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After meeting the Taurus folks at the Shot Show I'm convinced the new CEO is trying to turn Customer Service around. Turn around time was an issue for him. I suggest that we give the man a chance to do his job. Instead of "beating up" Taurus why not give them a pat on the back when they do a good job. My first Taurus
was their 1911 and I had a problem after 70 rounds. Taurus received the gun, repaired it and sent it back in 2 weeks. I was a complainer with all the rest until I met the Taurus folks. Give 'em a chance guys/gals. It's still a great company and they'll turn it around. Just my opinion - didn't mean to ramble.

  • ;)
 

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I have not had any issues with my gun and hopefully won't, but remember, the older ones out of production may take longer to get repaired.
Unless Taurus has a stock of spare parts, they may have to make the part in Brazil and send them to Miami.
Be patient, it will get fixed or replaced.
 

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I agree. I have met Mark Kresser, CEO of Taurus, and I can tell you that he is unequivocally committed to making improvements to his company especially in the areas of Customer Service and Warranty Repairs. He took over the reins at Taurus last fall, and in the short time that he's been at the helm we have already seen significant changes for the better. I was very impressed with the entire Taurus operation. For a better look at that please take a look at the trip report that Airwrench and I did. The link is below.

http://www.taurusarmed.net/forums/t...aurus-international-mfg-inc-factory-tour.html
 

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Amen to the comments. Over the last 4 years, I have met Taurus reps at the NRA convention, They really have been trying. I hope to go to St Louis this year for the NRA.
 

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It's good to know in the event I should have to send any of mine in for repairs.
 

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Just a comment, or opinion. If I were CEO my focus would be more on QC rather that CS.
Take care of QC and CS's job would be a whole lot easier.
Flame away........................
 

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Just a comment, or opinion. If I were CEO my focus would be more on QC rather that CS.
Take care of QC and CS's job would be a whole lot easier.
Flame away........................
No flames here, that's a valid concern. But, I can tell you that I personally would be hard pressed to find much of anyway to improve the quality control that exists in the Miami plant. I can't speak for the plants in Brazil as I have not seen them, but I have been told they are the same as Miami. If you would go back to the tour link in my previous post and take a look at the sheer volume of firearms this company has in it's warehouse waiting to go out, and then look at the number of guns returned and waiting for repair in the repair section of that same link, you would almost have to say they are doing a pretty darn good job of quality control. That's not to say it can't be made better, as most everything can, but their comes a point at which the additional costs overload the value of their return.
 

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This myth that Taurus was a low budget start up with knock offs is just that, a myth.

Taurus has and does build many non US imported firearms in Brazil including all their military arms.
A browse through their Brazilian brochure will have you dazzled with the assault weapons they make.
 

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Just a comment, or opinion. If I were CEO my focus would be more on QC rather that CS.
Take care of QC and CS's job would be a whole lot easier.
Flame away........................
We don't flame here and moreover I agree with you in toto. In all business the first cost of getting it right before it ships to the distributor/consumer is the smallest cost. Not only in the direct accounting of shipping/repair/handling but in the unknown cost of bad reviews and lost consumer confidence.

Any, and every, company delivering goods and services will mess up... guaranteed. It is how that company respects the customers' business and rectifies the error whether repairing, replacing or refunding the price paid that proves the character of that company. I believe that in the short time I have been involved with Taurus products they have made huge strides in proving that character.
 

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I have been studying Taurus for many months now as part of my graduate program. It is an interesting company. Without getting into a dissertation length post or too many semantics, I will share some of my observations. Forjas Toras produces much more than firearms. Banco Santander Brasil SA is there largest shareholder followed by Caixa de Previdência dos Funcionários do Banco do Brasil which is actually a subsidiary of Banco Santander. The companies stock performance and growth has been very stable over the past ten years, although, they had a rough Q3, Q4 in 2011 due to a recent acquisition and inheriting some of that companies debt. This is not necessarily a bad thing though, basically just growing pains due to the acquisition. This did however cause the company to tighten it's belt both at Taurus International Miami and Forjas in Brazil. Miami reports to Brazil respectively.

