{"id":157855,"date":"2024-04-07T13:17:54","date_gmt":"2024-04-07T18:17:54","guid":{"rendered":"https:\/\/www.gunsamerica.com\/digest\/?p=157855"},"modified":"2024-04-07T13:18:00","modified_gmt":"2024-04-07T18:18:00","slug":"ruger-sw-customer-services","status":"publish","type":"post","link":"https:\/\/gunsamerica.com\/digest\/ruger-sw-customer-services\/","title":{"rendered":"Clay&#8217;s Tale of Two Customer Services"},"content":{"rendered":"\n<p class=\"yoast-reading-time__wrapper\"><span class=\"yoast-reading-time__icon\"><svg aria-hidden=\"true\" focusable=\"false\" data-icon=\"clock\" width=\"20\" height=\"20\" fill=\"none\" stroke=\"currentColor\" style=\"display:inline-block;vertical-align:-0.1em\" role=\"img\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewbox=\"0 0 24 24\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M12 8v4l3 3m6-3a9 9 0 11-18 0 9 9 0 0118 0z\"><\/path><\/svg><\/span><span class=\"yoast-reading-time__spacer\" style=\"display:inline-block;width:1em\"><\/span><span class=\"yoast-reading-time__descriptive-text\">Estimated reading time:  <\/span><span class=\"yoast-reading-time__reading-time\">7<\/span><span class=\"yoast-reading-time__time-unit\"> minutes<\/span><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"1024\" src=\"https:\/\/www.gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1757-768x1024.jpeg\" alt=\"S&amp;W Night Guard\" class=\"wp-image-157862\" title=\"2 - A Tale of Two Customer Services\" srcset=\"https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1757-768x1024.jpeg 768w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1757-225x300.jpeg 225w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1757-113x150.jpeg 113w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1757-1152x1536.jpeg 1152w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1757-1536x2048.jpeg 1536w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1757-scaled.jpeg 1920w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption class=\"wp-element-caption\">The S&amp;W Night Guard I was very happy to find. <\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-firearm-customer-service\">Firearm Customer Service<\/h2>\n\n\n\n<p>We have one of the oddest reviews you can think of because it isn\u2019t really a gun. It&#8217;s gun-related though. Specifically, it\u2019s the customer service experience when your gun no longer goes bang. Two guns in the last two months have failed me either under 500 rounds, or straight out of the box. Which is not exactly a great look for quality control across the industry right now. I should point out, that both of these guns were purchased off the shelf. <\/p>\n\n\n\n<p>So I thought that since I had to get them fixed anyway, why not write an article about it for the customer base that has so far never had this issue? Which is probably most of us. Off the top of my head, I don\u2019t remember ever having to have warranty work on a firearm. Maybe I have been lucky, or maybe that is normal. Either way, it ends today.<\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#h-firearm-customer-service\" class=\"clickTracking\" campaign=\"ruger-sw-customer-services\" title=\"Clay's Tale of Two Customer Services\" data-level=\"2\">Firearm Customer Service<\/a><\/li><li><a href=\"#h-gun-quality-expectations\" class=\"clickTracking\" campaign=\"ruger-sw-customer-services\" title=\"Clay's Tale of Two Customer Services\" data-level=\"2\">Gun Quality Expectations<\/a><\/li><li><a href=\"#h-the-s-amp-w-customer-service-experience\" class=\"clickTracking\" campaign=\"ruger-sw-customer-services\" title=\"Clay's Tale of Two Customer Services\" data-level=\"2\">The S&amp;W Customer Service Experience<\/a><\/li><li><a href=\"#h-the-ruger-customer-service-experience\" class=\"clickTracking\" campaign=\"ruger-sw-customer-services\" title=\"Clay's Tale of Two Customer Services\" data-level=\"2\">The Ruger Customer Service Experience<\/a><\/li><\/ul><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"768\" src=\"https:\/\/www.gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3502-1024x768.jpeg\" alt=\"Ruger white box\" class=\"wp-image-157864\" title=\"2 - A Tale of Two Customer Services\" srcset=\"https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3502-1024x768.jpeg 1024w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3502-400x300.jpeg 400w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3502-150x113.jpeg 150w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3502-768x576.jpeg 768w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3502-1536x1152.jpeg 1536w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3502-2048x1536.jpeg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">The classic Ruger white box.<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-gun-quality-expectations\">Gun Quality Expectations<\/h2>\n\n\n\n<p>Before we talk about those specific experiences, let\u2019s talk about what it means. Do I expect, to some degree, quality control to slip during a crisis? Yes, it\u2019s just a fact of life. When the pressure of backorders starts really building, things do fall through the cracks. In the last great gun rush, I was closer to the manufacturing side, as was my wife. In the 2013 crisis, a lot of companies hired a third shift, meaning the machines ran 24 hours a day. Not only was quality control hard-pressed to keep up, but people got a lot less picky about some details. Which has validity. If you were unarmed today, and things were getting really bad, would you want (a.) no gun or (b.) a gun with a tool mark on the inside of the mag well? Yeah, me too.