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Old 12-19-2016, 01:11 PM
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Default Sad news from the S&W customer service department

I just spoke with S&W's customer service department to ask why authorized warranty repair stations other than the factory were no longer listed on the Smith & Wesson website. I was informed that Smith & Wesson has withdrawn all of them! Too bad, as some were highly skilled one man operations who had earned the trust of customers over many years. It was comforting to know the warranty repair would be performed by someone you knew rather than "luck of the draw".
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Old 12-19-2016, 02:33 PM
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That could also mean more of a backlog at S&W if no outside 'smiths were authorized factory repair. Possibly they had experienced some "authorized" smiths not following directives and /or the quality of their work did not meet standards?
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Old 12-19-2016, 03:21 PM
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Originally Posted by H Richard View Post
That could also mean more of a backlog at S&W if no outside 'smiths were authorized factory repair. Possibly they had experienced some "authorized" smiths not following directives and /or the quality of their work did not meet standards?
And/or it was another corporate cost cutting measure.

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Old 12-19-2016, 03:27 PM
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More likely it was just a matter of logistics. Given that there are a large number of carriers that are proficient at overnight or second day delivery, and that doing warranty repairs or evaluations in-house is more efficient, it only makes sense. Sure, these changes probably result in a cost savings, but I don't think that was the entire impetus for the change.

Adios,

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Old 12-19-2016, 03:51 PM
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As the warranty mgr for a large RV dealer I can certainly understand what the factory has to deal with. While no doubt there are a few good 'smiths who do great work for the factory's customers I suspect the greater numbers do not and this is costing S & W a lot of time and money administrating all these 'factory authorized warranty repair stations'. I can easily understand how this has probably become way more trouble than it is worth (for a variety of reasons) so they just decided to withdraw them all. I suspect eventually they might contact some of the better 'smiths. Who have done the best work and follow the rules as 'regional' service stations but I certainly understand they're reasons for stopping them all 'across the board' for now.

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Old 12-19-2016, 03:55 PM
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On the west coast of Kanuckistan, we have Murray Charlton Enterprises in Victoria, BC doing S&W repair and warranty work.
I wonder how that will impact him. He already has a back log of work as he has difficulty getting parts from S&W.
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Old 12-19-2016, 04:02 PM
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It is a "double-edge" blade as to corporate costs vs customer satisfaction which in turn, can greatly enhance the companies repeat business.

The business I am in (high pressure water pumps) ships around 2500 to 3000 units domestically in USA every year. Installed and operated correctly these things have a design life cycle of about 5 - 7 years due to the extremely rough duty. Our customers down time due to pump failure keeps all service and warranty departments on their toes. If it were not for the multiple "factory trained and authorized" network of shops we have around the country, we would have to add hundreds of employees and probably cover some freight costs too.

So we invest in training schools, seminars, at the service techs shops, give a generous discount on those non-warranties where parts are needed for repair, control the outside repair labor costs so no gouging goes on, and annually inspect and re-authorize new people to make sure everyone stays on the same page so to speak.

I think S & W would increase customer satisfaction if they had a similar program of "authorized and trained" smiths around the country, and then back them up when true warranty cases arise, or give equal "factory trained" service when charging money.

I can't believe that all S & W service shops, or smiths, were causing trouble or issues enough to cancel the whole organization with one stroke of a pen (or e-mail for the modern crowd).

I agree with the OP......sad day.
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Old 12-19-2016, 08:41 PM
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I was lucky to have a S&W trained police armourer for a pal when I lived on the west coast of BC.
He did super job on my wife's 17-4 .22. I should have let him have a go at my 18-3, but if'n it ain't broke ....
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Old 12-20-2016, 09:32 AM
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I'm afraid we can thank the Smith and Wesson legal team, for this. The only way the factory can or should have full control of warranty service, if it's preformed in house. When an outside firm does the work S&W loses all control of the quality and safety of the repairs. Therefore leaving themselves open to lawsuits. Sad but true.
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Old 12-20-2016, 10:45 AM
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Old Bear is right. The new norm, law suits and fake news. Hands up, don't shoot! Pants up, don't loot!
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Old 12-20-2016, 06:05 PM
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I'm sure the liability concern is valid. I also think the cause is many-fold.
For instance - in many areas, 'smiths are aging out.
The area where I spent most of my life had three (3) well-known gunsmiths. These were all old-school guys who learned the slow way and through many years experience.
Now, there's more 'gunsmiths', but many are what I call 'AR assemblers', and for most, I'm not sure I'd want them doing any fine work on much else.
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Old 12-21-2016, 01:39 AM
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I find, in my area a lack of passed on knowledge of revolvers, can't even get a barrel changed out, everything's autos.
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Old 12-21-2016, 01:40 AM
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I'm frankly on the outside of all of this matter. Happily never even having the occasion to employ S&W service, warranty or otherwise. But in my estimation...
+1 for Old Corp comment immediately above regarding "the cause is many-fold."
Possibly the best new for such 'new & improved' plan, higher quality product standards AND quality control, diminishing warranty claims. The opposite, of a firm in financial trouble. In between, likely a litany of reasons accounting for the business decision under discussion. For us consumers, probably never a real, non-hype explanation.
However, as also mentioned above, longer service times likely. You know! As about everything nowadays! (Eg: "Your call is very important to us...")

Just my take
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Old 12-26-2016, 03:58 AM
John Fugate John Fugate is offline
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Little town hall meeting in the ole cafeteria ,,, taking place I see.


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Old 12-26-2016, 02:31 PM
Ambrose_Duck Ambrose_Duck is offline
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Default Hang the Trial Lawyers

No doubt the trial lawyers and the costs of litigation were involved.

50% of every ladder you buy is due to legal expenses.

I ought to know because I was one of the low bellies for 40 years.

My specialty was products liability.

Ruger has a superb legal team and defends every case.

Other manufacturers look at it as a cost of doing business issue.

PS - Whenever you "tort reform" think about it as getting another license to rob and pillage.

Last edited by Ambrose_Duck; 12-26-2016 at 02:32 PM.
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