I just picked up my 686+ PC and got stuck with a lemon ... sigh ...

Does anyone know what the current turnaround time is on warranty repairs? I'm calling them for authorization today, but experience has taught me that whatever estimate a gun manufacturer's CS gives me is generally pretty inaccurate.

Appreciate any help. Thanks!

I contacted customer service and was told 2-3 weeks. I really hope this is wrong, as this leaves me with one freaking operating firearm for CCW, HD and range use ...

I just sent my 686 in because of a canted barrel. They were done in 2-3 weeks. While it was there I had the master revolver action package done in the PC. That was another 7-8 weeks.

My 640 Pro with a canted barrel sent in two months ago took three weeks door to door...

It is almost straight this time!

Edmo

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TRUTH: Don't delete my posts!

Mine is also almost straight, but way better than it was before.

My non-warranty trigger pin replacement took about three months.

I sent in a revolver with extraction issues in 3/27/15.
Got it back 4/17/15.
All better.
I am happy.
Their shipping deal is almost unique and very cool.
Hope yours works out as well.

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Nemo

Thanks, guys!

Oh well, I'll just have to wait. I have to wonder where QC was on this one, though; between the sight and the rough extractor flanges and ratchet, I must have gotten the blind PC gunsmith with the dead nerve endings in his hands and fingers ...

Six weeks yesterday and still counting. Not happy.

"I contacted customer service and was told 2-3 weeks. I really hope this is wrong"

In the world of GOOD gunsmithing, 2-3 weeks could be considered practically instantaneous.
Think about how many revolvers and pistols S&W might be working on at any given time.
Then think about the quality of repair you desire.
To paraphrase the old saying: "You get what you wait for"
I have waited a good part of a year for custom barrel work.
The work was excellent BTW.

I think the S&W quality/response time is damn good.

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Nemo

Just about 3 weeks for my 627, that was Februrary.

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Be obscure, clearly.

3 weeks on my M&P 22 that I just got back today.

OMG, I'd be fuming! Is it a discontinued model, or did your gun slip through the cracks? Man, I'm sorry, that really sucks.

If I were sending a gun in for custom work, I'd agree with you. Since I got a brand new $1,000 revolver with substandard workmanship and obviously defective parts which never should have been accepted by S&W from their supplier, let alone been put into my gun by the PC and passed through QC, I do not agree. New guns defective out of the box should be expedited over old guns, IMO. People paying prime $ for a new PC revolver shouldn't have to get in line behind a customer who's decade old gun went on the fritz after thousands of rounds. IMO, of course.

I sent my Pro Series 642 back at the end of March. It was supposed to have a cylinder machined for moon clips, but it had a standard cylinder. I haven't heard a thing yet. I think I'll give them a call on Monday.

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I have two trigger fingers

Just sent my brand new 627-5 PC back for timing issue (failure to carry up). I just got it back a few days ago, it took 10 days door to door. They replaced the hand and cylinder stop. I'm impressed at the speed of the service and the revolver is perfect now but a slight dissapointment at the lack of initial QC.

I know of no company in the United States that still has a QC Department. So why is it so many think Smith&Wesson has one?

Warranty work or otherwise?

Any word yet?

Apparently they're waiting on parts, but that sounded like a guess.

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I have two trigger fingers

Well, I have only had to use their warranty three times. Two other guns I sent in were not in warranty. The three covered guns were back to me in 10 days or less. Two were back in 7 days. The two out of warranty guns were gone for up to two months. I also had to get parts for in and out of warranty guns. In warranty parts arrived in less than two weeks. Out of warranty parts arrived in less than four weeks.

Good luck.

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Thugs that comply don’t die!

Thanks! Twelve days and counting ...

I called and they said it was just finished and is shipping today. If it does, I'll get it Tuesday ... 18 days. Refinished it, replaced the barrel and the extractor. I sure hope it comes back 100%. I've owned it 15 days, and had it in my possession all of one day.

I just sent my 686+ in for a barrel re-alignment and front/rear site repairs. Took 2 weeks including shipping there and back. It wasn't bad at all.

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Matt H.

If I get it back next week looking new and functioning properly I'll be happy.

It's been 2.5 months on my 642 pro series that should've been cut for moon clips but wasn't. I called this morning and someone is going to call me back by tomorrow after going out to the shop to check it out. I'll keep you posted.

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I have two trigger fingers

Just sent my 686 in had it almost 12 hrs. sent for canted barrel. I hope 3 weeks is the longest but I also want the barrel at 12 O'clock so if it is not rushed I will be happy to get it back perfect. A company really should not need that much QC, the employee's are looked at as the QC when they are doing their job. I would not want to be the employee that has set all these barrels canted. Costing S&W money.
Keeping fingers crossed.

Any luck? That just ain't right.

Did you get yours back with the timing expected when you previously posted on 5/29? How is it?

No word yet. They didn't call back. I'll call them Monday.

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I have two trigger fingers

We're all customers of S&W. No customer deserves "special attention" over any others. Take a number and get in line....

I see somebody has never brought a new gun home and found out it doesn't go boom when you pull the trigger ...

I have to agree. Failure due to wear and tear vs. inoperable straight out of the box can't be compared. There's a reason car companies put a lot of effort into having excellent "initial quality" scores.