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Now the flip side of that is you are paying a premium for a blaster, it better show up perfect. And it\u2019s a very real problem if guns are scarce, and the one you managed to buy doesn\u2019t work. Reputations are hard to build and easy to destroy, as well as I would be beyond upset if my carry gun failed when I needed it. Provided I somehow lived through the experience.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"1024\" src=\"https:\/\/www.gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1769-768x1024.jpeg\" alt=\"Revolver Cylinder\" class=\"wp-image-157865\" title=\"2 - A Tale of Two Customer Services\" srcset=\"https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1769-768x1024.jpeg 768w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1769-225x300.jpeg 225w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1769-113x150.jpeg 113w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1769-1152x1536.jpeg 1152w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1769-1536x2048.jpeg 1536w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1769-scaled.jpeg 1920w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption class=\"wp-element-caption\">6 rounds of big boy 45 ACP<\/figcaption><\/figure>\n\n\n\n<p>We decided to call up both companies, on camera, just to see how they would deal with the problem. Which is also a pretty cool insight for those of us on the inside of the industry. Do I know, for a fact, that sometimes gun companies cherry-pick the guns they send out to writers? Yes, I do. My wife was actually in charge of that department for a pretty big player, and those guns got quadruple-checked. This is kind of bullshit, but it is how things happen. Do I also know executives at both the companies in question today? Yep, and I have no doubt I could have gotten my problems resolved that way too.&nbsp;But having the time on my hands to wait, I wanted to see how this goes for the average Joe.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-s-amp-w-customer-service-experience\">The S&amp;W Customer Service Experience<\/h2>\n\n\n\n<p>Gun number one was a doozie. You may remember a few months back, I was very excited to have found a <a href=\"https:\/\/www.gunsamerica.com\/digest\/smith-and-wesson-325-night-guard\/\" target=\"_blank\" class=\"clickTracking\" campaign=\"ruger-sw-customer-services\" title=\"Clay's Tale of Two Customer Services\">Smith and Wesson Night Guard in 45 ACP<\/a>. That is a gun I wanted for a long while, so I snapped it up at the full price of $1200. I did the review on it, all good, and then my son-in-law wanted to shoot it. We went to the range, and imagine my surprise when the cylinder stopped revolving on his first 6 rounds. As a non-wheel gun guy, I didn\u2019t even know that could happen. <\/p>\n\n\n\n<p>This is especially problematic when we look at the reputation of revolvers. Ask a gun guy to name the top three weapons that will go bang, no matter what, when you pull the trigger. Kalashnikov, Glock, and S&amp;W Revolver are likely to be the answer in some order. Having one quit under 500 rounds is not ideal.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"1024\" src=\"https:\/\/www.gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1761-768x1024.jpeg\" alt=\"S&amp;W Night Guard barrel\" class=\"wp-image-157866\" title=\"2 - A Tale of Two Customer Services\" srcset=\"https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1761-768x1024.jpeg 768w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1761-225x300.jpeg 225w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1761-113x150.jpeg 113w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1761-1152x1536.jpeg 1152w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1761-1536x2048.jpeg 1536w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_1761-scaled.jpeg 1920w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><figcaption class=\"wp-element-caption\">Just right on barrel length<\/figcaption><\/figure>\n\n\n\n<p>Smith and Wesson customer service was Johnny on the Spot, I will give them that. As soon as they ran the serial number and saw that I was the original owner, even if the Night Guards have been out of production for 10 years, a return label was on the way. I was also impressed that the guy on the phone had a rough timeline, 6-8 weeks. I can\u2019t even really be mad about the 6-8 weeks bit. As revolvers have become less popular, the men who can work on them have become more scarce. In the current world, 6-8 weeks isn\u2019t that bad. But, and it\u2019s a big but, only because I have other guns. I would likely be a lot less impressed if I had saved up for the one and only, and it was going to spend 2 months in Massachusetts whilst I twiddled my thumbs. &nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-ruger-customer-service-experience\">The Ruger Customer Service Experience<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"768\" src=\"https:\/\/www.gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3442-1024x768.jpeg\" alt=\"Ruger