Has Ruger Customer Service Declined?

[wproct]

My comment may be a drift, but when we talk about service consultants that take complaints reminds me of my former large company that I worked for. We had a CSA "customer sales associate" group. This group took all calls from customers to dealers who sell the product. It's really funny because this was an entry level position and was a lower paying job, and yet it required more product knowledge, communication skills, handling customer complaint skills, than almost any other position in our office. Many who had much higher paying jobs and thought they Gods gift to the world, would fold in one hour trying to handle the calls that these people would get.

 

[Odinspapa]

My experience: Just recently (4 weeks ago) sent in a Ruger Precision Rifle in 338 Lapua for repairs (handguard came loose). Talked to a very pleasant individual, that only asked for the serial number and address, then sent me a shipping label.
Sent rifle to them next day, receivedan email 2 days later that they'd received it. Two days later another email that it had been assigned to a service tech, and 2 days later they again emailed to let me know it was on its way back, what they had replaced and why, that it had been test fired and cleaned. Two days later received repaired rifle with new parts installed, a test target with 5 shot group, and explanation of work done. For the heck of it I ran a patch through it: it HAD been cleaned!. Took to range and fired: everything good.
Now for the opposite experience:
In the last year I've had to send back a rifle to a High End manufacturer for repairs twice (they claim a Lifetime warranty on their stuff) because fired ammo exhibited high pressure signs (6.5 Creedmore). The tech I was transferred to upon calling sounded extremely put out with my problem, and told me that the ammo I was using (Hornady ELDM) was known for blown primers due to soft brass, and to switch ammo. I countered with my also having the same problem with Berger Match and Federal match, and this "Tech" proceeds to tell me they also had soft brass. I lost my temper a little bit, and he finally sent me a return label and number .
Got a note 4 weeks later telling me the rifle was on its way back: no other explanation given. Received rifle back, no repair note, so I called the manufacturer, and was transferred to another "tech", who looked up the paperwork and said they had run a reamer through the chamber because it was "a little tight" . I asked why it took 4 weeks to "run a reamer in the chamber" and was told most of the "team" had been at Camp Perry the last 2 weeks for the National Matches display and support.
Fired "repaired rifle: same problem with aforemantioned ammo (Berger, Hornady, Federal), plus this time the groups had gone from a very nice 3/4" to over 2". For reference: they guarantee 1 MOA on most of their rifles.
Called them back, got the same rude tech. This time he didn't argue, just said "Ok" and sent the shipping label. 4 weeks later I get the rifle back: no emails, no calls, no information. I fired rifle and groups DID shrink to 1 MOA, but high pressure signs and blown primers were still there. I took a huge loss on that rifle and sold it to someone that said they'd try to fix it. Will never buy another gun from that manufacturer.
So, that's my experience with Ruger versus another company selling similar gear, for about twice the price.
You decide.

 

[Fox Mike]

I recently had a question concerning the LCP Max and called them. The lady said that the person to ask had actually just left for the day but said she would get back to me. Gave her my phone number and the next day I received a call and the answer to my question. THAT is customer service.

 

[Tom K]

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.

I have a Ruger New Vaquero in .45 Colt that I bought new in 2005, and had sat unfired in my safe ever since. A few months ago I thought I'd finally give it a try and took it to the range. After a few cylinders of mild ammo (255 SWC @710fps) I started having problems. The action became difficult to cock smoothly, sometimes the cylinder needing a little manual help to turn. And the trigger pull became so tremendously heavy to the point that it felt like some kind of "safety" had been engaged..

But the really bad part (which I didn't realize what was happening right away) was that sometimes the trigger wouldn't always go forward after firing - it was stuck in the back position. Consequently when I cocked the gun and pulled the hammer all the way back and released it, the gun would fire! Combine that with the difficulty in cocking the gun and I hope that those rounds went into the berm, but they may have gone over the hill!

I called Ruger and since I'd had it so long, they charged me for a FedEx return shipping label, which I considered fair. I received emails updating me on the progress of the gun through the system and after a couple of weeks FedEx brought it to my door (adult signature required). The repair slip said that they had replaced the trigger return spring and done a safety function test, and range test. I took it to the range the next morning and shot it, and it was still doing the same damn thing. Out of twelve rounds the trigger stuck back 3-4 times(although now I knew to look for that and push it forward) and the trigger pull became super heavy a couple of times. I called Ruger when I got back to the house and got another return shipping label (no charge this time) and dropped it off at FedEx that afternoon.

About a week later I got a call from Ruger and Shawn talked to me. He said he had done the initial repair and wanted to hear directly from me what was going on. I talked him through it, describing in factual terms what was happening. I refrained from expressing my opinion that this was a DEFECTIVE AND DANGEROUS firearm. He said that he had been working on Ruger single actions for 30 years and assured me that when I got it back, it would be right.

About a week later FedEx delivered it back to me again. The repair slip said that he had replaced the trigger, and fired 18 rounds with no issue. I took it out to the range a couple of days later. No problems, it worked properly like it should have in the first place. It could still use a trigger job, but other than that it's good.