While a decent idea this experiment will not decisively prove much of anything as has been pointed out by NYPD. On top of that you can't control the shipper (lost items, or delayed shipping because of break downs and whatever else). Also you can't control the number of employees and the volume of firearms being handled at each company. Let's say that Taurus has 5 employees on the floor processing packages at recieving, but on the day your package hits S&W 3 employees are out sick and one person has to pick up the slack.
Another problem with this experiment is you don't know what parts are on hand at each company and if they are not whether or not they are on back order. You also don't know what they will diagnose as the cause of the timing issues for the Taurus and the extent of repairs needed. Your S&W gun could also turn out to have other issues as well.
I'm not trying to be rude, but this experiment will not really prove either comapany has better customer service over the other.
A better analysis would be based upon the number of guns recieved and repaired by both companies for the latest calendar year and the average turn around time per repair ticket.
I also want to make a point that isn't about this experiment, but about complaints against Taurus. Being 'Captain Obvious' here... this board is dedicated to Taurus firearms. Anyone reading this board will at once discover that people who have problems with their guns come here for help. The point is that more often than not we are reading about what is wrong with a gun or Taurus customer service and that is perfectly understandable. When people are happy with a product they don't go out of their way to praise the product and most probably don't seek out web communities like this one, since they don't have a need. When they get good customer service they don't find a Taurus web presence like this one and praise the great customer service they recieved. I have been in customer service related jobs most of my adult life and one ancedote we live by is that if you make one person happy he might go and tell one or two people how well you did, but if you make one person unhappy he will definately tell ten or more people what crappy service was provided. The moral of the story is that a bad personal experience isn't necessarily proof that a company is as rotten as the person who feels burned wants to make it out as. Yeah, it sucks to get bad customer service or a broken product, but in this imperfect world we get both occassionaly. Thankfully, most of us with Taurus products haven't gotten burned for all I know. I haven't.
Another problem with this experiment is you don't know what parts are on hand at each company and if they are not whether or not they are on back order. You also don't know what they will diagnose as the cause of the timing issues for the Taurus and the extent of repairs needed. Your S&W gun could also turn out to have other issues as well.
I'm not trying to be rude, but this experiment will not really prove either comapany has better customer service over the other.
A better analysis would be based upon the number of guns recieved and repaired by both companies for the latest calendar year and the average turn around time per repair ticket.
I also want to make a point that isn't about this experiment, but about complaints against Taurus. Being 'Captain Obvious' here... this board is dedicated to Taurus firearms. Anyone reading this board will at once discover that people who have problems with their guns come here for help. The point is that more often than not we are reading about what is wrong with a gun or Taurus customer service and that is perfectly understandable. When people are happy with a product they don't go out of their way to praise the product and most probably don't seek out web communities like this one, since they don't have a need. When they get good customer service they don't find a Taurus web presence like this one and praise the great customer service they recieved. I have been in customer service related jobs most of my adult life and one ancedote we live by is that if you make one person happy he might go and tell one or two people how well you did, but if you make one person unhappy he will definately tell ten or more people what crappy service was provided. The moral of the story is that a bad personal experience isn't necessarily proof that a company is as rotten as the person who feels burned wants to make it out as. Yeah, it sucks to get bad customer service or a broken product, but in this imperfect world we get both occassionaly. Thankfully, most of us with Taurus products haven't gotten burned for all I know. I haven't.
