My experience is that they are excellent guns until they break. Their CS ran me through many, many flaming hoops when my 617's cylinder stop stopped stopping the cylinder. What really burned my butt when jumping through the many, many flaming hoops is that I was the original owner and the revolver was almost brand new.
Taurus Customer Service Rant
- Thread starter WeThePeople
- Start date
- Status
I sent my two year old M-850SS back to Taurus repair service the first week of February 2007. The ejector star was defective and the gear teeth were disintegrating, chunks breaking off and cracking. Took it to my Smith and he said that the piece was shot and probably never saw the heat treatment process. I took excellent care of it, and rarely fired +P rounds through it. So it wasn't because of improper care. Anyway, I sent it to Taurus repair, got a receipt of delivery from them a month and a half later but no news accompanied it. I have tried on multilple occasions to call them and have never received an answer, never!! I then resorted to sending them faxes, and as expected, no response! Why don't they offer an email customer service address??? Their website shows a repair status link that states it is going to be functional at the end of 2006!! What's wrong with this picture?? They have kidnapped my pistol and I'm beginning to wonder if I'll ever see it again. You can bet if I owed them money and had possesion of my pistol I would've been turned in to collection by now. They have got the WORST customer service of ANY company I have ever done business with. I have done everything except physically go to their offices in Miami and don't find that feasible at this time. I should've purchased the part and replaced it myself. But who knew that this would happen? It will most certainly be the last Taurus I ever purchase. I'm sure there are decent quality firearms from them but if you ever have a problem with it, you may wait your "Lifetime" to get it back.
aaronrkelly
Member
- Joined
- Sep 11, 2005
- Messages
- 1,087
tig56
You have to keep on them....call all the time, keep calling. I got hung up on several times and just kept calling back.
Your literally going to have to brow beat your gun out of them. Just remember that next time your buying guns.
Took me 6 months to get my gun back.....
You have to keep on them....call all the time, keep calling. I got hung up on several times and just kept calling back.
Your literally going to have to brow beat your gun out of them. Just remember that next time your buying guns.
Took me 6 months to get my gun back.....
Thanks !
I appreciate your reply. I swear I can't believe how difficult this whole process has been. There is no excuse for treating your customers this way and ineptitude is not a valid excuse either! They've got a big purple gorilla loose on their backs and instead of caging the damn thing they're turning around and letting the SOB go after their customers. For those diehards that get upset after reading these posts, I can assure you that my intent is not to bash Taurus. I've given them every opportunity to make things right, as have everyone else on this forum. They are bashing us, the customer and obviously have no concern or consideration for the people that are keeping them in business in the first place. Send the whole lot of them back to Brazil, they're not doing the US market any favors. I'm not the least bit satisfied with their treatment and anyone that tries to defend them after all of the complaints I've seen posted across all the various gun forums haven't had the displeasure of being treated like they treat the majority of their customers. Sometimes the truth hurts...
I appreciate your reply. I swear I can't believe how difficult this whole process has been. There is no excuse for treating your customers this way and ineptitude is not a valid excuse either! They've got a big purple gorilla loose on their backs and instead of caging the damn thing they're turning around and letting the SOB go after their customers. For those diehards that get upset after reading these posts, I can assure you that my intent is not to bash Taurus. I've given them every opportunity to make things right, as have everyone else on this forum. They are bashing us, the customer and obviously have no concern or consideration for the people that are keeping them in business in the first place. Send the whole lot of them back to Brazil, they're not doing the US market any favors. I'm not the least bit satisfied with their treatment and anyone that tries to defend them after all of the complaints I've seen posted across all the various gun forums haven't had the displeasure of being treated like they treat the majority of their customers. Sometimes the truth hurts...
