I worked as a customer service and warranty issues professional with one of the largest telecom manufacturers in the world. Because of software/manpower/capacity restraints it was next to impossible to keep up with every single phone that came back for repair. I'm sure this is an issue with Taurus. Their firearms are popular given the price point and the distribution factor. In addition, the 'return on warranty' by model population is a factor. Repair inventory problems plague the warranty service industry whether it be guns, phones, toasters or rubber balls. Keep calling. Be persistent and have patience. In my experience as a data analyst in this field over 90% of merchandise returned was not defective but the system has to review/inspect and make a warranty determination on 100% of ALL returned merchandise.