[Jethro3898]

Gentlemen (and ladies),

After much lurking on these forums and several months of crossed fingers, I was given a brand new black & tan PT-145PRO for Christmas from my family. I had been wanting something a little bit smaller for concealment purposes and this fit firearm fit the bill.

As soon as I opened the box I noticed a small crack in the lower half (polymer portion) of the weapon. It is actually in the "notch" of the accessory rail. It caught my eye right off, so it kind of perturbed me that it wasn't caught by the factory, the gun shop it was purchased at, or one of the members of my family. I field-stripped the weapon to determine the extent of the crack, but noticed that it cannot be seen on the interior portion of the frame. Obviously this is a superficial (merely cosmetic) issue and it does not affect the "shootability" or performance of this weapon.

My question mainly to the folks who have dealt with Taurus customer service before.

How long will I be without my weapon?
Is it possible that they would send me a replacement piece and I ship them the defective one upon receipt of the new one?

Just curious. I know that there is a lifetime warranty on the Taurus products, but I have not received a warm and cozy feeling about their response time from reading other peoples' posts over the last few months.

Thank you in advance for your response.
Pictures of the firearms and the crack are below.
Sorry if the crack is hard to see.

Thanks,
JED

 

[Robby]

My immediate response even though it does not appear that it would effect the use of the gun. I would return it to the dealer, asking for an exchange of the weapon.

Now others might say other wise, but that is my first opinion, as if not fixed or replaced it would have a reduction in value factor if you wanted to part with it later.

 

[Jethro3898]

Robby,

Thanks for the quick reply.

The problem that I face is that I live in OK and the firearm was purchased in AL. Since my brother in law knew that I wanted the black & tan, they had to order it from Taurus. They had SS & black and black on black in stock, but they had to specifically order the tan one for my brother in law since that is what he knew I wanted.

I visited his local gun shop over the holidays and showed them the problem and asked what to do. They did say that they would be happy to send it off, but we ran into this whole convoluted problem of getting the gun to me in OK since I was leaving in a couple of days. Originally I wanted to swap out the frame with a good one, but they didn't have any in stock and didn't feel like they would receive any more tan models in the near future.

I wish I could have handled it that way, but if the weapon was sent for repair by the gun shop in AL then they would have to figure out how to get it to me in OK once the repair was complete.

Just a weird mess....but your initial thought was mine as well.

 

[mdprotector]

I would call Taurus, explain the situation with pictures if possible via e-mail. I would also request a new gun which I feel that they will do. By new gun I mean that they will probably just replace the polymer housing that the weapon sits in.

From what I can see, it looks like a cosmetic flaw but as was stated earlier, I would get it replaced if for nothing else, resale reasons.

As for customer service, I have ordered parts in the past and the response has been very good, two weeks at the most. My experiences with Taurus has been positive. Hope that helps

 

[Smokewagon]

Looks to me like more of an imperfection in the photos. But if it is a crack, I'd return it to the dealer.

 

[Flyer]

I was thinking the same as Smoke ... is it really a crack, or just a blemish? If it was only a blemish, I wouldn't bother with it.

 

[Jethro3898]

Nope...It is a crack....or possibly a lamination (splitting from improper curing).
I work with steel and have seen similar things on beams that we get from the mill. The laminations are usually caused by a foreign agent in the liquid that wasn't caught.

I'm horrible at taking close-up photos, but it is a superficial separation in the frame.

 

[Jethro3898]

UPDATE:

I wanted to post an update because I've seen a lot of negative stuff about Taurus' customer service on this site and others.

I called the CS line on January 7 and waited online for less than 2 minutes....probably less than 1. At any rate, I was answered very quickly. I spoke with a gentleman and informed him of the problem. He said that cracks in the polymer frame is very rare (and I agreed). I asked if they could send me one and I would send them the broken one and even email them some photos to put their minds at ease, but he said that the weapon has to be fitted to the frame??? I didn't know that, but then again, I don't know everything.

The CSR informed me that he would arrange a pick up from FedEx and that he would wait for me to fill out the airbill and package the weapon. He said that Taurus would pay for overnight priority shipping. I specifically asked him how long I would be without my pistol since it is my carry piece and he said, "a couple of weeks". I said, "well that is good because I didn't want to be without my pistol for a month or so." He replied that the repair would not take that long. I am hopeful that Taurus will be able to turn this one around quickly.

