Author Topic: Strum Ruger & Company - Customer Service EXTRAORDINAIRE  (Read 598 times)

0 Members and 1 Guest are viewing this topic.

Offline Land_Owner

  • GBO Supporter
  • Moderators
  • Trade Count: (34)
  • Senior Member
  • *****
  • Posts: 3383
    • Permission Granted - Land Owner
Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« on: September 25, 2012, 09:29:42 am »
This past Monday, 9/24, I received a call from Ruger Customer Service (CS) informing me that my SP101, stainless steel, 38/357 Magnum handgun was damaged beyond repair (more on that below) and would be destroyed.  The "consideration" for me was a new serial numbered, fresh off the assembly line (in two weeks), replacement SP101 38/357 Magnum, AT NO COST TO ME!!!

When I didn't immediately respond (I was shell-shocked and temporarily dumbfounded) she asked if anyone would consider free to not be a good deal?  When I shook it off, I agreed, free is a PHENOMINAL DEAL for me considering the circumstances.

Below is the full story.  You be the Judge.  My remarks are my own.  Your results probably won't vary...

1.)  Is that "some kind" of notable warranty offered by Sturm Ruger and Company?  YES!
2.)  Does Sturm Ruger and Company "Go the Distance"?   YES!!   
3.)  Does Sturm Ruger and Company foster Brand Loyalty?  YOU BET THEY DO!!! 
4.)  You can't beat FREE REPLACEMENT...

Sturm Ruger and Company makes excellent guns, accurate guns, good looking guns, affordable guns, and I am a HAPPY CAMPER willing to TELL ALL about the WARRANTY and CUSTOMER SERVICE DEAL that I got...particularly after I acknowledged making detrimental mistakes and anticipating the replacement gun to cost not less than $317.49 as quoted by CS.

Quote
Sturm, Ruger & Company
Customer Service
411 Sunapee Street
New Port, NH  03773

September 5, 2012

RMA #: XXXXXX

RE:     Model:  SP101 stainless
Serial #:  XXX-XXXXX
Caliber:   38 Special/357 Magnum

Ladies and Gentlemen,

The sad truth and short story is, I broke it and it needs to be repaired or replaced.  The long story follows, which is a tale of judgment error on my part for not securing the handgun in the first place.

While bush hogging for the preparation of wildlife food plots in South Carolina, I “secured” my backpack containing the referenced handgun on the rear of the tractor seat.  I can only guess that vibration and gravity caused the backpack to slide sufficiently low on the seat back that the rotating connection between the tractor and the bush hog tore the backpack from its “secured” position and commenced spinning the contents at 550 rpms.

The handgun was ripped from the front zipper pouch when the rotating centrifugal force caused the backpack to impact the 3-point hitch supporting arm.  The handgun was either thrown forward of the tractor immediately or into the ground to be subsequently impacted by the rotating blade of the bush hog. 

There isn’t much physical or visual damage on the outside of the gun to suggest that the rotating bush hog blade dissected the handgun from its Houge grip, which is also returned as a matter of interest.  The grip was possibly the one significant protector of the handgun as it was ripped from the handle and thrown in a direction that was 90 degrees from the direction of the exiting gun.

Of interest is the: 
1.) “ding” in the gun to the rear of the cylinder, which is in line between the trigger and hammer where a right handed forefinger rests;
2.) “ding” in the exterior of one cylinder;
3.) lesser “dings” on the right side of the barrel;
4.) inability to close the cylinder without manually depressing the front latch (KW03100); 
5.) inability of the cylinder to remain locked in battery as the rear alignment pin has been sheared off (KW02700);
6.) inability to depress the Crane Latch (KW00900); and
7.) inability to cycle the hammer either manually or via the trigger.
[Note:  Part Numbers are from the User’s Manual; KW/9-02 C; R12]

If this serial numbered handgun is either FUBAR or more expensive to repair than a refurbished replacement, I am interested in a refurbished replacement SST SP101 in 38 Special/357 Magnum caliber.  Please advise.

Some lessons are learned late, but learned well.  No more tractor work with a loose handgun.

Regretfully,


Richard E. Young
[address redacted]

Graybeard Outdoors

Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« on: September 25, 2012, 09:29:42 am »
 

Offline TM7

  • Trade Count: (0)
  • Senior Member
  • *****
  • Posts: 18656
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #1 on: September 25, 2012, 10:21:44 am »
Very good...! The revolver might be stretched out of spec, too, i.e. not repairable. Good the PTO and accident didn't fire it some how. Nice to see Ruger honor and support a customer as they did.  Very cool of them.. 8) ..in this day and age. And good for you.
.
.
..TM7

Online mechanic

  • GBO Supporter
  • Trade Count: (34)
  • Senior Member
  • *****
  • Posts: 5194
  • Gender: Male
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #2 on: September 25, 2012, 10:39:03 am »
Kudos for one of the last American companies.!!!
 
