Ruger Customer Service

[Jonesy814]

I bought an SR22 pistol back in 2013. Somewhere around 2017 I found a good sale price on another magazine. While swapping out the flat base plate for the extended grip one, at the work bench in my basement, some small black plastic part went flying. I packed up the magazine and figured maybe I would find the piece someday. Since then I have set up a reloading room in my basement plus rearranged stuff down there, but never found it.
Last week I finally decided it was gone forever. I figured out that it is called a "magazine spring seat",, and gave Ruger a call. I was on hold about 20 minutes then a representative came on the line. I told her what I needed and that I had lost it. She asked for the guns serial number then had me hold a couple minutes. Upon reconnecting, she asked if it would be OK if she just sent me a whole magazine.I
I gave her my shipping info and hung up very satisfied. I got the magazine 2 days ago. Great first experience with Ruger customer service

 

[edwardware]

Sounds familiar, that's Ruger for you.

Now, you have to fabricate the part, yourself, using the other as a pattern. Only them will will the lost one appear.

 

[Riomouse911]

I sent a 10/22 RSI with a buggered screw that wouldn't let it come apart to New Hampshire 8 days ago, I got an e mail today it’s with a technician already.

My S&W has been in Massachusetts for over two months... and my check-up call there Thursday told me it’ll be about 4 more months before it is even seen.

Stay safe.

 

[Varminterror]

I sent a Beretta Neos U22 Pistol back for a recall retrofit three weeks ago. It took two weeks before they even showed receipt of the pistol into their system. Their site claims 12 weeks turn around time as STANDARD, but they told me to expect 20-24 weeks before it is repaired, and probably take another week or two in queue to ship back.

Not a great pistol, and certainly not one worth waiting half of a year for a recall repair, but here I sit...

 

[Milt1]

My experience with Ruger (I've sent back several pistols) has been top notch!

 

[Speedo66]

[QUOTE="edwardware, post: 11604171, member: 117624"Now, you have to fabricate the part, yourself, using the other as a pattern. Only them will will the lost one appear.[/QUOTE]

Assuming once you disassemble the new magazine, you don't lose the part a second time.

"Hello Ruger, it's me again." lol

 

[SDGlock23]

I've had to deal with them twice recently. I bought a SBH Bisley Hunter in 44 and it didn't come with rings, they sent me some. Just a few days ago I picked up a SBH 44 blued and got it home to discover the front sight was canted to the left. They sent me a prepaid label and now the gun is on its way back to be fixed.

 

[sparkyv]

I've sent two handguns back to the Mothership, and twice Ruger made it right. Excellent customer service.

 

[WheelGunMan]

My experience with Ruger (I've sent back several pistols) has been top notch!

Ditto! I've done the same..their customer service is top drawer!

 

[Scrod314]

I took apart a Mark III once when I was much younger and couldn't put it back together. I sent it to them and they put it back together and had it in my hands 10 days later. Great service!

 

[Waveski]

I have had 2 service experiences with Ruger ; both have been excellent. I would go so far as saying - could not have been better. The last exchange was 2 years ago.

Lately I have noticed , in my day to day interaction with folks over the counter and over the phone , an increasing tendency towards ineptness , sometimes bordering on incompetency.
I think that the constant barrage of negative media wailing and scare tactics , coupled with shifting personnel around as a result of partial closures , self quarantines , work backlogs and such , are taking their toll. "Working from home" is a big factor too. Lots of not well oiled machines , to borrow a phrase.

Ruger is a good outfit. You pulled a fairly rare short straw.

 

[Styx]

Ahh... I had a Ruger that crapped out right out the box. Failure after failure, and then the trigger went dead. It was a gift for my wife which made things even worse. Yea, yea, yea they had great CS and had the gun back to me in 3 weeks from when I dropped off at the Fedex on their dime.

I'm not happy that everyone else who only had minor and sometimes at fault issues got free stuff, and all I got was an "appreciation" note. Life is truly not fair lol.

 

[Pat Riot]

A few months ago I sent Ruger 2 original model .357 Vaqueros that I bought in ‘97 for Cowboy Action Shooting. I put thousands of rounds through those two revolvers. The only thing I ever did to them was replace the springs with Wolfe springs back in 2001 and clean them.

They felt “sloppy” as compared to my other 2 Rugers. The hammer pull was mushy as was the trigger pull. I sent them in to Ruger. They came back 2 weeks later with new pawls and new springs (factory) and they feel and shoot great. I gave them to my son-in-law.

 

[roque5]

Ruger customer service is tops in my book, I have a Mk2 that just was too fussy with diff ammo. Stove pipes were common so I sent it to Ruger, heck they even paid for shipping and it came back quickly and runs well now.

 

[Trey Veston]

Sure seems like every time there is a thread on Ruger's CS on various firearms forums, people come out of the woodwork to say how great they were in repairing defective guns.

It would be interesting to see just how many defective guns Ruger is cranking out compared to other manufacturers since the preferred scenario is a manufacturer not producing a defective firearm in the first place.

I have no idea how good Glock's CS is since I have never had to send back a defective firearm. To me, that is the BEST customer service; not making crap in the first place.

