Ruger Customer Service

[fas111]

A couple of years ago the trigger on my mk1 broke in half. I sent it in for a replacement. Mind you I purchased the pistol in 1971. Customer service called, told me no new triggers available, would it be ok to install a used one. Of course I said. They said they would refinish the pistol at no charge because they could not provide a new part.

 

[DTL]

All went very well, 10 day turn-around total, all repairs completed and all functions as designed. Great customer care, Mayodan NC facility got it right.

 

[.308 Norma]

It seems like I've told the story before about how I bought my Security Six, used, a few years after Ruger had quit building Security Sixes, and I knew full well it had trigger and/or hammer problems - some bubba had done some kitchen table gunsmithing on it.
Anyway, before I even fired it, I boxed it up and shipped it back to Ruger along with a letter explaining I'd purchased the gun used knowing it needed work, and I would pay for the repairs. A few weeks later the gun came back to me completely repaired - no charge. And after all these years, I'm still shooting it.
Unfortunately, I've heard Ruger doesn't even have parts for their great "Six" line of revolvers anymore. So I don't know what I'm going to do if and when my old Security Six eventually breaks down.

 

[slowr1der]

Ruger customer service is exceptional. They have some of the best in the business.

 

[doubleh]

Although I own sever Rugers my only experience with their CS was trying to order the extractor parts for an old 10/22 that one of my grandsons had received as a gift without the extractor I explained what I needed, why I needed it, and tried to pay for them. Nope. we will send them for no charge and they did. They can be quite persistent about recalls though. I bought one of the early MK IV pistols and had already installed Volquartson trigger parts when the safety recall happened. I spent quite a bit of time and effort trying to make my gun fail like it was said to do but it refused to and worked just like it was supposed to so I ignored the recall, twice. I got a phone call asking me to please send the gun in and I explained there was no need and declined to send it. I then received a letter asking me to sign a statement that I had declined their recall and did so which put the matter to rest. I suppose their lawyers were finally satisfied.

 

[MedWheeler]

I contacted Ruger regarding failure of my ten-round magazine for the LCP-MAX to lock the slide back after the last round is fired (it works fine in dry-cycling, but never in live-fire.) I told them that I also had a 12-rounder that functions properly.

The CS form would not accept the serial number of the gun in the space allocated; kept saying I had not entered it exactly as it should appear, so I had to include it in the comments field. The first contact apparently missed it and responded asking for it. Having to go through the form instead of a direct email exchange is less convenient, but workable. My second attempt got them to identify the serial number (still can't put it in the form) but they replied needing attestment that I am a US citizen to receive a replacement magazine. Again, going through the site, I let them know that I am, and that the address (which they already had) to which the magazine would be sent is indeed located within the United States.

I just got a response yesterday that they are satisfied and are sending a replacement 12-round magazine.

If that's what I get, so be it. I'll just swap the followers between one of the 12-rounders and the ten-rounder, and maybe do a bit of spring-stretching and see if that gets me at least one of each that works.

 

[Rule3]

Good customer service is a service that rarely has to be used.

Nonetheless, they do make it right.

Unless of course it is Dillon, then everyone has to hear about it and how great they are!

I used to think SW was one of the best, but feel Ruger has surpassed them in many ways.
Not that I need any more guns but if I do it will be a Ruger or SA.

 

[dranrab]

The best customer service a manufacturer can provide is a product that doesn't need additional customer service. That's where Ruger falls abysmally short.

 

[Dale Alan]

That's definitely a bummer. Have you contacted Ruger about that? I sure would.

I took it right back to the shop I bought it from and "Traded" it in for another model , They offered to send it in to Ruger for me , I told them I was leaving with another 10-22 or a complete refund . I ended up with a Mannlicher stocked version , I was still bummed because I had wanted one of their Target/Varmint rigs for a long time .

 

[stonebuster]

It seems like I've told the story before about how I bought my Security Six, used, a few years after Ruger had quit building Security Sixes, and I knew full well it had trigger and/or hammer problems - some bubba had done some kitchen table gunsmithing on it.
Anyway, before I even fired it, I boxed it up and shipped it back to Ruger along with a letter explaining I'd purchased the gun used knowing it needed work, and I would pay for the repairs. A few weeks later the gun came back to me completely repaired - no charge. And after all these years, I'm still shooting it.
Unfortunately, I've heard Ruger doesn't even have parts for their great "Six" line of revolvers anymore. So I don't know what I'm going to do if and when my old Security Six eventually breaks down.

