I just received my brand new 460XVR revolver, the 2017 Performance Center heavy barrel model. I haven't shot it, was going over the gun closely before taking it out, doing function check etc. Lock up, trigger pull - while heavy is smooth-, no canted barrel, everything was looking good. Then I noticed the hammer had drag marks on the right side where it was contacting the frame. That got me looking closer at the hammer. I then noticed that only the left side of the hammer was contacting the firing pin, leading to a half circle mark on the hammer rather than the full circle imprint you would expect. This gun has that bead blast finish and shows wear pretty easily. So the hammer is not aligned and not falling squarely on to the firing pin. Wasn't sure if this was normal or "within spec", so I checked my other SW revolvers, none show this wear pattern. I thought maybe it just needs to be broken in? But looking at the wear and drag marks it appears it would not self correct over time. I would expect some drag marks like I expect a cylinder turn line, but it should be evenly distributed, not canted to one side right? I called SW customer service, they said it is not normal and not within spec, so I have to send it in. Kind of upsetting on a brand new PC revolver that supposedly was "precision tuned" before leaving the factory. I am supposed to include a note when I send it in. My question is should I demand a new revolver? I don't think a shim job is an adequate repair on a brand new gun. I am not sure if they can re-align the hammer or if it is just bent or what.

Anyone? I see a prior thread with this issue but it did not say the end result on what was done to resolve the problem by SW.Thanks,

I would trust S&W to be able to correct the problem to your satisfaction.

__________________
JAREDSHS
LEO(retired)

adding pix

I suppose I will have to, just looking to see if my expectations of a new revolver are well founded. I have heard good and bad about SW customer service. I own 4 of their revolvers, but this is the first time I have had an issue.

Well, this is disappointing. Smith and wesson took 2 months to send me back a Mr. potato head refurb with more issues than the gun I sent in to them. This replacement has worse hammer drag than the first one, along with etching lines on the top strap from flame cutting and also from where the rear of the cylinder is contacting the top strap. Tookme 4 calls and another week to reach anybody, and final got some guy named Miguel. He said they will send me a mother return label. He would not sneer any questions on why this *** was sent out to a customer. He wouldn't say what the issue was with the first gun, just that they replaced the frame. I told him at this point I want a brand new gun, which is what I paid for. I told him I want someone to go pull one that is ready to ship to a retailer, take it out of the box, take 10 minutes to actually look at it and do a quality check on it, and then send it to me. He said "I can't guarantee we will send you a new gun." I said well I am not going to accept a band aid repair or a parts gun. I paid for a brand new gun, and that's what I expect, especially when I fork out top dollar for a PC gun. Maybe I am just unlucky, but this has been a terrible customer service experience. Took forever to get me back a gun n worse shape, they wouldn't return calls- twice they took my info to have a "manager" call me, though one never did. They can't answer what is wrong with the gun that they replaced a frame on?? I have also had to pay 2 and now will be 3 transfer fees. Very disappointed.

S&W sent you a used "refurb" gun to replace your new gun do to a warranty issue? Could be wrong, but I never heard of that....

Larry

Neither had I, although this was my first experience with customer service in 10 years of buying their products. I asked them if they were going to take two months to replace a gun, why just replace the frame? Sending a new one would have taken a lot less time and effort. It would have to be registered either way. It was like they didn't want to acknowledge they sold a defective product, yet they agreed to replace it. No one ever verbally would tell me what was wrong with it, and the paperwork they supplied was completely blank. All I got was a hand written "order" that said "new frame". I even pointed out to them that this new 460XVR model is brand new for 2017. It literally just came onto the market. It's not like I went out and shot it for 5 years and then asked for a new gun.

How did this turn out, JVD?