Ruger customer service-understaffed or in need of adult supervision?

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gsn

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Purchased a Ruger SP101 9mm about two weeks ago-wrong manual in box.

Email sent to Ruger asking for correct manual.

Ruger responds that I should go online and view/download the manual-working clicky provided.

Email sent back to Ruger informing them that if I don't get the correct manual in three days I will make the request to others within the Company.

No manual.

Called Ruger in Southport-automatically get connected to customer service in N.H.-disconnect unless you opt to leave a message

Called again-ditto

Called again-nice lady -says- she will get one to me.

I really do understand the wrong manual getting shipped, cannot understand why I didn't get the proper one overnight.
Did the first cs rep unintentionally leave out the info she/he was requesting that a manual be sent-I hope so but I still don't have one.

'Tell the CEO' thing no longer available, wonder why?
 
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That darned Magnuson-Moss Act must be to blame somehow-its the reason Ruger cites for not having any warranty, the legislation probably requires makers to provide the correct documentation for their products. ;)

The wife tells me (I have not yet been given permission to fire it) the gun is quite pleasant to shoot describing the recoil as .22wmr ish. She likes HER new sp101 9mm very much and even suggested that I get one for myself.

There is a question in my mind as to which she will carry; the lcr .22 wmr and the lcr 9mm are nearly identical in weight at about 17 ozs while the sp 101 is about half again as much at 25 oz.

While the trigger is decent the gun did arrive with two small but noticeable scratches on the right side plate and as this was bought for carry the blemishes are a non issue for me.

And yes I will admit that accepting scratches while demanding the proper manual could be considered a bit odd.....

Until Smith comes out with a similar version (must fire without clips) the sp101 9mm just might be the perfect civilian carry gun.
 
Don't sweat the small stuff. Downloading is easy.
 
Revolvers come with manuals? Must be an attorney thing. :) My new 4k TV has some form of built in manual. So does my cable box. And my Iphone, I think.
 
He can't shoot it, he doesn't have the darn manual! **** like this makes me roll my eyes and think,how good of a company could they be if they just paid attention to the details.
 
As to Ruger service-A few months ago I got a Bisley .357 from my dad that he had bought new about 2000 or so. When I examined the revolver it had a barrel/cylinder gap of .012"! Why my dad never noticed it I will never know. I called Ruger and they told me to send it in. They sent UPS out to the house, I paid $30.00 for a label and off it went. Exactly two weeks later it arrives back at the house with a barrel/cylinder gap that will pass .004" but holds at .005". This on a 18 year old gun. The $30.00 for the label is all I paid.

Over the years I have had to order a part or two from them and they have always been great. Once I lost a small part out of a Security Six. I called and they sent me two with no charge. They sent two because they were no longer making parts for that model and the lady said she wanted me to be able to continue to use the revolver.

I like Ruger!
 
What . . . ?

gsn said:
That darned Magnuson-Moss Act must be to blame somehow-its the reason Ruger cites for not having any warranty, the legislation probably requires makers to provide the correct documentation for their products. ;)

The wife tells me (I have not yet been given permission to fire it) the gun is quite pleasant to shoot describing the recoil as .22wmr ish. She likes HER new sp101 9mm very much and even suggested that I get one for myself.

There is a question in my mind as to which she will carry; the lcr .22 wmr and the lcr 9mm are nearly identical in weight at about 17 ozs while the sp 101 is about half again as much at 25 oz.

While the trigger is decent the gun did arrive with two small but noticeable scratches on the right side plate and as this was bought for carry the blemishes are a non issue for me.

And yes I will admit that accepting scratches while demanding the proper manual could be considered a bit odd.....

Until Smith comes out with a similar version (must fire without clips) the sp101 9mm just might be the perfect civilian carry gun.
Click to expand...
 
Muss, I'll see and raise:

what?
what?

Gentlemen, the manual is simply principle. It would have been incredibly easy for Ruger to make me 100% satisfied with the non warrantied, pre scratched gun they sent out, the total cost would have ranged from literally a couple of bucks had they acted quickly to what, a sawbuck for super duper quick delivery?

Shouldn't the question be why the matter wasn't important to both parties in view of the litigious society we live in?

On of the lack of Ruger warranty, the best reason I have read about was posted by a accountant/gun owner. Seems that a warranty impacts the bottom line due to the statistical cost per unit for warranty claims. Doesn't make a whole lot of sense to me as I would guess the cost of claims to be the cost of claims. But there has to be a reason why Ruger refuses to offer any warranty, the only maker of guns on the planet to do business this way.

This is not a 'slam' of Ruger quality, remember we only carry revolvers and we only carry Ruger revolvers-they are good guns and will work if needed and we both hope this never happens.

We happen to believe that our Smith pinners are of superior design, workmanship and materials and we are not willing to risk seizure after self defense use.
 
joeintexas said:
Am I reading this wrong, you are saying Ruger offers no warranty on their firearms? Anytime I have had to send a gun into them it was completely covered, no cost ever to me, and very fast turn around. Not being confrontational just not sure what I missed here.
Click to expand...

Ruger stands behind their products and provides excellent customer service. They just don't provide any written warranty of any kind. In short, they've decided to dance to their own tune and do things the Ruger way. Why fix what ain't broke?;)

Ruger's 'Warranty' Policy:

"The Magnuson-Moss Act (Public Law 93-637) does not require any seller or manufacturer of a consumer product to give a written warranty. It does provide that if a written warranty is given, it must be designated as "limited" or as "full" and sets minimum standards for a "full" warranty.
Sturm, Ruger & Company, Inc. has elected not to provide any written warranty, either "limited" or "full", rather than to attempt to comply with the provisions of the Magnuson-Moss Act and the regulations issued thereunder.
There are certain implied warranties under state law with respect to sales of consumer goods. As the extent and interpretation of these implied warranties varies from state to state, you should refer to your state statutes.
Sturm, Ruger & Company wishes to assure its customers of its continued interest in providing service to owners of Ruger® firearms."

Ruger Frequently Asked Questions
 
Last edited:
6thtexas said:
As to Ruger service-A few months ago I got a Bisley .357 from my dad that he had bought new about 2000 or so. When I examined the revolver it had a barrel/cylinder gap of .012"! Why my dad never noticed it I will never know. I called Ruger and they told me to send it in. They sent UPS out to the house, I paid $30.00 for a label and off it went. Exactly two weeks later it arrives back at the house with a barrel/cylinder gap that will pass .004" but holds at .005". This on a 18 year old gun. The $30.00 for the label is all I paid.

Over the years I have had to order a part or two from them and they have always been great. Once I lost a small part out of a Security Six. I called and they sent me two with no charge. They sent two because they were no longer making parts for that model and the lady said she wanted me to be able to continue to use the revolver.

I like Ruger!
Click to expand...

Try to get any parts for a Security Six today.
 
Geez, I have never hit the "like" button so many times in a single thread.

Hopefully Ruger will have the miscreant that packed your gun beaten to within an inch of their life. Only God knows what should be done with the customer service people.
 
Last edited:
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