Ruger's Customer Service - My Recent Experience

View · by **dleong** on Thu Sep 17, 2015 7:05 am

I recently sent my 2002-vintage satin stainless Ruger GP100 back to the factory for refinishing, as I had inexpertly tried to polish out a tiny scratch on the frame but ended up ruining the finish trying to blend the spot in with the surrounding area (there was no Dremel tool involved in the attempt--just 1000 grit aluminium oxide sandpaper and water).

I contacted Ruger's Customer Service to initiate the process, and spoke with a very nice lady, Patricia, who issued an RMA number and indicated the cost of the refinishing would be determined after they had received and examined the gun. They would then contact me to arrange payment; I was perfectly fine with this and was willing to pay whatever it would cost--after all, it was my screw-up. Patricia also mentioned the turnaround time for refinishing work was typically two to three weeks.

According to FedEx tracking, Ruger received the gun on Tuesday, 09/08/15. I waited the remainder of the week for the call from Ruger, but it never came.

Then on Monday, 09/14/15, I got home and saw a FedEx note on my front door, indicating they had unsuccessfully tried to deliver a "signature required" package, and that it would be held at the local FedEx facility for pick-up in the evening. I collected the package from the facility later, and yes, it was my GP100 back from Ruger.

I had sent the gun to Ruger without the grip and hammer/strut assembly to render it inoperable in case it was stolen in transit. Ruger sent back a complete gun that had been beautifully refinished and test-fired. It was refinished to what I would consider "museum quality." The grip they included with the gun isn't the standard Hogue rubber grip found on current retail GP100s, but their older Santoprene rubber grip with laser-engraved wood panel inserts on both sides and brass ferrules on the grip screw. It is a work of art.

Ruger didn't clean the gun after test-firing it, so I completely detail-stripped it and gave it a thorough cleaning. Here's what it looks like now:

Truth be told, the refinished gun looks so nice that I'm seriously considering getting some kind of presentation case to put it in, and then buying another GP100 to use at the range. I'll have to mull over that a bit more.

So, Ruger refinished the gun, added a new hammer/strut assembly, threw in a grip with those gorgeous wood inserts, and had the gun back to me in under a week. All this while charging me... absolutely nothing!

Show me any other company that has better customer service than this.

View · by **yukonjasper** on Thu Sep 17, 2015 7:30 am

impressive, thanks for sharing that.

View · by **mmcnx2** on Thu Sep 17, 2015 7:41 am

I've heard good things about Ruger service - but that goes way beyond. Hope you send them a nice thank you letter. Customer Service folks seldom get a pat on the back when things go right, but they sure catch heck when they go south.

View · by **gun_fan111v2** on Thu Sep 17, 2015 8:46 am

Great outcome and yes, you need another Ruger

View · by **Pat Cannon** on Thu Sep 17, 2015 10:47 am

Wow, I should send mine in!

View · by **dleong** on Thu Sep 17, 2015 11:11 am

gun_fan111v2 wrote:Great outcome and yes, you need another Ruger

My wallet weeps at your suggestion...

Though if I do get another GP100 for actual range use, it'll be in good company with my other 5 Ruger revolvers. :mrgreen:

View · by **yukonjasper** on Thu Sep 17, 2015 11:44 am

dleong wrote:
gun_fan111v2 wrote:Great outcome and yes, you need another Ruger

My wallet weeps at your suggestion...

Though if I do get another GP100 for actual range use, it'll be in good company with my other 5 Ruger revolvers.

What's the return policy on the Garage Door opener? Maybe you return it and I'm sure your wife wouldn't have a problem manually opening and closing the garage door as long as you have the pistol you want................. :lol:

View · by **grimbeaver** on Thu Sep 17, 2015 5:28 pm

Wow that looks better than most new ones!

View · by **dleong** on Thu Sep 17, 2015 6:00 pm

yukonjasper wrote:What's the return policy on the Garage Door opener? Maybe you return it and I'm sure your wife wouldn't have a problem manually opening and closing the garage door as long as you have the pistol you want.................

If I do that, she'll manually open and close the garage door only as long as it takes to move herself and her stuff out of the house.

View · by **Pat Cannon** on Fri Sep 18, 2015 10:33 am

Also, that's some really nice photography.

View · by **dleong** on Fri Sep 18, 2015 5:29 pm

Pat Cannon wrote:Also, that's some really nice photography.

Thanks! The Panasonic FZ200 digital camera takes really good pictures.

View · by **xd ED** on Fri Sep 18, 2015 5:42 pm

dleong wrote:
Pat Cannon wrote:Also, that's some really nice photography.

Thanks! The Panasonic FZ200 digital camera takes really good pictures.

There's more going on there than a good camera; your use of lighting really compliments the gun and makes interesting compositions.
Very Nice

View · by **gman1868** on Fri Sep 18, 2015 9:56 pm

Very good news, Ruger really hit it out of the park for you. 8-)

View · by **Snakeman721** on Mon Sep 21, 2015 1:10 pm

WOW! The polish on that frame is OUTSTANDING! I've never seen a factory Ruger with that high a polish...even the Vaqueros that are supposed to be highly polished stainless steel. VERY nice work!

View · by **Snakeman721** on Mon Sep 21, 2015 1:13 pm

Um, now that I looked at it more closely....where's the serial number? Isn't it supposed to be on the right side next to the Ruger emblem? Did they polish it off?