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  #1  
Old 10-07-2013, 06:02 PM
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Default I have been on hold waiting for customer service for .....

Almost 2 hours now, I ordered some grips over a month ago I was charged for them, have not received them and cannot get anyone on the phone to help me.

The same thing happened last week when I called...is there anyway to get someone to help me from the forum?
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Old 10-07-2013, 06:05 PM
Nframecollector Nframecollector is offline
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Who did you order them from?
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Old 10-07-2013, 06:06 PM
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Smith and Wesson ... the online store.
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Old 10-07-2013, 06:16 PM
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Given what you've told us here I'd write a formal letter to S&W, return receipt requested. State your case to include the times you've called and had to wait absent an answer from anyone. Be polite but very business like. Do not make any threats but be direct in what you want.

Formal business letters usually get someones attention and you might get some goodies from S&W b/c of what they've put you through. Good luck.
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Old 10-07-2013, 06:22 PM
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I don't want to call my credit card company and dispute the charge I want the product they just won't answer the phone for apparently hours on end lol.
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Old 10-07-2013, 06:24 PM
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I would be irate if I ever got off hold...................but I'm not known for my phone etiquette!
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Old 10-07-2013, 06:26 PM
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If you purchased them with a credit card, contact the credit card company via your account on the credit card company website and file a "dispute the charge" for that transaction. That puts the onus on S&W to prove they sent the grips, otherwise they loose the money.
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Old 10-07-2013, 06:36 PM
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That's the thing I wish they would just answer the phone and tell me what is going on I really want the S&W grips for my 442 Revolver...sucks.
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Old 10-07-2013, 06:47 PM
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I hate when you get put on hold and nobody answers. This is sort of unrelated but one time I called wingstop and was put on hold for 20 minutes. My uncle called and they asked how they could help him. My uncles reaction was enjoyable. I really wanted my wings
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Old 10-07-2013, 06:50 PM
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My AVERAGE is 45-50 minutes a call. Doesn't matter, morning late morning, afternoon or late day. The amazing thing is you are that far behind GET MORE HELP. Your call, and most of mine, could be handled by a first day on the job guy.
Look at the S&W letters. It has been FOUR MONTHS and I understand that is average. Questions will be free but the letters are $50 a pop. If they were quicker they would get MORE requests and at $50 a pop 2 letters paid a kids salary for the day.Customer service is not a real strong point with S&W.
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Old 10-07-2013, 06:50 PM
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Seriously I was on hold today just over 1 1/2 hours, last week I almost hit 2 hours.
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Old 10-08-2013, 07:57 PM
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I called S&W recently, fully prepared to wait a while. I put my phone on speaker so I wouldn't have to hold it to my ear and then I set it down. Some time later, and in spite of the dreadful music, I dozed off. I woke up to some guy saying hello, hello and asking if he could help me. Why do I need help? I'm just taking a nap. By the time I realized what was going on, he had moved on to the next caller. Called back, got back in line, stayed awake this time and had my call answered. The gentleman who took my call handled the issue efficiently and courteously. Worth the wait.
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  #13  
Old 10-09-2013, 12:51 AM
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Another 60 minute phone call again today, getting really tired of this...guess I will try again tomorrow.

I made 60 minutes my cutoff from now on, my Galaxy S4 starts to heat up too much.
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  #14  
Old 10-09-2013, 01:37 AM
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I was about to start a thread on this topic, but just saw this one tonight.

I too ordered some grips, on September 1st to be specific. After three weeks I called customer services and was able to talk to someone fairly quickly. I was told that they had recently changed their shipping order processing contract to a new company and
there were many 'bugs' to be worked out.
Long story short, I still do not have my new Smith and Wesson grips.

Many phone calls.
Same excuses.
I'm rather upset, but I do want these grips...

