Verbal communication with S&W doesn't work well these days.Try my strategy with customer service.

Email the exact description of the problem you have or service you want performed to the customer service department. State in the email that you are also FAXing the same information.(That way they can't claim your email didn't get through) Print out your email and fax it to them. I had an email reply sending me to their warranty shipping site within three hours. Filled out the required info on the warranty site and received a email with a pre-paid two day FedEx label in two days. Sent the revolver back and had an email that it was in transit via FedEx two day exactly one week after they received my revolver.

I'd say that is pretty darn fine customer service. -Though Fed Ex "two day" is actually taking 5 days since they don't deliver on Saturday or Sunday.