customer service ruger really really bad

[mitch4570]

has anyone had to deal with Ruger customer service? i have just purchased a Gold label and love the fit ,finish, and look of the shotgun. The problem is that it will not shoot one barrel only. that is to say that if i am shooting skeet or sporting clays and shooting only the left barrel and loading only the left barrel it will after reloading go on to shoot the right barrel. I have sent it to Ruger three times and they still have it now and its been six months. i could not get any one to return my calls untill I started calling Stephen Sanitti the current big wig,  and complaining to him. I is making me crazy to have purchased a brand new gun and one that is supposed to be the best shotgun they make and it is giving me so much trouble. Also such a bad attitude about customer service. They really make me feel like they don't want to help me with the shotgun. I have a lot of Ruger products already but I can assure you that i will never have any more. Really Really disapointed with the service i am getting from Ruger after getting a real lemon from them. Comments please.

[Omaha-BeenGlockin]

Ruger customer service is usually pretty good---I think the problem is the Gold Label------seems they're having quite a few problems with them and I'm betting they have a back log of repair work with them.

[Flash]

The Ruger Customer Service is excelent! There are millions of Ruger firearms in circulation and obviously, not as many people to work on them. As OBG stated, the Gold Label has become problematic and Ruger is without a doubt, working on the issues as fast as possible. Sometimes and more often than not, it doesn't pay to break the chain of command by going to the top. Many people see that as being similar to "Going for the throat" and the results can be the reverse of what you'd expect. Be patient. Ruger has given us a lifetime of fine products and the least we can do is allow them to do their job. It might take a while to correct your problem but there is no sense in making Ruger squirm when they're already in the "Hot Seat" over this gun. Manufacturing isn't easy and maintaining a solid Customer Service department isn't any easier so, we shouldn't make it any harder than it has to be. Just my opinion.

[BlkHawk73]

    It's not neccessarily the service dept as it is the model itself.  The first production runs of the Gold Label have had problems which is why production of them has ceased.  These are more or less built one at a time and at a lesser production number than the other models they have.  The GL crew I guess you'd call it, is a small one. I'm guessng the issues recongnized by Ruger with the GL and the others that are proberly ahead of yours is the reason for the time of repair on yours. Quite possible they're going to retro the newer improvements they've engineered for the GL into yours. 
  I've heardmany mnaymnay reports of positve experiences with thier service dept. many times work is performed without cost even if not a "warrantee" issue ar more of a user whoops.  They also often will provide smal parts for consumer repairs at no cost too.  To cite them as bad for one incident is a bit short-sighted IMO. 
  I  have worked in a retail business of one sort or anothr for 15 yrs+ and it's the customers that think that constant comlaints and moving up the chain of command get's things done quicker.  Wrong!  Another falicy is that the customer is NOT always right.  What the customer doesn't understand many times is that when they're the customer, they're right but when they're on the other side of the counter/phone/desk, they're still right.  It's not always that easy.  Be patient and I'm sure when it's back to you, your GL will be a crown jewel in your collection.  haste makes waste. 
 

[mitch4570]

Thanks for the input, I didn't go to the top untill they sent my shotgun back two times with the same exact problem. This happened even though I included a letter explaining the problem in detail ( at thier request) that included my cell number so they could call me if it was still unclear. No call from them and still nothing fixed though they did make the safety so stiff you can hardly move it. I sent it back to them and fianlly had Bob Wood call me and try to convince me that i was not opening the shotgun all the way, and nothing was wrong with the shotgun. This simply is not the case I have been shoting since 12 (48 now), and if I can not open it correctly on the skeet field, then it will never work in a hunting situation. Anyway Bob Wood promised me that he would call to let me know what they found and he never returned my call. So I called Stephen Sanitti and commented that costomer service should include a call to the costomer when promised to make a call to let him know how it was going with his brand new shot gun, that they have now had for six months and has still not been fixed.
   Any way thanks for your thoughts and if you have time what problems have you heard of with the Gold Label?

[Flash]

Been my experience to say that it's mostly action issues and most likely the same as your's.

[daddywpb]

Sometimes and more often than not, it doesn't pay to break the chain of command by going to the top. Many people see that as being similar to "Going for the throat" and the results can be the reverse of what you'd expect.

I couldn't disagree more. The squeaky wheel gets the grease. You paid a LOT of hard earned money for that shotgun, and you deserve attention from the service dept if it's not right. The fact that there are problems with the guns is their problem not yours. If it were mine, they would be recieveing calls from me on a DAILY basis until I had it back and it worked properly. You have been MORE than patient. I would also mention that a letter describing your experiance will be sent to the "letters" column of every major firearms publication you can think of.

[mitch4570]

Good idea daddywpb but at this point it really looks like they (Ruger) couldn't  care less. Wanna buy a shotgun? The guys on the skeet field were really impessed with it at first, now they say they will give me a couple hundred for it. Ha ha Ha really funny unless its you who owns the shotgun

[daddywpb]

They will...if you make enough noise to the right people.

[Flash]

   
 . 
  I  have worked in a retail business of one sort or anothr for 15 yrs+ and it's the customers that think that constant comlaints and moving up the chain of command get's things done quicker.  Wrong!  Another falicy is that the customer is NOT always right.  What the customer doesn't understand many times is that when they're the customer, they're right but when they're on the other side of the counter/phone/desk, they're still right.  It's not always that easy.  Be patient and I'm sure when it's back to you, your GL will be a crown jewel in your collection.  haste makes waste. 
 

I couldn't agree more. My first part time job was in retail management and the mentality of the senior management was just what you described. The 300 patient customers are spending more money than the cry baby who wants to be in and out in record time. I've seen many of squeaky wheels replaced, instead of being greased. I remember a guy who bought a Remington that was delivered without a firing pin. He demanded that the shop owner replace it with another gun. The guy actually caused so much headache for the shop owner that he received his gun with a firing pin installed, the week after deer season closed. Needless to say, the guy never returned. The gun shop is still in business and doing fine

[mitch4570]

Flash Thanks for your views, but is there a time when I should finally get upset and use other options? I sent the gun back to Ruger not once but twice with a written discription and cell and home phone numbers both times. The first time they just made the safety stiffer the secound I don't believe they did anything to the gun. The third time and they still have it, I complained, and I know it goes against what you have said,  but now they are, or at least they seem to really be looking into the problem. Also the service manager made a promise to me to call me on a certain day of the week, to tell me what they found, and he never called me untill I started leaving voice mails for him. I know they are busy, but is every one trying to convice me that they have that many defective guns they are working on? If that is the case why is anyone trying to defend them? Flash you mentioned that you worked in customer service. If You promised a customer that you would do something, did you get it done in the time frame promised? Remember Ruger sent this gun back to me twice before saying they had test fired the gun and the minute I got it it malfuntioned within 25 rounds. I mean really; when is it ok to be upset? Ruger has had the gun nearly 6mths now. should I get mad after a year ? Maybe two years. Whats the magic time frame to complain?

[Flash]

I never made promises that would have been directly related to someone's performance other than mine. I did try to do all I could but if a customer had a problem after a purchase, they merely waited like everyone else. The time frame you mentioned is related to many factors. The amount of guns, customers and efforts to get things done in an expedient manor. It's unfortune that you are suffering a problem but I'm sure many others are too. Just think how slow things would be if EVERYONE complained loudly. Again, just my opinion.

[WingMaster]

Ruger took great care of me when my Black Hawk needed a little help.  I had it back quicker than they originally quoted me too - at their cost no less.