Taurus Customer Service

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Animal Mother

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Three weeks ago I purchased a Taurus Model 96 and had some issues with misfires and cylinder lockups (see http://www.thehighroad.org/showthread.php?t=568496). I shipped it to Taurus to take advantage of their "Taurus Unlimited Lifetime Repair Policy™" Which promises that "we will repair your Taurus firearm FREE OF CHARGE for the lifetime of the firearm" (emphasis theirs).

Well after my newly purchased Model 96 went to Taurus Service, I received an email from them asking me to call them. I did and they informed me that they cannot repair the Model 96 as they have no replacement parts and offered me a new Tracker 990 for $150.

A Tracker 990 for $150 would be a great deal, except that I just spent $260 on the Model 96, along with $25 S&H, and a $20 transfer fee. Also I spent $20 shipping it to Taurus for service, and I'm sure when Taurus ships the new gun it'll need to go to my dealer for another $20 transfer fee. In case you're not keeping up, that'll be just shy of $500 for a new Tracker 990. MSRP is $442 and it sells on Bud's for $342.

I'm going to call Taurus tomorrow and see if they'll work with me on the price. I don't really expect Taurus to give me a new gun, but I would expect them to make things right.

All I really wanted was my Model 96 fixed. I could make more off of it if they just sent it back to me and I sold it at this weekend's gunshow but my personal ethics would make that almost impossible for me.
 
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I would demand a new gun similar to the 96.

Because you are not being made whole by their warranty.

Bear in mind that i am a taurus owner too with zero problems, but if i had a problem that is what i would demand.
 
UPDATE:

I spoke to Taurus customer service today, and after explaining my position, they are sending me a new Model 94 at no charge. This does change my opinion of their customer service as I had not expected them to ship me a replacement gun for free.

I think this is great customer care considering that the original gun was most likely manufactured between 10 and 20 years ago, and while the Model 94 doesn't have a great reputation, it is a gun that is arguably the closest to the Model 96 that could not be repaired. Hopefully I'll get a good 94.
 
Good deal. I'm not aware that the Taurus "Lifetime Warranty" applies to anyone other than the original owner. If that's the case, then they did indeed go "above and beyond." Even if that's not the case and you were entitled to be "made whole", I'm glad you were. That's the type of company I'd do business with again.
Incidentally, I do own one Taurus myself (M66) from more than twenty years ago, and I'm the original owner. I've not yet had a problem with it that has required service, though. I also had a 94 for a while many years back; used it to teach my then-wife to shoot. I let her take it with her when we divorced. It was a fine gun for the price and purpose.
 
You probably should have went for the $150 Tracker 990 deal. The Model 94 is a crap shoot as far as quality build and functionality.
 
Just had an old Taurus 96 in for service. They were able to replace my cylinder, granted after several months of waiting. For what it's worth, it may still be worthwhile to have the old 96's repaired rather than replaced. I have never had a finer Taurus revolver. While not my S&W 617, but damn near close, and a true tack driver.
 
The model 96 really amazes me. It is nearly a perfect clone of the K17 masterpiece, and shoots extremely well. I prefer it to my S&W 617 due to its lower weight as it does not have the full barrel lug. While I do concede, 1 other Taurus has been fraught with problems, this 96 has not.
 
If I am not mistaken, The warranty from Taurus follows the gun these days and not the owner itself anymore. I don't know how it was back 10-20 years ago but I am pretty sure that is the new way they do things.
 
Yes the warranty DOES follow the gun for the "lifetime" of the gun, not the original owner. I've owned quite a few Tauri and only had an issue with one which I bought from a local pawn shop. I sent it to Taurus for repair even though I wasnt the original owner and they fixed the problem no questions asked. Pretty quickly to, I might add, so I am pleased with the customer service and glad they were able to come to a happy medium for you also.
 
I have had at least Ten Taurus Revolvers. Two had problems and I was the cause of One. They repaired both quickly. I can't complain about them.
 
above comments on the model 96 match my own

I had been tempted to bid on that particular gun myself, having owned one bought NIB many years ago; still do own it, and it's the only target rimfire DA revolver ever held in my own hand that can go head to head with my S&W k-17s (on all attributes). He bought it off gunbroker (not inspected 1st person), and by merit of whatever circumstance, it was beat to hell-n-gone, a real shame.

If offered only a current version NIB Taurus 94/941 in lieu of, I would ask for cash equivalent instead, or maybe the equivalent in lotto tickets (about the same thing as a 94), or maybe just tell 'em to stick it where the sun don't ever shine. But a Tracker, probably so, a fair deal... even though personally doubtful that Taurus makes any rimfire revolvers these days of same class that the vintage 96s were.
(he did pay only $305 for the 96, and it would have been a heckuva good deal; try finding a real nice k-17 for that)


Repairable or not, I wouldn't just walk on by in excellent condition 96 six shooter at a very reasonable price, if I bumped into one today.
Then again if I bumped into an "80s vintage" 94 rimfire in great shape, I wouldn't just waltz on by that one, either; just never found one when I was actively looking for one.
(somebody on this forum lucked into one quite recently)
 
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if you have to pay the shipping to the company id say thats hardly a warranty.

i hate the built in disabling devices (locks) S&W puts on their newer guns, but they have the best C.S. ive ever experienced.
 
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