Don't know where else to post this.

Quick turnaround!

Had a new gun, small defect. I could of screwed it up fixing it myself, or....

Called S&W Customer Service, they sent out a pre-paid FED-EX shipping label, priority overnight.

Finally took gun to Fed-Ex counter on Monday 10/11.

Today gun was returned in excellent condition. Friday 10/15.

Like I said, it was a minor repair, but you can't beat THAT turn-around time. Thanks S&W!

S&W customer service is far from A+++ all the time. I owned a Mod 625 JM with special JM wood grips. Since the grips didn't exactly fit me, I took them off till I decided to sell the revolver. The grip screw was lost by then. I called S&W, explained that the grips on this model were different than most 625s and required a different screw. They said they would send me one - no charge. Waited several weeks with no replacement screw arriving.

Called S&W again. Went into great detail on grips and screw. Even told them I believed the grips were manufactured by Hogue (which S&W customer service denied). They put me on hold to research and came back on to say they'd send a screw. A week later I got a "wrong type" grip screw in the mail.

Finally decided to give Hogue a try. Their customer service person said that, "Yes, we do make the JM grips for S&W." They couldn't be sure of the exact length of the screw on my model, so they sent a plastic bag with two of all the screw lengths they provide to S&W - no charge. Hogue sure cemented my loyalty to them. Not so impressed with S&W service.

I agree about S/W customer service as being good but:

(uh-oh...) But that is 1 of the few things setting them in the lead these days.
Customer service has to be good because their product Q.A. has been on a steady decline. This is based on my experience with new weapons I personally purchased. Cases in point

Ex:1
M620 sent to P/C for custom work. less than 1 box of rds later:


They gave me a slight upgrade replacement 686+4inch free of charge

Ex:2
received the 686+ from S/W. took it to the range and it wouldnt group for ****. Checked the pistol out and the rear adjustable sight leaf was loose. Tolerances were garbage. Called S/W and after negotiations they sent me a new rear sight. Fixed the problem and now its a great shooter but!!!

Ex:3
M60-10 sent to P/C for custom work. All performed. dry firing my newly rebuilt pistol at they house and Snap...Locked up...disassembled pistol when this fell out.



They quickly sent me a "free of charge replacement" would have been a $26 piece. So yeah, based on my experiences S/W Q.A. has turned to ****. Only thing saving them is there history and a good customer service. I'm sure I could start a new thread
"Post your problems with pics on S/W Q.A. issues.
Love or defend S/W, you must admit, quality in workmanship and over all Q.A. has become dismal.

Although this issue was important to you, it certainly falls into the tiny category in the big picture. I don't think it is uncommon for a busy customer service organization to muff up issues like yours. Seems that important things are usually handled swiftly and competently, I know mine was.

I called S&W about my PC Model 500 Mag which had the "PERFORMANCE CENTER" marking on the barrel partially shiny and partially dark as it should have been. They sent me a free shipping label.

I knew of nothing else wrong with it. It came back promptly and they had replaced the barrel and the cylinder along with fixing the markings. Can't beat that. Don

Mistakes get made, they would not be doing themselves any favors leaving customers high and dry with guns they are not happy with, especially even when "basic" service revolvers like 64-8's run $550-600.