BSA1
member
WARNING; THIS IS NOT A BASH TAURUS THREAD. IF IT TURNS INTO ONE I WILL ASK THE MODS TO SHUT IT DOWN.
This is also a long post which I hope the Mods will not object to.
What this is an excellent example of Corporate responsibility to admit to making a defective product and treating the customer fairly and quickly.
As many know TAURUS firearms have a reputation of poor quality control. My recent experience with a new Taurus M941 22 Magnum revolver is the case in point;
I purchased the gun new on April 3, 2013.
Due to the bad weather it was not until April 21st that we shot the gun for the first time. The gun had two serious flaws straight out of the box which were;
1. It was impossible to eject the empty brass after a cylinder full of 22 Magnum ammunition was fired. The extractor remained firmly frozen in place and it was necessary to remove each fired cartridge individually with fingernails. Curiously the extractor functioned smoothly and easily when empty and with unfired cartridges.
2. With SPEER GOLD DOT 22 MAG 40 GR. GDHP-SB ammunition the bullets were unstable and tumble as evidenced by the numerous keyholes from 7 and 10 yards and would not group it’s rounds with 4” spread of bullet holes fired from 7 yards and worse at 10 yards.
We fired a total of 50 rounds. The gun was oiled with REM-OIL.
Now for the responses I received from TAURUS Customer Service.
+1. I called the number listed on the warranty card. After being on hold for 30 minutes I talked to a representative. After the usual questions about what the problem is, if I tried different ammo (which I had not because of the shortage) and if I had cleaned the gun the rep. emailed pre-paid shipping label. She stayed on the telephone until I received her email with the shipping label and made sure I could open and print the label.
+2. I shipped the gun on April 23rd at no cost to me and received an email confirmation from Taurus on April 29th stating they had received my gun and repair would take about 6 weeks.
When I shipped the gun back I included the paper target showing the bullet holes, the empty plastic factory SPEER ammo box and 16 fired cases.
At the same time when I shipped the gun I sent a letter to Mark Kresser, CEO, Taurus International describing my complaint in detail and included a photocopy of the target.
+3. On April 29 I received a telephone from a Taurus Assistant who works for Mr. Kresser. As I was at work I could not answer my telephone and so she left a voice mail.
+4. The following day she called me again stated she had received my letter the day before. She said my gun will go on the workbench this week and she will be following up with the gunsmith as to the cause of the guns problem. She said she would call me back in 7 days.
+5. The next following day (May 1st) I received a telephone call from the same Representative stating that they were going to replace my gun. We made arrangements about how to have the gun shipped to the dealer that sold me the gun.
+6. On May 3rd I received a telephone call from Taurus Representative advising me they had received a faxed copy of my dealers FFL and they would be sending them my replacement gun in a few days. When I asked if the gun will be tested fired before they send it to me she replied “absolutely.”
Later that same day I received another call from Taurus providing me with the Fed-Ex tracking number for the gun.
+7. My replacement gun was received by my FFL dealer Monday morning May 6th. Enclosed was a 8 round test target shot at 10 yards with a 1 3/8” group. I noticed a couple of improvements right off the bat with the new gun; the muzzle had been crowned and the cylinder lockup was tighter when the gun was cocked.
There are several steps I took which I think helped in resolving my complaint so quickly;
1. I followed their procedure by calling first and getting authorization to return the gun for repair. It saved me money when they send me a pre-paid shipping label.
2. I provided evidence of my complaint by sending the test target which clearly showed the keyholed bullets holes and the large pattern the gun sprayed the target, the factory empty plastic ammo box and 16 fired cartridges with the gun. I put everything in the same box as the gun so they would not get accidently separated. The ammunition box had the factory codes on it so Taurus could check with SPEER if they suspected it was a ammo problem and the fired cases could be measured to see if the chambers were out of spec.
3. I also at the same time sent Mark Kresser a polite letter complaining about my disappointment with the gun. I did not use any vulgar language or make statements like I was never going to buy another Taurus product. In fact I praised the concept of the gun describing how my wife enjoys the lack of recoil and comfort when shooting it. I told him that I think the gun and caliber is a winner for concealed carry for women (which I do). I did include a copy of the letter I sent with the gun describing the problems with the gun and a copy of the target showing the bullet holes.
4. In this age of information superhighways it is very easy to research the name of a companies CEO and Executives. It probably took me all of minute to google it. Cut and pasting cut down how long it took to write a letter.
5. I can not find any fault with how Taurus handled my complaint. They quickly investigated my complaint and kept me well informed as what each step was going to be taken and the results of each step.
But all of this is for naught if in the end the gun doesn’t function properly and shoot tight groups. The jury is still partially out on this as it has been impossible to purchase any 22 Magnum ammunition designed for short barrel revolvers since I got the new gun and I am carefully hoarding my one and only box of Speer Gold Dot ammo. However the enclosed test target that came with the gun shows it shot well at the factory.