Charger on a stump\" class=\"wp-image-157867\" title=\"2 - A Tale of Two Customer Services\" srcset=\"https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3442-1024x768.jpeg 1024w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3442-400x300.jpeg 400w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3442-150x113.jpeg 150w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3442-768x576.jpeg 768w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3442-1536x1152.jpeg 1536w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3442-2048x1536.jpeg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Ruger Charger <\/figcaption><\/figure>\n\n\n\n<p>The next less-than-ideal situation came from Ruger. I have been looking for a Charger for a while and spotted one at my local gun shop. I get it home, pull it out of the box, and the hammer won\u2019t drop. Less than ideal. A quick trip to the Ruger forums, and we discover the problem is most likely that the safety has been installed upside down. And further research shows that while I probably can successfully rebuild a 10\/22 trigger pack, I really don\u2019t want to.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"768\" src=\"https:\/\/www.gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3503-1024x768.jpeg\" alt=\"Ruger Charger 10\/22 Trigger Pack\" class=\"wp-image-157868\" title=\"2 - A Tale of Two Customer Services\" srcset=\"https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3503-1024x768.jpeg 1024w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3503-400x300.jpeg 400w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3503-150x113.jpeg 150w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3503-768x576.jpeg 768w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3503-1536x1152.jpeg 1536w, https:\/\/gunsamerica.com\/digest\/wp-content\/uploads\/2022\/01\/IMG_3503-2048x1536.jpeg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">The trigger pack in question<\/figcaption><\/figure>\n\n\n\n<p>Once again, this isn\u2019t a huge deal for me in my situation. I have other 10\/22 rifles, and swapping the trigger pack immediately solves the problem. But is it a huge deal if you don\u2019t, and this was supposed to go under the Christmas tree for Junior or Sally? That is a bigger issue, and it shouldn\u2019t have happened. Off to Ruger customer service we go.<\/p>\n\n\n\n<p>The first customer service line was broken, which is not a great start. The fortunate thing about Ruger being the biggest firearms manufacturer though, they have several. Prescott failed us, but New Hampshire did not. Customer service was as quick and thorough as S&amp;W, had I been willing to just send the whole gun in. I did inquire if I could send just the trigger back, which they also would have accepted, but I would be on the hook for shipping in that case. Is $9.95 a show-stopper? In principle, it&#8217;s $9.95 I shouldn\u2019t have to spend. Or that I could take off of just buying an upgraded BX Trigger. So I\u2019m not mad, but I\u2019m not overly impressed either.<\/p>\n\n\n\n<p>Do things happen? Yes, to be sure. And I\u2019m happy that they are at least getting sorted out. Overall, it could have been a lot worse, no question. But maybe time to take a closer look at spare parts you may need, and spare guns if you don\u2019t have them.<\/p>\n\n\n\n<p><a href=\"https:\/\/ruger.com\/index.html\" target=\"_blank\" class=\"clickTracking\" campaign=\"ruger-sw-customer-services\" title=\"Clay's Tale of Two Customer Services\" target=\"_blank\" rel=\"noreferrer noopener\">Visit Ruger Firearms<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/www.smith-wesson.com\/\" target=\"_blank\" class=\"clickTracking\" campaign=\"ruger-sw-customer-services\" title=\"Clay's Tale of Two Customer Services\" target=\"_blank\" rel=\"noreferrer noopener\">Visit Smith &amp; Wesson<\/a><\/p>\n\n\n\n<p class=\"has-text-align-left\" style=\"font-size:24px\"><strong><em>*** <a href=\"https:\/\/gunsamerica.com\" target=\"_blank\" class=\"clickTracking\" campaign=\"ruger-sw-customer-services\" title=\"Clay's Tale of Two Customer Services\" target=\"_blank\" rel=\"noreferrer noopener\">Buy and Sell on GunsAmerica!<\/a> ***<\/em><\/strong><\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Two different firearms that didn&#8217;t work required that I deal with Customer Service as a regular guy. This is how it worked out. <\/p>\n","protected":false},"author":36,"featured_media":157862,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_specdata_upc":"","_specdata_placement":"","footnotes":""},"categories":[226,72,258],"tags":[3242,102,108,73,60],"featured":[],"hunt365":[],"class_list":{"0":"post-157855","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-clay-martin","8":"category-columns-gunsmithing","9":"category-teachable-moments","10":"tag-customer-service","11":"tag-feature-articles","12":"tag-guns","13":"tag-ruger","14":"tag-smith-wesson"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Clay&#039;s Tale of Two Customer Services<\/title>\n<meta name=\"description\" content=\"Two different firearms that didn&#039;t work required that I deal with Customer Service as a regular guy. 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