Ruger has made it impossible to get through to customer service

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thomis

thomis

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I have a revolver with a cracked forcing cone. I need to send it in to Ruger. But first, they ask you to obtain an RMA; "Return Material Authorization" number. When I call customer service and press option 3 for technical assistance, you reach a recording that immediately disconnects the line when the recording is done. So you call back. Press either of the two options (1 or 2) and you are placed on hold, told you are caller number 5, and a recording keeps telling you if you press 1, you can leave a message. After waiting on hold for 20 minutes, I finally pressed 1, which went directly to the recording that disconnects you. This is <removed>. I have a serious need to reach customer service. They need to ante up and answer the phone!
 
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Unfortunately, you are probably going to have to stay on hold for quite some time with the volume of calls they have been dealing with on all things guns.

Make sure you check there hours of operation and check there time zone as well.
 
Don't call at a high volume time (ie mid-late afternoon) and you'll have better results.

I've called them twice in the last week and gotten thought both times and was wonderfully taken care of.
 
This doesn't match my experience late last year. Had in issue, called and requested an RMA. They tried to email me the shipping label, but had the wrong email address. I waited about an hour, called back, repeated the address and they instantly emailed me the shipping label. Turn around time was very quick. I thought they did an excellent job. (Of course, I'm slightly less of a fan since I've never needed their CS prior to this, but they handled it very well.)
 
How can this be? Isn't Ruger supposed to be one of the best in terms of customer service? There are many posts from members on this forum who say as much.
 
Ruger does have one the best CS out there. They're just REALLY busy right now. Sales have tripled! So yeah you probably are caller no. 5 and you'll just have to wait on hold.
 
Why not copy what you wrote in your OP and send an email to Ruger. I'm sure they'd appreciate someone informing them of a tech issue with their phones. And look at the bright side; enough discontent expressed by you equals AT LEAST a Ruger branded shirt, if not even a Ruger branded hat as well! Who doesn't want a free shirt and hat?:D
 
I e-mailed them about the availabilty of the SR1911 Commander and it took 2 days to get a response due to the overwellming number of calls and e-mails they are recieving. Not all contacts are for warranty and that just makes it harder for guys like you to get through. IMO Ruger has had one of the best warranty depts. for years. Everyone is having difficulty with the current market explosion, patience is a virtue, use it and they will make it right by you. :)
 
They're just REALLY busy right now. Sales have tripled!
Click to expand...

I guess Ruger must have forgotten to hire an extra handful more folks to answer their phones after they finished increasing their production...
 
I guess Ruger must have forgotten to hire an extra handful more folks to answer their phones after they finished increasing their production...
Click to expand...

They only have so many phones and room.
 
Best strategy for dealing with backlogged companies and gov't agencies while on hold on the phone is:

- Call during *their* business hours, start of their business day if possible

- Wait on hold with a speaker phone or equivalent hands-free technology (wireless headset)

- have an alternate task to usefully occupy your time for the next 20-120 minutes.

Reloading, surfing the web, reading come to mind...
 
rodregier is right...that's the only strategy. I actually got thru to Ruger's CS machine to leave a message for them, but they never returned my call. That was a month ago. Had a reason to contact Savage about warranty work a few weeks ago and had to wait 15-20 minutes to talk with someone. Once I had a human on the line, I received excellent service. Several years ago I had to send a shotgun to Ruger and the service was very good. I think they are caught-up in the panic and are being deluged with phone calls. Sorry you are caught up in it.
 
I was pretty surprised at how quickly I got through. I asked the nice lady if it was just luck, and she seemed to think that the middle/end of the week was better than Monday and "lunch times" in the various time zones were worse than early in the day.
 
I called them today with a followup. (Addressing the same issues as THIS thread.)

Called at about 1:45. There were five people in line ahead of me. I got through in about 10 minutes and had a very pleasant chat. No problems and as always they went above and beyond what I could possibly expect in CS.
 
A good friend of mine called today, said he was on hold for 3 minutes before he got a person who got things taken care of.
 
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