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Ruger Customer Service? feedback anyone? UPDATE!

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Ruger Customer Service? feedback anyone? UPDATE!

Old 08-27-2011, 05:48 PM
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Default Ruger Customer Service? feedback anyone? UPDATE!

Just back from the range - Pissed off is an understatement

Recently purchased a Ruger LC9 as a daily carry. 2 friends have them and love it and I liked the way it feels in the hand and shoots. Its a slender, single stack 9, that is comfortable enough to pocket carry.

1st time I took it to the range, I put 100 rounds through it and of the first 50 - 8 or 9 rounds failed to fire. was talking with the gun shop personnel and they looked at the bullets and said the gun appeared to have a very light strike. I though perhaps it was bad ammo. 2nd box - was fine.

took it home, cleaned it. tonight after abut 5 rounds it started to happen again. became increasingly worse - got to the point where more failed to fire then fired. looked at the bullets and casings - those that fired and those that did not. some of them have the slightest mark on them - some not at all. even some of the ones that fired barely have a mark on them - it is a wonder they fired

will call Ruger on Monday and send the gun back to them. Really ticks me off that this is the only way to get warranty service - and I have to pay to FEDEX it to them! - it states it in the warranty!

anyone have warranty service with them before? How can I expect to be treated? will they reimburse the shipping?

Last edited by makosteve66; 09-25-2011 at 03:28 PM.
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Old 08-27-2011, 05:57 PM
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What brand of ammo?
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Old 08-27-2011, 06:10 PM
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Yea, could be the ammo. Some of the cheaper 9mm stuff has caused problems in other 9mm pistols, so you might try a brand that has a higher velocity.

But to answer your question, my experience with Ruger is that they have great customer service.
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Old 08-27-2011, 06:17 PM
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If you bought it at a local store, I'd start there. How old is it?
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Old 08-27-2011, 06:33 PM
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I have called and interacted with Ruger CS over two friends guns. It was a first class and ending experience.



I'd look at a ammo issue first if it was mine.
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Old 08-27-2011, 06:36 PM
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Originally Posted by cedarholm View Post
What brand of ammo?
Originally Posted by First Light View Post
Yea, could be the ammo. Some of the cheaper 9mm stuff has caused problems in other 9mm pistols, so you might try a brand that has a higher velocity.

But to answer your question, my experience with Ruger is that they have great customer service.
the ammo was Lellier & Bellot FMJ 115 gr POLICE. The store and range that I was at has tons of it - they have been using that for range ammo- the guys at the range said that they have probably sold thousands of boxes over the last 2 months for use in the range and they have had absolutely no complaints - except for a person with the same gun!

I can't believe that it is the ammo as when I look at the casings of the ones that have fired and those that have not, they are showing such a slight strike that I can't believe that some of them have fired. I will try to take a pic, but I doubt it will come out good enough to see.

Also the last thing that I did before I left the range, was to reload the magazine with my carry ammo, Speer Gold Dot +P. I tried to fire that and the same thing. - the first 2 rounds fired and then the 3rd did not. racked the slide and the next one fired, but the one after that did not. same thing and the bullets look like they were hardly touched

It looks like the firing pin barely touched them! just a slight indentation - some just a scratch
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Old 08-27-2011, 06:39 PM
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Originally Posted by Marlin009 View Post
If you bought it at a local store, I'd start there. How old is it?
I have not gone back to the store where I bough it, but the range/store where I bought it said that the shops are powerless in dealing with a warranty issue - that the gun must go back to the manufacturer. the literature that came with the gun says the same thing.

Good to here some of the experiences that I am hearing
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Old 08-27-2011, 06:43 PM
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Did you take it down, and clean it before taking it to the range? If not, do that next. Ruger packs so much heavy grease before they ship their guns, it's amazing that they fire at all.

Take it apart, clean it thoroughly, and lightly oil. You will be amazed at all the black grease that you get out of it.

I don't know anything about that ammo you are using, but i have put 300 rounds of remington, downrange after initial cleaning, and had no FTF or FTE.

That said, I have read nothing but praises of ruger service. If it has to go back, call them, and they will send you a prepaid overnight shipping label.
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Old 08-27-2011, 08:00 PM
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They had a recall awhile back on the LCP's. Customer service during that was great, they sent me a box, performed the recall work, and had it back in less than 2 weeks.
Call them, they'll make it right.
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Old 08-27-2011, 08:16 PM
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Tell them you want a new gun.

You dont want a failure to feed when someone breaks in to your house.
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Old 08-27-2011, 08:27 PM
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CaptWill: I cleaned before first use and after the first trip to the range -

Another good experience with their Customer Service! - thanks - hoping it will be ok
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Old 08-28-2011, 05:59 AM
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Originally Posted by makosteve66 View Post
I have not gone back to the store where I bough it, but the range/store where I bought it said that the shops are powerless in dealing with a warranty issue - that the gun must go back to the manufacturer. the literature that came with the gun says the same thing.

