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Old 10-06-2020, 11:35 PM
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Default A SAD tale of Ruger customer service

This is long, so bear with me.

For years I have been hearing glowing reports about how great Ruger customer service is and how S&W and other firearms manufacturers should emulate them and follow their lead. Every one of these tales seems to report 1-2 week turn around times and great communications from Riger.

I now have a tale of their customer service of my own to relate. Unfortunately mine has been a somewhat different type of experience altogether.

For a couple of years I carried a first generation LC9 and was very happy with it. Until approximately 3 months ago when it fired out of battery and launched the extractor into low earth orbit.

Here is the timeline of the high points of this little exodus

7/17/20 I first contacted Ruger customer service by email to tell them of my problem

7/21/20 I received an email reply including a prepaid FedEx shipping label and instructions on how to send it in for inspection/repair.

7/23/20 I shipped the firearm back to Ruger

7/27/20 I received an email saying that they had received my firearm.

8/10/20 I sent a follow up email inquiring about the status of my repair – no reply

8/13/20 I called inquiring about the status of my repair – they promised to find out and call back. They didn’t

8/17/20 Called again inquiring about the status of my repair – they promised to find out and call back. They didn’t - again

8/24/20 I finally received an email saying that a technician had my gun on their bench, exactly 4 weeks after they received it.

9/1/20 I received an email from customer service saying my firearm was not repairable, that they would give me credit towards a different pistol to replace it, but that the replacement might require paying an “upgrade charge” if it was a more expensive firearm. I replied to the email asking for a reason WHY my pistol was not repairable since they still sell repair parts for it on their website. I also asked how much credit I would be getting towards something to replace it, and gave 3 examples of current offerings I might be interested in as a replacement.

9/2/20 I sent a follow up email expressing my displeasure at their lack of response and asking that they give me a phone call to discuss my questions and concerns

9/5/20 I received a reply from customer service quoting the “upgrade charge” for all 3 of the current offerings I had expressed interest in as replacements for my gun. BUT they gave no explanation for why my pistol wasn’t repairable. I also asked about sales tax and shipping times for the 3 example replacements they quoted and pointed out that they hadn’t answered my question about my pistol being beyond repair.

9/8/20 The customer service rep replied to answer my question about taxes and what the shipping time would be for the 3 example replacements I asked about. In explanation of why they couldn't repair my pistol she said that they “do not have any slides for this model, it will continue to have a slow slide reaction.” Seemed like an odd explanation to me – I’ve never heard of a gun discharging out-of-battery being described as “a slow slide reaction”. I replied to ask if any or all of the 3 alternatives were in stock and ready to ship.

9/15/20 Having received no reply for a week I sent a follow up email reiterating the questions I asked in the email I sent on 9/8/20. Customer service finally replied to say that only one of the alternatives were in stock and ready to ship. I responded with the my preferred alternative replacement pistol (an AR-15), my FFL choice, and to ask if my magazine from my LC9 could be returned to me. They replied to say that they would ship the magazine back the following day and that they would contact me for payment of the $259 “upgrade charge” when the AR pistol was ready to ship.

9/21/20 I sent a follow up email from customer service asking if they could tell me when the replacement pistol would be ready to ship. They said that the order had been placed at the factory and they didn’t know when it would ship.

9/22/20 The factory sent me an email to say that the new pistol would ship in 10-14 days.

9/25/20 The factory sent an email asking me to call them with payment for the “upgrade charge”. I promptly called and gave them my credit card info. I notified my FFL to be on the lookout for the gun to arrive.

9/28/20 I sent a follow up email to the customer service rep inquiring about my magazine that had never arrived. They replied to say that they had forgot to ship it and it would go out overnight the next day.

9/29/20 I got an email from FedEx saying the package with my magazine would arrive the next day. I also got a text from my FFL to let me know the new gun had arrived.

9/30/20 I got another email from FedEx saying it couldn’t be delivered because it was marked “Adult signature required” – and there are no adults at my home during the day. I went to their website and tried to ask them to hold it at the terminal for me to pick it up, but found out that Ruger had given instructions that it could ONLY be delivered to the specified address (my home) and that it could only be released with an adult signature.

9/30/20 I sent customer service an email and asked them to contact FedEx and tell them it was OK to hold it at the terminal for me to pick up. Instead they removed the Adult Signature Required restriction from the package. BUT they never bothered to reply to me to let me know.

10/1/20 I got another email from FedEx saying the package with the magazine had been delivered.