Ben
Molon Labe, (King Leonidas of the Spartan Army)

Online Graybeard

  • Administrator
  • Trade Count: (69)
  • Senior Member
  • *****
  • Posts: 22962
  • Gender: Male
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #3 on: September 25, 2012, 02:13:37 pm »
Quote
1.)  Is that "some kind" of notable warranty offered by Sturm Ruger and Company?  YES!

Sorry but you are wrong on this. Ruger offers no warranty expressed or implied.

They do however have one hell of a customer service policy. Kinda like Leupold but theirs is via warranty. If Ruger had a warranty I'd bet you'd not get the same level of service from them as they provide under the guise of customer service. Yes their customer service is as good as any.

Kel-Tec is another with similar policies.


Bill aka the Graybeard


I am not a lawyer and do not give legal advice.

Jesus is the way, the truth, and the life anyone who believes in Him will have everlasting life!

Offline gstewart44

  • Trade Count: (20)
  • Senior Member
  • *****
  • Posts: 1646
  • Gender: Male
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #4 on: September 25, 2012, 02:33:36 pm »
I too just had a fantastic experience with Ruger CS.     My new Ruger American Rifle had a faulty extractor.   Called Ruger,  they sent me a return label via email immediately.    Shipped out (on Rugers dime) via UPS the very next day.   Received back from Ruger in 12 days.   Spoke to a CS rep after shipping return notice was received and they were extremely polite and efficient.    My father had great experiences with Ruger CS back in the 60's and 70's  and it continues today.   GO AMERICAN!
I'm just tryin' to keep everything in balance, Woodrow. You do more work than you got to, so it's my obligation to do less. (Gus McCrae)

Offline kynardsj

  • GBO Supporter
  • Trade Count: (54)
  • Senior Member
  • *****
  • Posts: 1680
  • Gender: Male
  • Sweet Home Alabama
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #5 on: September 25, 2012, 03:24:06 pm »
Used Ruger customer servive one time in the past and agree they are top notch. They will go above and beyond to make sure their customers are satisfied.
When you were born, you cried and the world rejoiced. Live your life so that when you die the world cries and you rejoice.

Online mechanic

  • GBO Supporter
  • Trade Count: (34)
  • Senior Member
  • *****
  • Posts: 5194
  • Gender: Male
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #6 on: September 25, 2012, 03:30:18 pm »
My brother now has the families old Blackhawk 44 mag.  No telling how many thousands of rounds.  It got to where it would not cock unless you "wiggled" the cylinder, and alignment was off.  He sent it in for an estimate, and rec'd a like new gun, (same frame) for free.  This is a 25-30 yr. old pistol.  I was sold right there.  Ruger has there detractors, but they make a rugged firearm, and as has been shown, have excellent CS. 
 
Ben
Molon Labe, (King Leonidas of the Spartan Army)

Online Doublebass73

  • GBO Supporter
  • Trade Count: (46)
  • Senior Member
  • *****
  • Posts: 3056
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #7 on: September 25, 2012, 06:50:27 pm »
I love buying Ruger products since they're in my home state of New Hampshire. A girl I grew up with works at the plant in Newport. My girlfriend and I both have LCR's in 38 Special. I've never needed to use their customer service but it's nice to hear stories like this.
"A bill of rights is what the people are entitled to against every government on earth, general or particular, and what no just government should refuse."

--- Thomas Jefferson December 20, 1787



H&R Topper 88 16 Gauge Mod, H&R Pardner 16 gauge Full/.410 Full, Ruger LCR .38 Special +P, Auto Ordnance M1 Carbine, Ruger 10/22 Carbine

Offline TM7

  • Trade Count: (0)
  • Senior Member
  • *****
  • Posts: 18656
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #8 on: September 26, 2012, 09:03:14 am »
I love buying Ruger products since they're in my home state of New Hampshire. A girl I grew up with works at the plant in Newport. My girlfriend and I both have LCR's in 38 Special. I've never needed to use their customer service but it's nice to hear stories like this.
.
 I called them once with a problem and I wanted to drop the firearm off when I was nearby passing thru. But they wouldn't allow that...had to be mailed or Fed X.  That was a little disappointing.
.
...TM7

