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Ruger Tinkerer
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Discussion Starter · #1 ·
I posted a short story about a recent Ruger CS experience with my old GP100 in another thread. It's a pretty typical Ruger CS story but I'll tell it again real quick.

A year or two back I bought a 1989 vintage 4" GP100 with a particular project in mind. That project got pushed off to the back burner and I ended up robbing a few parts off the rear sight assembly for another GP and the gun just sat. I dug it out recently to decide what to do with it and I noticed that sometimes the action would lock up when dry firing slowly. Instead of playing Mr. Gunsmith I decided to call up Ruger CS, they gave me an RMA number, I had my FFL ship it up to Ruger for $45 and in less than two weeks my FFL called me (yesterday in fact) to tell me "Your Ruger is here." Ruger replaced the trigger return spring, installed a new hammer assembly, adjusted the hammer dog, replaced the missing parts from the rear sight, safety check, test fired and shipped back. All in under two weeks and all it cost me was the shipping up to Ruger. They are the best CS in the biz.

The very same day I called Ruger to get my RMA number set up I also called Colt. I have a Colt Defender that has the annoying habit of ejecting spent brass back at my head, hitting me in the face, bouncing off my shooting glasses, hitting my head, etc. I even got a little cut over my right eye once from a piece of brass. It tends to make you a bit flinchy when you get hit in the head with hot brass. The Colt is still less than one year old so I decided to try their CS and see what happens. The worst that can happen is the company will go bankrupt and I'll never see my gun again.....

This is my first experience with Colt CS and Ruger CS is my benchmark. I called their toll free number and learned they don't take calls until 9AM (Ruger is open at 8). I called back at 9 and quickly got through to a very nice woman who listened to my story and promptly emailed me a pre-paid shipping label. This is good! Ruger and Colt are neck and neck so far.

The Colt actually shipped out about 2 days earlier than the Ruger since I had the Colt all boxed up and all I had to do was apply the label and drop it off at Fed-Ex. I dropped off the Ruger at my FFL a day later and it was another day before he shipped it. So Colt got a little head start on the road home.

Yesterday my Ruger was back in my possession completely repaired and at no cost - less than 2 weeks. Bravo Ruger! Ironically today I received a letter from Colt - they have received my Defender and have written a Product Service Repair Order that states "Repair for ejects toward shooter.....Adjust to factory specs....Test for function" The cost for this service is estimated at $0.00 so it will be covered under warranty. This is good - I've owned the gun for about 9 months and it was brand new. But the Colt letter is not telling me that the work has been completed only that they received the gun and have entered the request for service and have created a Repair Order that will cover the repairs under warranty. The letter explains that the estimated return date listed is just that - an estimate and not a guarantee. "..we may exceed our estimated delivery date due to factors beyond our control."

So here are Colt's estimated repair times:

Service Agreement repairs on any gun without refinish: 30 days (this is me.)
Service Agreement on any gun with refinish: 30 - 60 days

Estimated repair times for non-warranty repairs (when it's all on your dime):
Repairs on any gun without refinish: up to 3 months.
Repairs on any revolver without refinish: 4 - 5 months.
Repairs on any gun with refinish: up to 6 months.
Custom Shop upgrades without refinish: 12 - 18 months.
Custom Shop upgrades with refinish: 18 - 24 months

So if all goes well I should have my Defender back within a 6 week window. Hopefully it will no longer eject hot brass back into my face.

This is my first Colt CS experience and I'm not bummed or upset or anything. I knew when I sent it in it may be a while and it turns out I was right. But I was at the point with the Defender that I either had to get it fixed or sell it off so I needed to allow Colt the opportunity to do their CS thing. Just because Ruger turns stuff around in days doesn't mean Colt is expected to do so. It would be nice though.....

Ruger CS really spoils ya.
 

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Spellign Bee Champ
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My two-year old Rugers, including one I bought used, have been flawless so far. I hope I won't be needing to call CS in my lifetime but it's reassuring to know they will take care of me.
 

