Customer Service Problem

[SoloKane]

With the recalls at Ruger, I'm afraid that their quality and customer service are in bad shape.

It took me 6 weeks to get a return authorization kit for my LCP.

Worse, I bought a new Mark III Hunter last year, and while stripping and inspecting it (before shooting), I saw that it had an unfinished bolt that had cut deep gouges into the feed ramp.  When I contacted Ruger for a repair or replacement, Customer Service seemed completely unconcerned with their quality problem.

It took me 8-weeks to even get a letter for my signature to approve a repair.

Two letters to the CEO, one phone conversation with the Manager of Customer Service and numerous follow up calls, and I am still waiting for my gun.

At one point, a customer service rep told me that they were too busy fixing the recalls to look at my gun.

I really hate to see this, because I've been a big Ruger fan for years.

Bill Ruger would be ashamed.

[SoloKane]

Ruger contacted me yesterday and offered to replace my faulty pistol with a new one.  It has taken too long, but if they do what they say, I call that fair.

[shootercochran]

I think ruger has improved in some ways since bill ruger and gotten werse in some ways.  Customer service is not usually a problem with ruger though. 

[SoloKane]

So far, there's been no follow through on the replacement Ruger offered (after being pressed to do so). 

Customer Service could not find my letter approving the replacement, then did, then said it took too long to get signed by management, word never got through to Shipping, they have to wait for a new pistol to arrive from the factory, the dog ate their homework and so on.

They can't commit to a ship date, but say it will be sent eventually.

Maybe someday, I'll get that brand new pistol I thought was buying three months ago.

Ruger looks like the Gang That Can't Shoot Straight.