10/2/20 I met with my FFL to complete the transfer paperwork.
So start to finish from the point I first contacted Ruger about the problem until I received the replacement was just under ELEVEN weeks (7/21/20 to 9/30/20). The turn around time from the date they received my broken pistol until they shipped the replacement was NINE weeks (7/27/20 to 9/25/20).

I understand about COVID slowing things down, but an increase from 2 or 3 weeks total turnaround time to 11 weeks? That seems a bit excessive. Frankly the lack of communication was a big part of the problem. Waiting a week or two before answering a customer’s email, or failing to answer an email at all, is NOT my idea of outstanding customer service. Neither is promising things you don’t deliver (like shipping my magazine the next day). It is almost as if they are so used to getting the gun back into the customer’s hands quickly that they have never developed the communications skills or mechanisms – because they haven’t had to. It seems like now that the lead times are long enough that they need to communicate with the customer, they don’t know how.

So, in the final analysis, all's well that ends well. I am very satisfied with the final resolution. For $260 cash, a well used pistol I paid $140 for 2 years ago, and a $20 transfer fee I got a new-in-box 5.56 pistol that is selling on GunBroker (not just listing, actually SELLING) for $1,000. So I have no complaints there.

However, I think it is safe to say that Ruger customer service isn’t what it once was – at least not at this present time - and their products are just as subject to having "issues" as others.

P.S. I have photos of the ruptured cartridge and video showing that the gun could, would, and did fire out of battery. I volunteered to provide this "evidence" at the outset, but Ruger never asked for any of it or even tried to dispute that an out of battery discharge was what caused the damage.
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Old 10-06-2020, 11:51 PM
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I am not a fan of Ruger either, despite all the people I know that love them.
Dealt with them twice on the same P85 that I purchased new almost 30 years ago.
They fixed nothing but charged me for shipping and handling.
Sold the gun at a considerable loss and bad mouth them every chance I get.

I have dealt with S&W 4 times.
Twice with used guns and twice with new guns.
They took care of me on all 4 and never charged me a dime.
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Old 10-07-2020, 12:10 AM
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Sorry to hear of your bad experience.
It isn't that "I'm not a fan of Ruger"
I have some other guns of theirs, and they have been just fine.
But then so was the LC9 until it fired out of battery and partially disassembled itself.
But it is safe to say I'm not a fan of the current state of their customer service.
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Old 10-07-2020, 12:27 AM
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That's a shame. I sent back my brand new 5" GP100 before I even had a chance to shoot it for loose wood. Brown actually picked it up at my house and it was back here in 10 days with solid wood. About that time we were allowed to shoot at the ranges in PA, so I fired it 3 times and it would not cock or turn or do anything a revolver is supposed to do. Brown picked it up and brought it back, again in less than 2 weeks. Now it works, as far as I know, because I only was able to put about 75 rounds through it...can't buy ammo, especially .327 FM. I don't want to use all my ammo at the range, but I also want to be sure I can keep it handy and rely on it if need be. Both GPs are loaded with defensive ammo, but I can't practice!
Anyhow, if they had better Quality Control they would not need such "good" Customer Service. I like wheel guns a lot, but an EC9s goes with me everywhere. Every trip to the range it gets shot and has never failed to do anything. No more new Ruger wheels for me; just '80s or older S&Ws in wheel gun. (But, that 6" GP is a real tack-driver.)
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Old 10-07-2020, 12:27 AM
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I had a PPK at S&W for a recall some years back and it took them six months. And if you called them to find out what was happening with your gun they had no clue and couldn’t be bothered to find out. And it shipped on my dime, not theirs. Sorry about your experience. I know how frustrating these things can be, but it could have been much worse. All I can say is I’ve had two contacts with Ruger customer service and both were very fast and completely satisfactory.
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Old 10-07-2020, 01:20 AM
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That's a shame. I sent back my brand new 5" GP100 before I even had a chance to shoot it for loose wood. Brown actually picked it up at my house and it was back here in 10 days with solid wood. About that time we were allowed to shoot at the ranges in PA, so I fired it 3 times and it would not cock or turn or do anything a revolver is supposed to do. Brown picked it up and brought it back, again in less than 2 weeks. Now it works, as far as I know, because I only was able to put about 75 rounds through it...can't buy ammo, especially .327 FM. I don't want to use all my ammo at the range, but I also want to be sure I can keep it handy and rely on it if need be. Both GPs are loaded with defensive ammo, but I can't practice!
Anyhow, if they had better Quality Control they would not need such "good" Customer Service. I like wheel guns a lot, but an EC9s goes with me everywhere. Every trip to the range it gets shot and has never failed to do anything. No more new Ruger wheels for me; just '80s or older S&Ws in wheel gun. (But, that 6" GP is a real tack-driver.)
Here's a little test to try with your EC9s to see if it has the same problem my LC9 did.