Sidenote:
Bryan at WoodCaliber.com has been fantastic with communication about a special order for stocks for a Colt 1911 I asked him to make for me. Check him out!
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Old 10-09-2013, 11:08 AM
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Why not contact Altamont directly as they mfg S&W's grips, and most are available from them.
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  #16  
Old 10-09-2013, 11:44 AM
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Forgive me,but in this day and age of email I refuse to waste my time hanging on the phone for more than 5 minutes.
I have found that I get faster, more comprehensive reply's to any of my inquiries by simply emailing......
I also have a easily found record of all correspondence between myself and the business for future reference and/or issues.
To be hanging on the phone for an hour or more is just ludicrous IMHO.
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  #17  
Old 10-09-2013, 11:48 AM
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About 18 months ago I ordered some parts to rehabilitate a TC Hawken. S&W nows owns them and managed the parts order. Badly. In addition to not knowing his job the order taker thought (after a 30 min. Phone call) that I really wanted the fancy trigger guard (?!) at about $45 and put it into the order.

Fortunately I had put it on Visa and just contested the charge. Happy ending for me anyway.

My standards for customer service are Brownell's and Amazon. I assume that anything less means they don't know or don't care. Maybe both.
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  #18  
Old 10-09-2013, 11:52 AM
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Quote:
Originally Posted by H Richard View Post
Why not contact Altamont directly as they mfg S&W's grips, and most are available from them.
would work great .. if he didnt already pay for a set
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  #19  
Old 10-09-2013, 11:55 AM
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Einstein's definition of insanity.......doing the same thing over and over again and expecting different results.

I'd send an e-mail a day for 3 days and, if I got no response, then I'd print out my inquiries and mail the registered letter.
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Old 10-09-2013, 11:58 AM
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Credit card companies aren't supposed to charge your card until they ship.

They can put a credit hold like motels and airline tickets do but they shouldn't be charging your card until the item is shipped.
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Old 10-09-2013, 12:02 PM
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Credit card companies have nothing to do with charging till it ships, that is set by the vendor. Many vendor's charge before shipping, it is common practice just read the FAQ on palmetto state armory.

Also I have sent so many emails, I quit wasting my time typing. I just do homework for Fall Semester with my phone on speaker.
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Old 10-09-2013, 12:10 PM
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Quote:
Originally Posted by BobC357 View Post
Credit card companies aren't supposed to charge your card until they ship.

They can put a credit hold like motels and airline tickets do but they shouldn't be charging your card until the item is shipped.
Would you please give some resources to qualify your statement?
A purchase can indeed be put on your account at the inception of the transaction and before shipping although as a customer service issue most reputable vendors won't... also consider a purchase where shipping is "free". does the vendor wait for a notification from a shipping concern that the item was indeed delivered before charging the card? I think not.
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Old 10-09-2013, 12:14 PM
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I ordered some grips on line a few days ago and requested next day shipping (now i can laugh at that). After a couple of days called to get a tracking number or something (25 minute wait). They found my order and indicated it had not been shipped. I was a bit ticked off since I paid for next day shipping. The guy said to call back tomorrow if I not received the shipping info. I called customer service again ( only another 25 min wait ). A different guy tells me they have the grips in stock but it will take about 4 WEEKS to get them sent. I said I paid for NEXT DAY shipping. He said they would only charge me for standard shipping. I told him to keep the grips and cancel the order. i have never had this much hassle with ordering on line or via the phone.

On the positive side I was not charged for the grips. He told me they never charge until the item is sent...hardy har harr. I confirmed with my CC that no charges were sent for Smith and Wesson.

Last edited by 329; 10-09-2013 at 12:40 PM.
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  #24  
Old 10-09-2013, 12:25 PM
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Almost every company does a pre qualification charge that goes pending, then falls off usually in 24/48 hours to satisfy that funds are available.
But, companies can state in their policy that they charge for items the minute you place orders, it is up to you to read that and if you do not agree then only thing you can do is shop elsewhere.