Offline gstewart44

  • Trade Count: (20)
  • Senior Member
  • *****
  • Posts: 1646
  • Gender: Male
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #9 on: September 26, 2012, 09:24:48 am »
I love buying Ruger products since they're in my home state of New Hampshire. A girl I grew up with works at the plant in Newport. My girlfriend and I both have LCR's in 38 Special. I've never needed to use their customer service but it's nice to hear stories like this.
.
 I called them once with a problem and I wanted to drop the firearm off when I was nearby passing thru. But they wouldn't allow that...had to be mailed or Fed X.  That was a little disappointing.
.
...TM7
Keeps the Feds out of their hair that way.....
I'm just tryin' to keep everything in balance, Woodrow. You do more work than you got to, so it's my obligation to do less. (Gus McCrae)

Online Doublebass73

  • GBO Supporter
  • Trade Count: (46)
  • Senior Member
  • *****
  • Posts: 3056
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #10 on: September 26, 2012, 10:18:25 am »
I love buying Ruger products since they're in my home state of New Hampshire. A girl I grew up with works at the plant in Newport. My girlfriend and I both have LCR's in 38 Special. I've never needed to use their customer service but it's nice to hear stories like this.
.
 I called them once with a problem and I wanted to drop the firearm off when I was nearby passing thru. But they wouldn't allow that...had to be mailed or Fed X.  That was a little disappointing.
.
...TM7

That does seem pretty silly. IIRC H&R would let you drop guns off back before the Remington buyout when they were in Gardner, Mass.
"A bill of rights is what the people are entitled to against every government on earth, general or particular, and what no just government should refuse."

--- Thomas Jefferson December 20, 1787



H&R Topper 88 16 Gauge Mod, H&R Pardner 16 gauge Full/.410 Full, Ruger LCR .38 Special +P, Auto Ordnance M1 Carbine, Ruger 10/22 Carbine

Offline Sourdough

  • Trade Count: (1)
  • Senior Member
  • *****
  • Posts: 8198
  • Gender: Male
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #11 on: September 26, 2012, 10:22:43 am »
I blew up my Ruger Blackhawk in .44 mag.  My fault, I shot loads not intended for a pistol.  My local gunsmith sent it back to Ruger.  They replaced the blown out cylinder and straightened the back strap.  They only charged me for a new cylinder, no labor charge for the replacement or for straightening the back strap.

I bought a basket containing a disassembled Ruger Single Six pistol, at a garage sale 30 years ago.  Some parts were missing, some were damaged, and the bluing was worn bad.  Looked like someone tried to modify it so the hammer would slip without the trigger being pulled.  Seems like I gave three bucks for it for parts.  I called Ruger and asked about the missing and damaged parts, and told her what I had.  The lady at Customer Service suggested I send it back for repair, possiably more was wrong with the gun than I could see.  I sent it to them Fed Ex.  When they recieved it I got a call from Customer Service.  The same lady told me what parts were missing and damaged, and cost of those parts.  She also told me they had a modification they would like to install at no charge, or I could leave it as it was originally built.  I told her to make the modification, and paid a minimal charge for the parts that were missing or damaged.  Three weeks later I got it back.  They had also reblued the gun at no charge as well.  I was happy, I still have that gun. 
Where is old Joe when we really need him?  Alaska Independence    Calling Illegal Immigrants "Undocumented Aliens" is like calling Drug Dealers "Unlicensed Pharmacists"
What Is A Veteran?
A 'Veteran' -- whether active duty, discharged, retired, or reserve -- is someone who, at one point in his life, wrote a blank check made payable to 'The United States of America,' for an amount of 'up to, and including his life.' That is honor, and there are way too many people in this country today who no longer understand that fact.

Offline muznut 54

  • Trade Count: (0)
  • A Real Regular
  • ****
  • Posts: 711
  • Gender: Male
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #12 on: September 26, 2012, 10:59:58 am »
I have a Redhawk 44mag great gun and a 77 350rem mag that's a tack driver. I wish I kept the ones I traded over the years.

Offline Conan The Librarian

  • Trade Count: (0)
  • Senior Member
  • *****
  • Posts: 4768
  • McDonalds. Blecch!
Re: Strum Ruger & Company - Customer Service EXTRAORDINAIRE
« Reply #13 on: September 26, 2012, 02:37:51 pm »
I'm surprised that this hasn't started a "if you'd got a DECENT gun you wouldnt have had to get it fixed" threads. I won't be doing that, by the way. It's good when a company really stands behind its products. I've had similar experience with Dillon, the progressive reloader company. I don't own any Rugers, but can definitely say Dillon is one to seriously look at if you're in the market for a progressive. I actually tried to explain to the customer service guy that I had to pay for the part I broke because it was my fault for breaking it. But he insisted that the part and the shipping was free. Guess who I'm buying from if I need another reloader like that?

 

go2gbo.com Webutation