Has Ruger Customer Service Declined?

[Caballero59]

I remember from past experience customer service was excellent and personal. I had a trained person speak to me personally who would do the work on the firearm. Now you can only communicate through an phone person who knows nothing of firearms who passes the information on to the service person.

 

[RoninPA]

And how's that any different from any major manufacturer nowadays? Think about how you phrased you statement - ...from past experience customer service ... a trained person... Ruger is a huge company now. Can they afford to have trained firearm technicians sitting around waiting for phone calls? I've never had any bad customer service experiences, but I haven't had a need to call very often. They are always courteous and if a tech needs to talk to me the CS person would set it up.

 

[kentucky yeti]

Not 30 minutes ago- a guy named Shawn called me. He is personally doing some work for me on a single-action revolver I sent in. He received it today. He wanted to make sure exactly what I wanted done. According to my phone- the call lasted 11 minutes.

 

[Caballero59]

Just sent it in. We'll see how it goes.

 

[kentucky yeti]

Just sent it in. We'll see how it goes.

I’m having an action slicked up on one ( I sent three to them in the past 5 days for various things I want done). The one that he called about yesterday- I got my email today that the work I requested has been done and it is being shipped back to me tomorrow. Haven’t heard on my rifle, and I shipped the third one to them today for a rebluing and safety conversion. So far I’m happy with them. One done, two to go. Keep us posted on your experience.

 

[stonebuster]

My most recent Ruger CS experience was in 2017 and was handled through a pleasant CS rep regarding the problem and return. At no time did I speak to the actual person doing the work which IMO not necessary. One other return was handled the same way. Both were returned in @7-8 days functioning properly & returned NC. I've heard internet rumblings of a decline of Ruger CS but I'm somewhat skeptical.

 

[rammerjammer]

I don't expect a technician to be the one answering the phone at Ruger.

 

[Caballero59]

I was spoiled. My first experience was several years ago with a Vaquero that had 6 thousands end shake and when I called, the phone was answered by a fantastic gunsmith who actually did the work.

 

[Caballero59]

I can see the impracticality of this from Ruger's point of view but it allows you to make an immediate decision regarding whether the work can be done and if it should be sent in.

 

[rugerguy]

Guess it all depends on which "service:?? the 'techs' working ??or someone in "product replacement" ,,,they sure burned me last week on a defective "Made in China" LCR zipper case my family returned, but totally different scenario, BUT,they got me years ago on both Security Six work (cannot do) and Mini -14 200th Year gun , they cannot do either, learned my lesson........

 

[Randyzzz]

I haven’t had to use them in the last year, but before they everything has been stellar. One problem was somewhat vexing g and the technician called me to discuss the issue- he actually gave me his direct number to report if the issue was fixed to my satisfaction.

 

[WAYNO]

Folks love to jump on the bandwagon.
I've used Ruger repair numerous times. Most of the time they get it right, eventually.
No different than customer service on my cars, my trucks, my motorcycles, my appliances.
Such is the business of mass produced items.

 

[oldbrass33]

I’m sorry, but my experience with Ruger “service” goes back 55 years. My third firearm was a Ruger Blackhawk 357, followed by a SingleSix. After that They came and went, all good, all super reliable Around 1980 I wanted a 45/8” Blackhawk, it was in the catalog. Dealer told me none in stock at the distributor. I called, Tom Ruger got on the phone with me, without making any commitment, he explained having to get a backlog before gearing up a line for a particular model, nice man. Two days later my dealer called me to come get my Blackhawk! THAT was customer service.
Three years ago I brought a GP100 MATCH CHAMPION 357 mag for serious target work. After a couple hundred rounds, it locked up tight at the range, couldn’t cock it, couldn’t turn the cylinder.. sent it in to Ruger, got it back and was accused of substituting parts, 37 rounds later it locked up again, same way, sent it in again, got it back “ fixed, 50 rounds fired for function “ locked up at 23 rounds. (Everything I fired was 38 spl Target ammo) Too old to continue this crap, traded it off. After many Ruger products, pistols, rifles, shotguns, I’m done. Bill Ruger must be spinning in his grave! Back in his day, they’d have replaced it and apologized. I love my SR1911 and SP101(22), but no more Ruger purchases for me.

