To Our Customers,
As the new President and CEO of the Taurus companies here in the U.S.A., I want to address an issue our companies are currently facing and reassure you of the efforts going into improving our customer service.
It became very apparent to me that we are not meeting our goal to provide world-class customer service to those of you who have put your trust in our products. My intention is to fix that, so if the situation does come up where you must utilize one of our firearm’s warranty, that we take care of you in a way that leaves a lasting positive impression about our companies.
That said, I am pleased to report that despite some business disruption caused by the relocation of our corporate headquarters and operational facilities from Florida to Georgia at the start of this year, the move has been an all-around success and positive development for our companies. We are all facing new challenges with the effects of COVID-19, but I want you to know that the Taurus companies are working harder than ever to address your customer service concerns. Our teams are currently working nights and weekends to reduce the long backorder in the repair segments of our companies. Current lead times are ranging from 4-6 months and increases by extremely long wait times in our phone systems. This situation is not up to the high standards we set for ourselves, and quite frankly, our customers deserve much better.
We have implemented many new measures to address these issues. Here are some of them:
- Additional manpower to our customer service, gunsmithing, and shipping teams
- Additional training has been implemented to improve our ability to help consumers resolve product issues promptly
- Commonly requested parts will be made available on our website, at a reasonable price
- Additional shipping terminals dedicated to repair and web store orders
These measures have been put in place to enhance our customer experience and to give our customer service agents more tools to help our customers. It will take some time to get our warranty repair service where we want it to be, but we have a solid plan to get us there. We still have a lot of work ahead of us and are dedicated to correcting these issues as quickly as possible.
I want to thank all of you for your patience personally, and please know that I have heard the complaints loud and clear. Our companies are dedicated to offering industry-leading customer service, and we will have these issues fixed very soon.
President and CEO of Taurus Holdings, Inc.
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