With an empty chamber and an empty mag inserted, point the pistol at the ceiling and stick a pencil into the barrel - eraser first - so that the eraser is resting against the breech face.

With your free hand push the slide back about 1/8" and hold it there. Then pull the trigger. See if the trigger will operate the sear to "fire" the gun - if it will release the striker.

If it does, then watch to see if it will "launch" the pencil. If the trigger will release the striker and the firing pin will pop out of the breech face far enough and hard enough to launch the pencil then your pistol is capable of firing out of battery - just like mine did.

An out of battery discharge can result in a ruptured case - most likely at the feed ramp cut at the 6 o'clock position of the barrel, because in that little area the shell casing isn't supported. If the slide is retracted enough for the casing to be pulled back far enough for the area in front of the web of the casing head to be unsupported at the feed ramp cut, then the thin brass in front of the case head web can blow out.

That is exactly what happened to mine.

Mine would fire out of battery that way. In fact it would "fire" like that and launch the pencil with the slide retracted almost a full 3/16" out of battery. When the case ruptured it started at the ejection port end of the unsupported area of the feed ramp and split sideways clockwise around the rim. That blast of pressure out the right side is what blew the extractor off and sent it flying to who-knows-where.

Like I said, I have the casing. I've attached a couple of photos of it and you can see the u-shaped line where the brass first expanded into the feed ramp cut of the barrel (basically the same thing as "Glock Bulge") before the case ruptured and split along the rim counter-clockwise.

I wish I had an easy way to upload the video I made of it launching the pencil while out of battery. In addition to the pencil test I also put an empty primed case in it and fired it with the slide held out of battery. Guess what? It ignited the primer easily.
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Old 10-09-2020, 07:42 PM
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I think this covid virus has all the companies messed up. It’s not just ruger.
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Old 10-09-2020, 07:54 PM
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Sorry to hear about your experience. I always thought Ruger had good CS but I have never used it.
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Old 10-09-2020, 08:48 PM
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I think this covid virus has all the companies messed up. It’s not just ruger.
I'm sure it does, but enough to make the normal 2-3 weeks turn around into 9-11 weeks? And COVID doesn't really excuse such poor communications IMO. How long does it take to give a customer some kind of reply to an email? 1-2 minutes? Tops?
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Old 10-09-2020, 10:10 PM
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An out of battery discharge can be catastrophic. At least you weren't hurt!

Sadly, though, you could take the word "gun" or "Ruger" out of your unfortunate experience and replace it with any other household item by any number of manufacturers.
Technology has given us the most horrible bureaucracy in the history of mankind. Nobody is responsible for anything, nobody can give you an answer, and there's (inevitably) some lame excuse.
In the end, the best we can usually hope for is some sort of token handout or trinket to make us shut up and go away.
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Old 10-10-2020, 11:50 AM
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I'm sure it does, but enough to make the normal 2-3 weeks turn around into 9-11 weeks? And COVID doesn't really excuse such poor communications IMO. How long does it take to give a customer some kind of reply to an email? 1-2 minutes? Tops?
I am a partner in a service business, and it is my observation that the media's over response to COVID has indeed impacted customer service because customer service is about employees and the media has too many employees screwed up in the head. We try our best to make commitments to customers that pre-COVID would have been no big deal, but now, too often on the day we've made a commitment we get a call from one of the employees in the process chain to meet this commitment saying that their elementary age child might have been exposed to another child whose sibling was exposed to someone who tested positive but showing no symptoms, so they can't come to work today. Another employee who should have been able to step in and fill the void wasn't available because they're working an adjusted work schedule to accommodate for children schooling from home. Some employees want to remain on furlough or unemployment as long as they can so they can draw stimulus money for doing nothing but sitting at home, even if it's less than what they would make working. It's a mess, and yes, when employees are out intermittently or unexpectedly it does have a negative impact on communications with our valued customers.

As a board member of the local ABC (Associated Builders & Contractors) I'm hearing the same thing from other business owners and service providers.

So, in my opinion, it's not appropriate or fair to compare the services of most companies from pre-COVID to mid-COVID. Heck, even our local Sonic Drive-Inn is having issues with their workforce and closed off all their pull up stalls and is providing drive-thru services only. I feel for your issue with Ruger, but I would suggest that during COVID customers should expect changes in services and cut companies a break who are trying.

