S&W Customer Service Outstanding, FedEx pick up not so much...

novalty · #1 12-05-2011, 05:48 PM

Well last Thursday afternoon, I called S&W on my 1911's ambi-safety which is loose, and have had it slide out while field-stripped for cleaning. After a short hold, I got a friend Customer Service member that said he would send me a pre-paid shipping label via email. Received the label the next morning (last Friday.) So I package it up in a box over the weekend and bring with me to work, as the instruction sent said I could call for FedEx pickup. So I called this morning lady was very helpful and quick on the phone for pickup. The driver shows up and I had been slightly apprehensive about bring it into work, just because they don't really have a policy on it. The instruction said that I must verbally make the driver aware that their is a firearm in the package. Have dont it before without problem. So after handing the box to him in the office, I follow him to the lobby to not too loudly say "I'm required to inform you there is a firearm in the package going back to the manufacture for repair." For which he says in a very audable tone: "Guns are required to be shipped from a gunsmith to gunsmith." I informed him the manufacturer sent me the shipping label and advised me to ship it this way. Which he says is a friendly way "It's a package, let's just say it is that and you never said anything to me."

@^*#$

Thanks alot FedEx driver--already had one lady co-worker say "talking about guns, huh?" Hopefully, it doesn't raise any disturbance. Maybe I'm just being paranoid.

On the bright side, S&W Customer Service was top notch!

Cyrano · #2 12-05-2011, 10:46 PM

Chicoine's sent my K-22 back by Fed-Ex. I got a phone call, recorded announcement, threatening fire and brimstone if I wasn't home to PERSONALLY sign for the package. I spent a boring morning doing things I had to do but didn't want to. When the doorbell rang, I answered it to find the truck driving off and my K-22 sitting on the front porch. Good thing I was home, and not out shooting for a few hours.

Chicoine's does superb work, incidentally.

Rule3 · #3 12-06-2011, 12:46 AM

The Fed Ex driver was incorrect. The owner of a firearm can send it to the manufacturer for repair. S&W has a priority account with Fed EX. I have sent several from my home and never a question asked. They pick up almost after I call to schedule a pickup..

Yes, on the return an adult must sign for it.

novalty · #4 12-06-2011, 10:40 AM

This is my 4th send back to S&W, for what I consider very minimal issues. The first was a couple years ago, with UPS, and the driver picked up at my house--when I informed him it was a gun, he told me I couldn't ship it, then after calling his manager he took it. The last 2 times were with FedEx, which I dropped off at a shipping location--they took it without question. So starting to think it is driver related.

Rule3 · #5 12-06-2011, 11:45 AM

Just "don't tell"

It's a approved pickup authorized and paid for by SW, the driver does not need to know what it is.

novalty · #6 12-06-2011, 11:50 AM

Quote:

Originally Posted by Rule3

Just "don't tell"

It's a approved pickup authorized and paid for by SW, the driver does not need to know what it is.

Rule3,

This is a direct quote from the email sent from S&W regarding shipping back to them:

Quote:

FedEx requires that you verbally inform the receiving FedEx employee that a package contains a firearm.

Was informed on the previous shipments as well that I was required to verbally tell the shipper of the contents of the package.

Rule3 · #7 12-06-2011, 12:49 PM

All my paper work is locked away but all I ever received was the instructions to schedule a pickup, dial Fed Ex dial 99999 schedule and away it goes. I will have to see on the paper work??

I have received call tags (ship labels via mail and by e mail and never have seen the notify driver thing)

TAROMAN · #8 12-06-2011, 12:57 PM

I have shipped several. Both on my dime and S&Ws. I just catch the express driver at one of his scheduled pickup boxes and hand it to him. Never been a problem. Will continue to do the same. My belief is that the more attention you draw to the package, the more likely it is to be ripped off.
Oh, I always use a somewhat cubical box, not one that screams "PISTOL!"

P.S. I have a FEDEX account and prepare my own shipping documents when its on my dime.

novalty · #9 12-06-2011, 01:03 PM

Well as a good news update. S&W received my 1911 @ 10:05 this morning--not bad for being picked up at 4:11 yesterday afternoon. Guess a benefit of living fairly close to them. Expecting their turn-around time to be as expedient as ever.

Rule3, this is the first time I have been emailed the shipping label, before they mailed it to me. I keep the letters with the firearms. Will check them tonight, but believe all the letters indicated I needed to inform the shipper that took the package that it contained a firearm.

novalty · #10 12-14-2011, 03:34 PM

Just an update on the excellent Customer Service at S&W. Called today to check on status of repairs. They gave me the tracking# as it is being shipped out today, should have it either tomorrow or Friday.

Rule3, I did pull the paperwork from when my 5906 went back to S&W, and the letter specifically stated I needed to verbally inform the UPS driver that the package contained a firearm.