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Discussion Starter · #1 ·
I received my box from Ruger in the mail yesterday. I was instructed to call Ruger to obtain the shipping label, so I could send my LCP back for the recall. I tried to call five or six times yesterday evening and couldn't even leave a message because the voicemail box was full. I finally got through to a person first thing this morning and the lady said she was e-mailing me my shipping label at that very moment. After several hours I still haven't received the e-mail. so I'm pretty sure it was never sent or she sent it to the wrong person. I have been trying to call back since then and can't get through to a person or even leave a message. It amazes me that a company of this size can't handle something like this. They obviously knew how many pistols they had out there to fix and what that would involve, but they weren't ready for it. I've seen previous posts from various people stating how good Ruger's customer service has been to them, but the only thing I'm going to remember is how it was the first time I had to deal with them. I'm sure there are a lot of other people out there that feel the same way.
 

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I also just received the box. Since I'm not home for the UPS pickup, I'm trying to call for a shipping label. Lots and lots of attempts to reach a person at Ruger. Got through to leave a message but no reply to that.

I wasn't really upset at all about the recall ...until now.
 

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I called Ruger questioning when I would receive instructions and was told the box was mailed on 12/4 (after signing up 10/30). After a week I called and was told they would email me a shipping label. The label was received the same day and I promptly returned the gun as instructed on 12/11. The box finally came on 12/15 after the pistol was returned.

I think they're doing the best they can. Their usual mission is to get product OUT the door, not receive returned product IN the door.
 

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LtHunter said:
It amazes me that a company of this size can't handle something like this. They obviously knew how many pistols they had out there to fix and what that would involve, but they weren't ready for it. I've seen previous posts from various people stating how good Ruger's customer service has been to them, but the only thing I'm going to remember is how it was the first time I had to deal with them. I'm sure there are a lot of other people out there that feel the same way.
Two weeks ago I was extremely bent out of shape over waiting more than 6 weeks to get my LCP back and then finding out that they hadn't even had a look at it yet. Interestingly, hearing how good other people's experiences with Ruger had been just made me even more annoyed. So, I'm not going to say anything that is going to come across as "don't be annoyed", which is very annoying to hear when you really want to vent about how annoyed you are.

However, impatiently pushing floor buttons in an elevator does not make the elevator move faster. Ruger is overwhelmed and that is that and there isn't anything any of us can do about it. I have another Ruger in for repair that has been there 5 weeks and my GS called today and checked on its progress and it has just made it into the gunsmithing shop.

They are basically having to remanufacture a fairly large base of already-shipped guns. It is a monumental undertaking. I seriously doubt that all of AZ has enough out-of-work gunsmiths to be able to redo the entire production of one of the most popular newly-introduced guns in history. I read somewhere that they were cranking out 500 LCPs per day. With 60,000+ of them out there, that is 24 weeks of production. Everyone has been chomping at the bit to get theirs in to Ruger and back to them, and as the flow increases I expect the turnaround time will do the same.

Let's not take out our frustrations on the poor stiffs who work at Ruger. I know that I would probably hate to be working there right about now.

Instead of comparing yourselves to the guys saying "I got mine back in FOUR DAYS!!!" and getting hacked off about it, you can look at those of us who waited about 8 weeks and be glad you aren't us. ;D
 

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Lol, they didn't have time to do it right the first time but they have time to do it over.

I do software development. I've seen lot's of that. I loved it when I was a consultant. Job for life if I wanted it.

Dan in ABQ
 

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Considering what the LCP is Obviously intended for, I does seem strange to me that they didn't discovered this Feature as part of their product development / testing process.
 

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_87120_ said:
Lol, they didn't have time to do it right the first time but they have time to do it over.

I do software development. I've seen lot's of that. I loved it when I was a consultant. Job for life if I wanted it.

Dan in ABQ
Another software developer here. :eek: Also a project manager of teams involving software engineers, electrical engineers and mechanical engineers. By far the most mysterious to me was mechanical engineering. Their challenges are somewhat unique, usually operating near the limits of the envelop of function, failure avoidance, manufacturability, physics and cost of production. Testing is rigorous and frequently prescribed by industry standard. Once the product is assembled and tested as a system, there is always pressure to put it into production. The managers push (even ex developers like me) and the engineers resist. That tension is a good thing and generally comes to a good balance between business and safety. When the balance is far out of wack, you get disasters like the Challenger.

In spite of the best efforts of all, some failure modes or performance issues are not found during development and testing. Additionally, changes are made during production sometimes to improve manufacturability, sometimes to improve performance and worst of all, sometimes to process a recall. If they discover a problem, do they jump in to fix it or hide from it. How the company executes is my mark of a good company. In that framework, Ruger is a great company. I have confidence that if Ruger is having any problems in recall processing or repair processing, they will act promptly to address them.

If your situation seems way outside that related in these threads, try dropping them an email. If that doesn't bring satisfaction, try calling customer service. If you do neither, I don't want to hear from you.

Your patience will be rewarded!
 