Lastly, while I think COVID is real, it's being used to unnecessarily scare people and it's working.
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Old 10-10-2020, 12:15 PM
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In complete agreement, Puller. Sadly I don't see this situation improving anytime soon. The media has too much to gain by keeping the hysteria going. I am also concerned that all these mandated protection orders are actually making people's immune systems weaker. Flu season has potential to be really bad this go round.
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Old 10-10-2020, 12:33 PM
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New Ruger SR9C bought for an inexpensive truck gun, every mag had a jam, sent it in for warranty service, got it back , every mag had a jam. Brought it back to the LGS who said they were no longer going to carry Ruger semi's, too many recent problem returns, and traded it in for his reccomended 'best inexpensive semi made' Taurus G2C (so much a Glock clone they had to pay Glock for the design), which after running through a couple hundred flawless rounds went into the truck's Console Vault.

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Old 10-10-2020, 01:23 PM
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Quote:
I had a PPK at S&W for a recall some years back and it took them six months.
Just a FYI: If you have an issue or need the recall done on a S&W PPK, ship it to Walther Arms, USA. They will repair it under warranty, pay shipping both ways and have it back in a week to 10 days. Excellent customer service.
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Old 10-10-2020, 03:26 PM
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I am a partner in a service business, and it is my observation that the media's over response to COVID has indeed impacted customer service because customer service is about employees and the media has too many employees screwed up in the head. We try our best to make commitments to customers that pre-COVID would have been no big deal, but now, too often on the day we've made a commitment we get a call from one of the employees in the process chain to meet this commitment saying that their elementary age child might have been exposed to another child whose sibling was exposed to someone who tested positive but showing no symptoms, so they can't come to work today. Another employee who should have been able to step in and fill the void wasn't available because they're working an adjusted work schedule to accommodate for children schooling from home. Some employees want to remain on furlough or unemployment as long as they can so they can draw stimulus money for doing nothing but sitting at home, even if it's less than what they would make working. It's a mess, and yes, when employees are out intermittently or unexpectedly it does have a negative impact on communications with our valued customers.

As a board member of the local ABC (Associated Builders & Contractors) I'm hearing the same thing from other business owners and service providers.

So, in my opinion, it's not appropriate or fair to compare the services of most companies from pre-COVID to mid-COVID. Heck, even our local Sonic Drive-Inn is having issues with their workforce and closed off all their pull up stalls and is providing drive-thru services only. I feel for your issue with Ruger, but I would suggest that during COVID customers should expect changes in services and cut companies a break who are trying.

Lastly, while I think COVID is real, it's being used to unnecessarily scare people and it's working.
I can see what you mean. IF I were dealing with multiple people, or if the communication "ball got dropped" once, or maybe twice.

Neither of those were the case. I was dealing with the same person from start to finish, and they dropped the ball on communications MULTIPLE times. In fact, pretty much EVERY time.

I have a job too. We are being impacted by COVID just like everyone else. BUT, I don't use that as an excuse for not following through or maintaining communications with my customers. That is unacceptable IMO.

FWIW, part of the point of posting this whole exodus was to let people know that ALL of the gun manufacturers have their problems with products and customer service - including Ruger.
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Old 10-10-2020, 03:48 PM
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OP, lot of typing!!

I have had one experience with Ruger. I had a Super Blackhawk that was blue( should have kept it). However, I decided to get a new stainless one when they came out. I traded my blued gun for a stainless gun. In a few days, I went to the range with a box of 50 factory 240 gr rounds. On the last shot, the ejector rod, spring, and shroud all went flying in different directions. Sent it in to Ruger, ( 50 miles away), and as I recall, it took 6 or 7 weeks to get it back. I never fired it again. A year ago, I gave it to #2 son, along with the George Lawrence Gunslinger 2 holster I had bought for it.

I own one Ruger 77V from the 70's now that I bought new.
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Old 10-10-2020, 04:11 PM
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I’ve had great CS experiences with Ruger, S&W, Charter Arms, and Rossi. All before Covid, of course.
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Old 10-10-2020, 04:30 PM
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I had a PPK at S&W for a recall some years back and it took them six months. And if you called them to find out what was happening with your gun they had no clue and couldn’t be bothered to find out. And it shipped on my dime, not theirs...
You guys are a bunch of amateurs! I’ve had a rifle at Weatherby’s service department for almost exactly a year now. Beginning to wonder if I’ll ever see it again.

Wyo, if you’re in the area, please stop by there and see if anyone is alive and moving around in the service department, will ya?

