[tig56]

I own a Taurus 850SS, purchased approximately three years ago. I put less than 500 rounds through it and have been satisfied with it's performance. I noticed around the first of the year (2007) that the ejector/advance gear was looking pretty torn up. It appeared as though chunks of it were missing, including what looked like cracks throughout the part. I took it to my local gunsmith for his opinion and he agreed that it looked pretty bad and recommended that I send it back to Taurus repair service ASAP. His first thought was that the part hadn't been heat treated correctly which lead to the apparent damage. So in February of this year it was packaged and sent to Taurus repair, I received a notice that it had been received at their repair facility at the "Warranty Station". It stated that processing should take approx. 3 - 4 weeks from the date of receipt. It's now the end of May and I have heard nothing more from them at all. There is no email address to check on the progress even though there is a page on their website that states that the page would be active sometime in 2006. Anyway, I have made several attempts to reach them by telephone and have never got an answer. I've let it ring for what seemed like an eternity and still no answer, what's with that???? My next attempt was to fax them questions regarding my pistol, I sent several, and still no response! I honestly don't know what else I can do to reach these people. There is no excuse I can think of that can even remotely excuse such a lack of attention. I moderate another firearm forum and have seen more negative than positive criticism pertaining to the TaurusUSA customer service, particularly the warranty / repair department. If anyone here has a recommendation for my next move, I would greatly appreciate the assistance. I believe a company of this size, that offers a warranty that covers the life of the gun should have adequate staff in the office to address all incoming requests for help and information and certainly should have the technical personnel employed in sufficient quantity to handle warranty repairs on a fairly prompt schedule. If they could process/complete the repair in the 3 - 4 week period that is stated by their Warranty Station, I feel we, the customers, would be more than satisfied. They state they are totally committed to the very highest standards of customer satisfaction. I would appreciate it if they actually provided the service they promise. Thanks for any help and comments that might help me get my pistol back.

Regards,

Tig

 

[powerkicker]

I'm sorry you're having trouble too. In my experience, Taurus does answer the number on their Warranty Station notice as a rule. I called them yesterday and got through rather quickly. The norm is for the girl to answer and ask you who you need. Tell her customer service and then you usually wait on hold a bit and then the next available person answers. They can then tell you the status of your repair. At last check, they've lost my gun, but they were also forthright about it. I'm still awaiting a call back when they find it. Try (305) 624-1115 monday through friday. Good luck

 

[tig56]

Thank you very much for the tip. You're luckier than I've ever been, because I have never had an answer on any number I've attempted to reach them at. I'll give the number you gave me a try on Monday and will keep my fingers crossed. Just so you know, I've tried that number several times too. I'll keep trying though! As for you, how do you keep your cool when they come out and admit that they have lost your firearm? There's absolutely no excuse for something so absent minded as that. These people need to place the appropriate amount of responsibility ahead of any attempt to accept a firearm from anyone. I think if they have actually lost your pistol they're required by law to report the loss to the local LE Agency or the BATF. Maybe if the BATF got involved with their haphazard method of handling firearms they might just clean up their act. It's a thought anyway. Thanks again for your help.

Tig

 

[powerkicker]

I'm finding it easier to keep cool because I have other firearms here that do work to protect my family and occupy my time with. The fact that they've lost my guns implies to me that it is around their shop "somewhere", not lost for good. I figure it will turn up by the middle of next week and if it doesn't, I'll call them back if they haven't called me first as promised by them. If they have completely lost it, I will insist they call the ATF and get my name disassociated with the serial number. I'm certain that they will replace it with an equivalent product if it came to that. I hope that doesn't happen though because their newer 44 specials don't look so nice as the older one I sent in to my eye.

 

[Qwiks draw]

Topic

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Awards in 2005 as follows: Shooting Industry Manufacturer of the Year award, National Association of Sporting Goods Wholesalers Manufacturer of the Year, and SHOT Business Manufacturer of the Year.
NRA awards were more recent but would have to research to see which two they were.

So Taurus is doing something right. Bashers and trolls ignore that completely.

The latest bash technique is to say that Customer Service is unresponsive or insulting to callers. That may have been true a year ago or more. Those staff at Taurus that did that are all fired and gone.

Since I have contacted Taurus Customer service to ask questions several times this year responses were positive in each case.

Time in getting the gun back however can still be a source of frustration though.

Losing the gun is another favorite basher technique. "They don't know where it is and still don't", goes the cry. Trolls are still kicking that one around every chance they get. That is not true either. They have been tracking where guns go pretty well.

The above is a quote I used in another post in another thread. Taurus recieved 3 awards in 2005 and several more from the NRA and other sources in the last year or so.

So Taurus is doing things right for the most part. Manufacturers have to work hard to get these awards.

Bashers , whiners, and trolls ignore this exclusively. "Conventional Wisdom" to the contrary, Taurus is putting out decent products. "Conventional Wisdom" is not always wise.

 

[powerkicker]

Are you implying that I made a false assertion that a Taurus CS rep told me that they could not find my gun and that they would call me back when they sorted it out as presented in my thread in this forum and in this thread...and then they never called back?

 

[Qwiks draw]

I am implying nothing. Just saying that this is a basher tactic at times. There is a litany of tactics used by them. Not necessarily saying anything in particular. Just giving the readers info.That's for the people reading this to decide what is what.

I am giving a contrary view to what others have posted. That was not aimed at anybody in particular, but the public has a right to know about Taurus getting awards for positive accomplishments and that there are formulas for complaining that are used and not always legit. Some complaints are legit and some are not.

The post was for public comsumption more than for anything else.

 

[BoneDigger]

Powerkicker, any word on your gun? Have they found it yet?

Tig56, did you get through with your phone call?

Todd

 

[powerkicker]

BoneDigger,

I called yesterday morning and was told that my gun was awaiting the arrival of replacement parts from Brazil. I asked what part and was told a barrel. That makes sense considering it was shooting 16-18" high at 25 yards from a rest. That doesn't jibe with the general theme "your gun is awaiting shipment back to you next week" that I've heard a couple of times from Taurus. I was told to expect the part to arrive with them in about two weeks(two weeks always seems to be the projected time-frame for anything to happen with them based on my talks with the CS folks there). I'm hoping to see my gun within the next month. I'll call them in 2 1/2 to three weeks and report back.

 

[Steelheart]

Thanks for the update.

Steelheart

 

[BoneDigger]

Dang, I'm sorry this is taking so long for you. Hopefully they will get this problem remedied and get it back to you soon. I realize it must be pretty dang frustrating not KNOWING what is really going on.

Thanks for the update. Keep us informed.

Todd