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  #51  
Old 07-13-2018, 07:47 AM
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I don't understand why they had that response if true. I have a 22C with close to 60,000 rounds through it. I bought it back in April of 2014. It's been back to S & W for a roll pin walking out and a firing pin last year. It was probably at the 50,000 round mark at that point when I sent it back. They not only replaced the firing pin but it was on their dime for shipping both ways. So I'm surprised at the response.
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Old 07-13-2018, 07:57 AM
Ziggy2525 Ziggy2525 is offline
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Originally Posted by Jim1392 View Post
I don't understand why they had that response if true. I have a 22C with close to 60,000 rounds through it. I bought it back in April of 2014. It's been back to S & W for a roll pin walking out and a firing pin last year. It was probably at the 50,000 round mark at that point when I sent it back. They not only replaced the firing pin but it was on their dime for shipping both ways. So I'm surprised at the response.
I believe they took that position because the part that broke is either non-repairable or not cost effective to repair, so itís a complete pistol replacement.
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  #53  
Old 07-13-2018, 12:12 PM
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If I dropped it off a building or ran it over with a car, that would be abuse. If I shot it with some sort of super magnum reload, that would be abuse. All I did was shoot the pistol with std pressure ammo.
Ziggy2525 All I am saying is, we have to also consider S&W's position. Perhaps everything you stated is exactly as things happened. Probably is. But from S&W's perspective, it is all unverifiable hearsay. They've got no way to ensure that you didn't abuse it, or use excessively high-pressure handloads...and so on. That's where the length of time you owned the revolver becomes critical. I still say that if you only owned it 18 months, you be in a Hell of a lot better position to deal with them. After 4 years or more, SW's obligations (and likelihood of free repair and/or replacement) diminishes greatly. Like I said earlier, I learned this lesson recently and it is still fresh in my mind. I'm the type of guy who buys a new gun and let's it sit for months, even years without fully testing and breaking it in with at least a few hundred rounds. I got lucky when my firing pin cracked up and they sent me a free replacement part no questions asked. I think it is because I've only had the gun 2 years. Had I waited another two years, I doubt they'd have done anything free of charge.

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Old 07-13-2018, 02:43 PM
RGVshooter RGVshooter is online now
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Actually technically S&W offers a Limited warranty to the original owner for 1 year after purchase. After that then S&W's lifetime service policy begins. Eligibility for this Lifetime Service Policy requires returning the Product Registration Card within 30 days of purchase. The Lifetime Service Policy covers functional defects, it doesn't include the firearmís finish, grips, magazines or sights. All liability is excluded in the event that the instructions in the Smith & Wesson manual are not observed.
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  #55  
Old 07-13-2018, 02:43 PM
kbm6893 kbm6893 is offline
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Originally Posted by 500SNW View Post
Ziggy2525 All I am saying is, we have to also consider S&W's position. Perhaps everything you stated is exactly as things happened. Probably is. But from S&W's perspective, it is all unverifiable hearsay. They've got no way to ensure that you didn't abuse it, or use excessively high-pressure handloads...and so on. That's where the length of time you owned the revolver becomes critical. I still say that if you only owned it 18 months, you be in a Hell of a lot better position to deal with them. After 4 years or more, SW's obligations (and likelihood of free repair and/or replacement) diminishes greatly. Like I said earlier, I learned this lesson recently and it is still fresh in my mind. I'm the type of guy who buys a new gun and let's it sit for months, even years without fully testing and breaking it in with at least a few hundred rounds. I got lucky when my firing pin cracked up and they sent me a free replacement part no questions asked. I think it is because I've only had the gun 2 years. Had I waited another two years, I doubt they'd have done anything free of charge.

So the burden to prove he DIDN’T abuse it is on him? That’s nonsense. Their response is “we don’t know if you abused it, and there’s no evidence of it being abused, but since you can’t prove you didn’t abuse it, you’re out of luck”. That’s ****.