Good to here some of the experiences that I am hearing
I agree it should go back to the manufacturer for repair or replacement. My point was that when I had an issue with my P238, the store/range that I purchased it from handled all of that. It actually had to go back twice because it had the same problem after I got it back the first time. The second time they replaced the gun. Since it was new, the store agreed to keep that one and let me get a Kahr P380 instead. It was the 4th gun I'd purchased from them in a year so that may have had something to do with it. I'd be surprised if Ruger, or your shop, didn't handle it in a similar fashion, especially if it is a new gun. Good luck.
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Old 08-28-2011, 06:07 AM
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Get a new gun....tell them to replace it. If fixed, sell it and buy a quality side arm. You do NOT compromise with guns!

My old man was a serious Gman in the 70's-80's. Thats my training talking.....
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Old 08-28-2011, 03:15 PM
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I had a piece of my P95 need to be replaced. I took it to a gun shop in Fort Lauderdale, they said "hey, let's send it to Ruger instead of you paying for it" so I agreed, they sent it out, about 3 weeks later, they called me and said "ugh, mr xxxx are you going to pick your gun up, it's been sitting here for 5 days now." WAY fast turn around time, but no one ever called me from Ruger to let me know the status of the thing.
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Old 08-28-2011, 03:32 PM
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If you bought it from a dealer they should be handling the hole thing thats what there are for!!
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Old 08-28-2011, 03:54 PM
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They are known for out standing CS. Tell them you would like a prepaid shipping label, be very nice to the staff on the phone, camley explain the problem on your brand new firearm and there is a very good chance they will cover the freight. Let us know how you make out.

I have a number of Ruger firearms and while I have had no failures, my one interaction with CS on a screw I lost was sent at no charge dispite my attempt to pay.
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Old 08-28-2011, 04:05 PM
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Originally Posted by Hollywood9s View Post
They had a recall awhile back on the LCP's. Customer service during that was great, they sent me a box, performed the recall work, and had it back in less than 2 weeks.
Call them, they'll make it right.
Same experience.....plus they threw in a hat and an extra magazine. Ruger is notorious for excellent customer service. As another poster suggested, if you ask them they just might cover shipping both ways.
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Old 08-29-2011, 05:51 AM
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Originally Posted by Jim McQuade View Post
They are known for out standing CS. Tell them you would like a prepaid shipping label, be very nice to the staff on the phone, camley explain the problem on your brand new firearm and there is a very good chance they will cover the freight. Let us know how you make out.

I have a number of Ruger firearms and while I have had no failures, my one interaction with CS on a screw I lost was sent at no charge dispite my attempt to pay.

My experiences have been the same. Great advice here.

I have many Ruger's now in various calibers. They are a personal favorite of mine....partly from the CS i've seen.
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Old 08-29-2011, 10:05 AM
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called this am. waited on hold a while (but they offer the option of leaving a message and they tell you how many callers are ahead of you. there were 5, but I waited rather than leave a message) explained problem to the rep. she was very pleasant and asked for the serial number, name and address, etc. the said she would email me a pre-paid UPS overnight label and that I can print it and call UPS, she asked me to send the the firearm with a letter explaining the problem and they will check it out. they offerd the shipping label before I had to ask. so far so good
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Old 09-25-2011, 03:50 PM
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CONCLUSION

Shipped them the gun, they had it about 2 weeks and I had not heard anything yet. Called them and waited on hold for a long time, could not wait any longer so I pressed the option to leave a message.

2 days went by and I did not hear back, so I called again and again was on hold a while. Left another message stating that I it as the 2nd message and I did not receive a call back.

Received a call back from a woman about 20 minutes later. I had to give her my name and serial # of the gun (even though I did leave that information on my message). I told her that I was looking for status on the repair and she told me that the system showed it was completed and they were ending it back to me - overnight. I asked her what they found and she said she did not know, but there should be an explanation in the box.

received the gun back the next day. packing slip with it said that they "repaired the slide" and that they fired 42 rounds with no malfunctions. it also said that they can not guarantee the gun with foreign ammunition.

I also read a review of the gun (Ruger LC9) in Concealed Carry Handguns, in which the reviewer used 3 types of ammo, Hornaday Critical Defense, Federal American Eagle and Sellier & Bellot - the same ammo that I had used both times I went to the range, and the article states:
"Of the three brands, the LC9 showed a distinct distaste for the Sellier & Bellot, with multiple failures to fire and eject. After a half dozen misfires out of 50 rounds, I withdrew the S & from the test. There were no failures or misfires with the others."

I went to the range this am and put 150 rounds through the gun with ZERO failures (and in 3" or less groups at 25 feet). I used Winchester White and the 44 rounds that I had left of the Sellier & Bellot (which will never go in the gun again)

Very pleased with the way the whole matter was handled by Ruger, and again have confidence in the gun as my daily carry.
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