Does Taurus have a problem with Customer Service?

I have ask this question on a couple of Taurus 1911 threads, but for some strange reason I cannot get an answer. So I thought I would ask my question directly.

Lets see. It seems the knocks seem to revolve around issues with Customer service. In my case, not Internet rumor, not a message I got from a friend of a friend, but what I witnessed.

The enlighten crew scream "snob" if you dare question anything about a firearm of their choosing.

So yes, my answered is based upon experience. Can you say the same? Or is " I have never called Taurus so therefore no problem exists" your answer.

Should we start a poll about response to Taurus Customer service? OK, so everyone, what has your experience with Taurus been?


I could be wrong, but I think most people have issues with the customer service aspect of Taurus. If you get one that runs, GREAT, if not you will have issues getting Taurus to resolve.

In my case I watched a shooting buddy get so frustrated dealing with them he traded his away for a XXXXX (what does it matter what it was)

So, if you get a good one great, if not then.....
You decide what is important to you.

For the same money get the RIA, they seem to have great Customer Service. For me, Customer service goes a long way in deciding what I buy. I HATE POOR CUSTOMER SERVICE!

I ask this in a Taurus thread before, (and no Taurus owners responded) I will ask now. For those who have actually witnessed Taurus customer service, what has your experience been.

I AM NOT ASKING IF YOU THINK THE PRODUCT IS JUNK OR GOLD, JUST WHAT YOU THINK OF THE CUSTOMER SERVICE!

And the answer is?

My brother in law has a Taurus 1911 clone and has had to send it in several times. Other than having to pay for the shipping he has consistently been happy. Turn around time has varied from 4 to 6 weeks customer pays shipping though.

OK, so he has had to send in several times? And pay for shipping? Is that good customer service?

I AM NOT ASKING IF YOU THINK THE PRODUCT IS JUNK OR GOLD, JUST WHAT YOU THINK OF THE CUSTOMER SERVICE!

And the answer is?

Hit or miss. I had one good (gun back in a month, fixed), one bad (part ordered, card charged, all record of order lost, much runaround) experience with them.

When Taurus' customer service is bad, it can be legendarily bad. Use the search feature, you'll find plenty of tales.

With a 1911 I wouldn't worry that much. It's not a proprietary gun, and there are plenty of people who can work on it.

Taurus makes some very good guns at some really nice low prices and their quality seems to be getting better with each new model they come out with. Does their customer service keep up with their quality? Personally i don't think it does, but then i hear the same thing about customer service with any manufacture.

Average turn around time seems to be 5 to 8 weeks with them. You pay shipping to send it in, they pay shipping to send it back. Trying to call in to check on the progress seems to be a very big sore spot with most people. The people you talk to on the phone have a standard set of answers they give as the actual people doing the work don't give any answers until they have found and fixed the problem.

I had to send in a brand new 24/7 OSS that gave me problems with misfires right out of the box. Called them to see about shipping it back and they guy i talked to responded to my statement about 5 misfires in 150 rounds with..." 5 out of 150 ain't bad"... Called twice in the 37 days they had my gun and got the run around both times.

Now the actual work they do seems to be good, just the "service" part, and a lifetime guarantee does take the sting out of it somewhat...:)

Oh ya, the problem turned out to be mine... brand new gun in box, looked clean so i took it out and shot it. Seems that Taurus uses a protectant that has a tendency to be sticky. Was in the firing mech and kept it from firing, once cleaned properly no further problems.

OK, but if you have to pay each time to ship to them on a warranty issue does that seem fair? I know that others I have had warranty work done paid for shipping both ways.
If in the case of PPS's the Taurus was shipped several times. If I remember right to ship legally it costs about $30-$50 bucks each time. At that rate you could have more in shipping than the gun is worth.

Weisse,

I had a PT145 that had issues with the slide catch lever slipping under the mag follower. This stopped the slide from staying 'open' after the last round had been fired, and I had to pull the mag from the well when I tried to eject it.

Taurus paid for shipping to and from, and took care of it within 5-6 weeks.

All in all, I was satisfied with their customer service.


That said, you keep asking whether paying for shipping is good customer service, and no one here is going to be able to give you a definitive answer on something that by it's very nature is subjective. It is your opinion, and yours alone that counts. People have answered your question to the best of their ability. Asking again won't get you any different answer. People will fall into the a) Yes, it's good customer service or b) No, I shouldn't have to pay for shipping: bad customer service.

Only you can make the call for yourself.

Years ago in the 90's Taurus had the best customer service in the industry . I remember having a customer bring in a Taurus 92 that he ran over with his car. OK not too smart to drive off and leave the gun on your roof. I sent it back to Taurus for him expecting a repair bill and they sent a complete new gun at no charge. Oh how times have changed

That said, you keep asking whether paying for shipping is good customer service, and no one here is going to be able to give you a definitive answer on something that by it's very nature is subjective. It is your opinion, and yours alone that counts. People have answered your question to the best of their ability. Asking again won't get you any different answer. People will fall into the a) Yes, it's good customer service or b) No, I shouldn't have to pay for shipping: bad customer service.

