Ruger Customer Service!

Rule3

Rule3

Member
Joined
Jan 26, 2010
Messages
10,563
Location
Florida
Used to be I praised Ruger for their customer service. I have sent many guns back to get fixed. No issue with getting a mail label

I have had a problem with my LCP Max with the mag dropping out, a while back I called them and they said try a new mag and they sent me one.
I now started carrying the gun again and a loaded mag will drop out (sometimes) So I called them to see about sending it in to replace the mag release and spring.

WELL, I was informed that the gun is over 2 years old (2021) and I will have to pay $45 to send it in!!. What???:what:
She did end up sending me a replacement mag release and spring that I can put in myself, gee thanks!

She said it has been like this for 5 years???

I have sent revolvers back to them that were well over 2 years old and they just sent a call tag no problem??

This suxs!

Edit the typo, the gun is 2021
 
Last edited:
Never had an issue with service on a bought-used Redhawk & Blackhawk (both .41’s), a 10/22 International, and even an abused Standard pistol that was in a flood. (They gave me all new interal springs and a new mag for free.)

But, the last service call I had was in 2020, so things certainly may be different now.

Stay safe.
 

Rule3 said:
Used to be I praised Ruger for their customer service. I have sent many guns back to get fixed. No issue with getting a mail label

I have had a problem with my LCP Max with the mag dropping out, a while back I called them and they said try a new mag and they sent me one.
I now started carrying the gun again and a loaded mag will drop out (sometimes) So I called them to see about sending it in to replace the mag release and spring.

WELL, I was informed that the gun is over 2 years old (2001) and I will have to pay $45 to send it in!!. What???:what:
She did end up sending me a replacement mag release and spring that I can put in myself, gee thanks!

She said it has been like this for 5 years???

I have sent revolvers back to them that were well over 2 years old and they just sent a call tag no problem??

This suxs!
Click to expand...
Maybe it makes a difference who answers the CS phone when you call.
 
stonebuster said:
Maybe it makes a difference who answers the CS phone when you call.
Click to expand...
Nope, I tried. I have sent a email, will see how that goes

The gun is 2021 not 2001, I had a typo error.

I can not find on their website anything about "over 2years old" I see the $45 charge but thought that was for elective repairs. Not for a ongoing issue?
 
Perhaps this is a test policy to see what the current crop of customers will accept. Since you have already been sent a new mag catch/release and spring, why not give them a try and see if they fix the dropping mags.

Personally, my MAXs both work ok - but they really are cheaply made and have never properly locked back on an empty magazine manually - always works live fire. I think they can't fix this, been through the CS route on that. I think their new policy (and lack of initial quality) will drive people away. Especially in the face of new offerings from S&W which I expect will (if it works) destroy MAX sales.
 
Both my Ruger Wranglers required multiple trips back to Ruger. The first time each went back for keyholing and terrible accuracy, Rugers response was "in spec".
The second time each went back, they went back with keyholed targets and a rather strongly worded letter.
Guess what...somehow the guns that had been "in spec" the first time they were sent back,
Were replaced the second time back to Ruger as being "dangerous to fire and unfixable".
:barf:
Oh well, they did give me a smoking deal on two SFAR's to replace them.
 
warnerwh said:
I called Ruger last week because the transfer bar on my Blackhawk broke. It will be here this week. No charge. I would rather replace things myself rather than going through the trouble to sending an entire gun in.
Click to expand...
how did you break a Blackhawk?
 
45/30-06OKIE said:
how did you break a Blackhawk?
Click to expand...
I can give you my experience. NM Super Blackhawk Hunter 41 Magnum 7.5". Sitting in my office before heading to range, dry firing the revolver, muzzle in the up position,. All of a sudden, heard something metallic hit the floor. Next dry fire was very smooth. Lowered the piece to inspect and found the "transfer bar" had broken. crawled around on the floor and found it. Waited for Ruger to open and called. Spoke to a very nice CS Rep about what happened. She asked for my email address, she sent me a prepaid label from UPS to return the piece, NO CHARGES. This was about 6 years ago.