Forjas Taurus SA is a Brazil-based company engaged in the manufacturing and marketing of revolvers, military and civilian pistols, shotguns, ammunition, machine guns, air guns and rifles. It is also involved in the production of glasses, bullet proof jackets, motorbike helmets, plastic products, as well as tools for civil construction and gardening, among others. The Company manufactures its products for shooters, sports, leisure, personal safety and public safety segments. It sells its products to domestic, as well as international markets and exports its products to more than 70 countries. The Company operates seven industrial plants, four of which are located in the state of Rio Grande do Sul, one in the state of Parana, one in the state of Bahia and one is located in the United States. As of December 31, 2010, the Company's subsidiaries included Taurus Holdings Inc., Taurus Maquinas-Ferramenta Ltda and Taurus Investimentos Imobiliarios Ltda, among others.

Taurus International Miami has some strengths and weaknesses. They are completely dependent on QC in Brazil for the weapons that are manufactured in Brazil and shipped to the U.S. including parts. Brazil has a different standard of manufacturing. Different laws, regulations, levels of transparency etc. Brazil is also an emerging market and a second world socialistic country which may effect manufacturing from a regulatory standpoint, how much is hard to determine since they do not provide much information regarding regulatory legislation, labor laws etc. Taurus International does not have a QC process for weapons coming from Brazil. The QC process is basically their warranty and the corresponding warranty work for malfunctioning firearms. So it is a reactive QC approach. The repair department is dependent on Forjas for parts. This may delay repairs since parts for the firearms produced in Brazil must be imported. When a customer sends in a firearm, CS notes the concern in the data system based on their understanding of the customer concern and or the letter that the customer is requested to send with the firearm to the repair department. There is usually never any dialog between CS rep's and repair tech's other than the notes in the system and the letter from the customer. Information can get lost in translation since it is coming form the interpretation of the customer(not a gunsmith) and or the CS rep(not a gunsmith), unless the firearm is sent to the attention of the review board. This usually only happens if the fire arm is unsuccessfully repaired the first time and my have to be replaced. So there is a disconnect between the customer/CS/and the repair department. This I feel (subjectively) is Taurus Internationals biggest operational obstacle currently.

Some of their strengths are that they produce highly innovative and well designed firearms using the latest manufacturing technology, for example their MIM process. Taurus actually owns many patents to their manufacturing approach and subcontracts for other firearm manufacturers. They are trend setters and aggressively market their products both internationality and state side. Mark Kresser's biggest obstacle may be pursuing his goals while staying aligned with the expectations of Forjas Taurus. One of his biggest strengths is the CS department. For what they are dealing with in regards to volume they are already performing above and beyond. If he could overcome the communication barrier between the customer /CS/ and repairs he would effectively increase the efficiency of the warranty process immensely and cut down on a massive amount of overhead in logistics(paying for firearms to be shipped back and forth) since firearms would not require multiple trips to get repaired properly. Another approach could be to create a pro-active QC system for firearms as they are received state side. Not only test firing them but checking them for tolerances. This would not completely eliminate out of tolerance firearms from being sent out, however it would drastically reduce the percentage and effectively lessen the amount of firearms being sent back for warranty repairs. This would also help strengthen brand reputation which is actually not as tarnished as one may be led to believe, it still could not hurt.

I actually sent a few proposals to the "Review Board" at Taurus International regarding these recommendations but I am assuming they were expeditiously filed in the circular inbox.

Overall I would give Taurus International a B+ based on their products and the percentage of customers they are reaching based on their target market (affordable quality, firearms). If Mr. Kresser could get them over the last hurdle of state side QC they could one day command market share in the near or distant future. They do build a damn nice snubby ;)
 

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After meeting the Taurus folks at the Shot Show I'm convinced the new CEO is trying to turn Customer Service around. Turn around time was an issue for him. I suggest that we give the man a chance to do his job. Instead of "beating up" Taurus why not give them a pat on the back when they do a good job. My first Taurus
was their 1911 and I had a problem after 70 rounds. Taurus received the gun, repaired it and sent it back in 2 weeks. I was a complainer with all the rest until I met the Taurus folks. Give 'em a chance guys/gals. It's still a great company and they'll turn it around. Just my opinion - didn't mean to ramble.
Ramble on, friend!:gotmyvote:

Any company that offers a lifetime warranty on their product and a two week turnaround on a repair, deserves to be in the spotlight! :rating10::happy:
 

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I can't speak for the plants in Brazil as I have not seen them, but I have been told they are the same as Miami.
OK guys and gals...this looks to me like BS and his trusty sidekick, Airwrench, are angling for an international "ROADTRIP"
I fully expect to see little "pop-ups" appearing on the site asking for donations to BAFTA, Bob and friends trip abroad! I for one will volunteer to go to keep them on the straight and narrow.

