anyone have this kind of problem from Ruger

[j h yow]

I hate to post something so large, but the story may/may not surprise you. let me know what you
think or what you'd do. I own a M77MkII VLE that is having some kind of rust problem. I clean the
gun EVERY day using an oil(I've tried several)"specifically designed for guns" until I see no
reddish-brown discoloration on a clean cloth, but 24 hrs later, it's back. I called Ruger to ask what
to do, and they said they would refinish it, and that should take care of my problem. I sent the gun in,
they test-fired it, left hand prints all over it, held it for six+ weeks, then sent it back having not
refinished it. In fact, the notes on the packing list say this is normal and will continue to happen if the
gun is not properly oiled after use and prior to storage.

I was pissed, so I called back to speak to cust. serv. supervisor. She admitted that cleaning a gun
every single day to stave off rust is NOT normal, but said she would have to contact the head of
finishing dept. to find solution. That was four months ago. Every time I called, I was given some
excuse how finishing dept. could not be contacted, sometimes he's on vacation, sick, or away on
company business. Now, she says Ruger will refinish my rifle, but I have to send it back to them on
my nickel. I told her that since Ruger did not do what it said it would do in the first place, I should be
sent a prepaid shipping label to send it back. Frustrated, I called back to one of the lower level reps
and asked the name of the supervisor's boss.

The name I was given was the same name previously given to me as the head of the Finishing Dept. I
asked if the two departments were connected and the answer was negative. What gives??

I had the gun for about four months before I called Ruger about the problem. This bulls*** treatment
has been going on for about the same length of time. There is plenty more about what the supervisor
said about this problem, and the repair departments work ethics and habits (ie, the technicians "are
not as meticulous as the average gun owner"), but that was the "meat" of the dilemma. What would
you do in my shoes? Send it back on my own expense, cut it up in small pieces and send it in, send it
in and sell it once it comes back with new finish, or do you have other suggestions? Any and (most)
all will be appreciated. Again, sorry about the long post.

 

[FUD]

I always heard that Ruger customer service was suppose to be pretty good but based on what I am hearing from you, I guess that is not the case. My recommendation is as follows:<OL TYPE=1><LI> Send a certified letter to Ruger (with a return receipt to ensure that they actual received it) outlining everything that you mentioned in your post. Be polite but firm and state exactly what you want them to do for you. Be sure to throw in words like "quality", "customer service", and how unsatisfied you are. Also, give them a deadline as to by when you want a reply back.

Give them about two or three weeks assuming that it will take your letter a few days to get to them and another few days for there letter to get back to you. That's at least a week right there. Then allow them a week or two to actual write back.

Before mailing out the letter, make sure to make a couple of photocopies of it. If you hear back from them and they do what you want (i.e., pay for shipping, agree to do the work, etc.), them it ends there. Otherwise ...

<LI> If you don't hear back from them in a time period that you allowed. Write another letter stating that you have written to them in the past (include a copy of the original letter) and you know that they received your letter (include a photo copy of the return receipt) and state how disappointed you are with there poor customer service.

Give them another deadline (make sure that it's something reasonable like the first time around) and state that if they do not correct the problem to your satisfaction, you will post your problems with their product (and their lack of customer service) on the internet (mention several forums, such as this one, the Weapons Forum, etc.) to warn other buyers.
</OL>This last point should get you the action that you desire because unless they are totally living in the dark ages (and looking at their web page, I sometimes wonder), they will recognize the power of the internet and will be concerned about future lost sales once your story gets around.

By keeping copies of the return receipt and your letters, they can not accuse you of posting false claims because you are documenting everything. Just remember, I am not a lawyer and this is not to be taken as legal advise. I'm merely telling you what I would do in a similar situation. Good luck.

Share what you know, learn what you don't -- FUD.

[This message has been edited by FUD (edited March 10, 2000).]

 

[FUD]

Ooops, Posted more than once -- deleting ...

[This message has been edited by FUD (edited March 10, 2000).]

 

[fastforty]

Sounds pretty strange from Ruger, I've never heard anything negative about their customer service. FUD's advise sounds pretty good. BTW, you've never noticed any similar problems with other guns? Some folks have a high acid level in their perspiration, and have the kind of problem that you describe.