Taurus customer service?

[seanie!]

Has anyone on here ever dealt with Taurus' customer service? Earlier today I was getting ready to clean my 24/7 Pro 9mm, and as soon as I spun the disassembly latch down to the 6:00 position, it broke clean off. I searched online for Taurus parts and couldn't find anyone selling them. My first instinct was to bring it in to a gunsmith, but now I believe I'll get a hold of Taurus and send it in to them. Too bad there's nobody in today.

I guess I'm just looking to see if I'm going to end up with a headache while I'm on the phone with them tomorrow. Anyone have any experience with them? I'm hoping for a good attitude with a quick turnaround.

 

[jabberwocky]

Yes, I have been through Taurus CS. I gave my reason and experience here: http://www.thehighroad.org/showthread.php?t=142320&page=2

Sorry about the latch breaking. Tomorrow, call 1-800-327-3776. Be polite. You'll get better service if you are civil. Ask to see if they can ship the part to you. It may have to be ordered from the factory in Brazil. This can take a while, i.e. Customs, Shipping Schedules, etc.

Were you able to remove the rest of the latch? If they recommend sending your 24/7 in, be prepared for a two month wait. That's what it took my PT145. I sent it in 9 Apr 2009, and it was returned 10 June.

First, I went to the Taurus web site and at the bottom of the page I clicked on the REPAIR POLICY link under CUSTOMER CARE. At the bottom of that page you'll see the links to get you started. Fill out a Work Order and follow the Shipping Instructions.

I called about a week after I sent it in, and the guy was honest enough to tell me he was just then getting to guns sent to them in mid-March.

There is a page on their web site where you can check to progress of the repair. I called about mid-May when it showed "In Repair." The part was on back order.

"Repair Completed" showed up on 8 June. I received a phone call on 9 June telling me my gun was repaired and will be shipped the following day. It was FedEx'd to my door.

 

[rduckwor]

Good Luck, You're going to need it.

Try a local gunsmith first.

RMD

 

[surjimmy]

I didn't know Taurus had a Customer Service. LOL... I have called Taurus CS about I think 8 times still waiting to here from them, it's a shame too I like their guns.

 

[Jim K]

If you have to ship, note that only an FFL dealer can ship a handgun by USPS. I don't know if Taurus will send you a shipping label or not; some gun companies do, so the shipping is on their dime.

Jim

 

[weisse52]

Another member is going to call them tomorrow on a 1911 problem. If you call and report back maybe we can get an idea how the current CS is running...

 

[DasFriek]

Id ask the folks at http://www.taurusarmed.net/ and im sure you will find people who have used Taurus CS.
Ive checked this myself as i was concerned also,its improved over the years like thier product has.But that still dont stop the haters or people who "heard" or the ones who were burned in the past.Now i dont blame those guys tho.

 

[armoredman]

I used them for my 850 CIA, took a looong time, but came back to my door via FedEx completely repaired. Agree as to be polite - works a lot better than screaming and yelling.

 

[jabberwocky]

Jim ~ Thanks for the info about FFL dealers only can ship USPS. I edited my post to remove misleading info.

 

[DasFriek]

So i take it that Taurus wont pay shipping too them and not the return either? Just for my knowledge as ive never seen the answer.
As its been said the only way id ship a handgun is threw a FFL and with usps since everyone else requires overnight.

 

[jabberwocky]

Their web site says they will not accept COD, so I paid to get it there. I didn't think to call and ask them for a paid shipping label. They did pay for the FedEx on the return.

 

[jart]

I called checking on my repair of PT145. He/she kept calling me boss.
That has only happened to me in a convenience store.

 

[weisse52]

seanie!
What did Taurus say?

 

[walker944]

I've used Taurus CS about 5-7 times. Like stated above, it's a good idea to check with them after the gun gets there and find out what day they are currently repairing. That will give you an idea when to expect yours back. Of course, waiting for parts, etc could prolong that. But, CS will be able to tell you if you should experience any kind of longer wait then typical.

 

[seanie!]

I talked to them today. The girl I talked to on the phone was friendly enough, and apologized for my problem. I sent out my disassembly latch via USPS priority. I was slightly bothered that they didn't cover my shipping cost with a label on their part, but at this point I'm only out $2.14. I think that's pretty reasonable, provided I get my latch in the near future. I guess now it's time to just wait and see how quick I get anything back from them. On a scale of 1-10, so far I would give them a 7.

 

[jabberwocky]

seanie ~ Glad you were able to get things moving along. We'll be waiting with ya.

 

[weisse52]

So far, so good. If you get it back within a couple of weeks that will be worth a bump to an 8 at least.

 

[seanie!]

True. It's just a shame I've been planning a trip to an outdoor range on the 18th. Looks like I'm going sans handgun. At least the rifle and shotgun will get a good workout.

 

[ChuckB]

I don't have a Taurus right now, but have had this experience with other makers. I've sent a cover letter with the gun (natch), including a request to have my shipping charges returned to me. This is assuming a warranty repair. This usually gets a check sent to me.

Chuck

 

[seanie!]

Customer Service Update

Well, after one week I called Taurus to check on my disassembly latch. The girl I talked to over the phone asked me for my zip code, and told me they had yet to receive anything in to customer service from my zip. Understandable, as I work in the shipping department at my company. I was told to call them back that Friday to check up on my part. I decided I didn't feel like bothering them and figured I would give it another week.

Today, two weeks after I sent out my latch, I spoke to Taurus customer service again. The gentleman I spoke with asked for my zip, looked it up, and told me they still hadn't received anything in. After about a thirty second conversation asking me details about when/how I sent it, the model #, etc., he apologized, asked me for my shipping address, and told me that he would make sure to send out a new latch today.

It kind of bummed me out that it took two weeks, but I'm happy knowing that Taurus made good on never getting in my broken latch and just sent me out a new one. I was going to take points off for losing my original package, but I can't really blame them, as it could've been the USPS also. Odds are it was someone at Taurus, but I'm not going to make any assumptions. The quick action of the customer service rep I talked to though, definitely gave me faith in them as a company. I'll keep my original score, and say I'd rank Taurus customer service at a 7/10. This is provided I get my latch some time soon, of course.