After having a 40 year love affair with Ruger and currently owning more than 60 Rugers I have had it. I sent several emails to Ruger because of an issue on a brand NEW GP-100. See http://www.rugerforum.com/phpBB3/viewtopic.php?f=3&t=267630 . I feel like they are trying to blow smoke up you know what. I have sent them one final email. If response is the same, I will send a nice letter to the CEO explaining why they have lost a customer. I have only purchased 12 Rugers in the last year.
Pathetic Customer Service at Ruger
- Thread starter lfpiii
- Start date
I saw that other thread. Do you have any pictures? Someone else asked if you bought the gun new or used but you didn’t answer.
How are the other 11 guns you bought this last year?
I’m not trying to defend Ruger, but you just don’t give much information.. Did they reply to your first emails? What did they say? Again, I’m not defending Ruger, but just curious if you gave them more details than us. Some people here have always been proponents of sending polite emails. The whole idea about attracting more ants with sugar than honey.
How are the other 11 guns you bought this last year?
I’m not trying to defend Ruger, but you just don’t give much information.. Did they reply to your first emails? What did they say? Again, I’m not defending Ruger, but just curious if you gave them more details than us. Some people here have always been proponents of sending polite emails. The whole idea about attracting more ants with sugar than honey.
Kevin said:
I only buy new revolvers. The 2 GPs were drop shipped directly from Ruger to my dealer. Buds does not stock most guns but has them drop ship from a distributor or the factory. The other 11 are also new. If I do not get a good response I will be sending the CEO a letter with receipts so he gets an idea of who he lost.
Captain America
Hunter
Pictures?
contender
Ruger Guru
Ok,, I have to ask, POLITELY.
Have you tried a phone call, instead of emails? Most often, a polite phone call, with details being given when questions are asked,, helps ANY company determine how to handle an issue with a product.
I know a lot of the world thinks emails & texts are the only way,,, but when you get direct contact with a live person, quite often,, good things happen. Emails are too impersonal.
Have you tried a phone call, instead of emails? Most often, a polite phone call, with details being given when questions are asked,, helps ANY company determine how to handle an issue with a product.
I know a lot of the world thinks emails & texts are the only way,,, but when you get direct contact with a live person, quite often,, good things happen. Emails are too impersonal.
contender said:
I have been stuck in court for the past two weeks. I did give them my cell number and a time when I could receive calls but nothing back yet. Funny thing is that when I sent in a RFQ for 250 38 special GPs I could not get anyone to call me back. As a hobby I am a partner in a security company that is expanding.
Chuck 100 yd
Hunter
I have never had anything but excellent service from Ruger. You can e-mail the CEO
Direct. He does read them,and replied to mine before.
Direct. He does read them,and replied to mine before.
lfpiii said:
Really? I just used that link to the CEO on the Ruger website (I think it's "Tell the CEO" or something like that.) I got a reply a couple of days later...not from him, directly, but from a manager in his organization. It was about the sights available on the GP100...I posted the reply I got on one of the threads about the GP100 sights.
I have to say that I have always had much better luck with a telephone call that I have sending an email...not just with Ruger, but with a lot of companies. It's harder to disagree with someone on the phone than it is in an email.
I've had nothing but good service from Ruger, which has rarely been needed. I can't say I always agree with their responses, but I did get responses. I still think Ruger is one of the best companies when it comes to service that I have ever dealt with. Unfortunately, many companies aren't selling customers parts like they once did...due to liability issues...in the past, S&W for example sold me a complete striker for a pistol, but most recently they have declined to sell one to me (and others.) They said they would send me a shipping label, and they would install a new striker and return it to me, all at their expense, which costs them more than selling and mailing me a striker...but saves them potential liability if I install a part incorrectly.
contender
Ruger Guru
I understand being in court,,, as my wife works for a lawyer. However,, you do get breaks, recesses, etc. May I suggest you use the time you asked them to call you,,, to call them yourself? I'm sure you will get a much better response than emails.