I’ve had good and bad experiences with all the gun companies over the many years I’ve been buying stuff. Most of the time the incidents fall into the “good” to “reasonable” area. The world champion in “bad” area, in my experience, is the Cxxx company. The OP’s story sounds about like “business as usual,” to me. Nobody’s flyin’ the plane.
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Old 10-10-2020, 05:14 PM
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Ruger has always gone above and beyond for me, but i havent had to send anything back but once. I did order a holster (Bianchi full flap for a Single Six) years ago. It was just about 2 weeks before Christmas, and i included a note that it was intended as a gift, and for them to please expedite the order if possible. It arrived in less than a week. Always have been a fan since then. I returned a sixgun once and they found it unrepairable, and offered me any handgun in their line at no cost. Received a nice new 3" GP100 stainless, as it was the closest to the Security Six i returned.
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Old 10-10-2020, 05:36 PM
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Most semiauto pistol will 'fire' (drop the hammer or striker) with the slide held back a just a bit from being closed completely.
Try a bunch of different pistols and hold the slide back a small amt and pull the trigger.
Most will fire w/o the slide completely closed.

The amt the slide is out of battery will differ. Some a lot,,and some will not fire at all when the slide is even slightly pulled to the rear.

External hammer pistols will generally drop the hammer but not fire as the hammer shank strikes and is stopped from hitting the FP by the slide channel.
Striker fired pistols generally have nothing to hold the striker back from firing the pistol even with the breech not closed.

The disconnector is the only mechanism that is supposed to take care of that, but they don't always disconnect/un-disconnect exactly when we'd like them to.


Even the the all-mighty Luger can be fired with the breech open about 1/8"

It's awfully difficult to trigger off a second round that fast as the slide is still closing from the previous one.
I'd guess it would be more likely from a round that refused to chamber all the way leaving it just hanging out of the chamber a bit.
The slide closes on the round and is not closed all the way (in battery),,But the pistol fires anyway as the disconnector is now backed out of the way and the trigger is in engagement with the striker.

Additionaly, some pistols just seem to have a feed ramp cut excessively long and deep into the chamber to aid feeding. But that allows for unsupported brass.
Some mfgs of ammo is thicker walled than others and may show no bulging, others may swell or rupture. Ammo PSI certainly would play a role as well.
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Old 10-10-2020, 05:58 PM
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Out of my 40 something handguns, about half are Ruger and the others S&W. ALL of the Rugers were bought brand new and ALL of the Smiths were used.

None of the Smiths ever needed to go back to the factory. Only 2 Rugers did. In both cases they were returned within a week and they were perfect. Neither cost me a penny.

On another time I had a mag problem and the gentleman on the phone didn't even ask me for a serial number. He sent me 2 new mags and I got them in a few days.

Ruger is tops for me. Covid has screwed everything up for everyone.
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Old 10-10-2020, 06:26 PM
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So, in the final analysis, all's well that ends well. I am very satisfied with the final resolution.
To me, your above statement is the bottom line and says it all....in the end, they did right by you.
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Old 10-10-2020, 06:39 PM
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Had two occasions to use Ruger customer service. Both times I got the arms back within 10 days. Works for me.
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Old 10-10-2020, 06:54 PM
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Never had a Ruger semiauto pistol but bought a GP100 a few years ago and it is a fine revolver as is my Blackhawk.
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Old 10-10-2020, 07:31 PM
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Sorry you hit a dud. I must be particularly blessed. I have only had reason to contact the CS departments of 2 firearms/ammo companies. Remington (X2) and Armscor. 2 positive, one frustrating.

1 bought one of the second issue R51s and two spare magazines. All three mags would either lock back with one round still in the mag or FTF on the last or next to last round. I sent them an e-mail and the next day got a reply asking for my address. Within a week I had 3 new mags. One of them didn't like the last round, either. Really wanted to like that gun, enjoyed shooting it but didn't trust it for carry. Second time was an e-mail asking that they consider a small change to the RM380 that would prevent unintentional disassembly. Snottiest response I ever got from a manufacturer.

Just before the great rimfire ammo drought of 2008 I bought 2 bricks of Armscor .22 LR from on of the online sellers. Cases bulged and FTE in all action types. Called them. Rep asked for a round count of what I had left and what I had paid initially. They sent me a shipping label and a check for the costs of the remaining ammo within a week.

Of course all of this was pre-COVID.
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Old 10-10-2020, 08:01 PM
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I can see what you mean. IF I were dealing with multiple people, or if the communication "ball got dropped" once, or maybe twice.

