Back in August, I went to a local IDPA Match. I went with a friend from work and had a great time. I was shooting a well worn Model 15 that I'd bought a few months earlier for a song. We had a lot of fun, and I was ready to go again. When I got back home, I started researching what I wanted to shoot at the next match. I just don't like shooting "square guns", so I was looking for a revolver that used moon clips. After much research and asking around, I decided that I wanted a 625-PC. It had the features I wanted and the price wasn't that much more than the other versions.
I ordered one up off GunsAmerica, and got it a few days later. My excitement over my new gun faded quickly when we couldn't get it to group on a 8-1/2 x 11 target. It'd barely keep them on a 12 x 18 target off a rest. There were 4 different shooters and 4 different types of ammo used. We were trying to be open minded and fair, but it just wouldn't shoot.
I called your Customer Service line and told them about my problem. Your CS Rep was very polite and asked good questions and seemed interested in my problem. He told me that he suspected that there was a problem with my barrel and asked for my address to send a shipping label. He didn't make me ask for an RMA, he actively told me that my new gun should perform better, and he'd make sure it did. I sent it in on Monday October 3rd, and got it back on Tuesday the 11th. The short note I got indicated that the forcing cone had been recut. I looked, and I could see that it was visually very different than when I sent it in. The gun was gone for 8 days. Four of those days were probably in transit, and two of them were a weekend, so I was shocked to see it back so fast.
My buddy and I took it shooting earlier today. We were astounded at the difference. If I do my part, this gun will SHOOT! A picture is worth a thousand words, so take a peek.
Thank you. Thank you for treating me like a valued customer on the phone. Thank you for turning the gun around so fast, and thank you for doing a great job on my gun!
Rawhyde
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Open Letter to S&W Customer Service
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