22/45 Fan
Hunter
A phone call gets immediate results. An e-mail can be easily overlooked in the crush of e-mails they receive every day. Call them directly.
powder smoke
Hawkeye
I never emailed Ruger the few times I have had an issue I called and got a return
shipping label promptly. I second the phone call method! ps
shipping label promptly. I second the phone call method! ps
.[/quote]
. Funny thing is that when I sent in a RFQ for 250 38 special GPs I could not get anyone to call me back. As a hobby I am a partner in a security company that is expanding.[/quote]
Is your security company planning to travel back in time to the mid sixty's?
Dave
. Funny thing is that when I sent in a RFQ for 250 38 special GPs I could not get anyone to call me back. As a hobby I am a partner in a security company that is expanding.[/quote]
Is your security company planning to travel back in time to the mid sixty's?
Dave
El Bibliotecario
Bearcat
I don't know if Ruger customer service is pathetic. What I do know is the one time in my life I returned a weapon to the (Ruger) factory there was a two week turnaround including shipping time and the problem was solved.
Sugar River
Buckeye
. Funny thing is that when I sent in a RFQ for 250 38 special GPs I could not get anyone to call me back. As a hobby I am a partner in a security company that is expanding.[/quote]Dave P. said:
Is your security company planning to travel back in time to the mid sixty's?
Dave[/quote]
Some states, like Florida, and I assume Illinois, limit private security guards to 38 Spec revolvers only.
I guess the authorities figure they can't do too much damage.
rallye_red
Bearcat
I've called Ruger on two occasions, one just two months ago for another GP100 I ordered. I'm busy too, but part of my work involves driving to downtown Detroit twice a day. So I called Ruger on the road. Both times the problem was fixed. A two week turnaround on this recent issue. So definitely call. Good luck! :mrgreen:
Sugar River said:
Is your security company planning to travel back in time to the mid sixty's?
Dave[/quote]
Some states, like Florida, and I assume Illinois, limit private security guards to 38 Spec revolvers only.
I guess the authorities figure they can't do too much damage.[/quote]
You sure about Florida?
When I went to visit my mother there I read up a bit on your carry laws, seem to remember
.380 and 9mm autos were ok as well as .357....
Dave
Sugar River
Buckeye
It may have changed since I took the course ~ 14 years ago.
Sounds like someone that has made his mind up to be unhappy about the situation with out doing his part to resolve the matter. Ruger has always bent over backwards to resolve warranty issues even though they don't offer any kind of warranty. Geez how hard is it to pickup the phone and make a call?
dfletcher
Blackhawk
lfpiii said:
FWIW I'd take a deep breathe and make a phone call. If it's worth kissing off Rugers it's worth a call.
BTW, I'm a partner in a contract security company (40K billable hrs per week) too, you know the aggravation we sometimes go through. A constructive "I need your help" call goes a long way, yes? :wink:
. Funny thing is that when I sent in a RFQ for 250 38 special GPs I could not get anyone to call me back. As a hobby I am a partner in a security company that is expanding.[/quote]Dave P. said:
Is your security company planning to travel back in time to the mid sixty's?
Dave[/quote]
Dave,
Many hospitals and other medical contracts require non magnum revolvers.
2sheriffs
Single-Sixer
The last 2 Ruger revolvers I bought were a stainless Black Hawk 357 mag. and a stainless Super 7. They both had grip frames that over hung the grips better than 60 thousands. I called customer service and they wanted me to pay $30.00 each to ship them back. I told her that if they did not take care of this for free, I would never buy another Ruger product and told her how many I had and asked to talk to the supervisor, she said wait a minute. When she came back she told me they would send 2 boxes and sent UPS to get them with prepaid shipping labels. When I got them back they were a lot better, but not as good as my older Stainless Single Six. I am going to sell the 357 and send the grip frame to Chigs to make a set of grips that I just got that were really nice for my Single Six. They cost less than $50.00 and shipping is free if you are a veteran. They fit the older grip frames perfectly
Ron
Ron
falrifles
Bearcat
Call them at customer service. Nice folks.
Personally, I usually just box up the gun and send it back with a detailed letter describing the issue. They usually come back corrected. Sometimes they call me upon receiving the gun to discuss what is wrong. They will work with you either way. My only loss has been shipping charges to them at times. But that's my doing. At times I'm so busy, I just box it up and get it to Fed-Ex to get it done. I hate projects laying around in need of solutions....