Neither of those were the case. I was dealing with the same person from start to finish, and they dropped the ball on communications MULTIPLE times.
Don't assume that it was the customer service rep that dropped the ball... I imagine they only sent a message to the repair department asking for a status and they are the ones failing to respond. All the CS person can do is keep sending requests.

As a retired IT support technician that once manned "help desk" lines, I often did not have the time or opportunity to "bird dog" the requests I sent off to other support departments, especially if you're manning support lines that receive a high volume of calls on a daily basis.

Due to Covid-19 and distancing rules, many customer service departments have had to scale back the number of people that occupy the physical location they work in, which means more calls per CS person.

No telling what could be happening in the repair department that's causing angst for the CS people (and customers).

The number of people could have been reduced for Covid-19 reasons, illnesses, vacations... that have elongated times.

I know we always experienced resources getting stretched thin during the summer vacation months, followed by the Flu season.
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Old 10-10-2020, 08:18 PM
Muss Muggins Muss Muggins is offline
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I give it 50/50 that the customer service rep was physically present at the same place the pistol was shipped . . .
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Old 10-10-2020, 08:28 PM
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This is long, so bear with me.


I understand about COVID slowing things down, but an increase from 2 or 3 weeks total turnaround time to 11 weeks? That seems a bit excessive. Frankly the lack of communication was a big part of the problem. Waiting a week or two before answering a customer’s email, or failing to answer an email at all, is NOT my idea of outstanding customer service. Neither is promising things you don’t deliver (like shipping my magazine the next day). It is almost as if they are so used to getting the gun back into the customer’s hands quickly that they have never developed the communications skills or mechanisms – because they haven’t had to. It seems like now that the lead times are long enough that they need to communicate with the customer, they don’t know how.

So, in the final analysis, all's well that ends well. I am very satisfied with the final resolution. For $260 cash, a well used pistol I paid $140 for 2 years ago, and a $20 transfer fee I got a new-in-box 5.56 pistol that is selling on GunBroker (not just listing, actually SELLING) for $1,000. So I have no complaints there.

However, I think it is safe to say that Ruger customer service isn’t what it once was – at least not at this present time - and their products are just as subject to having "issues" as others.
I deleted most of your screed-leaving the pertinent parts for my response.
It seems that you are the most upset over the fact that your e mails were not responded to within the hour and you were not given the personal touch of returned phone calls when you expected them.
What were the other two choices? It appears that you picked the most expensive one.
In the penultimate paragraph quoted, after all you wrote, you now have the temerity to state you are "very satisfied with the final resolution"
In your past paragraph uou again scold them for not being what they once were.
GIVE ME A BREAK. This is what I call a First world problem-otherwise known as a "Rich Folks" issue. You are not the only customer Ruger has. From your chronology it appears that some of the delay was waiting for your preferred replacement. I think the timetable set forth is perfectly acceptable in today's climate.
Why don't you grab a chainsaw and come on down here and put some of that pent up vitriol into some sawing.
Sheesh
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Old 10-10-2020, 08:54 PM
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I deleted most of your screed-leaving the pertinent parts for my response.
It seems that you are the most upset over the fact that your e mails were not responded to within the hour and you were not given the personal touch of returned phone calls when you expected them.
What were the other two choices? It appears that you picked the most expensive one.
In the penultimate paragraph quoted, after all you wrote, you now have the temerity to state you are "very satisfied with the final resolution"
In your past paragraph uou again scold them for not being what they once were.
GIVE ME A BREAK. This is what I call a First world problem-otherwise known as a "Rich Folks" issue. You are not the only customer Ruger has. From your chronology it appears that some of the delay was waiting for your preferred replacement. I think the timetable set forth is perfectly acceptable in today's climate.
Why don't you grab a chainsaw and come on down here and put some of that pent up vitriol into some sawing.
Sheesh
Why the outrage caj? Did I somehow piddle in your cornflakes?

Yeah, it is a first world problem. So is every problem discussed on this board. So? My "screed" as you call it is a simple chronology of events.

FWIW, I didn't expect every email to be responded to "within the hour" or even the same day for that matter. But I did expect them to be responded to. And a week or two with NO response isn't what I was expecting either - nor is it what I consider even decent customer service.

THEIR product was defective and blew up in my hand - presenting a real danger of personal injury to ME.

They never had to wait on me for anything. I replied to every email they bothered to send the same day I received it. Just as I do to emails from MY customers.

But of course I'm the one who is wrong for being upset when I had to email or them call two or three times on more than one occasion to get any response - once they had the defective handgun in their hands and we started the process? Yeah, OK, whatever...