MassMan
Member
Dawgfvr, I disagree! I don't care how many guns I own, when one fails I want quick service. The bottom line for me is customer service, whether it's a gun, truck, tool, etc. I often pay a little more an item from one dealer than another because I know I will get the service I need quickly from that dealer. That being said, I had a Taurus go back twice before the problem was fixed and each time it was about 5 weeks (that was in the 80's) I had a recall on a S&W 1911 when they first came out for a possible issue with the safty. I live 20 min away from the factory and decided to bring it in rather than mail it. I was told a week max. I called twice a week after the 1st week, and continued until I reached the end of week 3 when I demanded to speak with a manager. This gentleman checked and told me my gun was ready 2 days after I left it. I explained I had repeatedly called to check on the progress and told him the dates I called and gave him the names of every person I spoke to. He apologized and said he would try to make it up to me. When I picked up the gun later that day I found 4 Wilson Combat mags with my gun. I realize there is human error in service departments, but that really made up for my wait. Will I buy another Taurus, probably not. Will I buy another Smith, Absolutely!
Highland Ranger
Member
two comments:
1. you get what you pay for and
2. Smartgun
Seems like every time I open a gun rag or watch a gun show on tv they are pushing the damn things though . . . . . great marketing.
1. you get what you pay for and
2. Smartgun
Seems like every time I open a gun rag or watch a gun show on tv they are pushing the damn things though . . . . . great marketing.
WeThePeople
Member
Update on the OP
So, I called Taurus yesterday to check on the status of my PT145 because I should have it by now.
These aren't exact quotes, but are my best recollection of the conversation. I am just using the quotations to set out our conversation from the current rant!
The customer service representative informed me that it is "currently waiting for parts." "Ok" I say, "let me get this straight. You've had my gun for 10 weeks and sometime in the last two weeks, you decided that you needed to order the part?" "It took two months for Taurus to figure out that the gun that it manufactured needed a part?" The very nice rep said that she is "not sure why, but that seems to be the case."
So, I ask "how much longer before you get the part?" and she replies "I don't know, but maybe two weeks?" Yes, she asked me! :banghead:
So I ask, "how long after that will you fix it?" and she tells me, "I don't know, things are pretty backed up."
So, I ask her to check on it because at this point, they have had the gun for something like 10 times longer than I had. She says that "I'm not in the service department and have to rely on what they enter into the system."
I can't freakin' believe it! The people answering the service calls aren't even in the same location as the freakin' service department?!?! What the heck is going on over there?
I'm fed up at this point. I really liked that gun and my wife and I both realy like her .357, BUT, I would much rather pay double for a gun and not have to deal with this kind of %$#@!
Oh yeah, I am in NO WAY 'bashing' Taurus. I like their guns. I just think that they had better fix their service system because I have no doubt that very few people who have the problems that I am having ever buy another Taurus product.
Thanks for giving me a forum on which to rant!
Jim
So, I called Taurus yesterday to check on the status of my PT145 because I should have it by now.
These aren't exact quotes, but are my best recollection of the conversation. I am just using the quotations to set out our conversation from the current rant!
The customer service representative informed me that it is "currently waiting for parts." "Ok" I say, "let me get this straight. You've had my gun for 10 weeks and sometime in the last two weeks, you decided that you needed to order the part?" "It took two months for Taurus to figure out that the gun that it manufactured needed a part?" The very nice rep said that she is "not sure why, but that seems to be the case."
So, I ask "how much longer before you get the part?" and she replies "I don't know, but maybe two weeks?" Yes, she asked me! :banghead:
So I ask, "how long after that will you fix it?" and she tells me, "I don't know, things are pretty backed up."
So, I ask her to check on it because at this point, they have had the gun for something like 10 times longer than I had. She says that "I'm not in the service department and have to rely on what they enter into the system."
I can't freakin' believe it! The people answering the service calls aren't even in the same location as the freakin' service department?!?! What the heck is going on over there?
I'm fed up at this point. I really liked that gun and my wife and I both realy like her .357, BUT, I would much rather pay double for a gun and not have to deal with this kind of %$#@!
Oh yeah, I am in NO WAY 'bashing' Taurus. I like their guns. I just think that they had better fix their service system because I have no doubt that very few people who have the problems that I am having ever buy another Taurus product.
