I have to date sent in 2 semi auto pistols and one revolver back to S&W. one for repair and the other two for non warranty work and although I can't speak for others experience I can only say with what I experienced.

All my contact with S&W over the phone they have been very polite & informative. They even returned my phone calls on multiple occasions.

The last pistol I sent in, a model 10 from 1985, they refinished it inside & out to like brand new condition. Even threw on a new set of wood grips at no extra charge.

I will add, with a couple emails I got them to send me, free of charge not one but 2 brand new RSA for my M&P 9mm and a set of replacement rubber grips for my 617.

I'm not saying that I'm not buying the OP's story, all I'm saying is that everytime I had any dealings with S&W, they were very polite & professional... just sayin'.