Yes, I realize a lot of examples are like the OP's in which they lost a part, or the user messed up something and Ruger happily fixed it. But it sure seems like a lot of folks are getting defective guns in the first place.

 

[Steve51]

About 3 years ago, I purchased a used single six .22 / .22 Mag revolver at my LGS. Once while cleaning the revolver, dropped it and broke the loading gate. I called Ruger to get a new loading gate but they told me I would have to send the revolver to them and they sent me a shipping label. Within two weeks, I have my repaired revolver back and they didn't charge me a dime. I think I had to pay to ship to them but don't really remember. That is the only time I have contacted their customer service.

 

[tubeshooter]

I have only used Ruger customer service once. I bought what is probably a first or second-year NM Blackhawk in .357 that would misfire occasionally. I sent it in for a function check, and Ruger refurbed the entire gun. Keep in mind - I was not the original owner of the gun. Somebody else had already shot a gazillion rounds through it.


I have always been grateful for this, and I show it by supporting them and buying their products. For whatever most other companies might have charged me to do what they did for free, they have probably easily gotten that back tenfold in repeat business from me. Ruger is top notch in my book.


[EDIT: I want to add that I truly appreciate a company that will take care of you pretty much regardless. Because ANY company can send out a defective or substandard gun "in the first place". If only we all were so perfect as to not ever do that...]

 

[Kookla]

Sure seems like every time there is a thread on Ruger's CS on various firearms forums, people come out of the woodwork to say how great they were in repairing defective guns.

It would be interesting to see just how many defective guns Ruger is cranking out compared to other manufacturers since the preferred scenario is a manufacturer not producing a defective firearm in the first place.

I have no idea how good Glock's CS is since I have never had to send back a defective firearm. To me, that is the BEST customer service; not making crap in the first place.

Yes, I realize a lot of examples are like the OP's in which they lost a part, or the user messed up something and Ruger happily fixed it. But it sure seems like a lot of folks are getting defective guns in the first place.

My guess is that it's probably cheaper for Ruger to fix/replace a defective gun than it is to have more stringent quality control, so they go that route. I don't know how much more that would cost to the end user, but perhaps it's enough for those people in the know at Ruger to do what they do.

During the past several months, I've had four go back to Ruger and they've been making good on all of them so far. My last to go back was a flattop convertible 45 that they sent me new as a replacement for a Redhawk with a faulty cylinder they couldn't fix. The flattop's bolt would stick in the cylinder notch with the 45 colt cylinder and not unlock every now and then. Hopefully that will be getting back to me soonish.

Also, Ruger makes a lot of guns, so I'm guessing the percentage of ones with issues has gone up because more are being made.

 

[defjon]

I sent them a a Ruger p89 that locked itself up something fierce during take down.

When they couldn't fix it they offered me a choice of various replacements at deep discounts.

And that's the story of the 400 dollar sr1911 that I shouldn't have sold.

 

[Heir Kommt Die Sonne]

I dealt with them last year when my Ruger Vaquero broke a small part. Don't know what it's called but it's a rod shaped piece. The gun wouldn't cock.
I sent it to Ruger, and although they suggested either a $300 dollar rebuild fee, or giving me a new gun for a discounted price, someone there still fixed it back to working condition. I was pleasantly surprised but thankful. I still have their return letter.

 

[mrmike7189]

Never an issue and I've owned a lot of Rugers(still do) .yes they have quick turn around time

 

[buba68]

Quick turn times from Ruger. They have increased their Customer Service team by doing away with their QC department and moving them into the Customer Service team.

 

[edwardware]

Sure seems like every time there is a thread on Ruger's CS on various firearms forums, people come out of the woodwork to say how great they were in repairing defective guns.

Are you familiar with the Bathtub Curve?

I'm addition to plain old reliability enginerding, guns are odd in that the vast majority are used very infrequently after the first outing or three. Even if the occurrence of problems was randomly distributed (which it's not, see above), the discover of problems would be very heavily biased toward the first weeks after purchase, since the vast majority will rarely see the light of day after that.

We the few who actually use our firearms on a regular basis are very unusual.

 

[Styx]

Quick turn times from Ruger. They have increased their Customer Service team by doing away with their QC department and moving them into the Customer Service team.

Well it's smart. People seem to be okay and give a pass to issues as long as there's a quick turn around vs there being less problems and slow turn around. I reckon is Ruger reduced there lemons by 90% and increased there turnaround on warranty claims by only 10%, they'd get more complaints and bad press even though they're actually doing better.

I've had more issues with Rugers and see more threads patting Ruger on their back vs other companies. I guess people are happier having a lemon that gets fixed and returned fast vs having less lemons and longer return times. Then you get a bunch of people raving how great CS is that will over shadow the fact that the company is putting out more crap than the competition.

 

[Pat Riot]

Then you get a bunch of people raving how great CS is that will over shadow the fact that the company is putting out more crap than the competition.

If the competition is S&W I would say that Ruger puts out a better product these days. At least regarding revolvers. My last 3 new S&Ws have had issues. One went back 4 times in all.