This weekend I had a chance for a one on one conversation with The Director Of Customer Service and Repair for Taurus Int., Kimberly Intagliata. She told me about some changes at the Bull Pen and asked me to share them with y'all. Please see my post at http://www.taurusarmed.net/forums/firing-line/95242-great-day-pictures.html .
They are working very hard at Taurus to relieve the bottlenecks which are slowing up the turn around times with repaired firearms. One of the problems is when a customer has a firearm with a problem instead of sending it in for repair they call on the phone to talk with a customer repair rep. What this does is #1... ties up the service phone lines which causes (depending on traffic) wait times of 30 minutes and longer. #2.... when a repair gun is received at Taurus it is unpacked and sent to repair where it waits to be examined and then depending on the problem it is sent to a gunsmith who then looks for parts which all in all, increases the time for repair.
Now, what Taurus is attempting to do is this... there are always those who call in with a broken gun to "explain" what the problem is. The person who answers the phone then has to type in the problem and forward it to repair. There the complaint the 1st person has typed in is read again by a repair director, added to, and sent to a smith. When the smith receives the complaint it has already been through 3 people who typed what they "thought" the complaint was. Now if you have ever gotten gossip through 3 or 4 people's interpretation you know how easily it gets distorted. It makes a lot more sense to just include a note in the box with the gun and simply send it in.
The solution Taurus is attempting is this... They are changing the whole process so there are only 2 contacts.
First they are setting up a sort of triage system within receiving. As the gun is unpacked a regular gunsmith reads the note. He/she then determines what parts will fix the problem. If the parts are in stock the smith puts the gun and required parts in a bin and sends it right to a smith on the bench for immediate repair. If the parts are not actually on hand the gun is sent to where the parts will be available and then fixed.
At the same time, each smith is being equipped with a computer station at his/her bench. They are notified directly by triage in receiving that the gun is coming to them and when they get it and work on it they can then, by computer, update the status of any repair in real time.
The way Kimberly explained the process to me it made sense. Undoubtably, there will still be those that feel they have to verbally explain the problem and they will be able to do that. There will always be someone to answer the phone about problems. They should however, understand why that may increase the time necessary to get their firearms repaired.
Another thing, on a different thought.... please make sure your firearms are unloaded when sent in for repair. This sounds like common sense but understand that Taurus employs 2 full time employees in the receiving dept and their only duty is to unload firearms that come in loaded.
I hope I have explained these new changes that are coming.... I think Taurus is on track with this and I do think it will aid in speeding up the turn around time for repaired firearms.