Ruger Horror Story, Customer Service, and Range Review

Discussion in 'Handguns: Autoloaders' started by tahunua001, Mar 14, 2017.

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  1. tahunua001

    tahunua001 Member

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    Hello all,
    Horror: a while back, through a series of missteps, trades, and snaffoos I ended up with a Ruger SR45. the original owner claimed he had only 100 rounds through the handgun, and when I received it, it only came with a single magazine, again the claim from the original owner was that it only came with one(a verified lie). well I took it to the range and ended up with at least 5 light strikes, a failure to eject, 2 failures to return to battery and zero lockbacks on last round out of 30 rounds. needless to say, the decision to send it to the factory was not a difficult one to make.

    Customer service:it was a pain to get ahold of them. I tried a few times but since their call centers are only open during my lunch hour, it was next to impossible to set up an RMA over the phone, which is the only method which Ruger will set up an RMA. eventually I sent a less than cordial email asking to please set up an RMA via Email because I could not get through to speak to a technician to set up the return. a few days later, they called me and in less than 5 minutes I had my RMA authorized and they emailed me a shipping label. the turn around time was fast, it was only at Ruger for 3 days before they emailed me the tracking information. I was worried that they were refusing to service it because I had been up front with the fact that I was not the original owner and the fact that I was under the impression that it had been tampered with. the handgun returned yesterday and I must say I was extremely surprised. Ruger replaced the entire trigger assembly, recoil spring assembly, and striker assembly, along with a laundry list of smaller parts. the form also stated that repairs were made to the barrel and that they test fired 40 rounds before shipping back. they essentially gutted the entire frame and slide assemblies and gave me all new internals. they did not mention any work to the original magazine, but did include a free second magazine. I was not expecting anywhere near this level of service given the circumstances. besides the headache of actually setting up the return, I could not be happier with the service A+.

    Range Review: I took it out today with the 3 magazines and decided to bring along my XDM45 compact that I haven't shot in a while. I must say I was not ready for the recoil, I've been shooting exclusively 9mms as of late and my 45s have been gathering dust and getting neglected so it took me a minute to get used to the recoil again. the SR45, although lower ammo capacity than I would like, is a great tool. I was extremely impressed by the accuracy at 10 yards. I did notice two issues with the handgun that I would like to point out, the magazine I sent back still fails to lock back on the last round. however, the new magazine they gave me, as well as a spare I purchased before the service trip both lock back with no problems, it's just that one mag. it's a minor annoyance so long as I mark the magazine so that it doesn't get mixed into a defense rotation(not that I'll probably ever carry this for defense). the other is something that I've been noticing with more and more of the semi autos I own, if you slam a fresh mag with the slide locked back, the slide will automatically drop. this saves time on reloads, but also creates a bit of a training problem for me, as that's something that some of my handguns do, but others don't so I will have to get good at using a slide release or not depending on the situation. overall I am extremely happy with the service, I think given the choice between a free 3rd mag, or a fully functional 2nd mag, I think I would pick the free one every time, especially considering the price of SR45 mags. other than those issues, the handgun functions 100%. i put 105 rounds of Jack Ross Reman ammo and some absolute garbage hollow point home loads I've been trying to get rid of and it didn't hiccup once.

    here is the first 30 rounds through the SR45 at 10 yards.
    [​IMG]
    here is 30 rounds fired from the XDM45(Ironically I used to shoot this handgun better than anything else in my collection)
    [​IMG]
    here is 30 rounds fired from the SR45 at 10 yards, followed by 12 rounds fired in double taps at 5 yards.
    [​IMG]
     
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  2. mjsdwash

    mjsdwash Member

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    nice. i had issues with a GP, and the woman on the phone was so rude, and pushy I never did send it in. I basically was told "if you have to ask you cant afford it" when inquiring about replacing a bent ejector. Eventually, I was told that the company would not sell replacements, and a minimum of 190$ installation charge, plus whatever the deemed necessary, plus two way shipping was my obligation. In the end it was close to 400$ for an ejector. A 6$ part. So I never did send it in. I hear their service is really great, but that experience made me loose interest in it. The refusal to sell support parts made me stop buying Rugers in general, except the models with huge aftermarkets. I assume if I called another day I would have gotten a better service rep, but the "we don't sell parts" is a well established policy.
     
  3. Hondo 60
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    Hondo 60 Member

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    Wow, that does NOT sound like Ruger CS. Sorry to hear of your experience.

    My personal experience with Ruger CS has been very positive!
    I've had to call at least 3x because of "less than intelligent things I've done".
    And the CSR has always been very helpful.


    tahunua001 - nice shootin' - keep up with the practice.
    Letting 'em collect dust is just bad mojo. :D
     
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  4. tahunua001

    tahunua001 Member

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    agree on not letting them collect dust. like I said I usually shoot 9mms, mostly because of an abundance of 9mm ammo, but also becaause I usually don't get much time to shoot and when I do I'm rushing and so it's easier to grab 100 rounds of 9mm than 45. also I have a larger stockpile of 9mm than 45 so I feel more comfortable shooting it and not having to worry about the next time I'll see it for a decent price.
     