This is also a long post which I hope the Mods will not object to.
What this is an excellent example of Corporate responsibility to admit to making a defective product and treating the customer fairly and quickly.
As many know TAURUS firearms have a reputation of poor quality control. My recent experience with a new Taurus M941 22 Magnum revolver is the case in point;
I purchased the gun new on April 3, 2013.
Due to the bad weather it was not until April 21st that we shot the gun for the first time. The gun had two serious flaws straight out of the box which were;
1. It was impossible to eject the empty brass after a cylinder full of 22 Magnum ammunition was fired. The extractor remained firmly frozen in place and it was necessary to remove each fired cartridge individually with fingernails. Curiously the extractor functioned smoothly and easily when empty and with unfired cartridges.
2. With SPEER GOLD DOT 22 MAG 40 GR. GDHP-SB ammunition the bullets were unstable and tumble as evidenced by the numerous keyholes from 7 and 10 yards and would not group it’s rounds with 4” spread of bullet holes fired from 7 yards and worse at 10 yards.
We fired a total of 50 rounds. The gun was oiled with REM-OIL.
Now for the responses I received from TAURUS Customer Service.
+1. I called the number listed on the warranty card. After being on hold for 30 minutes I talked to a representative. After the usual questions about what the problem is, if I tried different ammo (which I had not because of the shortage) and if I had cleaned the gun the rep. emailed pre-paid shipping label. She stayed on the telephone until I received her email with the shipping label and made sure I could open and print the label.
+2. I shipped the gun on April 23rd at no cost to me and received an email confirmation from Taurus on April 29th stating they had received my gun and repair would take about 6 weeks.
When I shipped the gun back I included the paper target showing the bullet holes, the empty plastic factory SPEER ammo box and 16 fired cases.
At the same time when I shipped the gun I sent a letter to Mark Kresser, CEO, Taurus International describing my complaint in detail and included a photocopy of the target.
+3. On April 29 I received a telephone from a Taurus Assistant who works for Mr. Kresser. As I was at work I could not answer my telephone and so she left a voice mail.
+4. The following day she called me again stated she had received my letter the day before. She said my gun will go on the workbench this week and she will be following up with the gunsmith as to the cause of the guns problem. She said she would call me back in 7 days.
+5. The next following day (May 1st) I received a telephone call from the same Representative stating that they were going to replace my gun. We made arrangements about how to have the gun shipped to the dealer that sold me the gun.
+6. On May 3rd I received a telephone call from Taurus Representative advising me they had received a faxed copy of my dealers FFL and they would be sending them my replacement gun in a few days. When I asked if the gun will be tested fired before they send it to me she replied “absolutely.”
Later that same day I received another call from Taurus providing me with the Fed-Ex tracking number for the gun.
+7. My replacement gun was received by my FFL dealer Monday morning May 6th. Enclosed was a 8 round test target shot at 10 yards with a 1 3/8” group. I noticed a couple of improvements right off the bat with the new gun; the muzzle had been crowned and the cylinder lockup was tighter when the gun was cocked.
There are several steps I took which I think helped in resolving my complaint so quickly;
1. I followed their procedure by calling first and getting authorization to return the gun for repair. It saved me money when they send me a pre-paid shipping label.
2. I provided evidence of my complaint by sending the test target which clearly showed the keyholed bullets holes and the large pattern the gun sprayed the target, the factory empty plastic ammo box and 16 fired cartridges with the gun. I put everything in the same box as the gun so they would not get accidently separated. The ammunition box had the factory codes on it so Taurus could check with SPEER if they suspected it was a ammo problem and the fired cases could be measured to see if the chambers were out of spec.
3. I also at the same time sent Mark Kresser a polite letter complaining about my disappointment with the gun. I did not use any vulgar language or make statements like I was never going to buy another Taurus product. In fact I praised the concept of the gun describing how my wife enjoys the lack of recoil and comfort when shooting it. I told him that I think the gun and caliber is a winner for concealed carry for women (which I do). I did include a copy of the letter I sent with the gun describing the problems with the gun and a copy of the target showing the bullet holes.
4. In this age of information superhighways it is very easy to research the name of a companies CEO and Executives. It probably took me all of minute to google it. Cut and pasting cut down how long it took to write a letter.
5. I can not find any fault with how Taurus handled my complaint. They quickly investigated my complaint and kept me well informed as what each step was going to be taken and the results of each step.
But all of this is for naught if in the end the gun doesn’t function properly and shoot tight groups. The jury is still partially out on this as it has been impossible to purchase any 22 Magnum ammunition designed for short barrel revolvers since I got the new gun and I am carefully hoarding my one and only box of Speer Gold Dot ammo. However the enclosed test target that came with the gun shows it shot well at the factory.
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