This is a discussion on ruger customer service within the Maintenance forums, part of the Firearm Forum category; Does anyone have experience with ruger's customer service? I am maybe going to purchase a new ruger and just want to know if I have ...
Does anyone have experience with ruger's customer service? I am maybe going to purchase a new ruger and just want to know if I have a problem they will be there and are quick. I have heard very good things about S&W customer service.
I've sent five or six guns back to Ruger at different times over the past 25 years. All were repaired at no charge and all were returned within four weeks.
I sent back a gp100 due to a .000"-.003" endshake condition. The cylinder would rub on the forcing cone and stop the action dead. I brought it back to the gun shop I frequent and they sent it in for me. I got it back in about a week and it was fixed with a new crane, the endshake after was .003"-.006. A good fix, outstanding service and it didn't cost me a dime.
If I have an aftermarket trigger in an M77 will they remove it and change back to factory or return with it? The problem would not be trigger related but had been told they removed non factory changes when you send them in for any repairs.
I just purchased a new Mark III Hunter and notice in the manual that they specifically do not state that there is any particular Warranty for a year or lifetime or whatever. They go out of there way to say that due to legal reasons they cannot imply any time period for the warranty but that they aim for satisfied customers. From some of the above posts I presume they will warranty it for life(?) at no charge. Does anybody know the answer to this?
Konocti7, Ruger's policy is to return guns to the customer in the "original factory configuration". This is for liability reasons. Lets assume you had an accident that was related to an aftermarket trigger. If Ruger shipped the gun back to you with the aftermarket trigger installed, they automatically assume liability and could be sued ... even though it was not their parts. About the only exception is sights and grips/stocks because they don't affect the function of the gun.
If you have to send a gun back to Ruger for repairs, it's always best to remove your "custom" parts and replace them with the standard factory parts. I would include grips and sights too because they have a way of getting lost in the shuffle.
Docshot, Ruger is excellent when it comes to repairing their guns. If the problem was from normal wear or from abuse, they can charge you for parts and labor. Like any other company, Ruger doesn't guarantee their guns won't wear out but rather protect you from defective parts and workmanship. I've seen many cases where Ruger repaired guns with excessive wear or signs of abuse for no cost ... probably for good customer relations because they want you to buy another Ruger some day ... but, they are not obligated to do so.
Lifetime? Not quite. After Ruger discontinues a model, they continue to support repairs until the stock of parts are exhausted. If you look on their web site, they list the models that are no longer supported. This is explained in the service FAQs. See: http://www.ruger.com/Firearms/FAQs?site=Firearm&cat=2#
When sending guns back for repair, the best way to deal with Ruger is to include a letter stating the specific problem. Ruger doesn't have time for guessing games so unless the problem is very obvious, you will expedite the process by helping them determine the proper technician with the expertise needed to fix the problem. Bad attitudes or threatening comments are sure to put your gun on the bottom of the stack.
Ruger does not publish their tolerance specifications so if you think your B/C gap is a bit wide or trigger pull is too harsh, chances are you will get your gun back in the same condition as before it was sent in. Ruger does not offer custom gunsmithing. The only gunsmithing service they offer is rebluing. They will swap barrels for a different length if the length requested is a standard cataloged model but they will charge you for the barrel and labor. The same goes for convertible cylinders.
Before you send a gun in for repairs, call Ruger's customer services to make arrangements. They will inform you on how to send the gun back, who pays for shipping, and other details. If a problem is obviously Ruger's fault, they will send you a pre-paid shipper. If the problem is "iffy", don't be surprised if they have you pay for shipping. Again, a good explanation and a good attitude will go a long ways.
Earlier this year it took slightly over two months to get my p95 repaired and back to me. If you figure all the recall work they've had to do this year, it probably was the reason it took that long.
*gotta give them credit though, the gun works great now!
It has a lifetime warranty as long as it has not been abused as per Ruger. I've sent a GP100 for a cylinder crane latch pin repair got it back in ten days no charge.
I have an old single-six that wore to where the timing was off and sometimes the cylinder would lock. I called them and they told me to send it to them. It took between 2-3 months to get it back but it works like a new one. All it cost was the freight to Ruger. I have found them to be very good to deal with.
I've shot Rugers for years and they are probably the most numerous brand in my collection/accumulation.
For 20 years I've never had to send one back.
Until now.
I had an Old Model Vaquero Sheriff's Model. Problem was the basepin jumping forward and binding up the gun.
While ordering parts to fix it and a new frame, the tech on the phone said "Just send it in and we'll take care of you."
While calling today to see how far along I was, and told her what the problem was, Customer Service said they would not reassemble my gun.
"What do you mean?"
"You sent in a disassembled gun"
"The replacement frame was so out of Spec it would not fit"
"It's not the original frame"
"It's a Ruger frame made for this model, it will not fit on my gun."
"It's not the original frame, we don't put non-original parts back on"
"So if I replaced a standard hammer with a Bisley you wouldn't fix that either"
"Probably not"
"Why did they tell me to send it in that way?"
"Well usually we don't"
"It cost me close to $100 to send it back to you...if I had known you weren't going to fix it, I would not have sent it in."
"well, I can't promise anything, but I'll note it"
Not the service I was expecting.
Ironic thing is the day I shipped the gun back, I went and bought another Vaquero.
If they screw me on this, it will be my last.
I know this original post is a little old but I have to add my two cents. I recently purchased a Ruger p95pr that was missing a couple parts. I E-mailed Ruger and explained the problem on a Saturday. Monday morning I received an E-mail from Ruger that the replacement parts were being mailed out that day! Three days later as promised the parts were in my mailbox, no charge, no questions asked. What more can I say?
I would like to tell you about the experience I had from them several years back.
I bought a new M77 30-06 in the laminated stock. Long story short...the stock had a defect in it. It was close to hunting season so I wrote Ruger...told them of the problem and they said to send it in at my convenice and they will take care of it. After deer season...I sent it in. I got it back sometime less that 4 weeks. Had a new stock and barrel and a proof test target. The bill was marked No Charge. Why they changed the barrel? I do not know. But the rifle shot very well after I got it back.
A year later.....after the "next" deer hunting season...I noticed the finish came off that laminated stock. Well...I really did not like the lamianted stock anyway...heavy...had no checkering....finish coming off. The rifle would slip out of my grasp at time with the gloves I was wearing. So I sat down and wrote Ruger a letter...telling them that the stock was over a year old...finish coming off and I did not really like it. I asked them if I send in my rifle again...would they put on a walnut stock and I would pay the difference with my laminated stock. They sent back a letter and said that they would be "glad to put it in a walnut stock." Sent in the rifle...got it back again at a very good turn around time. It had a beautiful new walnut sock on it. Beautiful stock. So I went through the box to find the bill to see what I owed. It was marked No Charge. You can't beat that service.........
Heck...here it is
Last edited by paulwv; March 31st, 2010 at 06:20 PM.
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