Ruger customer service, What happened??!!

Rule3

Rule3

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Smith and Wesson used to have the best customer service out there. It has slowly gone down hill.
I used to then say that RUGER then had the best until today.


Used to be I praised Ruger for their customer service. I have sent many guns back to get fixed. No issue with getting a mail label

I have had a problem with my LCP Max with the mag dropping out, a while back I called them and they said try a new mag and they sent me one.
I now started carrying the gun again and a loaded mag will drop out (sometimes) So I called them to see about sending it in to replace the mag release and spring.

WELL, I was informed that the gun is over 2 years old (2021) and I will have to pay $45 to send it in!!. What???
shocker.gif

She did end up sending me a replacement mag release and spring that I can put in myself, gee thanks!

She said it has been like this for 5 years???

I have sent revolvers back to them that were well over 2 years old and they just sent a call tag no problem??

This suxs!
 
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I've given up on Ruger. I've bought five new Rugers in the last couple of years and every one had to go back to the factory for warranty repairs (some more than once). They also pulled the same excuse on me that it was just the mag but it wasn't. I'm still a fan of their stainless revolvers but all their semi-autos and plastic revolvers suck.
 
Sounds like they sent you a new magazine, which didn't fix it, for free.

Then normal wear and tear items, that will wear out with use, aren't fixed forever for free any longer.

They then sent you the parts to fix a 2001 purchase for free and you just need to find a local gunsmith to install.

Next thing you know these folks will be expecting to make a profit.
 
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326MOD10 said:
Sounds like they sent you a new magazine, which didn't fix it, for free.

Then normal wear and tear items, that will wear out with use, aren't fixed forever for free any longer.

They then sent you the parts to fix a 2001 purchase for free and you just need to find a local gunsmith to install.

Next thing you know these folks will be expecting to make a profit.
Click to expand...




Typo error, the gun is 2021, not 2001 The LCP MAX was not made then. Problem from the beginning which another mag did not fix. Not a wear and tear item. The loaded magazine should stay in the gun


Oh they also gave me the choice of taking it to my FFL and paying him to ship it/transfer and then pay him when it is shipped back to the FFL:rolleyes:

SW doesn't charge $45 to send a gun back, but then they may not fix it either
 
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Is the mag release polymer bearing against a steel magazine tube? Then it is most definitely a wear and tear item. If it is a steel mag release, then it should not go wrong.
 
I bought an old beat up bearcat for a trapline gun. I sent it back to have the transfer bar installed. They emailed me once they inspected it and send the cyl endshake was out of spec and didnt have any new parts for the old revolver. The asked if it was ok with me they would send me a new one, only question the had was blued or stainless for the new one! That's above and beyond taking care of a customer.
 
Maybe call back in and see if you get a different rep?? I have had one that went out of the way to help and another that went out of the way to get you off the phone.

Rosewood
 
Does the magazine simply drop out or does it happen during firing? I’m curious because I had a Glock 42 that would do that. Turns out I was actually depressing the mag release as I was gripping the gun. I’d get one or two shots off and then the magazine would drop just enough to prevent chambering the next round.
 
I thought what it was that happened with Ruger customer service, was that Bill died.



Ruger never used to have a warranty. They made no guarantees. They just fixed your gun if it broke. I had two pistols - both bought used - one was an old model Blackhawk which means it was made before 1973, and the other was a Liberty Gun Mark 1. Both of these guns got sent back in 1981. I wrote them a letter, they sent me a shipping box, it went back on their dime, they fixed it, they shipped it right back to me. My brother-in-law bought a 44 carbine that did not have a barrel band. The barrel was being secured with a large hose clamp. I wrote Ruger and told them that had a 44 carbine with a broken barrel band and they sent a new one. Came with an invoice. NC.


Ruger used to have great customer service, but I have not had a need to avail myself of it since about 1984.



But I heard that after Bill died the service went to hell.
 
jimmyj said:
Glock Customer Service is still excellent
Click to expand...

They're a little strange on selling parts. I called them several years ago about ordering a trigger spring. I was told they couldn't sell me one unless I was a "certified Glock armorer".
 
I’m very pleased with Ruger’s customer service.
About a month ago I purchased a new 4 5/8” Ruger Super Blackhawk. The barrel was clocked noticeably to the right, one hole in the cylinder had a burr on the inside edge and the grips were the worst fit I’ve seen on a Ruger (which is saying a lot). I called Ruger, they emailed a pick ticket and they had it in their hands two days later. The next day I got an email saying it was there, the next day an email that a technician was working on it, an email the next day that it was on its way back and two days later I had it back. The barrel looked perfectly aligned, the cylinder had been replaced and the grips were well fit, better than on any new Ruger I’ve seen recently.
I took it to the range a couple of days later and only had to move the rear sight one click left to get the windage on the money. The trigger was good right out of the box and I’m pleased with the accuracy.
It’s too bad there were so many problems with the revolver to start with but I’m really happy with their customer service.
 
I don't do the whole factory service thing. I don't send anything back. If they can't get it right the first time, I doubt they will the second or forth. Sell the piece of junk and never buy another one of their products.
 
I've only ever had two reasons to contact ruger customer service. At one point neither of my magazines would lock the slide on empty for my american pistol .45 and they sent me 4 brand new ones, no charge even for the 2 extras. The second time, I lost a pin for my 57 and told the rep that I lost it while taking the gun apart further than just a field strip and that I am not a gunsmith, but could confidently put the gun back together. Had the pin in a couple of days, again free of charge or hassle. Add that to the fact that both people that I spoke with were very polite and seemed eager to help me resolve my issue. This was maybe a year and a half ago or so. Only company I've dealt with that has service on par with ruger is new frontier armory in Las vegas.
 
Around 1976 I ordered a Ruger 77 in 257 Roberts. When it arrived at the store, the owner called, and I came to pick up the rifle. Opening the box, we noticed that the bolt was in the rifle instead of its separate compartment. Upon opening the bolt, a live round ejected, and 2 other rounds were in the magazine. The store owner called Ruger and got customer service. He explained the problem. Several minutes later he had a personal call from Bill Ruger himself with a heartfelt apology and an assurance this would never happen again. A formal apology came in the form of a letter a few days later.
 
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