Well, if you do not like the question, then do not answer the post. Yes, I think if you have a warranty issue and you have to pay for shipping it is bad customer service. Your attempt at reprimanding me for asking is falling on deaf ears. The internet is easy, if you want to answer do so, you do not like the question don't answer.

Well, if you do not like the question, then do not answer the post. Yes, I think if you have a warranty issue and you have to pay for shipping it is bad customer service. Your attempt at reprimanding me for asking is falling on deaf ears. The internet is easy, if you want to answer do so, you do not like the question don't answer.

Why don't you tap the breaks there a second Baby Huey. My post didn't warrant any kind of attack.

I wasn't reprimanding you. I actually answered your question(s)...as did others. I gave you my side, then explained to you why it was a subjective topic.

Obviously, I liked the question...thus my answer and my recommendations on how you approach other answers. What you do with those answers are your own decision. So before you start getting holier than thou, you might want to check whom you're preaching to.

For the record a second time, I have used Taurus's customer service...I found it acceptable. I did not have to pay for shipping to and fro...other experiences my differ. If you personally have to pay shipping to and fro, your mileage may differ...in which case my experience and opinion might have lesser value to you. Either which way, you can buy a Taurus and be happy...and I won't give a damn. Or, you could buy another brand and be unhappy and, strangely enough, I also won't give a damn.


You're welcome for the help.

Good day.

The answer is: does the sun rise in the east and set in the west?

There's your answer.

When you can't get a part for a pistol, or a status on your return, or what the problem actually was, then I consider it piss poor service. As for paying for shipping, this is a major chafe with me. Why do I have to send in my pistol "express service" overnight for 70 Bucks to fix a four dollar part? Send me the part, and I will have my smith up here install it for 20 bucks and without a 6-8 week wait turning into 4 months.

Sell the Tauri and do not drink from the kool-aid.

I tried to use Taurus customer service when my brand new Gaucho had dangerous problems right out of the box, but when I called for a RA# the receptionist put me on hold and Customer Service never picked up.

I took the gun to a local gunsmith and paid to get it fixed.

Taurus has the best warranty in the business until you need to use it.

I'm still having problems with the gun; the base pin obviously wasn't hardened. But someone here was good enough to point me to some aftermarket Colt SAA base pins that will fit, so I can fix it myself when it wears out in a year or two.

If they didn't fit the firing pin, and they didn't heat treat the base pin, what other steps did they skip at the factory?

Maybe it's not their fault that Customer Service is so bad; they might be totally swamped because QC at the factory is so bad. (that doesn't mean a few good ones don't slip by, if you feel lucky, go for it)

i own a taurus 24/7 pro and love it, it shoots well and feels good, no problems with the gun, but when i call taurus to request their magazine and to check on my free one year membership with the NRA i get nowhere. i have called four times since may,2008 when i bought the gun. in light of this kind of customer service i hope i never have to send the gun to them for repair.

Why don't you tap the breaks there a second Baby Huey. My post didn't warrant any kind of attack.

That was not an attack, it was a statement, same as yours.

People have answered your question to the best of their ability. Asking again won't get you any different answer.

Throwing that comment in does not sound like an answer, it sounds like stop asking the question. So, before you start with the "baby huey" comments, you ought to check yourself.

With a 1911 I wouldn't worry that much. It's not a proprietary gun, and there are plenty of people who can work on it.

Yeah, as cheap, ok, affordable 1911s go, I think it's one of the better deals and most anything that could be bad on it, heck, I could fix myself. A good gunsmith could take care of it if I couldn't. I'd not bother with sending it back. I've never had to send a Taurus back, not sure what to expect if I ever have to. I hear all these horror stories, but then I see a lot of Taurus bashing. Of the three I own, they are some of the best revolvers I've ever purchased. So, I'll cross the bridge if I ever have to come to it, but with a 1911, if I had problems, I'd just let a smith take care of it if I couldn't.

Just an observation, but Taurus threads always seem to turn into pissing matches.

They do turn into pissing contests!
I ask the question after reading a couple of threads that went down hill fast.
Some people stated it was because of bad customer service, but not too much to back it up. If you try to get people to share what they do not like and not much came out.
I have known several people who have owned them and only one had to get Taurus CS involved and that soured him and me both on that aspect of the company.

This happened to a friend of mine who posts here. He may see this and chime in with more details.

My friend buys a Taurus ultra light .357 snub. I don't know the model, but while he is waiting for it to arrive, Taurus discontinues the model. The snub arrives, but it is obviously defective. (IIRC, it had something to do with the cylinder not locking into battery.)