And yes, I am satisfied with the value of what I received to resolve the issue. However, the fact that getting to that resolution was like pulling teeth, and took nearly 3 months is something I am NOT particularly happy with. I'll wager you wouldn't be either, but hey, it is easy to pass judgement from the sidelines, no skin off your nose, right?
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Old 10-10-2020, 08:56 PM
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Sheesh
Well said.
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Old 10-10-2020, 09:05 PM
Muss Muggins Muss Muggins is offline
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THEIR product was defective and blew up in my hand - presenting a real danger of personal injury to ME.
How do you you know it was their product and not the ammo? Ruger simply capitulated and sent you a new pistol, which is much cheaper than litigation.

I’m gonna guess you speak with a lot of restaurant managers . . .
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Old 10-10-2020, 09:13 PM
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How do you you know it was their product and not the ammo? Ruger simply capitulated and sent you a new pistol, which is much cheaper than litigation.

I’m gonna guess you speak with a lot of restaurant managers . . .
As usual you are making assumptions for which you have no evidence. I actually seldom eat at restaurants, and I haven't asked to speak to a manager more than once or twice in my entire lifetime. I'm not one to complain without good cause. I believe this is the first poor customer service thread I've started here in over seven years on the board.

As for the pistol vs ammo, the ammo was an off the shelf box of Speer Lawman 115gr FMJ. I still have over half the box. How exactly do you propose the ammo could enable the gun to fire out of battery? I can see a defective round that didn't chamber properly keeping the action from closing all the way, but even then the gun should NOT have fired 1/8" or more out of battery.

P.S. I just checked seven of my other semi-auto pistols that were handy. 2 Tauruses, two S&Ws, one RIA, on Sig, and one Ruger. A mix of striker and hammer fired guns. A couple of them were able to release the sear with the slide slightly out of battery, but NONE of them would fire with the slide far enough out of battery for there to be a gap between the breech face and the barrel hood. So none of them would fire with a round partially extracted from the chamber - like the LC9 did.
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Old 10-10-2020, 10:33 PM
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You were/are simply the victim of what the military, in days gone by,
referred to as a SNAFU. Situation Normal All Fouled Up.
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Old 10-10-2020, 11:04 PM
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You were/are simply the victim of what the military, in days gone by,
referred to as a SNAFU. Situation Normal All Fouled Up.
Quite possibly Phil.

For the record, the whole point of this post was not to say "WOE IS ME" or to slander Ruger.

The point was that even Ruger, who everyone lauds for their exceptional customer service, has their failures and fumbles, and foibles too.

People come on here and complain about S&W customer service, and they get attacked.

I post a factual account of a poor experience with Ruger customer as an example that their service isn't necessarily/always better than S&W's and what happens? I get attacked too.

Why is that? Are gun manufacturers supposed to be above criticism? Are we supposed to ignore and keep our mouths shut when they fail, just because they are on the right side of the 2nd Amendment?
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Old 10-10-2020, 11:22 PM
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Well, I don't see any replies attacking you. Maybe like me, others were a bit confused.

I read all the several hundred words of your explanation, only to get to the very end and see this:

Quote:
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... all's well that ends well.

I am very satisfied with the final resolution.
Huh??

My thought at the time was .... well, there's my time wasted if he's HAPPY!
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Old 10-10-2020, 11:28 PM
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Well, I don't see any replies attacking you. Maybe like me, others were a bit confused.

I read all the several hundred words of your explanation, only to get to the very end and see this:



Huh??

My thought at the time was .... well, there's my time wasted if he's HAPPY!
Sorry if the original message was confusing.

As I said in the original post and have since re-stated to clarify, I am happy with what they gave me as a replacement. But that doesn't mean that their customer service deserved high marks - and that was the point.

And, maybe "attacked" was a poor choice of words. Maybe "criticized" would have been a better description.
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Old 10-11-2020, 11:09 AM
Muss Muggins Muss Muggins is offline
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You mean with a round partially chambered, right, because a round partially extracted from the chamber, in theory, would have been fired, unless one was unloading the pistol . . .

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P.S. I just checked seven of my other semi-auto pistols that were handy. 2 Tauruses, two S&Ws, one RIA, on Sig, and one Ruger. A mix of striker and hammer fired guns. A couple of them were able to release the sear with the slide slightly out of battery, but NONE of them would fire with the slide far enough out of battery for there to be a gap between the breech face and the barrel hood. So none of them would fire with a round partially extracted from the chamber - like the LC9 did.
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Old 10-11-2020, 11:09 AM
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I post a factual account of a poor experience with Ruger customer as an example that their service isn't necessarily/always better than S&W's and what happens? I get attacked too.
If you are referring to CAJUNLAWYER's post, you might want to cut him a little slack.....he just went through a hurricane and worse than that (to him maybe) LSU just urinated-away a football game to Missouri. I can relate a bit after watching Georgia put a stomp on my VOLS........I might have attacked someone on the forum too.