  5. mjsdwash

    mjsdwash Member

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    I think your right. I hear I got someone on a bad day.
     
  6. Milt1

    Milt1 Member

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    I've sent several handguns back to Ruger. I've always said, I'm having this problem and they in turn have always provided me with an RMA, no problems at all! I would caution that they have several repair centers that handle different handguns so you need to know which center handles your particular pistol and make sure that you're contacting that center for the RMA.
     
  7. tahunua001

    tahunua001 Member

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    they are pretty thorough about pointing you to the correct call center on their website.
     
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  8. Barry the Bear

    Barry the Bear Member

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    Never had to contact Ruger before for issues, but I normally dont worry cause of their reputation, Im sorry your experience did not live up to that expectation.
     
  9. Cannibul

    Cannibul Member

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    You must have a long lunch hour. They're open 9 hours a day.
     
  10. Mike J

    Mike J Member

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    Out of 3 Rugers I have had an issue with one of them. My SR 1911 had rust spots under the grips. I cleaned it up once & it stayed gone for a while but reappeared after I had put some rubber grips on it. After it reappeared I called Ruger they E-mailed me a shipping label. I sent it off following their instructions. It was back about a week later & has had no rust issues since.

    I hope you enjoy your SR 45.
     
  11. Thunderchicken
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    Thunderchicken Contributing Member

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    I imagine what the OP meant was that his workday is the same as the call center's, so he can only call over lunch.
     
  12. Az-quailhunter

    Az-quailhunter Member

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    Sorry you had a bad Ruger experience. I own 5 Ruger firearms. 2 of them have been sent back in many years of Ruger ownership.
    They were absolutely stellar.....paid shipping both directions, repaired the 28ga. Red Label, got it back in two weeks.
    Sent the Super Blackhawk in for a "crooked barrel"....it was not correctly aligned and the front sight appeared cocked to the right. Brand new barrel and cylinder installed....again....2 weeks. Done Deal. My 2 cents ----best in the industry.
     
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  13. Shaq

    Shaq Member

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    You clearly illustrated the risk of buying a second-hand gun. Frequently, the original owner will consider himself a "gunsmith" & think he can improve a gun by "polishing" things & cutting coils off springs. He usually ends up with a gun that doesn't function, then he sells it as "Customized" to an unsuspecting buyer.

    I had a similar experience with a second-hand Sig P226 that had light primer hits-frequent misfires. I shipped it to Sigarms; all they did was smear grease on the gun & tried to charge me $50.00 for a "Professional Cleaning & Test Fire." And it still misfired. I gave them a choice - either refund or I'll dispute the charge & get a refund anyway. They wisely chose to give me a refund, then I made the gun shop take the gun back. The shop owner started to give me the "No Refunds" B.S. but changed his mind when I said, "Keep talking....I'll add the $50.00 I wasted shipping the gun to Sigarms & also provide you with some well-deserved advertising....free of charge." (A few customers in the store were listening)

    You have to talk to the right person...sometimes you'll get an employee who couldn't care less because he's just there to pick up his check & go home.

    Several years ago, I bought a new Wilson CQB. The sights were way off. I contacted Wilson & happened to get a rude, apathetic "Customer Service" person (just as you did). His solution was: "Just get a hammer & punch & move the rear sight yourself." I didn't want to bother with him. I wrote Bill Wilson & described my experience. I also said "I'm not a gunsmith & I'm not stupid enough to hammer on a $3,000.00 pistol that has a polymer coating. I'm sure you have the proper tools to deal with this issue." I received a phone call from Bill Wilson who apologized for his idiot employee. He had me ship the gun, they replaced the FRONT sight (which was the problem-it was the wrong height) & included two magazines to cover the shipping costs.
     
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  14. tahunua001

    tahunua001 Member

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    I don't count it as a bad ruger experience. I count it as a bad used gun experience. I end up with two types, amazing steals, and bent over a barbed wire fence by bigfoot, there's no in-between. I once bought a type I Arisaka on gunbroker, got it home and found that the stock was split from the bayonet lug all the way to the rear stock band. bought a "good" condition straight pull mannlicher carbine, there are 3 ping pong ball sized chunks of wood missing out of the butt stock area. 2 AKs, one with every problem you are told to look out for with WASR 10/63s from century, and the other has every problem you are told doesn't exist on a nice mid-to-upper bracket AK. you already know the story about the Ruger...

    ... then on the other side, I've got a springfield range officer with $400 laser sights on it for $650, a Beretta PX4 that I got for $100 and some junky 223 ammo I was never going to shoot, a Barreled action that I later learned was a 1903A4 sniper rifle that I got for $150, and a brand new Sig SP2022 with $150 worth of ammo for $400...

    I don't think I'm going to have anyone else pick up private party trade bait anymore thanks to the ruger, and from now on, no purchases unless I can lay eyes on it first, but otherwise, I've had just enough positive deals on used guns that I'm not willing to boycott just yet.


    oh and yes, I work the same hours as Ruger so I can only call on my lunch break. some people always so literal...
     
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