Taurus service did well

[docsleepy]

For what it is worth, I think a job well done deserves appreciation.

My very well-used pocket carry .380, a Taurus TCP (PT738) all of a sudden would no longer fully cock the hammer on recoil. You could cock it with the slide off, using your finger, but the slide could no longer cock it. There was an obvious wear mark on the hammer, but I'm not an expert on these things.

It seems the absolute cheapest way to send something back to the manufacturer (there are RULES about this, google before you try!) is to box up the UNLOADED firearm and address it to Taurus (their webpage has complete instructions) but let your FFL SEND IT IN. Otherwise, I was seeing prices of $50 for 2nd day Air required service.....my FFL got it there for $10.50 (I've bought a fair amount from the FFL, but I still couldn't believe they weren't even charging me a handling fee....I made them take a pittance at the very least.)

I think it took Taurus -- round trip, including shipping both directions! -- all of ten days to have it back to me, fixed free of charge. Paperwork said hammer dimensionally inadequate, installed new hammer. It obviously now sports a new hammer with zero wear. It now cocks just fine. While they were at it, they replaced a small plastic part that covers the hammer spring, also without any charge (I had lost it, and hadn't even mentioned it in my letter etc).

Nice job. Much appreciated.

 

[imashooter]

Sounds good. The carriers set the fees and they greatly discount FFL holders. Jerks. Glad to see Taurus came through for you.

 

[bumbazine]

When I sent a pistol back to Taurus a few years ago I called first and they sent me a shipping label to ship the pistol on their dime.
IIRC, they e-mailed it to me and I printed it. Don't know if they will still do that or not, but it's worth a try to call first.
Glad they fixed your pistol for you.

 

[PJSprog]

(I've bought a fair amount from the FFL, but I still couldn't believe they weren't even charging me a handling fee....I made them take a pittance at the very least.)

This is the kind of thing that makes for a great relationship with your favorite dealer. Nicely played, sir.

Taurus' CS gets a pretty steady diet of bad press here and in many other places ... and not undeservedly so, I suspect. Good to know, though, that they treated you well.

 

[docsleepy]

Thanks. Yes, that FFL (and others in my area) have treated me well. I've steered a fair amount of business in their direction.

I only have a few "high dollar" pistols/revolvers, and then several "cheaper" keltec / taurus types, where my main requirement is that it doesn't jam, and it goes BANG. I'm a little selective on WHICH models I'll buy; once I find one that I like, I just learn their quirks, find fixes, and buy more.


I don't know if Taurus has any improved metallurgy on the TCP hammer, but if your front face becomes gouged by the surface of the slide that hits it, it would be a reasonable thing to take a micrometer to it and see if it has lost more than .001 or so. I wished I had thought to measure that distance on the one that I sent back. Would be interesting to compare.

There probably are other things that also impact, such as the exact location of the fulcrum for that part, etc....more than I probably want to know.


The really cool thing I learned is that Taurus fixes things for free even if you are the umpteenth owner of the firearm. That makes me much more comfortable with used Tauri.

Just out of curiousity, I googled "repair policy" for several other manufacturers and was surprised: S&W lifetime for the original owner; Glock limited time for the original owner; Keltec original owner. Looks like Taurus has a significantly important policy!

 

[PJSprog]

Just out of curiousity, I googled "repair policy" for several other manufacturers and was surprised: S&W lifetime for the original owner; Glock limited time for the original owner; Keltec original owner. Looks like Taurus has a significantly important policy!

Don't be completely persuaded by those posted warranties. I have a S&W 64 I bought from another member here, who bought it as a security trade-in from his LGS, so I am at least the third owner. Sent it to S&W for a bent center pin, and they fixed it for free and shipped it back for free. I also saw another recent post by someone who sent an old Ruger in for repairs and had it fixed for free as well ... and they post no warranty info at all. Pretty much every major manufacturer will take care of you, within reason of course. They want to keep you as a customer.

 

[ljnowell]

Don't be completely persuaded by those posted warranties. I have a S&W 64 I bought from another member here, who bought it as a security trade-in from his LGS, so I am at least the third owner. Sent it to S&W for a bent center pin, and they fixed it for free and shipped it back for free. I also saw another recent post by someone who sent an old Ruger in for repairs and had it fixed for free as well ... and they post no warranty info at all. Pretty much every major manufacturer will take care of you, within reason of course. They want to keep you as a customer.

And then there was S&W giving me the run around a year ago on a firearm. Th

 

[Otto]

It seems the absolute cheapest way to send something back to the manufacturer (there are RULES about this, google before you try!) is to box up the UNLOADED firearm and address it to Taurus (their webpage has complete instructions) but let your FFL SEND IT IN. Otherwise, I was seeing prices of $50 for 2nd day Air required service.....my FFL got it there for $10.50

$10.50? Then he must have used the Postal system to ship it....no way I'd trust USPS with any of my guns.