 

[DGW1949]

Ruger's customer service has always been A+ in my book.

DGW

 

[Busterswoodshop]

Several years ago I bought a Mini 14 from a guy.
It was the most accurate , flawless shooting Mini 14 he had ever had. It was a little dirty because he just shot it that morning.

Well when I took it out , it was the biggest piece of crap Mini 14 I have ever seen. It wouldn't shoot more than 2-3 bullets before it jammed up. It was absolute junk.

I called Ruger and ask if they could fix it.
I told them I purchased it used and would pay for the repairs .
They said send it in.
After a week or so , they called me and said the gun was junk and they could not fix it.
They sent me a brand new Mini 14 free of charge.

How can you complain about that ?

 

[Caballero59]

Reviews are mixed.

 

[kentucky yeti]

I called Ruger a few days back and asked then to wait and ship all three at the same time. I'm heading back to Colorado in a few days. No one age 21+ will probably be here to sign for them for Fedex until we return around the 22nd. A tech just called a few minutes ago to dicuss the polishing, converting and rebluing my 3-screw Single Six. I got an email yesterday afternoon that he had it and was evaluating it.

 

[peachhead]

I have had no issues, either on the phone (several times) or sending one back (granted, that was only once, but it went flawlessly).

 

[TheTexasRAT]

I called Ruger a few days back and asked then to wait and ship all three at the same time. I'm heading back to Colorado in a few days. No one age 21+ will probably be here to sign for them for Fedex ...

When mailing them a handgun for warranty issues, when they ship it back does it go to an FFL or straight to one's home?

 

[kentucky yeti]

They give you a choice: an FFL of your choosing, or Fedex to your door- signature and age-verified (21+) to your door.

 

[Randyzzz]

When you get the OM Single Six back, please post up pictures and let us know what you think. I’ve got a couple OM’s that are shooter grade but I’d sure like to pretty them up some.

 

[Sam Summey]

I was told today that he has a friend that has a Ruger American rifle in 223 that won't shoot a group better than 4 inches at 100 yards. He claims that the friend called Ruger CS and they told him that Ruger doesn't have an accuracy guarantee and refuses to evaluate the rifle. This is directly opposite of my recent experience, having recently sent two rifles to Mayodan, an American in 243 Win and a SFAR in 308 Win. In both cases the rifles were returned with the barrels replaced and are capable of 5 rounds in 1 1/2" group at 100 yards. The SFAR shot a 2 1/2" group at 300 yards. Maybe attitude has something to do with CS.

 

[Caballero59]

I just received a Flattop 45 back from customer service. I'm very happy with how they took care of me.

 

[gnappi]

Declined? Maybe, maybe not. I've been trying to get them on the phone for a few days somebody must be getting through?

 

[s4s4u]

Declined? Maybe, maybe not. I've been trying to get them on the phone for a few days somebody must be getting through?

I've never had a problem getting a response to an email. Might be worth a shot?!?

 

[gnappi]

I've never had a problem getting a response to an email. Might be worth a shot?!?

I called after being told via Email to call them for a return.

 

[s4s4u]

I called after being told via Email to call them for a return.

Catch 22...

 

[kentucky yeti]

Declined? Maybe, maybe not. I've been trying to get them on the phone for a few days somebody must be getting through?

I called again this morning. That’s twice this week. Usually on hold for 2-4 minutes before speaking with someone.

 

[gnappi]

I called again this morning. That’s twice this week. Usually on hold for 2-4 minutes before speaking with someone.

So far I've called 3 or 4 times and whatever they have a time out loop that have drops me with a call back later message. I know they may be busy at times I get it. I'll be trying again next week.

I'd hate to work there and have ninnies call with problems like "the finish under the top strap isn't to my liking" which by reading the stories on the web I'm sure they get a lot of.

 

[kentucky yeti]

So far I've called 3 or 4 times and whatever they have a time out loop that have drops me with a call back later message. I know they may be busy at times I get it. I'll be trying again next week.

I'd hate to work there and have ninnies call with problems like "the finish under the top strap isn't to my liking" which by reading the stories on the web I'm sure they get a lot of.

I get that loop every time- just hang on 3-4 minutes after that message (or two) and someone has answered for me every time.