Back in mid February I posted photos on this forum of a 34-1 with a firing pin bushing that was recessed back into the frame causing the rear of the fired brass to bulge and lock up the cylinder.

I called S&W and spoke with a nice lady. Even though the gun was not under warranty, she was kind enough to send me a return-shipping label and off the gun went. S&W received the gun on February 21. By March 11, I had not heard back from S&W so I called them. The nice lady told me that the repair department was a little backed-up but I should hear something in the next day or two as to what repairs were needed and the cost to do the work.

They’ve had the gun for a month now and still no response.

They were great to deal when I sent my 15-22 to them. Didn't even ask where I bought it, how old it was or anything. Just fixed it and sent it back in a timely manner. I was impressed.

When I sent my 17 no dash in for a tune-up, they had it for 2-3 weeks. I got the impression that there were only a few people making repairs on revolvers. I was very pleased with them.

I sent in a 649 it was received by S&W on Feb 15 I called yesterday as I had not heard anything they had a estimate for repairs gave them my CC # and now it will be a couple more weeks until I receive the gun. Seems to be a long slow process.

Smith customer service is vastly superior to Taurus and even Ruger in my experience. I had an extractor fitted to one old abused revolver and a 44 rebarrel done at S&W and the work was done nicely.

There is an nice older gentleman that lives near me. He is a well known revolver smith, specializing in Smith & Wesson revolvers. From time to time when the custom shop has a problem- they send it to the master for help.

He mentioned in casual conversation there were only three people working the S&W custom shop. So I would assume the warranty department is equally staffed and backlogged.

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The American dream is alive

I recently sent in a 500 for a lock up problem. They were very cordial and immediately sent a Fed Ex shipping label.

It was over the Christmas holidays and I expected the repair to take at least a month including shipping both ways. The gun was back in my possession within two weeks!

They not only fixed the problem but also thoroughly checked out the rest of the gun. Of their own volition they found a couple of minor issues with the sights that were corrected or replaced. The repairs were all identified on the return invoice.

My experience as a shooter and collector of S&W handguns is their customer service and warranty is outstanding. I wish warranties on other products was half as good.....

JMHO

I sent my model 60 in back in November of 2010 IIRC, and they had it for eight weeks. The gun was out of time and needed a new hand.

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Ban lunatics and criminals

I've sent two new revolvers back for warranty work in the past couple of years. Both were sent back shipping paid by S&W, and I got them back in 3 or 4 weeks. I read somewhere else on the forum that their service people are very busy, for whatever reason, so it may take them a little longer now. I can say both were fixed very well, and I was very happy with their service.

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Tom
"Panem et Circenses"

Like others I've had my Smith's in for repair and returned in 2-3 weeks. Some have had issues and longer wait times. Unfortunately, you seem to be part of that group. If it will make you feel better, I can tell you I sent a PC auto to them for repair and it was shipped back to me with the problem unresolved. I had to send it back a second time. Guns are mechanical devices, repaired by humans. happens!

Only used them. It took about four weeks to get back a .460. Other than the time it took it was completely hassle free.

It's ashame, but too many "humans" only care about their paycheck, and not about the quality of their work.........