Calling first, will get you a return shipping label. The bottom line with me is that they made me happy every time. Just know what you are talking about and be able to explain it to them.
On one particular occasion, I did email the CEO. At that time, it was Mike Fifer. What a class act he is. He did not respond to me personally, however the very next day the Ruger sales representative for the Midwest region called me and took care of the problem. So do not despair. They will not leave you hanging.
Fifer occasionally answered my "tell the CEO" suggestions personally. He appreciated suggestions. I'm sure the new CEO will be great.
Personally, I usually just box up the gun and send it back with a detailed letter describing the issue. They usually come back corrected. Sometimes they call me upon receiving the gun to discuss what is wrong. They will work with you either way. My only loss has been shipping charges to them at times. But that's my doing. At times I'm so busy, I just box it up and get it to Fed-Ex to get it done. I hate projects laying around in need of solutions....
Calling first, will get you a return shipping label. The bottom line with me is that they made me happy every time. Just know what you are talking about and be able to explain it to them.
On one particular occasion, I did email the CEO. At that time, it was Mike Fifer. What a class act he is. He did not respond to me personally, however the very next day the Ruger sales representative for the Midwest region called me and took care of the problem. So do not despair. They will not leave you hanging.
Fifer occasionally answered my "tell the CEO" suggestions personally. He appreciated suggestions. I'm sure the new CEO will be great.
Hey OP,
Sorry to hear about the problems with the GP and Ruger customer support. You came to the wrong site to complain about Ruger. Many of the members here are fan boys and do not believe stories inconsistent with their Ruger experience and reputation. Therefore, the blame must fall with you. I believe you because I've had my own problems with customer support and QC.
The advice here is actually pretty good. You get someone new at Ruger every time you call so keep trying. Your problems should be easy to prove and when you get the right person, they will take care of it.
I think your use of the word Pathetic may have been like calling a guy's girlfriend ugly. It's a word sure to cause issues.
Sorry to hear about the problems with the GP and Ruger customer support. You came to the wrong site to complain about Ruger. Many of the members here are fan boys and do not believe stories inconsistent with their Ruger experience and reputation. Therefore, the blame must fall with you. I believe you because I've had my own problems with customer support and QC.
The advice here is actually pretty good. You get someone new at Ruger every time you call so keep trying. Your problems should be easy to prove and when you get the right person, they will take care of it.
I think your use of the word Pathetic may have been like calling a guy's girlfriend ugly. It's a word sure to cause issues.
Captain America
Hunter
Prescut said:
I follow the complaint threads pretty closely and the vast majority of the complaints are about fit and finish, a gun that is perfect to a shooter like me might not be good enough for someone who never plans on firing the gun and just wants to have it in his safe. This thread has all of the indications of being one of those situations but it lacks pictures...which, well, you know.
I have found over the years the way you contact companies has a lot to do with your satisfaction, from the only experience I have ever had with Ruger resulted in instant whats your address and sent a replacement on my word? Kinda hard without pictures, or willing to make a phone call how this complaint SHOULD be handled?
My experience with other revolvers has never fared as well for me as they have with my Rugers,, unless I spent 3 times as much for custom shop work from FA, never been as pleased with any double action as I have with the Rugers! Good luck with your boycott, hope your willing to settle for less!
My experience with other revolvers has never fared as well for me as they have with my Rugers,, unless I spent 3 times as much for custom shop work from FA, never been as pleased with any double action as I have with the Rugers! Good luck with your boycott, hope your willing to settle for less!
I have had problems with 3 different revolvers. Only one was really serious. I called them first and then sent them a letter, along with the gun, explaining the problem. Each came back 'fixed' inside two weeks. Phone calls work wonders.
If it's really important enough, you find time to make a phone call. Want personal service, be personal yourself. Personally, the go-to threat of "here, look what I've spent, never again" tactic is stale and just an attention flag. But hey, whatever make one feel special.
daveg.inkc
Hunter
Ruger service has always been good to me. Except one time. I had an O.M. Super Blackhawk that I wanted to put the Ruger faux Ivory grips on. I told phone operator what I needed. She asked for serial number. Would not sell to me because un-converted. So I gave serial # to a New Model SBH I own, and then she would sell.
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