To Taurus' and FedEx's credit, the FedEx delivery man arrived at my house (I work from home) within 3 1/2 hours from my call to Taurus. Now THAT is customer service. This really put my mind at ease, and I hope that the rest of the experience goes this well.

FedEx sent me an email stating that my package arrived at 10:30am on January 8, just over 24 hours from when I originally placed the call to Taurus.

I realize that this is a testimony to FedEx as much as it is to Taurus, but I thought a little ray of sunshine in the dark cloud that hovers Taurus' Customer Service Department would be welcomed.

I'll keep everyone posted on the outcome.

 

[firemax]

To Taurus' and FedEx's credit, the FedEx delivery man arrived at my house (I work from home) within 3 1/2 hours from my call to Taurus. Now THAT is customer service. This really put my mind at ease, and I hope that the rest of the experience goes this well.

FedEx sent me an email stating that my package arrived at 10:30am on January 8, just over 24 hours from when I originally placed the call to Taurus.

It's encouraging to hear good news about Taurus customer service. Keep us posted!

 

[Jethro3898]

A little bit of an update.

I just got off the phone with Taurus customer service. I was on hold for less than 2 minutes again, so I must say, they do answer the phone quickly...at least in my experience. I was calling because I still had not received my firearm. To Taurus' credit, the firearm doesn't "have" to be back until next Thursday because the letter that they sent me in the mail when they received my firearm said 6 to 7 weeks. Next Thrusday will be 7 weeks.

However, after my conversation with the customer service representative (who did not identify himself), I fear that next Thrusday will not happen. The gentleman informed me that they were currently working on firearms received on 1/16/08, then he realized that they received mine on 1/10/08. He placed me on hold for three or four minutes while he contacted the service department to get the skinny on what what happening with my weapon.

He returned to the line to tell me that I would not be getting my firearm in the time window originally quoted to me because they had to order the frame from Brazil. Actually, he said, "You're not getting your gun back." He did not elaborate, which made my heart sink. I thought I had dome something wrong in shipping the gun or something. When I asked why, he decided to expound. He agreed that it was a crack, not a blemish, so it had to be replaced. Obviously, they don't have the tan frames in stock in Miami. I was rather upset, but held my tongue. The CSR told me he was "ready for it" and told me to "vent" because that was what he was there for. I am not a "venting" kind of person, so I informed him that I understood it wasn't his fault, but that there should be some sort of notification system (whether by email, U.S. mail, or telephone) where Taurus informs the customer of an out of stock part or whatever. I personally believe that I should have at least been notified and not left to find out by my weapon not showing up. I wouldn't have been happy when I received the notification, but I would have at least appreciated the call/letter. I am still without a carry piece and it is aggravating. The CSR I dealt with was quite a smart butt. He even said, "What would you rather have: a gun that has a cracked frame, or us take a little extra time to get it right?" Even thought he was a little spirited for a CSR in my book, I endeavor to be very patient with people who I'm sure have to deal with less than friendly and understanding people all day long. No company is perfect, but the ones that truly shine are the ones that take care of their customers with gladness. Thus far, Taurus has dropped the ball in my eyes.

I sincerely hope that my weapon is better than new (because new was cracked) once I receive it.

I will update upon receipt of the weapon.
I wish that I had better news to report, but it is what it is.



JED

 

[MrTuffPaws]

7 freaking weeks? You could walk down to the gulf and swim to Brazil in that time frame. It started out so positive too.

I swear, if Taurus fixed their customer service and turn around time, their image would improve 110%.

 

[Jethro3898]

Finally.....I now have my weapon back in my possession.

Last Friday (2/29/08), I placed yet another call to Taurus to inquire about the status of my repair. This was 7 weeks and 1 day from the date that they acknowledged receiving the weapon into their queue. My call, again, was answered immediately and I stayed on hold for customer service less than 30 seconds. I must praise Taurus for this portion of their customer service, as they apparently answer the phone promptly. This was the 3rd call to Taurus and I doubt I have been on hold longer than 1 minute.

