S&W has Great customer service

rjgnwdc · #1 02-23-2011, 01:46 PM

I got some great news yesterday from S&W, I had posted on a thread about quality of the product about how I just got a NIB model 629-6 and the firing pin had broke twice in the first month that I had it, and I wrote a letter to S&W customer service about how I would like them to replace this 629 with a brand new one... well here's what happen yesterday a S&W representative sent me a letter telling me S&W was going to replace it and letting me know another rep would be calling me to make arrangements, sure enough a Don Vivenzio called me at my office explain why he called and got the name of the FFL dealer I wanted it sent to, he looked it up and recognized the dealer and said it would all be taken care of most likely by Friday and the next call I get would be from the FFL letting me know my gun has arrived. He thanked me for my business and apologized for the inconvenience and hung up. So in my book that's great customer service and they just got them a loyal customer for life.

Gorenut · #2 02-23-2011, 01:54 PM

I agree. My 627 PC came with a scratched aluminum case. S&W immediately sent me a plastic PC case (they no longer carry any more of the aluminum ones) in about a week's time. Fine by me since the plastic ones seem way more durable.

Another incident: I bought a used 627 before I sold it and got my new one, but the past user lost the keys for the IL. I called in to ask how much it'd cost to buy a replacement key and the rep just sent me a pair for free. Took only 3 days to arrive. I expected to pay money because when I needed to acquire a key for my USP 40, H&K told me it'd cost $8+S&H. After that, I had trouble even contacting em to make the purchase.

kennyb · #3 02-23-2011, 03:12 PM

thats why they have been around over 150 years....

smokinwoody · #4 02-23-2011, 05:11 PM

S&W has probably THE best customer service in the world...

I have a 627 model 1989 that I was having problems with the star extractor...it would spin...so I called S&W and they told me how to send the gun into them...about a week and a half later I get my gun back, I think it was FedXd if I remember correctly...been over 17 years ago...the gun came back with a new cylinder ( these are unfluted) and the heaviest duty extractor system I have ever seen..its beefy..it cost me..nothing

I also wanted to say that I bought this gun used..

gotta remember too that their guns are lifetime warranty...and they stand by it..

RetLawman590 · #5 02-23-2011, 05:52 PM

IMHO, S&W along with Springfield Armory give the best CS of any major gun manufacturer.

rjgnwdc · #6 03-15-2011, 09:58 PM

Well Smith & Wesson made good on there warranty I receive a brand new 629-6 replacement Thursday went to the range yesterday ran a box of 50 through it and I walked out of range with my S&W still working (the first 2 times it broke) so yeah I 'm a happy S&W owner for life here's a pic of the new one

and the first one they replaced

clang444 · #7 03-15-2011, 10:38 PM

+1 on S&W CS - always have been treated right by them. I bought a 627 V-Comp used some years ago and it was missing the barrel cap you can install to replace the compensator. Called S&W to order it and the gentleman said he just happened to have one suitting on his desk. Sent it to me gratis. Didn't even charge shipping.

They might not do everything perfect, but they want to do right by their customers.

duckloads · #8 03-16-2011, 12:19 PM

Nice to hear a good story.

OldW · #9 03-16-2011, 12:26 PM

Few years back, when I still had my M&P, I had an issue with the mag catch dropping the mag while firing it. That's a big problem for a pistol with the mag disconnect safety. They sent me a new part free of charge and it was in my mail box in two days. Not bad, considering I live on the opposite side of the country. From that experience, I would feel confident buying S&W products, knowing that they stand behind them.

CWH44300 · #10 03-16-2011, 06:34 PM

did any body say why the fp's were breaking on the first gun? cuzz I've got a bunch of -6's . But haven't had a problem yet

TDC · #11 03-16-2011, 07:16 PM

Another person happy with S&W's outstanding customer service and warranty.

Several months ago I had a lockup problem with an X frame. Called customer service. They sent a Fed Ex shipping label within a couple of days. They returned the gun to me repaired within two weeks, paying 2nd day Air both ways.

They made a couple of other minor adjustments on the gun and they were identified on the returned pistols repair order. It's shooting great now.

No one enjoys the hassles of a malfunctioning handgun, probably least of all S&W, certainly because of the costs involved to make the repair. S&W stands behind their products and does it honorably if the complaint is reasonable and justified.

I've been a customer for 40 years and I'll hopefully be for another 40..... Thanks S&W!!

LesterPTelestrat · #12 03-17-2011, 10:58 AM

From what I understand the lifetime warranty is only to the original owner. Has anyone who purchased used ever been able to use their warranty service?

Bullseye Smith · #13 03-17-2011, 11:46 AM

Quote:

Originally Posted by LesterPTelestrat

From what I understand the lifetime warranty is only to the original owner. Has anyone who purchased used ever been able to use their warranty service?

WRONG, its good for the person that has the gun at the time it breaks, you must be a Tarass man. Sorry - that is cutting deep.

Bullseye Smith · #14 03-17-2011, 11:49 AM

I have called them at lease 6 time in the last month and I have been happy every trip. I think most people that has problems can lay it to the way they talk to the people.

billdeserthills · #15 03-17-2011, 01:25 PM

Quote:

Originally Posted by CWH44300

did any body say why the fp's were breaking on the first gun? cuzz I've got a bunch of -6's . But haven't had a problem yet

It was all pre-arranged to get this posty on S&W Greatest Customer Service Ever. I would have preferred that S&W just construct the gun correctly, on their first try, but nobody else seems to mind, heh heh

TDC · #16 03-17-2011, 07:02 PM

Quote:

Originally Posted by billdeserthills

I was all pre-arranged to get this posty on S&W Greatest Customer Service Ever. I would have prefferred that S&W just construct the gun correctly, on their first try, but nobody else seems to mind

Hmmmm. I'm confused about this post. Billdeserthills, are you saying you were somehow involved with this thread in a "pre-arranged" manner"?

Wow... Nobody called or contacted me and I find it very hard to believe anyone else here has participated in a "pre-arranged manner".

Just be very grateful S&W makes as many models and configurations as they do and backs them when a problem arises.

Any mechanical thing can and will fail. Just remember Murphy's Law - "If it can break it will". S&W FP's are no exception and always have been as far back as I can remember...

I can count on one finger other companies who I know who will back their products as well as S&W...

billdeserthills · #17 03-17-2011, 11:10 PM

Quote:

Originally Posted by TDC

Hmmmm. I'm confused about this post. Billdeserthills, are you saying you were somehow involved with this thread in a "pre-arranged" manner"?

Wow... Nobody called or contacted me and I find it very hard to believe anyone else here has participated in a "pre-arranged manner".

Just be very grateful S&W makes as many models and configurations as they do and backs them when a problem arises.

Any mechanical thing can and will fail. Just remember Murphy's Law - "If it can break it will". S&W FP's are no exception and always have been as far back as I can remember...

I can count on one finger other companies who I know who will back their products as well as S&W...

Sorry Dude,
I made a bad speeling
Happy Now??

Bulldawg55 · #18 03-20-2011, 10:16 PM

Sorry! I find a major flaw in their customer service. They no longer provide 3" 357 K-frames!

hdfinder47 · #19 03-20-2011, 11:24 PM

I sent a used 642 back for a second (free) refinish due to frame discoloration after carrying gun daily for many years. Just got a brand new 642 from Smith CS Friday. I'm impressed.