Taurus Customer Service Rant

[Highland Ranger]

Contact Tom Gresham from Guntalk as well - he's a big fan of Taurus - has Bob on his show all the time. He's on this board as well under the user name "Guntalk".

 

[WeThePeople]

Well, I just heard from Taurus. If they don't get the parts that they need in the next week, I am told that I will get new PT145. Whoopee! I honestly hope that it doesn't break as well. I really don't want to put up with this again!

 

[Bobo]

WeThePeople,

That's good news (if they do as they say they will).

So, it took Taurus service over a month to respond to your letter to the President? That's just as bad a their turn-around time on repairs. Doesn't give me a warm and fuzzy feeling about Taurus.

Bobo

 

[Shadowangel]

It probably took time to even hit the president's desk. Letters sent directly to a president or ceo are rarely opened by that person. The secretary opens it, reads it, and sticks it in a stack of other complaints or compliments, and the president gets it days later.

 

[cracked junior]

i think winchester has it the worst on turn around time. i got a model 70 223 wssm a few weeks ago. after shooting it with factory ammo, the bolt would be super stiff. almost to where it wont lift up. i called the service center. after pushing all the options i talked to a guy. he said they can fix it but it will be 2 months to a year. i said i will think about it, actualy thought about trading it off but i tried somethings first before i condemned the rifle.

i have now ruled it to be factory ammo. the sticking ammo is 55 grain. i tried some factory 64 grain.. its fine with the 64s. i put the 55 back in to try it. it was stiff still. after inspecting the 55 brass. i found one with a cracked case, and many more with lines around the case mouth and shoulder, that are problaby tiny cracks that didnt open up.

 

[WeThePeople]

I should have mentioned that they did not contact me, I contacted them. It has been over a month and there has been no response to my letter to the president of Taurus. I waited a month and then called for a status report. Of course, they wouldn't let me talk to the president or his office so I had to speak with customer service.

 

[XDKingslayer]

WTP, I honestly think it's time to have an attorney send a registered letter to the President asking for the gun to be returned repaired to your approval or completely replaced in 2 weeks. Considering the amount of time they have had it, it's not out of line.

 

[tinygnat219]

Ok,
Thought I would resurrect this thread as a result of a conversation I had with Taurus on Friday.

Here's the "what happened to me" timeline:

Mid-April: Fired +P Corbon SD 185 GR JHP out of my Millenium Pro PT145. That was MY mistake, as it clearly states in the manual NOT TO FIRE +P ammo. Otherwise, the spring starts to compress wrongly and start coming out from the slide. Firearm now not safe to fire as gun won't go into battery. Ok, my fault. I got it. Called Taurus to order the Captured Recoil Spring Assembly (guide rod and recoil spring in one nifty unit) and explained what happened. I got the lecture on how NOT TO FIRE +P ammo in the gun. I ordered the part I need ($4.85 + shipping). This definitely beats spending 40 bucks on overnight shipping for a total cost of 9 bucks. Was told part was backordered and would be in at beginning of May. Cool, I can wait.

Beginning May: Call Taurus b/c my credit card hasn't been charged, just wanted to make sure I gave them the right info. Yup, I did. Part is backordered, won't be in until mid to end of May 2-4 weeks. I sigh, and console myself with shooting 9MM instead. 9MM is MUCH cheaper. Must investigate this further. Woken from rumination, they ask me to send it in, I said no, I know what the problem is and I don't need a 40 dollar express shipping bill to go with my previously well-deserved lecture (see "Mid-April").

End of May: Call Taurus to see when the part will be shipped. "Still backordered" 2 weeks until it is here. I ask what the problem is, and they state that demand for the new PT145 is tremendous and Brazil is having a hard time keeping up with demand. I agree that gun is nice and I hang up.

Beginning June: No part yet. Call Taurus, see "End of May" exact same conversation. Wierd. I looked up winning last month's winning lotto numbers and played them for a week "Just in Case". No luck.