Anyways, I spoke to a CSR named Christian. I asked about my weapon and he told me the exact thing that the unnamed CSR told me the week previous (that the tan grips were made in Brazil and that they were waiting on a new shipment). I asked when they expected the new shipment and Christian gave me the same response, "I don't know." I told Christian that I was really at the end of my rope and that I needed some kind of "fuzzy feeling" as to when I might get this BRAND NEW (not used) weapon back. He informed me that he had multitudes of the black frames and that he could get get me my weapon back to me within a couple of days if I would settle for a black frame and not the tan one that was on the weapon. I said that was fine. The tan weapon is worth no more to me personally as it is a carry weapon and the only reason I wanted a tan one was because I already had an XD-40 in all black. The tan was simply a little way of adding color/variety to my collection.

At any rate, I informed Christian that a black frame would be just fine by me, as long as I received my weapon back soon. He said that he would revise the work order immediately and get the weapon back to me. I was kinda perturbed that I had to get back something different than I sent to them, but it was a glad trade-off for not knowing when I might get my weapon back. It was either have black weapon or no weapon....black weapon won. To his credit, Christian seemed as if he wanted to help me, and I thanked him for at least offering the black grip, unlike the previous guy I spoke with.

Just 15 minutes ago, FedEx delivered my weapon to me. I was surprised to open the box up and find my gun with a TAN frame on it. I instantly checked for the crack, just in case the service shop misunderstood my conversation with Christian. I was proud to see that the frame did not have a crack in it and that my serial numbers were the same (i.e. not a new weapon). Since I had fired 150 or so rounds through the gun before I sent it off, I know that the weapon works well and didn't really want a brand new one......the last thing I ever want to do is deal with Taurus repair ever again. Obviously, Taurus either came across a frame or got in the shipment from Brazil that they did not know was coming; or at least when it was coming.

As a result from this 56 day transaction between myself and Taurus, I am happy, but not elated.

I hate to say it, but as much as I like this weapon and am happy to have it back, I am 100% positive that I will never buy another Taurus simply from the way that I was treated by their customer service department. I have no plans to get rid of this weapon, but I am just praying that something else does not go wrong with it. I am not angry that the weapon had a flaw because I am very cognizant of the fact that any manufactured item can produce a flaw. What I am less than thrilled about was how the whole thing was handled and the period of time that it took to handle it. I guess what I'm saying is: I can't knock Taurus over their product, but I have serious reservations in regards to their customer service. Since there are so many companies that produce so many great products, the only thing that separates them is customer service. Unfortunately, this is the one major problem that Taurus has.

I would take pictures of the weapon, but it is dirty and looks just like it did in the photos above....minus the crack.

 

[paulrabe78]

Wow sorry to hear of your ordeal. I, just this Monday, had to send my Kel-Tec P11 back. I hope their service is a little better. They did tell me it would take 6-8 weeks, but I hope it will be faster as that is my carry piece.

 

[joe sixpack]

this story plays out a 1000 times i've read, i pray i never have to use their warranty service because even though it's a life time warranty i know deep down it will be nothing but problems and sacrifices on my end.

 

[Cimarron]

I've not had to send a weapon back, but in ordering some miscellaneous parts, I got the CS to talk a little about the issue. The problem is simply the lifetime warranty. No other gun maker has such a generous policy. If they had a 1 yrs warranty, their backlog would be days, but with so many guns over such a long time frame... they have weeks. He also raised the issue that they only manufacture the small .22 guns in Miami... all of the rest are manufactured in Brazil and having the right parts is a challenge.

He seemed to impress me with his interest in the customer, but the long wait is part of the price of the warranty (and honestly probably the staffing).

Does that exhonerate them... no. But writting off the Taurus brand is a mistake. We forget how inexpensive they are when we are trying to get a repaired weapon back after a couple of months!

 

[joe sixpack]

actually hi-point has a no questions asked life time warranty, they also usually throw in a goodie or two for your trouble.. extra mags are common sighting on return.

they even suggest you send in used guns when you buy one so they can inspect and make sure it's up to date with improvements.

i've yet to hear a bad word about their CS also.

granted taurus im sure has many more guns out there then hi-point, but taurus is'nt the only one out there with life time warranties.


also although most of their guns are less expensive then other big names they're not dirt cheap either.