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Buy Taurus at your own risk, customer service is a joke, quality has gone down

Discussion in 'Handguns: General Discussion' started by Reed1911, Jul 31, 2007.

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  1. Reed1911

    Reed1911 Member

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    Okay, I'm ticked and I'm going to shout it to everyone I know. Taurus has flat out lied to me and jerked me around like a child. Little background, we used to sell about 10-15 Taurus guns a month, not a lot but enough. Ever since this little problem I've pulled them and returned the ones that I could to the Dist. house. I told this to Taurus and they could give a crap less, not exactly those words but close enough, really! So my stance is now that I cannot sell Taurus products to my customers and lie to them telling them they are good guns and if anything goes wrong it will be fixed.

    Here we go, I got a .41 Mag Tracker in and the crown was totally off center and there was a gouge in the barrel. Called Taurus and asked for a call tag to have it picked up and repaired, they tell me no I'd have to ship it in and send a copy of the invoice and they would refund me the amount. Sent it in and called to fax the invoice in, then they say "No, we usually send call tags" Wait a frigging minute! You told me last week that you didn't do that! "I'm sorry sir, you must have misunderstood" Misunderstood hell YOU LIED!!!!

    Okay, I wait the needed eight weeks, get it back with a target and a service order showing "NO PROBLEM FOUND"
    HUH?! How blind can they be?! So I call to complain and am told that I'd have to speak to Robert the service manager, he's not in and I have to leave a message and the gal told me she'd also give him a written message; he should be back in about a half-hour. Okay, so I wait a few hours, no call. Try to call him back, still not in. Okay, so I wait all Friday, all Monday, and half of today Tuesday. Call again, and get Richard, he won't transfer me to him but takes all the info and tells me that there is no record of my S/H invoice and no notes in the file. I tell him about our new policy about not selling Taurus due to this incident and we are awaiting it to be cleared up. Silence......"well sir that is your business" Well forget you too! Ask to speak to Robert (service manager) nope, he's too busy I'm told.
    So here we are now, they are sending a call tag and I'll update you all on the progress of this little situation. But my position is, if as a dealer we cannot get a brand new gun that was defective from the factory fixed, how can a guy that has something broken get his fixed? What kind of crappy service will he receive? They obviously don;t care about the customers and it looks like the quality is going back to how it was in the '80's and early '90's.
    [​IMG]
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  2. lee n. field

    lee n. field Member

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    You got it from a distributor, right? Why didn't you return it there?
     
  3. 03Shadowbob

    03Shadowbob Member

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    Sorry to hear that. However, my 5 Taurus pistols have all been excellent firearms. I guess I am the lucky one. :rolleyes:
     
  4. Reed1911

    Reed1911 Member

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    It was the last one and they had no more on order. My thought was, ship it back, Taurus would either re-crown it and cut the gouge out in the process, or replace the barrel outright. Simple fix, I was told 4-6 weeks for repair.
     
  5. Vonderek

    Vonderek Member

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    Not the first thread of this nature I've read. I live very close to the Miami headquarters and was told by customer service I couldn't bring the handgun in for service...the only way to get a handgun there for repair was overnight shipping. So off to FedEx I went to spend $$$ to send it a couple miles. It's been at Taurus now 6 weeks and I found out today it has not gone in for repair yet. "Should be done by end of next week." I'm crossing my fingers but not holding my breath.
     
  6. jerkface11

    jerkface11 Member

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    I REALLY want one of their pump rifles. However I'm not buying one till they fix their customer service. Looks like I won't be buying one for quite some time.
     
  7. 03Shadowbob

    03Shadowbob Member

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    I agree with all the bad press they get due to customer service which is a shame. Why let the easiest part of your business become the biggest downfall of your business? I really feel that Taurus has come a long way in regards to fit/finish and reliability but it is apparent that they now need to focus on the CS part. They really should take it to heart.
     
  8. Carl N. Brown

    Carl N. Brown Member

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    May be they could ask Hi-Point for pointers on customer service.
     
  9. Ford

    Ford Member

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    just report them to the BBB of south Florida, thats what I did about 3-4 yrs ago. I see they still havent improved.
     
  10. Golddog

    Golddog Member

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    Interesting, innovative designs. But quality control and service have always been problematic, so I've never understood why people are willing to gamble their money with Taurus.
     
  11. doc2rn

    doc2rn Member

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    I called to get 2 grip screws and was told they where out of stock. Ok I then asked for new mag release spring, same. If they dont have parts how can they fix anything.
     