Thanks for giving me a forum on which to rant!
Jim
JohnBT
Member
"BUT, I would much rather pay double for a gun and not have to deal with this kind of %$#@!"
There's no guarantee that 2x the money will result in a different outcome, but I agree with you anyway. FWIW, I've never owned a Taurus.
My first thought was that they don't have the part in stock and they're waiting on the factory to do a run of the part they need. Things happen, like somebody forgetting to order a part they're running short of...and then they run out.
John
There's no guarantee that 2x the money will result in a different outcome, but I agree with you anyway. FWIW, I've never owned a Taurus.
My first thought was that they don't have the part in stock and they're waiting on the factory to do a run of the part they need. Things happen, like somebody forgetting to order a part they're running short of...and then they run out.
John
aaronrkelly
Member
- Joined
- Sep 11, 2005
- Messages
- 1,087
Keep on them about that two weeks.
They kept telling me they were waiting for a part from Brazil and it would be 2 weeks, I heard this for close to 6 months.
Finally I had enough and asked for the contact information for their legal dept so I could turn this over to my lawyer.
They promptly sent me a replacement gun.
However it was also defective, I sold it at a loss.
Keep calling.....document, take names.....perhaps take recordings. Mark my words you will hear "2 more weeks" again......and again......and most likely again.
They kept telling me they were waiting for a part from Brazil and it would be 2 weeks, I heard this for close to 6 months.
Finally I had enough and asked for the contact information for their legal dept so I could turn this over to my lawyer.
They promptly sent me a replacement gun.
However it was also defective, I sold it at a loss.
Keep calling.....document, take names.....perhaps take recordings. Mark my words you will hear "2 more weeks" again......and again......and most likely again.
mpmarty
Member
Gee, lets see.... Taurus sold 1.2 million guns in the past five years. twelve thousand of them are junk and all twelve thousand buyers are here on THR. OK that's only one percent of production which means that ninety-nine percent of their guns work flawlessly. I'll take those odds.
JohnBT
Member
In 2004 Taurus International only made 12,248 pistols in the U.S., so maybe they're all bad? 
www.shootingindustry.com/Pages/SpecRep2.html#Anchor-47857
www.shootingindustry.com/Pages/SpecRep2.html#Anchor-47857
WeThePeople
Member
My service comparison: In approximately 1996, I sent my 9mm Smith & Wesson in because the extractor quit. I had it back the NEXT WEEK!!!!
I wouldn't mind if Taurus took 12 months if they would just tell me, "sorry sir, but your gun won't be ready for 12 months." It would stink, but at least I could quit playing this game.
I wouldn't mind if Taurus took 12 months if they would just tell me, "sorry sir, but your gun won't be ready for 12 months." It would stink, but at least I could quit playing this game.
Holydoc
Member
mpmarty,
Your logic would be correct if every Taurus owner who had a broken gun and sent it to be fixed were on this forum or included in your 12K estimate. However since that is not true, then neither is your 1% estimate. Since the only stats we have are the people that visit this board, it seems highly likely that if your Taurus breaks, you are going to be out of a gun for several months and have poor CS. Just with those odds, why would you purchase a Taurus knowing they have poor CS with so many good guns and good CS departments to choose from?
I had problems with my 642 where the trigger was sticking. I made one phone call to S&W to give them my address. They sent me a prepaid UPS label and had fixed my gun within a week. No questions asked. No excuses. No wait. S&W has made a loyal customer from me.
So let's get this thread sorted out. So far we have determined only the following things:
We've determined nothing other than the fact that S&W seems to have great support, and almost everyone else has mediocre to really bad support. And yeah, it's pretty evidnet Taurus has some communication problems internally, as well as understaffing.
Personally, I've heard of horrible support from Kimber, H&K, Sig, and Glock - and you've got to pay to have them service your guns (most of the time). Taurus doesn't do that at all.
We've determined nothing other than the fact that S&W seems to have great support, and almost everyone else has mediocre to really bad support. And yeah, it's pretty evidnet Taurus has some communication problems internally, as well as understaffing.
