Some of you may remember my previous post and my damage from an overcharged reload. Well I sent it in as many suggested on here and other forums and even by my dealer. I found Ruger’s customer relations to be horrid at best. Now I said relations not service because I didn’t end up with any work done so I do not want to speak out of line.
My first clue should have been their response to my filling out there online contact form; Call. I then called to be told go online to find how to send the gun in. I tried to tell the woman that all I want to know if it is even possible to be fixed; but to no avail just told to send it in. That should have been my clue not to send it; a company no matter how big or small that offers any kind of customer service should be able to take a couple minutes to have a conversation.
So $52 later I sent it in NextDay air as instructed on the web, a week later I receive a letter notifying they have it. Almost 2 weeks later I receive a letter stating it’s been damaged due to Overpressure and cannot be repaired but we know it’s discouraging and are willing to offer you another gun for $354.64 but if has to go to a FLL. So add another $20 for me for paperwork. I only paid $429 for the gun new!! So I declined with a letter expressing my frustration with their customer relations, enclosed a check for another $52 to send it back and over a week after they cashed my check I now have my old gun back with another slap in the face letter of we will honor our offer for 30 days and no response to my letter as if to say we don’t care what our customers think it’s our way or nothing.
Maybe it’s just me but I found the experience a complete joke and a mark against Ruger. I was up front and honest with them, and all I wanted was the same in return. If they would have told me something like 'From the description the gun should be able to be repaired. Or From the description it most likely can not’ I would have been satisfied and sent it or not accordingly. I’m not a smith or a metallurgist I was looking for some simple direction not the standard company line “Send it in”. I could have sent it with lies and stupid stories to try and get them to fix it, I could have wasted much more of there time; I didn't. It would have saved them and me time and money if they could have given me 2 minutes in the beginning. Instead I’m out $104 from shipping this thing only to be told it’s from being over pressurized. DUH! I told them I doubled the charge. Thanks for nothing Ruger.
Don’t misunderstand I’m not trying to smear Ruger, they make great firearms I have 5 1/2 revolvers, 3 rifles of there’s and I even replaced the SP101 yesterday with another. But I do want to get word out that their customer relations SUCK and they need to improve it! It’s that lackluster arrogant type of attitude that looses people to the lower cost imports. If I wasn’t obviously a Ruger fan, they certainly would have lost me, but I guess on some levels they did.
Nickelboy
My first clue should have been their response to my filling out there online contact form; Call. I then called to be told go online to find how to send the gun in. I tried to tell the woman that all I want to know if it is even possible to be fixed; but to no avail just told to send it in. That should have been my clue not to send it; a company no matter how big or small that offers any kind of customer service should be able to take a couple minutes to have a conversation.
So $52 later I sent it in NextDay air as instructed on the web, a week later I receive a letter notifying they have it. Almost 2 weeks later I receive a letter stating it’s been damaged due to Overpressure and cannot be repaired but we know it’s discouraging and are willing to offer you another gun for $354.64 but if has to go to a FLL. So add another $20 for me for paperwork. I only paid $429 for the gun new!! So I declined with a letter expressing my frustration with their customer relations, enclosed a check for another $52 to send it back and over a week after they cashed my check I now have my old gun back with another slap in the face letter of we will honor our offer for 30 days and no response to my letter as if to say we don’t care what our customers think it’s our way or nothing.
Maybe it’s just me but I found the experience a complete joke and a mark against Ruger. I was up front and honest with them, and all I wanted was the same in return. If they would have told me something like 'From the description the gun should be able to be repaired. Or From the description it most likely can not’ I would have been satisfied and sent it or not accordingly. I’m not a smith or a metallurgist I was looking for some simple direction not the standard company line “Send it in”. I could have sent it with lies and stupid stories to try and get them to fix it, I could have wasted much more of there time; I didn't. It would have saved them and me time and money if they could have given me 2 minutes in the beginning. Instead I’m out $104 from shipping this thing only to be told it’s from being over pressurized. DUH! I told them I doubled the charge. Thanks for nothing Ruger.
Don’t misunderstand I’m not trying to smear Ruger, they make great firearms I have 5 1/2 revolvers, 3 rifles of there’s and I even replaced the SP101 yesterday with another. But I do want to get word out that their customer relations SUCK and they need to improve it! It’s that lackluster arrogant type of attitude that looses people to the lower cost imports. If I wasn’t obviously a Ruger fan, they certainly would have lost me, but I guess on some levels they did.
Nickelboy
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