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
 
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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.
 
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My wife had trouble with her new SR22 and I was commissioned into called the company for her. Had a very nice young lady on the phone and explained the problem. Within two days had the gun picked up at the house, sent to Ruger, fixed and returned a few days later. Very easy to deal with and they sent a extra magazine as a gift.
 
gsn - apparently I'm the only one that gets it.

I bought the gun. The gun-purchase was SUPPOSED TO come with a gun, a gray plastic box, a cheesy padlock, a ring of colored plastic, a plastic bag, and an owners manual.

ALL of that is part of the "new gun" package. If any of it is NOT in there - even if, like the plastic ring or the lock, I'll never use it - then they should send it to me.

"I've lost the manual to my OM Blackhawk." Hey, no problem, go HERE and download another one.

But "You didn't send me a manual for my BRAND DAMN NEW gun"?? No, "go here and download" is not the proper answer. The proper answer is, "I'm sorry sir. What is your mailing address? It will go out in this afternoon's mail".

Ruger screwed up. It's not a BIG screwup, but it's still a screwup, and THEY should take care of it.
 
I'd sure need a better reason than this to go to war. Allow me to relate to you my experience with Ruger customer service.

I sent them a letter inquiring as to the price and availability of a hammer spring for an out of production Security Six. Their reply included the part. No charge.

I sent them a clunky old Mini-14 for factory refitting. I was sure that the work would cost hundreds of dollars. They sent the rifle back in perfect mechanical condition. No charge.

I'm happy to print .pdf files when necessary.
 
really?

Ruger customer service rocks.
I called them about a lost part on an older revolver. I was E-mailed a shipping label and off it went. One week later it arrives at my door. They replaced the one part along with many other parts. It was like a new gun.

Sorry you had this problem son. It sucks but also seems kind of minor and apparently already resolved.
 

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WAAAAIT! You expect some snowflake millennial to actually put a book in a envelope and.....dare I say it..... MAIL IT TO YOU, LIKE THE OLD FASHIONED WAY?

I mean, they could cut their sensitive tongue on the envelope lid licking the non environmentally safe glue, or worse; get a laceration on a carpal digit and then it's GAME OVER!!! Now it's a work related injury, they'll need special counseling, medical care, a safe space to work and "recoop" in.....

OHH THE HUMANITY!! :rolleyes:
 
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I've always found Ruger's customer service to be top-notch in every aspect. Everyone always - always - treated me with the utmost courtesy, respect and friendliness.

Of course, it may have been in response to a friendly attitude on my part.
 
I've only used Ruger customer service once and wasn't even for a gun I personally owned. A buddy I worked with for years had a mark II pistol he had bought in 1988 and asked me to have a look at it because it was jamming. Bare in mind this was 2014 when he asked. I told him to bring it to my shop and we would have a look. I really hate taking the Ruger Mark series apart they are a pain in the rump, anyway when he got to the shop I asked how much it had be fired thinking it was just dirty. He said he hadn't fire a box of shells in it from when he bought it new. Well obviously dirty wasn't the problem. When I opened it up it was full of small pieces of metal milling fragments. I told my buddy we need to call Ruger and see what they have to say. I called them and they put me in touch with a tech he asked that I send some close up photos of the fragments and email them to him. I did and we waited no more then 15 minutes and he returned the call. Yep, that's exactly what they are he told use. Now here is the good part this gun is 25 years old they offered him a brand new gun or would repair his no charge and they would pay the shipping. I really don't think customer service gets any better than that.
 
When you go looking for lost/not included manuals for almost everything, the default answer in the digital age is "Download it from our website." Does work, now I just have to pull it up on the computer to read a couple because printing them out produces a font size you need a microscope to read.

I'll admit it's generally much handier, but I'd like to solve the font size problem. The vendor on those claims to be mystified.
 
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