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S&W Revolvers: 1980 to the Present All NON-PINNED Barrels, the L-Frames, and the New Era Revolvers


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Old 11-02-2012, 06:29 PM
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Default Great Service From S&W Customer Service

I bought a very nice 6" S&W Model 586-no dash made in 1984 at the gun show 2 weeks ago. I was aware of the recall they had issued on these guns in the early 80's to replace the hammer nose and hammer nose bushing to prevent primer blowback when shooting heavy .357 Mag loads. I called Customer Service on Monday after the gun show and asked them if they were still repairing these guns. The CS agent asked for the serial number and said I would have a shipping label emailed to me within 24-48 hours. About 8 hours later the authorization arrived. I packed up the gun and had it picked up by Fedex at my home the next day, October 23rd. The gun arrived back from S&W today after 10 days, fully repaired with a new hammer nose and hammer nose bushing. That's for a gun that is 28 years old folks! How many companies are still servicing (for FREE, including shipping both ways) a product that is 28 years old and was sold by the company when it was under prior ownership? I owe S&W a BIG THANKS for service like that. No wonder I like their stuff.

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Old 11-02-2012, 06:41 PM
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S&W have very good customer service indeed!
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Old 11-02-2012, 06:44 PM
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right on S&W ! and good on you for taking the time to post positive feedback.
thats a nice piece, i like the older models
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Old 11-03-2012, 10:15 AM
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I am very glad to see this thread. You see alot of negative threads about customer service, but I know there are many, many, many more positive experiences with S&W Customer Service. The problem is not many relate these positive experiences to others. Remember, everybody tells you the bad stuff, few tell the good.
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Old 11-03-2012, 02:48 PM
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Good deal, makes you want to keep giving them your business! I appreciate their lifetime warranty to original purchaser too.
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Old 11-03-2012, 03:57 PM
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Even though, S&W doesnt always fix it right, the first or second time, they still have the best warranty in the business. Hands down!
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Old 11-03-2012, 04:06 PM
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Although I have not used S&W yet for repair, I have had the pleasure of calling to get info about a revolver I am considering. "Don" was extremely patient and helpful in answering all my questions and looked up the serial number and gave me expert advice. I must have asked him 15 questions, some off-topic, and he was courteous and knowledgeable. He said a relative of his worked at Ruger and was most respectful of that company in discussing some of their guns. Kudos to S&W and thanks to "Don" especially.

Last edited by Joewisc; 11-03-2012 at 04:32 PM.
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Old 05-21-2013, 01:05 PM
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S&W warranty seems timely. They received my 3913 4-23-2013, one month later I haven't even received a quote for re-finish work to be done. Called them an was told a minimum of 5 weeks for a quote and expect work to be completed in 12 weeks. So if you have 3 months good nuf. My sons birthday in July, hope it makes it.
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Old 05-21-2013, 01:30 PM
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That really is fantastic service and above and beyond what should reasonably be expected. For a gun that old, I'd think they'd be well within reason to do a free repair but ask you to pay for shipping. What they did was superb and glad you got it.

I've only used them once, sent in a fairly recently purchased PC Model 500 a couple years ago. I just wanted a cosmetic fix to the lettering on the barrel. They must have seen something as they replaced the barrel and cylinder. I was unaware of any issue with either part. Don
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Old 05-21-2013, 02:46 PM
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Here's my experience with S&W Customer Service. Several
years ago I bought a nice used S&W 681 .357 mag. L frame
revolver off Gunbroker. It hadn't been modified, so I called
and they sent me a shipping label. I sent the revolver to
them for the modification. A few days later I get a call from
some guy at S&W saying we had a problem with the gun.
Turns out whoever was doing serial numbers on the day
that gun was made wasn't paying attention and transposed
the last two numbers in the serial number located on the
frame butt and the crane area. The gun had those Pachmeyer
rubber grips on it, and everyone who had it used the crane
area serial number because they were too lazy to remove
the rubber grips to look. So, the guy tells me the gun is
illegal, and they had to confiscate it. They send me a some-
what new model 686 with a 6 inch barrel as compensation.
I sold the 686 and picked up a nice used Colt Python.
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Old 05-22-2013, 05:24 PM
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I think Smith and Wesson Customer Service is terrific. Fortunately I have only had to use them a few time over the years, all for incidental issues. They make a quality product and stand behind it. They will continue to get my business. My most recent experience involved a Wilson Combat Mag that came with my 1911...not a SW product. Called 'em, told them the issue (lip a little tight making loading a little more difficult than it should be), they said no problem, send it in and we'll replace it. This experience was recent, and with all the hysteria, they said 'please be patient with us,' as timelines were unpredictable. They were right, took about two plus months for delivery. I just happened to call for an update a day before it arrived (didn't want it to get lost due to the overwhelming demand/workload), and the rep told me they had 'over a million' magazines on back order....and said gun tally far exceeded that. Kudos to Smith and Wesson.
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