I'd look for one to use as a parts gun. Judging from how many are still in circulation, I'd doubt you'd need repair again. I kept away from the Six Series guns until the last couple years due to Ruger non support. I got three just before the prices shot up and they're in great shape. I doubt I'll have to, but I could scavenge one for parts if need be. I'm 71 so I expect some lucky person will be shooting them long after I'm gone. As to Ruger CS, I had to send two back(so 101 & GP100) and got them back fixed NC with turn around of @8days which seems typical.

 

[Neo-Luddite]

Only had one dealing with them about two years ago. Finally bought a PC9 Carbine and discovered the front sight hex screws were loose after only 100rds or so out of the box---and in fact one was already missing. I thought I might encounter some minor issues but the gentleman at Ruger CS couldn't have been nicer---didn't even ask for the serial number. I had new screws in two days and used a little Permatex on reassembly.

BTW...The Ruger PC Carbines are now available in .40 as well and are an absolute joy to shoot. I highly recommend them!

 

[epags]

The best customer service a manufacturer can provide is a product that doesn't need additional customer service. That's where Ruger falls abysmally short.

I am sure there isnot any manufacturer who can provide a product that doen't need additional customer service.
I have four Rugers (9mm, 38 spl LCR, Mini-14 (2) and Mark 1 22LR) Never have had a problem and we are talking years. On the other hand Colt put out some 1911s with soft steel receivers and charged to fix (since Colt Industries went through a couple of buy outs which allowed then to waive any warranties from earlier sales).

Unless of course it is Dillon, then everyone has to hear about it and how great they are!.

Absolutely agree about Dillon. No failures but three worn out parts replaced at no cost.

 

[murf]

I'll just swap the followers

can you let us know if that works. lots of people having problems with slide lock.

murf

 

[Tirod]

The best customer service a manufacturer can provide is a product that doesn't need additional customer service. That's where Ruger falls abysmally short.

I haven't found a maker in the last 30 years who can afford to build every gun error free and still have a competitive price. I don't know of any without a stinker in that time. The American gun buyer's expectations of quality are sadly out of touch.

In 1963 Winchester was still making parts so badly their labor costs to hand fit each to get it working was driving them into bankruptcy. They bit the bullet, installed and enforced higher production standards, replaced expensive parts with easier and more precise stamped ones, and survived. The collectors 20 years later started up paying more for the older, low quality but hand fitted guns as if they were bespoke custom made items. The reality is replacing a part on them takes a gunsmith to insure it works correctly. The later guns offered a lot more drop in reliability.

Since I have become aware of this, I no longer regard the observations of the average gun owner about what constitutes quality control with much credibility. Having worked in production in a factory making parts for various automotive lines, on a 100 ton Amada brake press, I find that general knowledge of what "tight tolerances" and the reality of stack tolerance and clearances are vasty misunderstood. This goes to: Most Americans now have never worked production in a plant. In the 60's, it was common. LIke working a team of mules to plow ground, tho, that trade has been largely superceded. We simply don't have an accurate idea of what making things is really all about. Walk down the aisle of the nearest store and find American made hand tools, a made in America toaster, or even a running shoe made in the USA. The DOD had to find money to get a plant up and running for that - required by law, but none for years. Considering the large number of gunmakers no longer in business, and that the bulk of military and LEO sales are from companies that were originally from Europe, not the US, we are lucky to have Ruger left.

Ruger does have exceptional customer service and I am happy to hear they will ship parts direct. That has been described in the past as rare, and it reflects some of the changes that the newer management has installed along the way. The issue with many gun owners is expecting bespoke quality from commodity guns. If we are paying $499 for an auto pistol in a market where custom 1911's with damascus slides sell for $9500 and up, I see it as just a little underinformed. Yes, we work hard to make those few hundred dollars, no, even a $89,000 pickup truck will have TSB's and even recalls on it as it rolls off the lot.

Sometimes we get higher expectations than we should. Like, Congress for instance . . . talk about abysmal.

 

[DTL]

As an update: I've had the LCPII to the range twice since repairs and it functioned flawlessly through over 100 rounds FMJ and 20 rounds ARX defensive rounds. I'm beginning to like shooting it more and more, getting better with the LaserMax Gripsense as well.