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I have dealtwith Ruger winchester Remington Marlin smith and Wesson beretta and Henry Rifles. Ruger and Henry are head and shoulders above any f the others.
 

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Ruger and Henry have been most excellent in my experience.

Smith & Wesson have been totally useless and in fact they sent my gun back to the wrong address. That required 50 miles of driving to get THAT straightened out not to mention the fact that there NO mention of what they did to the brand new gun I sent them, which they didn't even test.
 

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Henry is a good company, they make some of the parts for them 10 miles away from me. One of my co-worker's wives' Uncle or some such is a higher up in the Henry company and he gets rifles as gifts once in a while:) I think they make most of the parts, receivers, etc. in Wisconsin but the barrels and/or stocks are made in PA.
 

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Ruger Tinkerer
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Discussion Starter · #7 ·
Nice to hear folks are having good CS experiences with Henry too. My Colt experience is still unfolding so I'm not being totally negative about Colt CS. I just thought it was interesting to compare Ruger CS with Colt's given I called both companies and set up a return on the same day. If I get my Defender back within the 30 day period they estimate and find they corrected the problem then I'm OK with that. And if there's a next time with Colt I'll know going in better what to expect on turn around times. Like I said, Ruger really spoils ya with their speedy returns and open-ended unwritten no questions asked lifetime transferable "warranty".
 

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I have got horrible service and I have got great service from gun manufacturers including Ruger. Dialing customer service be it Ruger or another manufacturer is like playing lotto, except the odds of getting a good customer service rep is a lot better than winning mega millions.
 

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I had very similar experiences as yours with both Ruger and Colt. Ruger repaired a used gun for free and the turnaround was about a week. Colt, OTOH, was unresponsive and took 5 months to repair a cosmetic scratch on a rifle. They did eventually take care of it but it took more than a couple phone calls and emails to bring it to fruition. The difference between Ruger CS and Colt CS can be measured in light years. That's how far apart they are. Different galaxies.

Colt will fix your Defender but be prepared to dig deep into your reserve of patience.
 

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I have used Ruger CS 2 times. Both times were positive, but they were slow to repair a Single Six. It took 7 weeks. In Rugers defense, they did a complete go - through of my SS, smoothed the action, and improved accuracy dramatically, and that wasn't the issue for the return. It was returned to me in filthy condition, with lapping compound everywhere, including in the chambers. I wasn't happy when I received it in that condition, but as I was cleaning it up, I realized how smooth it functioned. When I got the chance to shoot it, it grouped shots much better, and the annoying flyer that always ruined a group, was gone.

I have used Charter Arms CS twice also, and they are just as good as Ruger. Both times my product was returned in 3 weeks, and fixed correctly, the first time.
 

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If Colt can't fix my Defender I'll just sell it off. There's a guy up in TN that buys my cast-offs and seconds.
That reminds me, did you ever unload that junk Birdshead Vaquero with the crooked barrel?.......:D:p
 

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Ruger Tinkerer
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Discussion Starter · #18 ·
Without any fanfare my Colt Defender was delivered to my door today. Fortunately someone was home to sign for it. Today is only October 2 so that was only about 2 weeks from when I got the letter telling me they would repair and ship within 30 days. I'm happy with that.

Enclosed paperwork says they "adjusted extractor to factory specs, test fired and return." That would seem to be the expected remedy for this problem (and not something I was willing to undertake myself, especially when I have warranty coverage. And would probably bubba it up if I tried.)

Next step will be to run it on the range and see what happens.

So far my Colt CS experience has been fine. They're not as speedy as Ruger but the CS rep was pleasant and prompt and they did turn it around in a matter of weeks and not months. If it doesn't eject hot brass in my face I'll be a happy camper.
 

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Hey Wave, you gave Colt a heads up by posting it here ;)
 

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Over 40 years of gun ownership I have had guns go back to Colt Smith and Wesson Ruger Berretta and Remington. No one was as fast of as courteous as Ruger.
 
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