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Getting someone to answer the damn phone at Taurus

5736 Views 19 Replies 16 Participants Last post by  Smokewagon, 
J
Has anyone had any luck calling Taurus? I have been trying to call those people for two weeks now. Several times a day. On hold for hours if I added it all up.

I'm starting to get really pissed off.
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bobbojama
Try the CHAT feature at this webpage, lower right corner....
https://www.taurususa.com/contact.cfm
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S
I cannot get through either. I have tried the chat feature many times, and called many multiple times with no answers.
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Desperado
Welcome to Taurus' Customer Service Department :sarcasm:.

I just had my gun shop just send in one of my Taurus revolvers for repair. The person at the gun shop was on hold for over 2 hours before getting someone to answer. After getting all the information necessary, the gun store employee said, "Well, that was faster than average wait time at Taurus". They then went on to say that average wait time for a call is in the 3 hour range. Sad way to handle your dealers and customers wanting warranty service or other service on their firearms.
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Stroker
If you think you are mad at the wait then by the time you actually talk to them you will likely need a blood pressure pill me thinks.
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T
They are setting the bar so you won't expect one week turnaround on your pistol warranty.
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S
I'm currently waiting on the phone for someone to pick up. As I'm waiting I started the online chat. It took a couple of minutes for someone to respond. However when they asked how may I help you and I replied then silence for 3 or 4 minutes then the chat disappeared and is no longer there for me to use.........what the crap?! :mad:
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sweatyk said:
I'm currently waiting on the phone for someone to pick up. As I'm waiting I started the online chat. It took a couple of minutes for someone to respond. However when they asked how may I help you and I replied then silence for 3 or 4 minutes then the chat disappeared and is no longer there for me to use.........what the crap?! :mad:
Click to expand...

Update on my experience. I was able to speak with a customer service rep after a 25 minute wait period. Not bad considering some of the wait times posted here. My status was that it is assigned to a gun smith and that's all they could tell me. The woman explained that they are currently working with a 12 week turnaround time limit and mine has been there for 11 weeks. Hopefully I will know something here in a couple of weeks.
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BangBang
.


Taurus has a goal......
.

.
Text Font Adaptation Photo caption Sitting
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NativeTexan
Call after 8PM. They won't be so busy.
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glenwolde
joshputman said:
Has anyone had any luck calling Taurus? I have been trying to call those people for two weeks now. Several times a day. On hold for hours if I added it all up.

I'm starting to get really pissed off.
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Several times a day....let's call it three. It should be more than three because "several" is defined as more than two so I'm going with the minimum here.

Two weeks...that's 14 days, but let's say you took a couple off out of frustration. So call it 12. Plus they aren't open on Sunday I guess.

3 calls a day x 12 days = 36 phone calls. You were on hold for hours total. Let's pick three hours? 180 minutes divided by 36 = just five minutes of hold time per call.

You're gonna need to hold a bit longer I think.
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BangBang
glenwolde said:
Several times a day....let's call it three. It should be more than three because "several" is defined as more than two so I'm going with the minimum here.

Two weeks...that's 14 days, but let's say you took a couple off out of frustration. So call it 12. Plus they aren't open on Sunday I guess.

3 calls a day x 12 days = 36 phone calls. You were on hold for hours total. Let's pick three hours? 180 minutes divided by 36 = just five minutes of hold time per call.

You're gonna need to hold a bit longer I think.
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Even at your calculations of 36 phone calls are you saying that many calls in two weeks with no answer is acceptable?

It seems to me that I have seen others on this forum (including moderators :eek:) not willing to accept such treatment with many items that were purchased at stores and online. I'm not understanding however, why a Taurus customer is expected to accept that treatment.

It is what it is and although we may want to believe differently or believe it will get better if the customer only shows a bit more patience does not make it so.

Don
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glenwolde
BangBang said:
Even at your calculations of 36 phone calls are you saying that many calls in two weeks with no answer is acceptable?

It seems to me that I have seen others on this forum (including moderators :eek:) not willing to accept such treatment with many items that were purchased at stores and online. I'm not understanding however, why a Taurus customer is expected to accept that treatment.

It is what it is and although we may want to believe differently or believe it will get better if the customer only shows a bit more patience does not make it so.

Don
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They answer, the OP said he was on hold. There's any number of companies that I call where I'm on hold for a few minutes every time I call. Cellphone, bank, cable company. I don't like it and wish it weren't so, but it's "normal" to me.
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tooboocoo
More and more companies (incl USGov) are going to a "leave a number and we'll call you back in x minutes" system. Seems simple enough.
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Desperado
tooboocoo said:
More and more companies (incl USGov) are going to a "leave a number and we'll call you back in x minutes" system. Seems simple enough.
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With Taurus, that phrase would more appropriately be, "leave a number and we might call you back in the future".
Anybody with a Taurus settlement pistol can tell you how well that works.
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dwhite
They're still selling guns and LOTS of them.

Only thing that makes companies start caring about their customers is
when sales drop.

Sales are strong enough to keep them happy.

You do not have to satisfy ALL your customers, just enough to
keep you making money.

It may well be they WANT the crappy customer service reputation. That in
itself may be enough to limit their business to a manageable size. Imagine
the current bread and butter products they sell PT-111's, PT-140's, PT-92's,
PT-1911's, all sell at a VERY low price point. Now, imagine their sales at the
same dollar cost but with INCREDIBLE customer service to boot! That means
more machinery, more materials, more employees, more management.

You see where this goes. Not everyone is looking to destroy the competition
and dominate the market they are in. Some people are happy with the piece
of the pie they have.

All the Best,
D. White
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Taurus1965
I think that their customer service reps are just trying to get through the day. My guess is they think they are not being paid enough to put up with the extra work load.Do not think they give 2 craps about the customer to whom they are talking to. If I get bad customer service I do not do business with that company anymore period.Life is to short to have to get that aggravated when there is a problem getting an issue resolved through a CS dept. I have cxl'd Dish network , Comcast , At&t and have stopped buying certain brands such as GE appliances, Taurus, Remington and so on because of piss poor CS.
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kcphelps
I ordered some basic grips for my '93 PT 92 AFS, one of the early decocker models, they sent grips for a compact model. I called and after 10-15 minutes I talked to a guy who asked me to verify the serial number to make sure I got the right grips, and 2 weeks later got another set of compact grips.
I call, 10-15 minutes later same routine so sorry, yada yada. Two weeks later I got a set of full size grips for a pre decocker model.
This time I'm sending a letter with the 3 sets of grips back to the factory. I can't wait to see how they screw this up.
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F
dwhite said:
They're still selling guns and LOTS of them.

Only thing that makes companies start caring about their customers is
when sales drop.

Sales are strong enough to keep them happy.

You do not have to satisfy ALL your customers, just enough to
keep you making money.

All the Best,
D. White
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They (Taurus) are morons. When you have a good experience you tell 1 or 2 people on average....when you experience horrible products and or customer service you tell 10 people. Let them be the carp of the gun manufacturers...I'm done with them. Taurus give me my $ and when I get it then I can OFFICIALLY wash my hands of you.
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Smokewagon
Since TaurusArmed.net is in no way affiliated with Taurus USA, I don't see what kind of answers anyone should expect from us here, about them answering their phones. Lots of complaining and borderline bashing, if not outright bashing.

This thread is closed.
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