My friend proceeds to return the snub for warranty service. After over two months, he receives not just another gun, but a totally different model. Taurus provided no explanation; they just shipped him a totally different, much heavier, .357 snub. Naturally, he is a little upset by this point, and he has the dealer telephone for him. Summary of Taurus's response: The originally purchased model is discontinued. Tough break, kid. Take it or leave it.

My friend's take on this is rather telling. His gripe was, "what is this warranty worth if I can't even get work done on a gun that's been discontinued for less than a month?" I understand that you will sometimes have to take a replacement when you have a lifetime warranty on an older model. Still, this was literally less than a full month.

Apparently Taurus doesn't think they have a problem. Only their customers do. :D

For the record, I sent a Taurus .22 revolver back to the factory for a broken firing pin (1989 model). I'm not the original owner and Taurus replaced the pin for free after I paid shipping to the factory. Turnaround was about 6 weeks. There were no hassles and the gun is a great example of the quality that Taurus is capable of. If they could duplicate the same quality, reliably, I believe S&W would be priced out of business.

I have owned two Taurus 22 revolvers they are the last Taurus I will ever own period! They had to go back to Taurus twice each, the first one did not even shoot a complete cylinder(9 round) berfore it broke. They would not even pay for the shipping! Now this is four shipping charges out of my pocket, overnight at that. This is the reason I do not and will not own a Taurus firearms.
DRJ

In a word: bad. When my revolver failed to revolve properly, I had to pay shipping there (understandable, but frustrating), and had to wait about 2 months to get work done. Calls were met with bad service, and no questions really got answered. The gun came back fixed, and recently broke the transfer bar. The service is bad enough that I elected to order and install the part myself.

Taurus customer service is actually worse than that of the big wireless carriers. At least its ignorance on the part of their personnel. Taurus just flat doesn't care.

RMD

RMD:

What was your experience with Taurus?

Weisse....do you REALLY need more feedback??

There are 10 people here who have told their story.

There are 100+ threads on this very topic.

The bottom line is that Taurus has a reputation for bad customer service. Your mileage may vary.


Sheesh...give it a rest already.

Bad. Reciting the litany...again... would be bad for my blood pressure. Suffice it to say that I was so disheartened by multiple issues on multiple guns and comedy-of-errors they call "customer service" that I got that I got rid of everything Taurus INCLUDING the PT-1911 that had been flawless because I was certain that it too would eventually have trouble and I simply did not want to deal with Taurus "customer service" ever again under any circumstances!

SeanMTX

As I have said before. Don't like the post don't answer

I am pretty sure I am not keeping alive. As to me asking what his problem with Taurus was I wanted to know if he had a real issue or just wanted to "pile on". Unlike some, I am not interested in hearsay but real issues.That is how you really deterime if a problem exists or if the accusations are just rumor. If that is an issue you you then stay out the thread and you won't be offended.

Better yet, you can just block my posts and you won't have to be offended.

I understand that you want to get a wide swath of responses so you can best form an opinion.
I'm just confused as to what that number for you actually is.

11 posters giving detailed blow by blows of their experiences (including me), and tons of threads on this very topic.

How much more feedback do you REALLY need? I'd say you were rich with input and poor on decision making skills.

"RMD:

What was your experience with Taurus?"

PT1911 - Broke twice. First after 217 rounds down the pipe. back to Taurus - 6 weeks later following a return to their Brazil factory, returned: "Replaced hammer, sear, safety". 147 rounds later, same failure. Obviously, they threw parts at it and sent it back. Enough! Called for a return ticket - THEY ACTUALLY SENT FedEX TO MY HOUSE, but didn't issue a return ticket. FedEx guys kindly said he would take care of billing their account. Told Taurus - I've had it with you and your products, send me a refund check. Six weeks later, I get a call and they said they were mailing a check and apologized for the delay. That was just a couple of days ago, so I have hope they will actually send a check. Apparently they work on a six week calendar.

In fairness, others have perfectly fine Taurus 1911's, this was my experience. And it was a bad one.

IMHO, don't waste your money on their products. You can do better for just a little more.

RMD

SeanMTX

While I see you have made some noise on this thread again. I have taken my own advice and blocked you.

So blast away.

I won't go through my experiences again in a post, I am more than happy to share detailed questions on parts failures, metal shavings, etc. via PM.

I once worked at a local gun shop/range. EVERY dealing we had with Taurus customer service was a nightmare. They made the customer pay shipping to send them their own defective guns, took months to return the customers guns, and about 50% of the time they returned the customer a still defective gun. Terrible customer service from the folks in Brazil. I once spoke to a customer who had been dealing with Taurus with our assistance for well over 8 months! They sent him a totally differant gun 3 times and each one had a differant issue. One wouldn't even chamber a round, ANY type of round. Did taurus care? NO! they kept on charging the poor guy shipping to send these guns back to them.

I don't think that shipping should be considered all of the time. If the gun were bought last week or last month, maybe, but if you have had the gun for a year or so, then you should pay shipping. My experience with Taurus Service has been good.