 

[SeanSw]

I have a D series Taurus tcp. During an extended range test with a variety of ammunition (roughly 125 rounds, which felt like a lot with this tiny pistol) I found my takedown pin walking out slightly. I called Taurus the next day and they got authorization to send me a new pin free of charge, and since I was over the 500 round mark I asked to purchase a new set of recoil springs at the same time. $12 shipped and they arrived in about a week. I'm pretty happy with that.

 

[Olympus]

The carriers don't give a hot minute to FFLs and certainly don't offer discounted rates. They do have contracts with the manufacturers though.

The only way for a FFL to ship a handgun for $10.50 is by USPS or by not disclosing the contents to Fedex or UPS.

 

[imashooter]

True, but the ffl can use usps whereas non-ffl personnel can't.

 

[imashooter]

Thought I'd add my experience w/ Taurus customer support. The following paragraphs are extracted from another forum however the context remains accurate. Links are provided for those who wish to read the threads and view a "must see" photo. The topic is about a couple of Taurus sight screws. Summary: I was pissed. Turned out the then CEO of TaurusUSA, Mark Kresser, monitored the http://www.taurusarmed.net/forums/forum.php website. He read my post and called me, telling me he too would be upset and he would be honored to take care of the issue. I was dumb founded.

Here you go. Worth reading.

Tried both telephone numbers for the past 2 days. No rep for an hour and I hang up both times. Got through immediately this morning. Wanted to purchase the 2 set screws for the Heinie sites on my new PT145. The rep told me 1.00 each and they are bagged 3 each. Shipping (neighboring state) was 8.50. 14.50 basically for 2 tiny screws. Not really a cheap miser however that doesn't work for me. Perhaps a max of 5.00 including shipping would have worked. I like the little pistol however not impressed with my first customer service experience. I must add the rep was friendly. Just blowing off a little steam. http://www.taurusarmed.net/forums/t...rst-experience-w-taurus-customer-service.html

Received a phone call minutes ago regarding my dissatisfaction with Taurus Customer Service. The caller was Mr. Mark Kresser, President and CEO of Taurus International Manufacturing. I'm now a happy camper. See my new thread titled " My Second Experience /w Taurus Customer Service". http://www.taurusarmed.net/forums/t...t-experience-w-taurus-customer-service-2.html

The below FedEx shipment was overnighted.

Early this afternoon a FedEx truck pulls up and hands me a box. Opening the box I discover the following:

Numerous sales catalogs for Heritage Arms, Rossi, Diamondback Firearms.

A very nice Taurus Publication Titled Carry On.

A nice ball cap with Carry on embroidered on the front and Taurus on the rear.

Not 2 but 4 screws for the sights on my PT145

And, and, this: The knife is a Virginia Blade Duke Dudley skinning knife sheathed in a high quality leather sheath embossed with Carry On. http://www.taurusarmed.net/forums/taurus-product-problems/100692-mark-kresser-delivers-promised.html




The best part was a very sincere, hand written note apologizing and a friendly remark or two. Last year when Taurus went through a takeover in Brazil, the idiots fired him. Recent Arms industry headlines:

Mark Kresser Named President of Advanced Tactical Armament Concepts, HPR Ammunition



I am forever grateful for his generosity and kindness. he was working his tail off trying to turn customer service around and his next priority was quality control. This is a guy who really did work his way up up through the industry. Thank you Mark Kresser. You'll always be remembered.

 

[Mike J]

Thanks for posting this docsleepy. I relented recently & bought one of the PT 111G2 pistols. The one reason I was reluctant about the purchase was Tauruses past customer service reputation. It is good to read a positive report.

 

[docsleepy]

Well it sure changed my opinion of taurus significantly more positively. I have firearms from most of the cheap manufacturers, Savage, Ruger 10/22, Keltec, taurus, and very few pricey models such as Beretta etc. (just bought a used Beretta, first Beretta). I like the Keltec's because parts are cheap and they're shipping is reasonable, Taurus tends to have a pretty high shipping cost as noted above. But the ability to get something repaired virtually for free!!! Wow, that's quite a sales motivation for me. In fairness, I've had great service from Smith and Wesson, once I lost a spring guide, it went flying into the dirt, and they shipped me three immediately for free. Being nice over the phone and just asking nicely goes along way, often.

 

[docsleepy]

And I might should point out that I never even called them. I just followed the instructions on their website, and never had to sit on the telephone even once. Their website is pretty clear, repairs are free, unless you did something incredibly incredibly stupid

 

[imashooter]

Sounds good. I also had a PT1911 (the other regarding the screws is my 3rd gen PT-145 Mil Pro) until recently and it was an excellent firearm. The sweetest trigger pull among my many 1911s, including my now 1 year old Colt. One thing to be aware of for the future, if detected. Taurus will void your warranty if they discover you have disassembled your weapon beyond the "recommended" field strip found in their manuals. I also have one of their first .38 Titanium Ultra-Lite revolvers which will never leave.