garryj
Expert
Mods--If this is in the wrong place, please move.
I need to get this out there to let other gun owners know about my Taurus USA’s customer service experience so that they may be able to avoid a similar situation. I will try to state only facts and steer clear of opinion and speculation.
In January of 2020, I purchased a Taurus Raging Hunter in 454 Casull(much to the objections of most of my friends). When I received the firearm, I checked the trigger pull as I do on every firearm purchase. The trigger pull in single action was over 8 pounds(my gauge’s max)and probably closer to 12-15 pounds—totally unacceptable. I tried to get the grip off to possibly see if something was binding the hammer spring, but it would not budge. Since it was a new firearm and under warranty, I made the decision to send it to Taurus for repair. The service rep did warn me that it could take up to 90 days for repair. Since this was a range/hunting firearm, I was OK with a 90-day turnaround.
90 days passed and I still had not heard anything from Taurus, so I gave them a call. The service rep advised me that the status of my firearm was “waiting for repair”. I explained that the rep I spoke to when I sent it in told me there was a 90-day turnaround. She said that she would research it and get back to me within 48 hours. Three days later I had not heard from her so I called back and was quickly informed that it’s status now was “awaiting parts”. When I asked what parts, she could not answer me, but explained that the parts were coming from Brazil and could take a while. I was upset, but there was little I could do, so I let it go.
Two more months passed and still no word from Taurus, so I called yet again. This time I got a service rep who was far less than helpful and informed me in no uncertain terms that there was nothing he could do to help me with my problem. I was so frustrated that I told him to just send my firearm back to me and I would have a local gunsmith repair it and eat the cost. Again I was told a supervisor would call me within 48 hours and heard nothing from them so I called back and was given this long speech about how sending my firearm back to me would be unsafe, so I would have to sign a disclaimer to not hold them responsible if my firearm were to malfunction. I said fine, send me the form and I would gladly sign it and send it back. I never received the form and when I called back, the rep had no idea what I was talking about and agreed to send my firearm back to me, but warned it could take a while. At this point, I just wanted my firearm back, so I agreed.
After three more months, I still had not received my firearm, so I called them again and this time I got a very helpful rep who agreed that eight months was too long for them to have my firearm so they were going to replace it if I agreed. Thinking this would get things back on the fast track, I quickly agreed. She even went as far as to get the name and address of my local FFL where they could send the replacement.
Four months later and after several very frustrating calls that accomplished absolutely nothing and I still had not received my firearm or the replacement. At this point it had been over a year and I not so politely pointed this out to the rep and she told me that a supervisor would call within 48 hours. Again, no call so I called back and was surprisingly transferred to a supervisor who told me that I could wait for the replacement to be released or have my original firearm sent back. I told her which ever one would be the quickest. She said she would call back with the info ASAP to let me know which it would be. Three days later, on March 10, 2021, I actually got a call from Taurus telling me that my replacement firearm was shipped and would be arriving at my FFL that day by 4:30. I got a call from my FFL at ~3:00 telling me it had arrived.
Over one year later, I finally have my firearm(replacement)back. Never again, Taurus, never again.
Garry
I need to get this out there to let other gun owners know about my Taurus USA’s customer service experience so that they may be able to avoid a similar situation. I will try to state only facts and steer clear of opinion and speculation.
In January of 2020, I purchased a Taurus Raging Hunter in 454 Casull(much to the objections of most of my friends). When I received the firearm, I checked the trigger pull as I do on every firearm purchase. The trigger pull in single action was over 8 pounds(my gauge’s max)and probably closer to 12-15 pounds—totally unacceptable. I tried to get the grip off to possibly see if something was binding the hammer spring, but it would not budge. Since it was a new firearm and under warranty, I made the decision to send it to Taurus for repair. The service rep did warn me that it could take up to 90 days for repair. Since this was a range/hunting firearm, I was OK with a 90-day turnaround.
90 days passed and I still had not heard anything from Taurus, so I gave them a call. The service rep advised me that the status of my firearm was “waiting for repair”. I explained that the rep I spoke to when I sent it in told me there was a 90-day turnaround. She said that she would research it and get back to me within 48 hours. Three days later I had not heard from her so I called back and was quickly informed that it’s status now was “awaiting parts”. When I asked what parts, she could not answer me, but explained that the parts were coming from Brazil and could take a while. I was upset, but there was little I could do, so I let it go.
Two more months passed and still no word from Taurus, so I called yet again. This time I got a service rep who was far less than helpful and informed me in no uncertain terms that there was nothing he could do to help me with my problem. I was so frustrated that I told him to just send my firearm back to me and I would have a local gunsmith repair it and eat the cost. Again I was told a supervisor would call me within 48 hours and heard nothing from them so I called back and was given this long speech about how sending my firearm back to me would be unsafe, so I would have to sign a disclaimer to not hold them responsible if my firearm were to malfunction. I said fine, send me the form and I would gladly sign it and send it back. I never received the form and when I called back, the rep had no idea what I was talking about and agreed to send my firearm back to me, but warned it could take a while. At this point, I just wanted my firearm back, so I agreed.
After three more months, I still had not received my firearm, so I called them again and this time I got a very helpful rep who agreed that eight months was too long for them to have my firearm so they were going to replace it if I agreed. Thinking this would get things back on the fast track, I quickly agreed. She even went as far as to get the name and address of my local FFL where they could send the replacement.
Four months later and after several very frustrating calls that accomplished absolutely nothing and I still had not received my firearm or the replacement. At this point it had been over a year and I not so politely pointed this out to the rep and she told me that a supervisor would call within 48 hours. Again, no call so I called back and was surprisingly transferred to a supervisor who told me that I could wait for the replacement to be released or have my original firearm sent back. I told her which ever one would be the quickest. She said she would call back with the info ASAP to let me know which it would be. Three days later, on March 10, 2021, I actually got a call from Taurus telling me that my replacement firearm was shipped and would be arriving at my FFL that day by 4:30. I got a call from my FFL at ~3:00 telling me it had arrived.
Over one year later, I finally have my firearm(replacement)back. Never again, Taurus, never again.
Garry