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Old 10-11-2020, 11:12 AM
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HEY! Mizzou won that game with a terrific goal line stand while down three out of the starting four defensive linemen and their top three receivers . . .

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If you are referring to CAJUNLAWYER's post, you might want to cut him a little slack.....he just went through a hurricane and worse than that (to him maybe) LSU just urinated-away a football game to Missouri. I can relate a bit after watching Georgia put a stomp on my VOLS........I might have attacked someone on the forum too.

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Old 10-11-2020, 11:29 AM
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To err is human to forgive divine.
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Old 10-11-2020, 11:33 AM
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As far as Ruger products ? I have 3 revolvers and one semi auto and I couldn't be happier , and I'm a S&W guy . I even had a Ruger 77 rifle in 30-06 , it was as good as any . None of my revolvers have undersize cylinder throats , they are perfect . None have the dreaded " tight spot " where the barrel threads onto the frame . I have a NMBH in 41 magnum , an OM Vaquero in 45 Colt , a single six in 22 magnum and my semi auto is a P89 in 9mm and it feeds everything I toss in it . So I have never needed Rugers CS . I have used S&W's CS on several occasions , not everytime went like it should , but did I get on the forum and complain , " NO " . There could of been a reason that particular day and in the end , there's always an answer , a way to still get it fixed . Regards Paul
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Old 10-11-2020, 08:55 PM
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Here is a thread about a long wait. Sometimes sh...stuff happens. End result is that both posters are happy with the ultimate outcome-it is just that...well... the journey was different for both and I'll leave it at that
S&amp;W Model 327 PC 2&quot; (357 mag/38 spcl)
And as far as LSU....well the season will be a train wreck Loose all yout players, all your coaching staff, bring in all new defense with NO spring to put it in. What could possible go wrong
And as far as Bo Pellini's vaunted 4-3....who the hell plays 4-3 any more???? This is another Les Miles fiasco waiting to unwind. We are in a three year 2.5 million dollar a year contract with Bo so we are pretty much stuck with him.
But we still got the Saints. No wait on that....
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Old 10-11-2020, 09:16 PM
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Sorry to hear about the negative Ruger reports. I have sent 2 rifles and 1 wheel gun back to them without a hitch. Bought a Ruger american with what was supposed to be a 1:10 twist but measured 1:14. They fixed that pronto at 0 cost. My Mini 14 had several FTF's and jambs. They fixed it and returned it in just over a week! My SR9 will feed like a hungry calf! It will even feed a Keith style swc! It's not pretty but if I had to bet my life on it, I would.
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Old 10-12-2020, 04:12 AM
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“All’s well that ends well” in the end I was happy but I’m gonna bash them anyway. Wow.

You are lucky they took care of you. Ruger has no written warrantee. They were under no obligation to fix a worn out gun that you weren’t even the original owner of.
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Old 10-12-2020, 11:23 AM
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A SAD tale of Ruger customer service A SAD tale of Ruger customer service A SAD tale of Ruger customer service A SAD tale of Ruger customer service A SAD tale of Ruger customer service  
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I had an early LCR .38 that showed excessive flame cut on the top strap. I hadn't experienced this before and called Ruger to see if this was normal. They said no and they wanted to see the revolver right away and set up a return for me. They compensated me with a new revolver and a set of $300 Crimson Trace grips installed. They have always been courteous and have responded quickly to my requests. Just my experience.
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Old 10-12-2020, 12:46 PM
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A SAD tale of Ruger customer service A SAD tale of Ruger customer service A SAD tale of Ruger customer service A SAD tale of Ruger customer service A SAD tale of Ruger customer service  
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Quote:
Originally Posted by eveled View Post
“All’s well that ends well” in the end I was happy but I’m gonna bash them anyway. Wow.

You are lucky they took care of you. Ruger has no written warrantee. They were under no obligation to fix a worn out gun that you weren’t even the original owner of.
Yah. Didja' read the whole thread? Cuz it kinda' seems you missed the point - a point that was made repeatedly.

Just for the record, I'll state that point again. This wasn't to "bash" Ruger, and yes, I am satisfied with the final resolution - quite happy in fact.

The point is and was, that Ruger's "perfect" customer service, that everyone seems to want to use as an example of what S&W customer service SHOULD be, isn't always perfect either.
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