End June: No part yet. Call Taurus started getting same response. Asked to speak to supervisor. Supervisor has to be brought up to speed, but states that they are completely dependent on Brazil. I state that waiting for a part since April is ridiculous. He states that a huge parts shipment is supposed to come in "next week" and that my part should be part of that. At this point, I tell him I have been getting the run-around of lack of part availability. I ask him to take one out of a new gun and ship it to me. He says he will see what he can do, and that I won't need to pay for the part. Will call back in a couple of weeks to confirm.

Summation: DON'T FIRE +P ammo in one of these. My PT 145 was working just fine with the standard pressure rounds. Taurus generaly makes good guns, but their parts / logistics support has GOT to get better than this. Mylanta, we are talking about a $4.85 part that they should have in stock.

Ok, here's an update, and a hint to deal with these guys.
Got my Capture Recoil spring guide yesterday. Installed it and shot 100 NON+P rounds through my PT 145 last night. It worked out well. Thus ends my current Taurus Saga.

Call and try to talk to Christian, he's one of their managers. Call at least once a week until you get something in return.

 

[Troutman]

Oh! No! Not again!

 

[tinygnat219]

Not what again? It only took me 4 months of phone calls, cajoling, and leaving polite voice mails only to never get the calls returned for me to get the $4.85 part for a gun I had had less than 3 months.

The CEO of Taurus is getting a letter.

 

[Troutman]

<<Not what again?>>

This thread, on complaints…… on Taurus.

<<It only took me 4 months of phone calls, cajoling, and leaving polite voice mails only to never get the calls returned for me to get the $4.85 part for a gun I had had less than 3 months.>>

You’re a better person about it than I am. Or should say… I was about it.

Take the way I’m going to say this to you as how you want…
You remind me of how my wife handles these types of problems. And she knows me. Enough (for her to handle it than me) to be more diplomatic about it than I am. I’m the kind of guy….either, shet or get off the pot, attitude.
That sweet voice of hers….you think butter would melt in her mouth. She does not talk in that sweet voice of hers when she’s mad at me. That’s for sure!
It’s a good quality….to be like that though. But…..I’m not. I could not care, WHO you are!
Because….when it’s MY MONEY…..I’m doing YOU (Taurus) a favor. Your (Taurus) NOT doing me a favor. I don’t care if you THINK….you make the best quality guns. So do “other” gun makers out their as well. And you don’t have to put up with half the crap!
In my book, there are a lot of companies out their, make quality, pretty (secondary in my book), dependable guns.
What does set them apart is that warranty, more so, customer service. Some companies out their, don’t take it seriously.
I‘ll tell you….I’m not a loyal fan, customer of any gun company. I’m a loyal fan, customer of any gun company with GOOD (leave it at that) customer service.
That attitude of, take the money, and don’t know you after. I knew hookers that treated Johns’ with more respect!
Good night and good luck!

 

[WeThePeople]

Troutman:

Don't hold back buddy; tell us how you really feel!

Jim

 

[DRAEGER]

PMS.....?

 

[Troutman]

<<Don't hold back buddy; tell us how you really feel!>>

Well as another poster puts it.

<<PMS.....?>>

Yea,
(P)retty (M)uch (S)ucks…on how they do business and got (P)retty (M)uch (S)crewed, by them. Or so, they tried to. You better have Cindy Crawford or Kate Beckinsale as a C.S.Rep., if you want to make nice, nice with me. Otherwise it’s not going to work.
It goes beyond customer service. It’s just so happens that Customer Service. are the ones on the front lines. Like grunts. And taking the flak. Doing others’, dirty work. Corporates’ Puppets. Example: (from poster)

<<Supervisor has to be brought up to speed, but states that they are completely dependent on Brazil. >>

I don’t care if you’re dependent on Santa’s’ elves’! To make the parts for you!

It’s a manufacture problem, they have. Not (per say) a C.S. problem.
Mine (3 wks old at the time) was a Q.C. (manufacture) problem.
“And NO! I can’t wait and WILL NOT wait, another 2-3 weeks for it to be fixed”. Either, give me a functioning handgun, new or repaired, or give me, MY MONEY back! You (Taurus) did not have to wait months for the money, when I bought it.
“Someone…has to tell those, closet monkey spanking, corporate headquarters executives’, that its time to fold up the magazine, get out of the office, stop telling jokes, and step up to the plate. There’s a time and place for these things, now is not that time”.