Maybe, things have changed.
 
I've had good results, but have not used the service recently.

On the whole, I have found that customer service in the gun world is far better than outside of it, but I have always wondered how long that would last. I am sure such generosity is open to all kinds of abuse.
 
CaptHank said:
I can give you my experience. NM Super Blackhawk Hunter 41 Magnum 7.5". Sitting in my office before heading to range, dry firing the revolver, muzzle in the up position,. All of a sudden, heard something metallic hit the floor. Next dry fire was very smooth. Lowered the piece to inspect and found the "transfer bar" had broken. crawled around on the floor and found it. Waited for Ruger to open and called. Spoke to a very nice CS Rep about what happened. She asked for my email address, she sent me a prepaid label from UPS to return the piece, NO CHARGES. This was about 6 years ago.

Maybe, things have changed.
Click to expand...
Huh, interesting. I assume it hasn't had any issues since?
 
45/30-06OKIE said:
how did you break a Blackhawk?
Click to expand...
The transfer bar broke from use I guess. I noticed on a Ruger forum that others have had the transfer bar break also. I was just shooting it and after a reload I felt a piece of metal in my hand. Gun has only 3-4000 rounds through it however I have dry fired it a bunch. I think I will go through the trouble of putting snap caps in from now on.
 
stonebuster said:
Recently? I've been treated very well by Ruger CS in the past but not needed it in several years. Maybe things have changed.
Click to expand...
No, not recently. Maybe 10 years ago. A Blackhawk revolver in 45 Colt. Groups at 50ft using a rest about the size of a dinner plate. Was told "in spec".
 
You had to pay shipping, or pay Ruger $45 to look at it?

In 2019 my LCP (purchased in 2010) locked up with an empty piece of brass in the chamber. I had to pay shipping to send it back to Ruger, and after looking at it they said the gun was unrepairable and shipped me back a new LCP. I was happy with the experience. If anything I was mad at the government because a new gun/new serial number meant I had to pay my FFL $25 to do a transfer.
 
Too bad they've changed their policy in the past 5 years. I bought several used Ruger revolvers in the past confident they would fix any issues they may have on their dime. I sent an SP101 I bought privately second hand back to Ruger because of a bad trigger issue(hammer dog). They sent me a shipping label & fixed NC. I got it back in 8 days. Heard many similar stories.
 
I sent a message on their online ask a question, Have not heard back

Also, the ask the CEO is a joke,

If you are not happy with customer service, then ask the CEO. Well the CEO section unavailable!

Why don't you offer a lifetime warranty like other manufacturers?
Unfortunately, the law in this area is complicated and varies widely. Rather than provide a written "lifetime warranty" followed by a lengthy disclaimer (which is what many manufacturers do), Ruger has elected not to provide a written warranty.
Regardless, we sincerely value our customers and work hard to treat them fairly. If you have a problem with your Ruger® firearm, reach out to our excellent customer service representatives and I believe you will be very pleased with the result. If not, let me know.

The Tell The CEO submission form is currently unavailable. Thank you for your patience and understanding.

Tell the CEO

ruger.com ruger.com
 
I have quite a few different Rugers and am glad to say I have never needed their product support. Have a cousin that sent the same rifle back several times (never right), they wound up swapping it with another.

The "the complaint department is currently unavailable" is a new twist on this one.

1D387351-6ACB-4CB4-A073-4A4B690B6A88.jpeg
 
Like Jmorris I own quite a few Ruger firearms and none have needed returned. One of my grandson's brought me an old 10/22 that was given to him. It was problematic with extacting empties and it had no extractor, plunger, or spring. I called customer service and explained it was old and missing the parts when he received it and could I get the parts. The nice lady said she would send them right out and when I asked if she was ready for my CC number she said there is no charge.

This was well before covid hit. With our current government spending program most everyone is hurting from inflation and I suppose Ruger is too which might account for some charges now that were free in the past.
 
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