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Unhappy with Ruger customer service

This is a discussion on Unhappy with Ruger customer service within the Ruger Double Action forums, part of the Pistol & Revolver Forum category; Recently purchased a new SP101. I mentioned here before it was disappointing. The barrel crown looked like it was cut with a chainsaw! Worse, the ...


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Old May 12th, 2017, 06:16 PM   #16
 
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Recently purchased a new SP101. I mentioned here before it was disappointing. The barrel crown looked like it was cut with a chainsaw!

Worse, the cylinder was binding and I discerned the b/c gap was insufficient with the cylinder pushed forward. The cylinder actually rubbed the barrel and drag marks were obvious on the outer diameter of the cylinder face. Endshake was also excessive at .008.

A Power .004 endshake bearing seems to have corrected the issues but I shouldn't have had to rebuild a new revolver.


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Old May 12th, 2017, 06:25 PM   #17
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This is where the buyer needs to be aware and diligent. Do not buy guns without thorough inspection. If you have feeler gauges, then measure the firearm at the store- whether it is an internet order or not. Next, keep on the manufacturer. Whining doesn't need to occur. Just communicate with the company and get the product you expect (within reason). It's not hard with Ruger to be happy.
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Old May 12th, 2017, 07:57 PM   #18
 
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Quote:
Originally Posted by Neon Horse View Post
This is where the buyer needs to be aware and diligent. Do not buy guns without thorough inspection. If you have feeler gauges, then measure the firearm at the store- whether it is an internet order or not. Next, keep on the manufacturer. Whining doesn't need to occur. Just communicate with the company and get the product you expect (within reason). It's not hard with Ruger to be happy.
Neon you hit the nail on the head!!! There could be a lot of problems avoided if people would take the time to look guns over better at the LGS's before buying!!!
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Old May 13th, 2017, 03:22 AM   #19
 
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My guess is it's all statistics, and by the way it is.

With the number of guns sold they can project to a fiendishly accurate number how many customers guns will have issues and how many people will even notice. (i.e.: 0.0xxx% will ever use a feeler gage on their pistol, etc).

So 1st come the safety limits that set hard control limits. Then inside of that they set performance limit. That sets the user and lower boundaries. Then you you look statistically at customer issues for a given feature and determine based on projected calls and returns and those costs what is acceptable and not acceptable to ship.

Also remember that at these tolerances stack up is always an issue. If you have three interacting parts all in spec but toward a control limit you can end up with and assembly that is out of spec with all of the components in spec. Then it comes to how you grade and match grades.

I have had assembles where each component had 3 grades, one with 5, and one with 17 (ball bearings for electronic power steering) you then have to match the parts based on grading to achieve the optimal inspection parts.

One issue I have had is every year the engineers would come up with a plan to eliminate grading (i.e. it is in the true sense pure waste if you can make the tolerance tight enough on all of the parts) Each year they would upgrade machines and tighten control limits and pull the grading process and then my final assembly failure rates would ballon.

This is not an excuse for Ruger but I am just saying in this day and age people can fall down the electronic and statistical rabbit hole and forget that in the end you still have people in the process who have to have Craftsmanship and have to care to make it work.
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Old May 13th, 2017, 06:38 AM   #20
 
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Last revolver I purchased was an SP101 got it 2016. The SP is about the same as my character arms. Now my old SP is a good revolver. Ruger as gone down hill lately.
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Old May 13th, 2017, 07:53 AM   #21
 
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I doubt that Smith & Wesson and Colt in the 1950s/1960s had as many QC issues with their revolvers as Ruger does in recent years. I have several Ruger revolvers from the 1970s/1980s, and their fit & finish seems much better than many of today's Ruger wheelguns.

It appears to be about economics. Most Ruger revolvers have never been the best finished or best hand-fitted. The Ruger lockworks are simpler and more robust than the legacy S&W and Colt revolvers, but any revolver needs a certain amount of hand fitting that no CNC machine, injection molder, or typical assembly person can perform. Ruger seems content on simple QC inspection prior to sending it out the door. They figure if only a small percentage of new guns get returned once or twice for service, they are already money ahead for not having more 'hand-fitters', QC inspectors, and more detailed (=slower) QC inspections.

It definitely pays to carefully inspect and cycle your new Ruger before taking it home from the FFL, but some issues may not crop up until some rounds go through it.

My most recent new Ruger, a Mini 14 that I purchased last year, needed some more detail work (hand fitting) on the bolt, hammer, and receiver for it to cycle reliably with its first several hundred rounds. I performed the work myself, as I have the experience and knowledge to do so. I chose to do it, rather sending my rifle in, as I felt it might need to be sent in at least two times to 'get it right' and I knew that I could perform the work in a matter of hours.
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Old May 13th, 2017, 11:25 AM   #22
 
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I had a similar experience with a new Lipsey's GP100 limited edition. Two trips back and it's still not right. I just dumped it at a loss. The SP101 I had was just as bad. Their quality has really gone down hill the last couple of years. I'm going to stick with used Rugers that I can check out before purchase.
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Old May 13th, 2017, 04:48 PM   #23
 
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I don't think the whole firearms industry is as good as a few years ago, I think they have become greedy, as demand for product is ahead of capacity to make product.
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