Personally, I've heard of horrible support from Kimber, H&K, Sig, and Glock - and you've got to pay to have them service your guns (most of the time). Taurus doesn't do that at all.
Taurus Repairs
As for me I have nothing but good reports about Taurus hand guns, over the years I've owned in the neighorhood of 11 or 12 pistols and revolvers. They have always been reliable and resonable in price. A couple of weeks ago I was replacing the factory spings on my Model 85 Titanium with Wolff spprings and launched the main spring plate into parts unkown. I made a call to Taurus and was put through to service very quickly. The lady who answered (sorry I didn't remember her name) was very helpful, polite and efficient. Looked up the part, said they had one in stock and would send it to me free of charge. In just over a week I received the part in the mail. In my case it just doesn't get any better.
As for me I have nothing but good reports about Taurus hand guns, over the years I've owned in the neighorhood of 11 or 12 pistols and revolvers. They have always been reliable and resonable in price. A couple of weeks ago I was replacing the factory spings on my Model 85 Titanium with Wolff spprings and launched the main spring plate into parts unkown. I made a call to Taurus and was put through to service very quickly. The lady who answered (sorry I didn't remember her name) was very helpful, polite and efficient. Looked up the part, said they had one in stock and would send it to me free of charge. In just over a week I received the part in the mail. In my case it just doesn't get any better.
JohnBT
Member
OVER A WEEK? Did they have to send to Brazil for stamps???
Just kidding.
John
Just kidding.
John
I work in the semiconductor industry for the biggest player there is. We target something like 1-2 part returns per MILLION parts. Our parts are infinitely more complex than guns and we pull it off. Not to say we don't occasionally foul that up, but our QC rate is something like 99.999%. I'll take those odds thank you. We put HUGE (this is an understatement to extreme) efforts into quality. We scrap loads and loads of wafers on occasion because our reputation rides on it. I wish gun companies would use our model, we would all be happier customers if they did.
jeepmor
I found this thread on google and figured I'd throw in my experience with Taurus and their terrible customer/repair service.
I sent in a PT911 and a PT92 on June 6th via FedEx overnight. I called on the 12th just to make sure everything got there ok. I spoke with Maria. She could only find the PT911 in the system. I gave her both tracking numbers and later I got a call back saying they found my PT92. That's comforting to know right? I then asked what the turn around time was for repair and she stated that my guns had not even been looked at and that they were scheduled to be looked at by a technician in 2-3 weeks.
I asked her why it would take ANOTHER 2-3 weeks just to get my guns to a tech and she said that *NORMAL* turn around time is 5-6 weeks. I then asked to speak to someone in customer relations as this wasn't acceptable. Robert in customer relations was on a call however. Imagine that.
I called in today and spoke with Robert who also told me that it would be 5-6 weeks. After a long discussion about how most other firearm manufacturers don't take this long for service, he said he would see if he could expedite them but I got the feeling it would be 5-6 weeks regardless. I'm half tempted to have them shipped back and sell them at a loss just to get rid of them. There's no excuse for this.
I have an FTE issue on the PT911 and spring that fell out of the PT92. 6 weeks to fix that?!?! The CZ2075 RAMI I bought was a FTE nightmare, but at least CZ made several attempts to fix it in a reasonable amount of time.
I sent in a PT911 and a PT92 on June 6th via FedEx overnight. I called on the 12th just to make sure everything got there ok. I spoke with Maria. She could only find the PT911 in the system. I gave her both tracking numbers and later I got a call back saying they found my PT92. That's comforting to know right? I then asked what the turn around time was for repair and she stated that my guns had not even been looked at and that they were scheduled to be looked at by a technician in 2-3 weeks.
I asked her why it would take ANOTHER 2-3 weeks just to get my guns to a tech and she said that *NORMAL* turn around time is 5-6 weeks. I then asked to speak to someone in customer relations as this wasn't acceptable. Robert in customer relations was on a call however. Imagine that.
