or refused to support the customer. That is not what happened.
The documented record shows something very different: we offered a replacement firearm, offered a future no-cost barrel and compensator assembly, and then the customer asked for a significant discount on a separate Hex Pro.
The Receipts Are Right Here
We are putting the documents near the top because people should not have to take our word for it. Review the call summary and follow-up email thread for yourself.
Support Call Summary
Notes from the customer support call, including the concern raised, what Jacob Grey acknowledged, and the resolution offered.
Open Call SummaryFollow-Up Email Thread
Follow-up communication showing the resolution path and the separate request for a significant discount on an additional firearm.
Open Email ThreadThe Facts
The weld appearance was not acceptable.
The customer contacted us about the weld on his Nox 9™. We reviewed it and agreed the appearance was not where it needed to be. That is on us.
We offered a brand-new replacement firearm.
We did not ignore him. We did not tell him to deal with it. We offered to send a brand-new replacement firearm through his FFL.
The replacement still needed a California-compliance weld.
The replacement firearm still required a welded barrel assembly because it was configured for California compliance. We were clear about that.
We offered a future no-cost barrel and compensator assembly.
We told the customer we would provide a new barrel and compensator assembly once the updated parts were finished, coated, and available. The timeline was approximately 4–6 weeks.
He could shoot the replacement firearm while waiting.
The customer could use the replacement firearm in the meantime and still receive the updated barrel assembly later at no cost.
Then the conversation turned into a discount request.
After the support path was offered, the customer separately asked about purchasing a Hex Pro at a significant discount, potentially near cost, based on the experience.
That Is Where We Draw the Line
We will own our mistakes. We will fix legitimate product issues. We will take care of customers when something is not right.
What we will not do is let a service matter become pressure for a near-cost deal on another firearm. That is not customer support. That is leverage. And we are not going to reward it.
The Delivery Claim Does Not Match the Record
The customer later represented that he never accepted delivery of the firearm from his FFL. Based on the documented communication, dealer handling, and support timeline available to Jacob Grey Firearms, that claim does not match the record.
Again, do not take our word for it. Review the supporting documents above and decide for yourself.
Bottom Line
We had a weld appearance issue. We owned it. We offered a replacement firearm. We offered a future no-cost barrel and compensator assembly. Then the customer asked for a near-cost deal on a separate Hex Pro.
We stand behind our products and our customers. We also stand behind the record. When the public version leaves out the facts that matter, we are going to correct it.
This page is provided to summarize Jacob Grey Firearms’ documented customer support response and the resolution offered.
The Full Record Behind This Nox 9™ Complaint
We owned the weld issue. We offered a real fix. The public version being pushed now leaves out the part where the customer asked for a near-cost deal on another gun.
Let’s Be Clear
The weld appearance on this customer’s California-compliant Nox 9™ was not good enough. We are not going to spin that, hide from it, or pretend it met the standard we expect from ourselves.
We acknowledged the issue and offered to make it right. That part matters, because the public story being told now makes it sound like Jacob Grey ignored the problem or refused to support the customer. That is not what happened.
The documented record shows something very different: we offered a replacement firearm, offered a future no-cost barrel and compensator assembly, and then the customer asked for a significant discount on a separate Hex Pro.
The Receipts Are Right Here
We are putting the documents near the top because people should not have to take our word for it. Review the call summary and follow-up email thread for yourself.
Support Call Summary
Notes from the customer support call, including the concern raised, what Jacob Grey acknowledged, and the resolution offered.
Open Call SummaryFollow-Up Email Thread
Follow-up communication showing the resolution path and the separate request for a significant discount on an additional firearm.
Open Email ThreadThe Facts
The weld appearance was not acceptable.
The customer contacted us about the weld on his Nox 9™. We reviewed it and agreed the appearance was not where it needed to be. That is on us.
We offered a brand-new replacement firearm.
We did not ignore him. We did not tell him to deal with it. We offered to send a brand-new replacement firearm through his FFL.
The replacement still needed a California-compliance weld.
The replacement firearm still required a welded barrel assembly because it was configured for California compliance. We were clear about that.
We offered a future no-cost barrel and compensator assembly.
We told the customer we would provide a new barrel and compensator assembly once the updated parts were finished, coated, and available. The timeline was approximately 4–6 weeks.
He could shoot the replacement firearm while waiting.
The customer could use the replacement firearm in the meantime and still receive the updated barrel assembly later at no cost.
Then the conversation turned into a discount request.
After the support path was offered, the customer separately asked about purchasing a Hex Pro at a significant discount, potentially near cost, based on the experience.
That Is Where We Draw the Line
We will own our mistakes. We will fix legitimate product issues. We will take care of customers when something is not right.
What we will not do is let a service matter become pressure for a near-cost deal on another firearm. That is not customer support. That is leverage. And we are not going to reward it.
The Delivery Claim Does Not Match the Record
The customer later represented that he never accepted delivery of the firearm from his FFL. Based on the documented communication, dealer handling, and support timeline available to Jacob Grey Firearms, that claim does not match the record.
Again, do not take our word for it. Review the supporting documents above and decide for yourself.
Bottom Line
We had a weld appearance issue. We owned it. We offered a replacement firearm. We offered a future no-cost barrel and compensator assembly. Then the customer asked for a near-cost deal on a separate Hex Pro.
We stand behind our products and our customers. We also stand behind the record. When the public version leaves out the facts that matter, we are going to correct it.
This page is provided to summarize Jacob Grey Firearms’ documented customer support response and the resolution offered.