My first contact with the wonderfully famous Ruger customer service.

Discussion in 'General Gun Discussions' started by Trey Veston, May 6, 2021.

  1. Trey Veston

    Trey Veston Member

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    This one made it through the S&W final inspection...

    Rs5xNiBQRWW39hMsP6EAug.jpeg

    So I sent it back and two months later they replaced it with this one...

    1aWgpqZcQoq7ND55saQNng.jpeg

    I gave up on trying to get a Shield that wasn't screwed up from the factory and switched to the XDS and then the P365. No issues with either.

    S&W customer service argued with me over the first barrel, saying 12" groups at 25 yards was acceptable. I had to go over the woman's head to a supervisor and explain to him that the barrel had an actual lump in it.
     
  2. doubleh

    doubleh Member

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    I grew up northeast of Andrews up on the caprock. No accents at all for a wide region around Andrews including where I live northwest of it now.
     
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  3. Armybrat

    Armybrat Member

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    I’ve bought maybe 20 Rugers over the past 60+ years and never had to use their customer service.

    My sister in law was born & raised in Temple, Texas.. and sounds exactly like Paula Deen.
    My California born wife, who has lived in Central Texas since 1949, doesn’t sound like Deen at all. Just a mild Texas accent.
    Being an Army brat and raised all over, I don’t have any kind of accent. At least to Americans. My British friends disagree.
     
  4. Trey Veston

    Trey Veston Member

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    I used to work with a guy that was born and raised in New Zealand. He had a hot sister that would come to the job sites and bring him lunch. They had both been in the states for about ten years, yet he had no accent and hers was still beautifully thick.

    Pretty sure she knew it drove the guys nuts, so she consciously retained it, while her brother probably got teased as a kid for his, so it went away.
     
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  5. Trey Veston

    Trey Veston Member

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    Still no email a week later, so called Ruger Customer Service. Called the exact number that I was supposed to. I gave the nice woman my confirmation # from the earlier call, and she promptly transferred me to the service department. I gave that very nice lady the confirmation number and she transferred me to the rifle service department. Then gave that nice lady the confirmation number who then transferred me to the parts and accessories people, who I had called in the first place.

    That lady finally agreed to look up my order to confirm that it was processed. It was, and sent out the next day, but it was in transit and delayed by the USPS.

    I mentioned that I was supposed to get an email to confirm my order and never received it. She just replied, "hmm.."

    Not sure how I can call the proper number, give them a confirmation number, and then be transferred around in a circular fashion back to the original number.

    I worked in customer service in a call center-type environment years ago. Telling the customer you can't help them then blindly transferring them is called a "cold transfer" and is frowned upon and a sign of a lazy or burned out employee who doesn't want to be accountable or take ownership.

    What should be done is a "warm transfer", in which the employee stays on the line when they transfer the customer, then conferences in the customer and the person they are transferring them to in order to introduce the customer, explain why they are calling, and confirm that the person they are transferring them to is the proper person.

    That is the preferred way of treating customers and how the best companies customer service people handle calls. It prevents the endless transfers I encountered both times I called Ruger.

    Odd that Ruger does not practice this most basic of proper customer service practices. Could be a sign that they are just overwhelmed and burned out.
     
  6. Poper

    Poper Member

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    Yah, sure, you betcha...! :rofl:
     
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  7. Poper

    Poper Member

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    Well, it's really common in western MN and eastern ND. I spent 10 years there (1976 - 1986) between the USAF (GFAFB) and college at NDSU.
    "Yah, sure, you betcha!" Was very common among the native Polacks, Swedes and Norwegians. Great independent people that would drop everything to lend a guy a hand and then would give you the shirt off their back. Small Town America personified!
     
  8. LeftyRed

    LeftyRed Member

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    WCH OH
    Every time I used Ruger’s CS it’s been very satisfying. Latest was my BH 40/10 Convertible. Looked like someone polished it with a rock. Free shipping and a nicely polished pistol back in one week.

    Lefty
     
  9. herkyguy

    herkyguy Member

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    Solid first experience with Ruger customer service. GP100 with maybe 3500 rounds of mostly lead .38 spl and carried in a shoulder holster for years working land. Last fifty rounds through it, the cylinder was slow to turn, locked up once, and I noticed some fore/aft movement when the cylinder was open and if pushed forward or loaded with the barrel pointed down, it wouldn’t close.

    Took the crane assembly/cylinder apart. I’ve cleaned that gun every time I’ve shot it, but never took down the cylinder. Needless to say, it was gunked up bad. Cleaned it, reassembled, but cylinder still had the fore/aft movement and wouldn’t close unless pushing the cylinder rearward.

    Called Ruger. Shipping label that day, mailed it off via FedEx for no charge. Email two days later that they’d received it. Three days later they shipped it back, half a dozen internal parts swapped out with a note about cleaning the star extractor if you shoot a lotta lead.

    Only downside is I can tell there are some new parts in there, not as smooth locking up. But then again, it works as advertised. Very happy.
     
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