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MountainGator said:
Considering what the LCP is Obviously intended for, I does seem strange to me that they didn't discovered this Feature as part of their product development / testing process.
From what I have heard, demand for this product has blown their wildest projections out of the water. It was announced late last winter at a big trade show. Ruger projected that they might sell 50,000 the first year, and they left the show with advance orders for 90,000. From that point forward they were probably doomed to one sort of headache or another. If they didn't try to meet demand, that would have made people angry. If they announced it but held it back from market until they had done more testing, that would have made people angry. If they had discovered that they could not really produce a viable product and make money on it at that price point, and when it came to market it was priced more in line with the Kahr or Desert Eaglet .380s, that would have made people angry.

Y'know, some people would gripe if you hung them with a new rope. ;D

It is what it is, and ain't what it's not. It is a pretty inexpensive gun from a well-known company which stands behind its products. It's not a Seecamp or NAA Guardian at about half the price and triple the availability. It's probably better quality on the average than a Kel Tec, at about the same price. There are cheaper guns that I think are overall better guns, but they are not as small, light, and concealable.

Since there are so many software types here, surely you guys know this old saw - "Good, fast, cheap - if you do things right, you can have two. Do things wrong, and you will be lucky to get one. Really screw up, and you strike out completely."

Ruger is trying for "good" and "cheap". I think it's when they tried to add "fast" that things got out of hand.
 

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I left Ruger a voicemal and got a call back within 2 hours. The lady I talked to did tell me that there is only 8 people handling the calls and stuff like that. So I am sure they are overwhelmed. I don't know how many people are actually handling the repairs.
 
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Howard and argyle (thought those were socks ...) ...

Thank you for your contributions to this forum ... I get real smile reading your posts, even the less than positive ones.

You guys obviously have a certain part of life figured out, and I enjoy your points of view. I suppose this post will be moved to "Pointless, off topic bloviating" but that's ok ...

BTW, you could throw we mortals a bone every so often with an occasional spelling error ...

John
Durand, IL

(more guns than I can list, but none as much fun as the grandbabies ...)
 

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Patch44 said:
BTW, you could throw we mortals a bone every so often with an occasional spelling error ...

John
Durand, IL
I use Firefox as a browser. Built in spell checker so I have to work hard at ignoring it's reminder. I usually credit my typing rather than my spelling to the errors it finds. Truth be known, it's both.
 

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turn on the evening news, it's tough times out there for ALL companies. resources are strained. this is not 1997. eight people answering the phones that's quite a few. although i would try to make more use of email than telephone, they never did reply to my email.

did i mention my recall work was done in little more than a day? my lcp only spent 30 hours in ruger prescott according to ups records.
 
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I recieved my box Monday, called all morning Tuesday, gave up and ended up paying $8.00 to send it myself. I figured a few bucks was worth the time I'd spend frustrated on the phone hoping to get someone, then waiting for an email with the label.
 

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With the present business down turn I doubt if Ruger did or will add extra help in working this recall problem. I just appreciate the fact Ruger is working the bugs out of a product probably released for production a mite soon. Now if Ruger was standing in line such as auto manufacturers, banks, mortgage companies, governments at all levels for a government (tax money) handout, I suspect Ruger could afford to gamble and hire more people. I personally hope to purchase a couple of more Ruger firearms next year in order to help an American firearm company stay in busness.
 

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RedPepper2 said:
With the present business down turn I doubt if Ruger did or will add extra help in working this recall problem. I just appreciate the fact Ruger is working the bugs out of a product probably released for production a mite soon. Now if Ruger was standing in line such as auto manufacturers, banks, mortgage companies, governments at all levels for a government (tax money) handout, I suspect Ruger could afford to gamble and hire more people. I personally hope to purchase a couple of more Ruger firearms next year in order to help an American firearm company stay in busness.
Do you think the Obama administration and the new congress would be sympathetic to a firearms industry bailout????

Couldn't you just picture the CEO's of Ruger, Kimber, Springfield Armory, Smith and Wesson and a couple of others flying in on private jets to beg the government for a few billion dollars to help them out of a tough time. :D

Would I ever like to watch those hearings on T.V.! :)
 

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RedPepper2 said:
I personally hope to purchase a couple of more Ruger firearms next year in order to help an American firearm company stay in busness.
I also plan on supporting Ruger in the near future! My next purchase will be a P345. Hopefully real soon!!!
I've "fondled" numerous .45's at the last few gun shows as well as local gun shops and for some odd reason the Ruger P345 just seems to be MY best fit!!
 

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Discussion Starter · #19 ·
I am quick to call someone out on crappy customer service, but I am also quick to give credit when it's due. After the bad experience trying to get through to Ruger I finally shipped my pistol on 18 December and got it back today at lunch. Apparently they've skimped on the customer service personnel, but hired plenty of gunsmiths. I got a new mag and a hat, and hopefully my LCP will still fire.
 

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As yet I have not even thought about sending it in, maybe after the first of the year. John
 
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