I hope you just got a poorly trained CSR but this is shameful.
I have 2 guns into S/w for service a 9 mm shield and a bodyguard 38, shield cycled and had the guide rod come out 1.25 " , SW wanted to know if I had this problem before....Body guard stopped functioning totally only factory ammo Remington used . CSR offered to Send Parts! Really?
Ruger looking better every day , Sig 239 broke after 5000+ rounds got it back from sig in 10 day with a letter of apology S &W should wise up