I called in today and spoke with Robert who also told me that it would be 5-6 weeks. After a long discussion about how most other firearm manufacturers don't take this long for service, he said he would see if he could expedite them but I got the feeling it would be 5-6 weeks regardless. I'm half tempted to have them shipped back and sell them at a loss just to get rid of them. There's no excuse for this.
I have an FTE issue on the PT911 and spring that fell out of the PT92. 6 weeks to fix that?!?! The CZ2075 RAMI I bought was a FTE nightmare, but at least CZ made several attempts to fix it in a reasonable amount of time.
TimboKhan
Member
I see what your trying to say, but the two are so completely unrelated that I am not sure you have a valid point. Not that you don't know this, but semi-conducters, while complex, are not mechanical objects. The finest made guns in the world occasionally break regardless of what the QC at the factory is.
Bobo
Member
Taurus has a highly touted "Unconditional Lifetime Warranty". They say it is for the life of the firearm. This is a link:
http://www.taurususa.com/main/repair-policy.cfm
In real-life this is how it often plays out:
1. The owner sends them the gun.
2. They make excuses until the owner is dead.
3. They eventually (fix?) the gun and sell it used.
4. Repeat steps 1 thru 3, etc., etc, etc.
It's great for the bottom line. They make money on all the sales and spend zero on repairs! That is until it catches up to them, nobody wants Taurus guns anymore, and they sell off their name to some unsuspecting schmuck.
http://www.taurususa.com/main/repair-policy.cfm
In real-life this is how it often plays out:
1. The owner sends them the gun.
2. They make excuses until the owner is dead.
3. They eventually (fix?) the gun and sell it used.
4. Repeat steps 1 thru 3, etc., etc, etc.
It's great for the bottom line. They make money on all the sales and spend zero on repairs! That is until it catches up to them, nobody wants Taurus guns anymore, and they sell off their name to some unsuspecting schmuck.
Taurus has really bad service
I have a Taurus 101AF .40, I was at the range shooting off a few rounds... one round rear site good... next round... half of rear site missing.
Sent the part into Taurus in December 06....June 07... no part, customer service has not been able to help, all they do is tell me that the part is on back order and they are waiting on the part from Brazil, managers do not return calls.
I have to say... when I first purchased the gun, I was extremely happy, put several hundred rounds through it with 1-2 jams out of 300-400 rounds of target rounds. The gun fired accurately, and very well. I was even planning on purchasing another Taurus for C&C. After the poor Customer Service that I've received, I will not purchase another Taurus, and will get rid of this one once (if) I ever get it fixed.
Bottom line... DON'T BUY TAURUS!
I have a Taurus 101AF .40, I was at the range shooting off a few rounds... one round rear site good... next round... half of rear site missing.
Sent the part into Taurus in December 06....June 07... no part, customer service has not been able to help, all they do is tell me that the part is on back order and they are waiting on the part from Brazil, managers do not return calls.
I have to say... when I first purchased the gun, I was extremely happy, put several hundred rounds through it with 1-2 jams out of 300-400 rounds of target rounds. The gun fired accurately, and very well. I was even planning on purchasing another Taurus for C&C. After the poor Customer Service that I've received, I will not purchase another Taurus, and will get rid of this one once (if) I ever get it fixed.
Bottom line... DON'T BUY TAURUS!
aaronrkelly
Member
- Joined
- Sep 11, 2005
- Messages
- 1,087
Flagg01,
Thats the situation I was in, I called up and asked for the information for the legal dept so my lawyer could contact them about my gun.
They would give it to me.......I didnt need it they said......they were sending out a new replacement gun in the next couple days.
Worked for me, should work for you.
Shouldnt have to do it.....but seems its necessary.
Thats the situation I was in, I called up and asked for the information for the legal dept so my lawyer could contact them about my gun.
They would give it to me.......I didnt need it they said......they were sending out a new replacement gun in the next couple days.
Worked for me, should work for you.
Shouldnt have to do it.....but seems its necessary.
tinygnat219
Member
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.
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.
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