Ruger service busy?

Two Rivers Marshal · April 13, 2009, 09:33:43 PM

Bought a NMV in 45lc, got it home and stripped it down to clean it and found the cylinder was not bored cleanly. Looks like the bit broke while drilling or something, almost couldn't get the pin back in. Called Ruger, they said send it back and they would make it right.

Have always heard they have the best service in the business. They have had it darn near 10 weeks and it is still on the work bench waiting to be looked at and no guess when they will get to it.

Just wonderin if they are that busy? Anyone else have a long wait to get a repair done?

Anxious to get my lil friend back.

TRM

Ten Wolves Fiveshooter · April 13, 2009, 10:39:35 PM

Call back and ask to speak to one of the supervisors, sometimes the gal that answers the phone doesn't make sure things follow channels , and things do get lost, 10 weeks is way out of line for Ruger, unless it's the rush on there firearms like all the others, all these company's have back orders up the gazoo, but give them a call and express your disappointment over this. your gun might just have been over looked.

tEN wOLVES

Two Rivers Marshal · April 14, 2009, 09:03:26 PM

Called them today, still no idea where it is in the process. They admitted that 10 weeks is way off the norm. They said they would put in a status request and hopefully get back to me by the end of the week. After explaining that this was a brand new gun that had not even been fired yet and how Ruger was to have the best service of em all, they said they will try to have an answer tomorrow or Wednesday.

So for now its an apology and wait to hear back.

Marshal Deadwood · April 15, 2009, 12:42:35 PM

I got the same thing from Colt once. My gun was lost. They had signed for it,,THEN lost it.

See if someone signed for you gun when it arrived at Ruger. If so,,they have lost it. If not,,,the carrier has lost it.

MD

Two Rivers Marshal · April 15, 2009, 10:46:32 PM

They called back this morning. They are now saying it will be approx 2 more weeks to repair it. I asked what they had to do and they said there was no information, just that it will take 2 more weeks. I did get the letter saying they received it so i know fed x didn't lose it.

Would think they would have something saying what they were gonna do to it. They said there will be a packing slip in the box when they send it back saying what was done to it.

Just ranting here, but it makes me wonder if I really want to purchase another to have a pair of em with all the problems I've had with this one.

Pokey Packrat · April 19, 2009, 06:55:57 AM

Two Rivers Marshall, I also had a problem with my NRV 45lc, I sent it back and had to wait about 7 weeks to get it back. IMO the

wait was definately worth while, the gun was repaired properly, numerous new parts were added and being Stainless steel the

polish job was beautiful. There was no charge at all either! It sure would be nice if the guns left the factory with as much Quality

as they have when there returned from the service shop. Hope you'll be as satisfied as I have been. I'll definately continue to buy

RUGER!

Pokey

Ten Wolves Fiveshooter · April 19, 2009, 09:33:48 AM

You know Pards, I think Ruger is just over run right now with the frenzy that's going on with guns and ammo in general, I been using Ruger firearms since the 60's, they have always been a top notch company, in 07 I sent one of my new Ruger Vaquero's back to them and got it back three weeks later, fixed and no charge to me, just to give an idea of how things are right now, I ordered a Hornady L&L AP loading press last Dec.20, 08, and I just got April 10, 09 10 days short of 4 months, everything is nuts right now, but it should be calming down soon. And you still can't go wrong with a Ruger, their strong reliable quality built guns. IMHO

tEN wOLVES

Two Rivers Marshal · April 19, 2009, 10:37:19 PM

Most likely will continue buying Rugers as they are almost indestructible and I really do like em. Just a bit upset when every time I had called, they just said they don't know what the status is. Would be much better if they just said we are real busy and its gonna take longer than usual.

Never been much for making things up, just tell the truth and everyone will be happy.

Dean

Ten Wolves Fiveshooter · April 19, 2009, 10:58:03 PM

I agree Pard, the problem they seem to have is you never know who is going to answer the phone, and I'm not sure they're all trained in that field, Ive had conversations with some of the help, and even though they wanted to help, they were giving me the wrong answers, and again I don't blame that person he/she was just trying to help out, but as a customer it isn't appreciated. Butt all and all they do a great job of keeping us Americans in American made guns. ( IMHO )

Regards

tEN wOLVES

Two Rivers Marshal · April 30, 2009, 10:51:10 PM

So the UPS driver leaves a note on the door today. Couple phone calls later and tonight I got to pick up my baby. Like a little kid I opened up the package to see my long lost friend.

Thats when the excitement began to go down hill...

Opened up the loading gate and gave the cylinder a spin... what i had expected to be a nice smooth spinning cylinder sounded like a buck board on a gravel road. You could feel the vibrations in the grips while it was spinning.