Update: I spoke to Mike at S&W today. It seems as though my revolver's serial number shares a serial number with an M&P15. Because of the shared sn my repair order was in limbo. At least that is what Mike suspected. He referred my to Roz and I'm waiting to hear back from Roz, but at least I now have her direct extension! I'll keep you all posted!

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I have two trigger fingers

New 317 had a bubble in the fiber optic sight that broke after the first range trip.
They have had it 14 business days so far.
I know that's not long, but on a couple of occasions they have returned my gun 9 days after I shipped it.

I guess I'm spoiled.

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<><

This just gets nuttier and nuttier. I hope you finally get your gun back, fixed properly. Hell, at this point, I can't for the life of me see why they don't pull a new one out of inventory, inspect it well to ensure it's perfect, and send it to you. They should eat their screw up gun. Wouldn't they have to, anyway, considering it's a duplicate serial number???

Different models can have the same serial number . . . I think under Smith's "new" system it's more rare, but it happens.

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Wisdom comes thru fear . . .

I spoke to Roz today. She is hunting down an answer.

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I have two trigger fingers

Roz called back, and the necessary parts are out of stock. Also, the 642 pro series is out of stock. She wants me to wait 3-4 weeks for the part or an alternative option. I appreciate her follow through.

Initially I was planning on being patient and letting it work itself out, but who knows how long it would've sat had I not called to inquire. Now I'm thinking I should continue to be a squeaky wheel. Any thoughts?

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I have two trigger fingers

If I was buying a new revolver today (and probably even a used one), I'd buy a Ruger. I have several S&W revolvers and they are quality guns, but Rugers CS is outstanding and quick. They've replaced unfixable out of production guns with new ones, free of charge. My buddy sent in his late father's Six revolver that had probably 20,000 rounds of 357 through it over the 25 years his dad owned the gun. They brought it back to factory new shape and even reblued it for free. Took less than 3 weeks.

Squeak away, I know I would not let them forget I was there waiting.

It sounds like you are a person that would be respectful when you work with them, so absolutely. Knowing that you will check back and keep them to task will make them follow-thru.
Also, I think they do more for folks in the case where you are a good customer and are more likely to 'give you what you want' when it comes to options.

How much worse is anyone's life going to be if they have to wait an extra week?

FWIW I buy most of my stuff new and I wouldn't expect them to prioritize me over something less than new. They are responding to a customer as they respect they had choices as did we when we bought the firearm.

Where do you draw that line for used and cruddy? What if it broke at 100 rounds 6 months out? Middle point of the line? Do you start asking for proof of round count cause the guy with 20 rounds wants to be in front of the guy with 100 rounds?

So lets take this to the next logical step.

Cost priortization. So folks that spent $1500+ on PC specials should come before those cheap *******s who only went for the run of the mill $700 to $1000 guns. Sounds fair doesn't it?

How bout another scenario. To really separate the men from the boys. You pay to get to the head of the line. They could give a cost per turn around time.

If anyone has had to arrange workflows or run a business, they know that is both inefficient and discourages service work.

.02

I just sent my 329 in today. Its new. Will report back feedback and turnaround

Good Lord, I've lost track of how long you've been waiting already ... I'd ask for the alternative option -- a refund. Enough is enough. If you choose to keep it, by all means, keep calling them, but they've told you how many times they'd follow up on it for you and nada happened until you started calling again?

You've got a boatload of patience.

I have been through this with brand new guns with Sig, Ruger, Dan Wesson and now S&W all in the last 18 months. Customers shouldn't have to act as their unwilling QC department. My own .02 is that if you buy a brand new lemon, you should get what you paid for -- a brand new, operational firearm, not a factory refurb they make you wait weeks for. But that's just me, I guess ...

Just sent my 686 and 624 to the factory for recall and was told two to four weeks!

I hear ya. And I would agree in cases where its not serviceable. But if its just replacing with new parts, then its reasonable to repair. I mean, its not like human hands did not touch it in the first build (some dude put together a bunch of parts the first time around), so end result is the same unless its beyond repair due to a serialized part that took a @#$(.

Something to keep in mind for anyone thinking their guns is new and unfired when they buy it.....they are all test fired @ the factory after assembly. So there is no such thing as a new gun technically, we get them used. They just have never been registered.

if they identify an issue at that test fire, they repair it. So its a technicality.

Dont get me wrong, I dont make any excuses for bad QC. That definitely appears to be lacking. I agree S&W appears to be dropping the ball of late on that topic. Sad...yes, but if they are willing to own up and take care of issues, we have to give them the chance.

Hell with Colt filing bankruptcy, you have to support these guys doing what is in everyone's best interest even if it means being inconvenienced a bit.

I received the email that the 642 pro series is inbound and should arrive at my door tomorrow! I'll keep you all posted...hopefully the cylinder is cut for moon clips this time...

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I have two trigger fingers

I sent in a new model 67. Dropped it at Fedex 7/7/15. Got it back today, 7/22/15. It would only zero with the sight adjusted all the way to the right. They replaced the locking bolt and "adjusted barrel alignment". I think four rounds were fired, judging by the smudged chambers. The sight is centered and I'm headed to the range tomorrow to try it out. They shipped the gun on 7/20/15 and sent an email informing me that it had shipped on 7/21/15.