Received a call from Ruger...

[Beck]

Thanks for the feedback, I am interested in buying one of the guns, but won't do it until they have fixed the problem as it seems to be widespread.

 

[Beck]

While you have him in conversation you should bring up the AfricaHunting.com custom rifle idea since the dealer fell through

Couldn't agree more on this

 

[Bob Nelson 35Whelen]

I just got off the phone with Eric Shellhorn. He has some measure of responsibility over client service at Ruger. Full and fair disclosure - he is USMA class of '81 and only hazed me a little bit. (I am an underclassman, graduating in 1984.) The call went great.

HOW WE GOT HERE
I wrote an actual printed letter in DEC, sent snail mail, to the CEO at Ruger detailing the situation with my 9.3x62 Lipsey's exclusive Alaskan Bush Rifle. It shot 3.25" low at 25 yards using 250 grain ammo (light for the chambering, as 286 grain is "normal", so this load should have shot high). When I called for a shorter front site blade, the service person offered two things:
1. A replacement front sight blade the exact same height - obviously of zero use
2. A call tag to ship the rifle back to them so they could fix the rifle - not acceptable as there are only 249 other 9.3x62 Alaskan Bush Rifles in North America and I was not willing to risk mine being stolen or smashed on the way there or back

WHAT THEY ARE DOING
Eric indicated that their policies should be a general rule for 80% of the time and then a starting point when the rule didn't make sense. I get the idea that they will improve the service reps' policy book. Eric also indicated that their engineer/product manager was back in the plant finding out why/how this happened and what is the answer to fixing it. He mentioned that as they started wargaming solutions, the idea of sending all of the front sight blade heights that they use (four different heights) with each rifle came up - probably not a realistic choice for a business due to costs. They are working on tracking down the way to do it better.

I told Eric that yes, I had some butt-hurt over paying full MSRP on a Lipsey's exclusive rifle that didn't regulate. I also am a horrid fanboy for the Ruger Alaskan and was really sending in a spot report (it's what Cavalrymen do) to them because I don't want Ruger to be hurt by this problem. Eric indicated that within 48 hours of getting my letter in his hand to act on, he ran across another report for the same malady. It seems the feedback to them is very limited and/or slow, so maybe more of us need to write more.

BOTTOM LINE
The brass at Ruger knows they have an issue and they are working on resolving it. I think it takes some humbleness to admit the issue and seek a resolution, so I am encouraged by Eric's call and sharing that they are working on it. Being heard makes for a fair amount of salve on the wound. I am still cheering for Ruger.

@USMA84DAB
That maks a change from the average big companies response.
I worked as a driver for a large transport company and we called management mirrors.
When we had meetings to discuss issues with management the answers we got were always we know there's a problem, we will look into it.
Never did happen.
Good to see someone is listening.
Bob