  12. MudPuppy

    MudPuppy Member

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    I really like Taurus firearms, but hearing things like this will make me take a pause when considering another.

    It's too bad, but if they're selling all they can make maybe they just don't give a rat's patooty.
     
  13. Troutman

    Troutman member

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    <<Taurus has flat out lied to me and jerked me around like a child.>>
    And
    <<live very close to the Miami headquarters and was told by customer service I couldn't bring the handgun in for service...the only way to get a handgun there for repair was overnight shipping.>>


    What's going on their!



    Taurus gunsmiths

    [​IMG]
     
  14. gezzer

    gezzer Member

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    Easy answer, Distributors do not handle warranty work, sorry but that is how it works.
     
  15. Troutman

    Troutman member

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  16. Spider Pig

    Spider Pig Member

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    yes, taurus does disappoint quite a bit, but only those who expected something from them in the first place.
     
  17. Old Dog

    Old Dog Member

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    Gee, first post, and already bashing Taurus.

    Might I suggest next up: cops, Wal-Mart, 1911s, California ...

    I'm gonna go out a buy some Powerball tickets tonight, seeing as how I'm so lucky, having owned several worthy Taurus handguns, both revolvers and semi-autos, and -- inexplicably -- having experienced excellent customer service from this manufacturer. Hmm ...
     
  18. snowsurfer

    snowsurfer Member

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    Same S&*% Here

    :banghead:My 24/7pro .40 has been there for 10 weeks now. I called 2 weeks ago and was told it would ship out in 2 days. I called 2 days later to see if it had shipped and was told that it hadn't been repaired yet and they were waiting for a new slide. Now I'm pretty po'd as they have had my gun longer than I have, and they don't seem to know *** is going on either.
    I know there's some folks here happy with thier taurus products, but it seems that anyone who has to have fixed gets jerked around pretty good:cuss:
    I will never ever buy another taurus product. Period. (is that redundant?):banghead:
     
  19. Shweboner

    Shweboner Member

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    :uhoh:


    With grammar like that... you have no room to trash anyone.:banghead:


    But seriously, I have owned several Taurus firearms and they have all been perfect for me, even after reading all the horror stories, especially about the new Gauchos... I BOUGHT ONE! My new Gaucho is awesome, just as I anticipated. I trust their stuff 100%

    I cant speak for the CS, as their stuff has never failed me.
     
  20. finalcut

    finalcut Member

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    So what's your point? Does he need to go through a special right of passage - perhaps one created by you? The information in his post is useful, and may help make other people aware of a problem that they would like to know about.
    He's frustrated - we all get that way. Still, he never got out of line....

    Sounds like Taurus asked for the bashing, and the fact that he can't go against his good conscious by selling customers a product that he doesn't feel good about says some good about him in my book.
     
  21. aaronrkelly

    aaronrkelly Member

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    Ive had a similar experience - took around 5 months to get my gun back and I had to start legal action.

    Taurus is a joke - no more Taurii for me.
     
  22. Troutman

    Troutman member

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    <<I will not buy another Taurus product even with the life time guarantee, it my take a lifetime to get it fixed.>>


    <>I heard, "only 2 more weeks" for 6 months before I had enough.>>

    <<I'm sure there are decent quality firearms from them but if you ever have a problem with it, you may wait your "Lifetime" to get it back.>>

    <<Your literally going to have to brow beat your gun out of them. Just remember that next time your buying guns.

    Took me 6 months to get my gun back.....>>

    <<They kept telling me they were waiting for a part from Brazil and it would be 2 weeks, I heard this for close to 6 months.>>

    <<They promptly sent me a replacement gun.

    However it was also defective, I sold it at a loss.

    Keep calling.....document, take names.....perhaps take recordings. Mark my words you will hear "2 more weeks" again......and again......and most likely again.>>


    <<In real-life this is how it often plays out:
    1. The owner sends them the gun.
    2. They make excuses until the owner is dead.
    3. They eventually (fix?) the gun and sell it used.
    4. Repeat steps 1 thru 3, etc., etc, etc.>>

    <<was even planning on purchasing another Taurus for C&C. After the poor Customer Service that I've received, I will not purchase another Taurus, and will get rid of this one once (if) I ever get it fixed.>>

    <<Taurus generaly makes good guns, but their parts / logistics support has GOT to get better than this. Mylanta, we are talking about a $4.85 part that they should have in stock.>>

