Ruger Customer service


August 7, 2011, 01:25 PM
In early June, I had a dealer send back an SR556 for service. They chose not to respond to my e-mail detailing the situation with it. A little over a month later, they did inform the dealer that the rifle has entered their system and I suppose they will eventually get around to looking at it. I am not in any particular hurry but it does seem that it has been gone for quite a while.
I am wondering if Ruger has shut down for the summer. Some gun companies do this because it is hot and they are resting up for the Thanksgiving through New Years hollidays and the SHOT and other trade shows.
Dones anybody know.

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August 7, 2011, 02:38 PM
Ruger shut down the week of July 4th. That's it. I sent a rifle back to their NH plant for service on July 11th. I had it back repaired by the 22nd.

August 7, 2011, 02:50 PM
Ruger has a good reputation for customer service. Try calling with your dealer's confirmation number.

Double Vision
August 7, 2011, 03:16 PM
I'm surprised to hear this about Ruger CS.
Just yesterday someone was telling me what great CS he got from Ruger on a repair.

August 7, 2011, 04:00 PM
In early June, I had a dealer send back an SR556 for service.

This could be the problem. Adding a middle man is not usually a good idea.

I had my dealer send back my Kahr, they took their sweet time actually sending it in, and let in languish in their back room before telling me it was back :(

August 7, 2011, 04:59 PM
could be sitting in the dealer's back room but they are definately aware who the rifle belongs to and have called me about things in the past. It could be that the work group that deals with the SR is busy selling the new e/essential model.

August 7, 2011, 06:29 PM
I has a small problem on a Redhawk and they fixed it in about 4 days.

Really good service on my gun.

I would check with Ruger and see when the dealer sent the rifle. As stated above, the dealer might have slipped up.

August 7, 2011, 08:41 PM
I'm really wondering if it's not the dealer wasting time, because every time I've deal with Rugers customer service they have been extremely fast.

Greg Mercurio
August 7, 2011, 09:08 PM
Pick up the phone and talk to a human. It works so much better than email.
Ruger's CS department is full people people whose only job is to make you happy. And from my experience with them they do a damn fine job. Letting the dealer talk for you is a losing proposition. Just my opinion.

September 5, 2011, 01:47 PM
The rifle in question was returned in late August 2011. I have not yet checked to see if it is functional. According to the dealer, they more than likely set it aside and awaited their convenience before putting it into their system- a little over a month from the date they received. They booked it out three days later but for some reason, it was not returned another six weeks or so.
I am sorry that I inconvenienced Sturm Ruger and Company.

coach z
September 5, 2011, 02:37 PM
WOW that's a bit of a shocker! Not the norm from ruger...

September 5, 2011, 08:18 PM
Every system has a bottle neck, usually someone that doesn't want to bother with the project. Ruger is good but not perfect in service or engineering. The only time I have ever bothered with returning a new gun to the manufacturer it was a Ruger NMBH in Stainless. That was in 1979, Ruger and stainless were still working on getting along, eventually they got their relationship solidified but my NMBH was gone for 9 months, and then they sent me a certificate good for another new one. The explanation letter that came with the certificate simply stated that the revolver should have been caught by QC and never shipped out. Ruger did good but it took a long time and several letters; we didn't have email back then and a phone call from Honolulu was expensive and took a lot of planning to get the timing right. But Ruger is good to deal with.

Apple a Day
September 5, 2011, 08:18 PM
I sent a rifle back to Ruger to be fitted for a replacement part last year about this time.
The rep was great on the phone.
The rifle was fixed/fitted, turned around, and returned to me in about two weeks.
I am very happy with Ruger.
Mistakes happen but I'm wondering about the dealer.

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