In time for the Olympics maybe?
 

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Import/Export regulations in the United States add to the problem in dealing with foreign firearms. Perhaps Miami should hire a group of Portuguese speaking Engineers and Supervisors to interact directly with eir Brazilian counterparts?

Test firing, and taking measurements for QC of all incoming Taurus firearms is going to be an expensive process. Who pays for it? The consumer? Then, what happens to the guns that fail thew QC checks? Are they returned to Brazil? Repaired here? Again, who pays for this?

The education of CS personnel would go a long ways towards relieving some problems, as well. Even better, the education of the buyers would be a very positive step forward. How many people arrive here with complaints that are the result of their own errors? Do you think that S&W, Colt, and Ruger get many "it shoots left" complaints, that demand a repair? Or the fact that many people never clean and lube a gun prior to shooting it?
 

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Good points JR. Last time I spoke to a rep she stated that they had been going through extensive training, so looks like you're spot on. Portuguese and Spanish are definitely two communication necessities at Taurus. I was going to apply for a Marketing position with Taurus International and one of the suggested pre-req's was Portuguese or Spanish in the job description, which disqualified me LOL. Amaro DaSilva Firearm Production and Repair Manager is Brazilian.
 

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Test firing, and taking measurements for QC of all incoming Taurus firearms is going to be an expensive process. Who pays for it? The consumer? Then, what happens to the guns that fail thew QC checks? Are they returned to Brazil? Repaired here? Again, who pays for this?
Maybe a quality gun can't be made for what Taurus charges???? If you look at a Glock or Sig forum( the moore expensive guns) you won't find as many compalints.
 

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Maybe a quality gun can't be made for what Taurus charges???? If you look at a Glock or Sig forum( the moore expensive guns) you won't find as many compalints.
Like I keep on saying in so many different threads. Why don't you compare complaints/gun made? And, if they are going to stand behind their LIFETIME warrantee, and get it repaired/replaced in a reasonable time. Whats the difference?
Like comparing complaints against a Silver Shadow to a Fiesta!
I have a 24/7 that has over 16,000 rounds through it! 1 complaint the rear sight fell off...note to self..call Taurus Monday.

But. even after owning the gun for 3 years now, STILL cant get 17 rounds in either mag! Up to 16 in one and 14 in the other. I do have arthritis in both hands though.
 

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That is great to hear, thanks. I just had to send one back so I will give them a chance to make it right in a reasonable amount of time. It did cost me $85 to ship it via Fedex, they stated according to their rules it had to go air/overnight because it was a firearm. Does this sound right? Anyone have experience with shipping? Thanks.
 

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Here is a My experience with Taurus last week I was trying to confirm or deny a complaint filed in our complaints dept. I was on hold with the CS dept, I tried to call 3 times the night before. So I ended up leaving a message with their finance dept. The next morning I was trying to call, when a call came through with the same area code. Not the 1-800 number I have free long distance. And it was Mark Kressor The CEO of Taurus. My message was forwarded to him, I did not ask for him. We had a great conversation and he had the head of finance come in and clear up the question.

Which was from a earlier complaint About what your credit card should read for ordering parts. It should be Taurus International or Banco International Their subsidiary. Anything else would be the fault of the credit card Co. that they employ. We also talked about the changes that he was making and the enlargement of their CS dept. Let me remind you that this is a vary important man that felt it necessary to clear up a vary simple question. BigSkiff and Airwrench were right this man cares about the company and its customer's. At the time he was handed my message he was following up on a gun that had been returned by someone. For a CEO to be out returning CS questions and tracking down a gun in for repairs shows a lot about the man behind the Business.

I have worked for 3 different divisions of GM and for a President and/or CEO to be out in the trenches says a lot about the man. Only at Saturn did I have the chance to work closely with the president and CEO of the CO. And the same applied to them.
 

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Way to go mark!!!!!!
 

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I wrote them...

I wrote Mark a letter about a very positive customer service experience I had with them. I think about three weeks ago. I am very glad I did it. I make a point of sharing information with companies I have an interest in, the good stuff as well as the bad. In this case it was all good. Coming across this thread makes me extra glad I did what I did.

I have a brand new PT92AFS sitting right next to me here on my desk. It is such a nice gun. Is it a Les Baer? Of course it isn't. It's not meant to be. But what a good shooter this gun is, sturdy, tight. Fun. I've had some real clunkers from our friends The Bull but overall they're a good manufacturer and I plan on continuing to purchase and enjoy their products.
 
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