    <<You have come along way!
    You have increased Quality, Fit, & Finish
    Now FINISH the job and do your CUSTOMER SUPPORT....I can only defend you so long before I look at other products.>>

    <<Long story short
    They lost my gun, found my gun, took forever with my gun, BBB, shipped gun back without fixing anything.>>

    <<I just got off the horn with Mike @ Taurus Customer Service. Nice guy. Couldn't help me figure out the status of my gun however. He said something to the effect of (read: not a direct quote) 'I don't know what to tell you. I don't have an answer for you.'>>

    Follow-up

    <<Well, Mike never called back. I called Taurus Customer Service today. The CSR informed me that, in addition to the spring assembly, my gun also needed a new slide and barrel!>>


    <<What pisses me off is that the thought of my guns just sitting somewhere for a month without even being examined.>>


    <<Taurus is just the only one the was totally incapable of handling the problem of fixing there own product in any manner. Very unprofessional business IMO.>>

    <<Taurus doesnt lose guns?
    Like I said in one of my posts. It may have never actually been "lost" But they had no record of it and couldnt tell me where it was. After I contacted UPS and got the name of the person that signed for it at Taurus they finally "found" the gun about a day later>>

    <<No one could ever give me a straight answer. Mostly because the customer service dept. had no idea what the gunsmiths where doing. If I remember correctly when I would ask info about the gun one of the standard answers was " we dont know they repair those in a different building.">>

    <<Reading the forums you will see many more people complain about a certain gun than praise it. Thats true in life though.
    Its the old if a person buys one gun and is happy with it they will tell 1 person. If they are unhappy with it they will tell 10.
    Calling people bashers and trolls is dicrediting the people that have had actual factual problems with in this case Taurus customer service. Which still IMO is the worst by far I have ever delt with.>>


    <<I would rate my own experiance as "average". However, their reputation in that area is somewhat lacking & they really need to go above & beyond to get it turned around.>>

    <<Bad customer service has always influenced my personal decisions. It's affected my choice in weapons, cars, cell phones, computers, etc. I've haven't had a problem with Taurus myself, and owned a few that were nice little pistols, but the number of complaints I've read from others did lead me to choose a Sig over a Taurus the other day.>>

    <<Customer Service is very important, in today’s world. Whether its firearms, cars, or washer machines.
    At times, from the customer point of view, it takes a back seat as being an important purchase requirement.>>

    <<A lot of companies make quality handguns today. Like anything else, CUSTOMER SERVICE can make a company or break a company.>>


    Conclusion:

    [​IMG]


    There are a lot of quality guns out their. And how they compete among themselves (through magazines, shows, ect., ect...) seems like a horse race.
    Who wins races, the horse or the jockey? Or both?
    When it’s a race this close

    [​IMG]

    It’s the jockey, that’s going to win it. A great winning combination!

    There are great guns out their, like horses. Their is great customer service out their too, like jockeys.
    When both of the above are combined, you have the greatness to be a winner. Anything less is second place.
     
  23. Lex

    Lex Member

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    I had the same experience with Taurus....complete apathy and incompetence!

    I'll never buy another one. You can't count on them to be there for the customer should an issue arise!!!!

    Vote with your wallet.

    Lex
     
  24. TimboKhan

    TimboKhan Moderator

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    well, this is not exactly an uncommon topic, and it saddens me. I happen to be a fan of Taurus guns, and the ones that I have had have been great. Further, my buddy Rockstar.esq had pretty good luck with his gun when he sent it in for service.

    When I sold cars about 15 years ago (worst job ever, by the way), there was an old adage that a satisfied customer would only tell 1 person about their experience, whereas an unsatisfied customer would tell 10 people, who would then tell another 10 people and so on. It would be nice if Taurus realized this and just said "Hey, we are backlogged on work. It is going to be 6 weeks to get your gun fixed". My guess is that most people just want to be told a date to expect to see something, and have that date be honored. I bet that if you were accurately told 16 weeks you would be grumpy about the length of time, but not nearly as po'd as just having to wait 16 weeks, you know?
     
  25. Old Dog

    Old Dog Member

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    Finalcut asks
    Finalcut, I was quoting "Spider Pig's" first ever THR post, not referring to the OP's dilemma ...
    I define "bashing" as negative comments with no supporting facts (even secondhand, anecdotal as it may be, since this is the internet and we never really know if someone is being truthful), that add nothing to the thread.

    And yes, a "special right of passage" -- preferably, personal experience with a particular gun or maker -- should be required prior to posting negative commentary.
     
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