Ruger Customer Service

[RichCapeCod]

About a week ago I was at the range, function firing my 1st gen Ruger LCP. Long story shot, the slide take-down pin kept on working its way out. Eventually, after pushing the pin in, the next round and the slide assembly flew off the pistol.

Off to Ruger (Mon, 8/20).

Pistol came back today. They basically gave me a brand new handgun. Looks completely new, with new slide and other stuff. The old, impossible to see sights are gone, and a new slide with much improved sights are in its place.

Going to the range Wed for some test firing (the packing slip indicated that 24 rounds have already been put through the gun to ensure reliability).

Really good customer service on the part of Ruger!!

Rich

 

[H Richard]

Does it have the same s/n as the gun you sent in?

 

[RichCapeCod]

Does it have the same s/n as the gun you sent in?

I really don't know, and am curious about that myself. Have to find the pistol's paperwork.

By the way, I "think" this pistol was bought by me around four or five years ago! I've put several thousand rounds through the gun, so Ruger service really is quite good.

Rich

 

[junglefighter]

If you go on the Ruger forum,everyone has nothing but praise for Ruger customer service and warranty.It really is a great company.

 

[Jeppo]

Does it have the same s/n as the gun you sent in?

I believe a gun with a different serial number would have had to pass thru an FFL.

 

[lhump1961]

Not surprised. I bought the MKIV and had to send it back for the recall. Instead of taking all the pistols back at once (and holding them for weeks or months) they told me to hold onto it and they would contact me with info when to send it. I don't know how many had to come back but I'm sure it was a fairly large number. Contacted me a few weeks later and in it went. I didn't like the ambi safety so I requested that since it was there anyway could they remove the right side safety. They did it no charge and turned the gun around in two weeks. It's Smith and Ruger for me. American made and good CS from both.

 

[mauser9]

Same results here from Ruger. Rotary magazine for my Ruger American rimfire magnum not feeding last round without hanging up. Rushed me out a new mag free of charge.

 

[shouldazagged]

I had the same great service--got the gun back in eight days.

 

[italiansport]

If you look back I had an extensive thread on problems I was having with an O/U Ruger red label. I sent it to them and they fixed it at no charge and I had it back in a matter of days. Can't beat that!
Jim

 

[amazingflapjack]

The same with my MKII and others.

 

[2152hq]

I believe a gun with a different serial number would have had to pass thru an FFL.

If the gun was sent for repair,,and it was decided that the gun was not repairable or in someway damaged, unsafe, ect., the mfgr can return to the orig owner a replacement of original design or one as close as currently mfg'rd if the orig is no longer made..
That replacement can go straight back to the customer and no need to go thru an FFL at the customers end,,no 4473/NICS transfer involved.

The mfg simply lists the repair in their book as normal.
The damaged gun is listed as Received & 'unable to be repaired/destroyed'. The new gun is listed as the replacement by ser# and description ect. and as returned to the original owner.

Ruger's always had a good record of customer service.
A few hiccups here and there , but over all they've treated their buyers pretty well over the years.

 

[swsig]

A few years ago, Ruger took back my 41 year-old Standard .22lr and fixed its loose ejector. They also replaced the extractor for good measure, all at no charge. That's great customer service!

 

[Jeppo]

If the gun was sent for repair,,and it was decided that the gun was not repairable or in someway damaged, unsafe, ect., the mfgr can return to the orig owner a replacement of original design or one as close as currently mfg'rd if the orig is no longer made..
That replacement can go straight back to the customer and no need to go thru an FFL at the customers end,,no 4473/NICS transfer involved.

My comment was based on an experience with S&W last year. They sent me the following:

I am contacting you in regards to the firearm you sent in to our facility for repair. The evaluation performed by our gunsmiths has determined that your firearm is unrepairable. However, they have deemed this a warranty issue making you eligible for a replacement firearm.
If you could please provide me with the name of the FFL dealer (city and state) you would like to use to accept this replacement, I will be able to get your new firearm to you. The FFL dealer will contact you to pick up the firearm once it is delivered. You will be required to pay a transfer fee that dealer has set to pick up the firearm.

 

[gnystrom]

I had a 8 day turnaround with a extraction with a LCP II. 500 rounds of various brands and a lot of my handloads the gun runs perfectly.

 

[jeffrefrig]

I find this info of their customer service very beneficial. I have recently bought their two inexpensive Security9 and EC9s handguns, and I like the way they shoot, etc. Should I ever need repairs, I will remember this. Thank you all for the info! Jeff T.

 

[Erich]

My comment was based on an experience with S&W last year. They sent me the following:

I am contacting you in regards to the firearm you sent in to our facility for repair. The evaluation performed by our gunsmiths has determined that your firearm is unrepairable. However, they have deemed this a warranty issue making you eligible for a replacement firearm.
If you could please provide me with the name of the FFL dealer (city and state) you would like to use to accept this replacement, I will be able to get your new firearm to you. The FFL dealer will contact you to pick up the firearm once it is delivered. You will be required to pay a transfer fee that dealer has set to pick up the firearm.

That's interesting: not too many years ago S&W sent the replacement for a cracked-frame 38-2 directly to me.

 

[2152hq]

My comment was based on an experience with S&W last year. They sent me the following:

I am contacting you in regards to the firearm you sent in to our facility for repair. The evaluation performed by our gunsmiths has determined that your firearm is unrepairable. However, they have deemed this a warranty issue making you eligible for a replacement firearm.
If you could please provide me with the name of the FFL dealer (city and state) you would like to use to accept this replacement, I will be able to get your new firearm to you. The FFL dealer will contact you to pick up the firearm once it is delivered. You will be required to pay a transfer fee that dealer has set to pick up the firearm.

It's been that way (send replacement directly to the original owner) ever since the GCA68 was enacted.
Clarifications have come from the ATF on several occasions as the question keeps coming up.
But it remains that the replacement can be sent right back to the orig owner and no 4473/FFL transfer needs be done.

If S&W wants to go beyond that, that is of course their choice and they can do so.
They may want to to avoid some entanglement with State or Local pistol laws regarding registration, permits listing a specific handgun, ect. before dumping the replacement pistol on the doorstep of the original owner of the now damaged and never to be returned gun.
It's certainly a CYA world and S&W has a lot to loose if they don't.

I feel comfortable doing it as the law allows in my business, though my ultra tiny customer base is on a first name basis.
A huge corp like S&W,, personally I can see why they might want to have the transfer go thru an FFL at the orig owners end.

It's one of those questions that when answered w/a 'No,,you don't need to go thru an FFL transfer'..it almost seems like the Law missed something.
Seems like everything needs an FFL transfer to move around the system.

https://www.atf.gov/file/55561/download


How would a licensee record the disposition of a replacement firearm in the licensee’s records? | Bureau of Alcohol, Tobacco, Firearms and Explosives

 

[RobertJ.]

Ruger's customer service is top-notch!

About 30 years ago or so, I took apart the trigger assembly to my 10-22, and couldn't figure out how to reassemble. I sent it to Ruger, and they sent me a brand new one.