Like I said I could call BoA and have this fixed in a split second I have been with them for 17 years. I want the grips, they are paid for, I just would like to talk to someone about my order is all.
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Old 10-09-2013, 12:40 PM
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Quote:
Originally Posted by doublesharp View Post
Einstein's definition of insanity.......doing the same thing over and over again and expecting different results.

I'd send an e-mail a day for 3 days and, if I got no response, then I'd print out my inquiries and mail the registered letter.
From their page:

"Due to increased call volume, we are experiencing longer than normal wait times. Please be patient and utilize our customer service email whenever possible [email protected]. We are working to remedy this situation as quickly as possible."
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Old 10-09-2013, 12:50 PM
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I have used the email to the point I tried different email accounts because I thought it was going to spam....
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Old 10-10-2013, 01:50 AM
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Quote:
Originally Posted by duppie View Post
Would you please give some resources to qualify your statement?
A purchase can indeed be put on your account at the inception of the transaction and before shipping although as a customer service issue most reputable vendors won't... also consider a purchase where shipping is "free". does the vendor wait for a notification from a shipping concern that the item was indeed delivered before charging the card? I think not.
It is against VISA and MasterCard's regulations for a merchant to bill their cards prior to shipping. I don't know about other cards (Discover, AMEX, Diner's Club, etc.) There are many sources to support this -- just Google for it.

There are probably merchants that do it but, it is against the card company policy. Just because there is a rule doesn't mean everybody abides by it.
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Old 10-10-2013, 01:52 AM
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I have been with BoA (Visa) for 17 years, and they have told me if it is in their policy agreement you know when you check that little box at the end of every sale.....they can charge you.
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Old 10-10-2013, 08:09 AM
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Quote:
Originally Posted by BobC357 View Post
It is against VISA and MasterCard's regulations for a merchant to bill their cards prior to shipping. I don't know about other cards (Discover, AMEX, Diner's Club, etc.) There are many sources to support this -- just Google for it.

There are probably merchants that do it but, it is against the card company policy. Just because there is a rule doesn't mean everybody abides by it.
I did exactly that before my last post and lo and behold there is no such law or even regulation by either Amex,Master or Visa in North America.
It is however left to the discretion of the vendor......
I've deal with the big 3 in my profession and have not once seen a stipulation as you've described.
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Old 10-11-2013, 11:51 AM
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I buy parts in bulk from them monthly for my business. However, I did not track their yearly 2-week shut down this year. I ordered a week before they shut down - and have not received those parts...that was 31JUL13.

I've called them bi-weekly [and average 45 minutes on hold each call] since they re-opened...and always get the same answer "we have computer issues which have affected our ability to ship orders." This makes NO sense. I've emailed them as well - I get the same "we are backed up with orders" response. It infuriates me that they cannot manually fill or kill orders and ship them. I've been an Army logistics supply officer for 15 years...I know how to execute a wall-to-wall inventory (includes small arms repair parts) and I know how it feels to have management change or update my computer systems. You know what, you go out of business if you don't fill orders!!!

The problem - IMHO - with S&W is that they are making SOO MUCH MONEY FROM GUN SALES, that their parts/support sections/departments are not a concern. There are people lining up to buy their rifles/guns...WE will continue to buy them...just like we will continue to vote for the idiots who shut down the government...whoops...sorry.

I have no choice but to curtail my business as S&W is the prime vendor to Speed Shooter Specialties, MidwayUSA, and Brownells -- the only vendors I know who sell the parts I need.

Pissed that this is happening. Pissed that the good CS people in Mass who have to deal with grumpy/angry customers - but MOSTLY I'm pissed that S&W does not allow company reps to troll these forums and provide INPUT on pertinent issues. Shame on your S&W.
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Old 10-11-2013, 01:08 PM
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I must've gotten lucky...I was picked up in a few minutes looking for a DOB on a M60-10. around 9am cst
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