Disassemble it and the hole still looks as rough as when I sent it to them. It did have a new base pin installed. Spinning the cylinder on the base pin out of the frame, it vibrates due to the grooves inside the cylinder rather than spinning nice and smooth.

The packing slip says they repaired the cylinder (not sure how you repair it, figured they'd replace it

, replaced base pin, repaired ejector rod and adjusted trigger pull. Didnt know there was anything wrong with the last two items, but it does have the nicest trigger pull I've seen, it sure is smooth...

Here is my problem... obviously going to call them tomorrow. Do I send it back again for another 3 months or should I just shoot it and get a few spare pins to keep on hand to change out?

One other small nit.. said they test fired it, would have thought they would clean it afterwards, not sure what they use for test ammo, but my barrels usually dont look that dirty after a full days shooting.

Sorry to rant here, but figured i could vent here and be able to be somewhat calm when I called them. Just upset a bit havin saved to get it and still can't use it.

TRM

Marshal Deadwood · May 01, 2009, 02:12:39 PM

I hear ya.

I wont mention names,,but one big rifle company that starts with the letter in the alphabet before 'S'... has left me caustic. They make good rifles and shotguns (modern guns here) but,,lo' to the Gods if you need a repair. Their service is nil to none and rude as hell to boot. I'll buy their guns, but if one IS defectivce, I'll just trade it and never send it back. And this hasnt been a one issue event either,,,I'm talking several guns thur the years,,,maybe four ? Luckily they DO build a quality firearm,,,so it's usually worth taking a chance on.

I'd have thought better of Ruger. For the same price,,(appx) one can buy a USFA Rodeo,,and I hear they don't quibble if a gun isn't right,,but actually PERFER to make it right. That is why USFAs are the most coveted 'buy' in cowboy shooting today.

THAT sells guns . THAT makes them M O N E Y. Now, if their executives could grasp that concept.

My best to you in your adventures with Ruger. Not to dis-illusion you, but I'd sell it and go another route. UNLESS...they promised to replace it, and NOT quibble. But, they won't.

MD

Dirty Brass · May 01, 2009, 03:31:16 PM

I guess I feel your pain - it's a b#%$ to buy something, have a problem, and then have to wait and wait for repairs/returns. However, as an FFL having sent quite a few guns in for repairs to half a dozen manufacturers, I can honestly say not one of them breaks any records for speedy returns. Most get it right - eventually - but the delays are horrific. On the other hand - and maybe it isn't an excuse, 'cause it shouldn't happen anynow, many of these places are buried with recall work and such, and I think they concentrate on safety issues before functional issues. Just my opinion - I don't know for a fact.

As to your cylinder problem - I think i concur in that you should trade it if you're in a hurry. Doesn't sound like something you'll get accomplished with any expediency, I don't care who made it. Sad, but unfortunately probably the case.

Two Rivers Marshal · May 01, 2009, 07:39:58 PM

Well I talked to the folks at Ruger today. The explanation they gave me is that the "wobble" is because the NMV was designed for cowboy shooting and had different tolerances than the others like the Blackhawk and such. They said if it was out of the factory tolerance it would have been replaced. I asked about the groove/jagged boring in the cylinder and they said it should be fine. If it starts to damage the base pin again I can send it back and they will give me a new pin at no charge. (umm... ok)

Couldn't really believe when he said it was meant for cowboy shooting that it was some how ok to be of less quality than the rest of their products. ( at least that's the way I took it)

Going to call around this weekend and see if any other stores happen to have a NMV in stock I can look at and see if it is the same as mine. Guess if it is, will start shootin it and see how it goes, otherwise I dont think it will stay in the safe for long.

Appreciate all the feedback on this folks.

TRM

ashlyngr · June 03, 2009, 09:13:14 PM

I just received a NMV back from Ruger. It came with cosmetic issues due to sloppy finishing. After 2 1/2 months, I'm quite happy with the repairs.
My best repair experience was with a Springfield 1911. I really screwed up the slide trying to change out my front sight using the wrong tools. Besides discovering I wasn't cut out to be a Gunsmith, I found out how expensive it is to replace a slide.
The telephone receptionist connected me with David Smith. He promised me a perfect repair, not a replacement. He also explained that a Springfield repair still preserves their lifetime warranty. When I got my pistol back he sent a note that he found that the front sight was out of spec and somehow got the manufacturer to pay for half the repair. What a beatiful job.
A few weeks later, David Smith was highlighted in the NRA Magazines as the Pistolsmith of the Year. I guess the moral is that there are companies that want to make customers happy. And based on my experience, I have bought two more springfield products.

Old Overholt Rye