And the four years of ownership is irrelevant. It’s a lifetime service agreement. Not a 3 year service agreement and sorry, but you just missed the cut-off. They can show no evidence of neglect, and just say “normal wear and tear, so we’re not liable”. All of us here know 2000 rounds of range ammo and a few +P is very light use.

I gotta think going over the drone on the phone is gonna get better results. If it doesn’t, I’d make it my mission to badmouth the company and steer people away from the products offered. I’d definitely make a complaint with the better business bureau

And I’ve sent in quite a few used revolvers and pistols. Like 30 years old. Some made before 1989, even. I wasn’t even the original owner. They never asked and I never paid a dime. Something sure has changed at S&W if this is how they do things now.

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  #56  
Old 07-13-2018, 02:47 PM
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Just out of curiosity. But how did the hammer pin break?

I'm not saying this is the case, but I can see the pin breaking when attempting to swap out the rebound spring.
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  #57  
Old 07-13-2018, 03:25 PM
Ziggy2525 Ziggy2525 is offline
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Just out of curiosity. But how did the hammer pin break?

I'm not saying this is the case, but I can see the pin breaking when attempting to swap out the rebound spring.
Not sure how it broke other than shooting the pistol. I had it at the range and the action started acting odd. I thought it had gotten gummed up. I popped the side plate to clean it and the pin was broken.

What I think in odd is it's not the hammer pin they were complaining about. It was the yoke bolt/bolt hole elongation thing they found when they inspected the pistol that they said pushed it over the edge and made the pistol irreparable.
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  #58  
Old 07-13-2018, 03:35 PM
Ziggy2525 Ziggy2525 is offline
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Originally Posted by kbm6893 View Post
...
I gotta think going over the drone on the phone is gonna get better results. If it doesnít, Iíd make it my mission to badmouth the company and steer people away from the products offered. Iíd definitely make a complaint with the better business bureau
...
I'll try to escalate as far a possible, but if they won't replace it, I don't plan on bad mouthing S&W. It's probably just me, but I've never seen that get people very far.

If they won't make it right (in my mind anyway), I'll replace it with an LCR instead of another Airweight. If the LCR works out and people ask why I chose the LCR, I'll tell them. I see that as more the practical side of "fool me once..."
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  #59  
Old 07-13-2018, 04:38 PM
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I hope you just got a poorly trained CSR but this is shameful.
I have 2 guns into S/w for service a 9 mm shield and a bodyguard 38, shield cycled and had the guide rod come out 1.25 " , SW wanted to know if I had this problem before....Body guard stopped functioning totally only factory ammo Remington used . CSR offered to Send Parts! Really?
Ruger looking better every day , Sig 239 broke after 5000+ rounds got it back from sig in 10 day with a letter of apology S &W should wise up
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  #60  
Old 07-13-2018, 04:45 PM
500SNW 500SNW is offline
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Quote:
Originally Posted by RGVshooter View Post
Actually technically S&W offers a Limited warranty to the original owner for 1 year after purchase. After that then S&W's lifetime service policy begins. Eligibility for this Lifetime Service Policy requires returning the Product Registration Card within 30 days of purchase.
Hmmm. I never fill out those cards, and they helped me with my 627....which is beyond the Limited Warranty period as it is at least 1-1/2 to 2 years old.
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  #61  
Old 07-13-2018, 07:01 PM
kbm6893 kbm6893 is offline
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Originally Posted by Ziggy2525 View Post
I'll try to escalate as far a possible, but if they won't replace it, I don't plan on bad mouthing S&W. It's probably just me, but I've never seen that get people very far.

If they won't make it right (in my mind anyway), I'll replace it with an LCR instead of another Airweight. If the LCR works out and people ask why I chose the LCR, I'll tell them. I see that as more the practical side of "fool me once..."
You do what you think is right. For me, spending my hard earned money on a revolver that broke with a very light round count, from a company that touts their lifetime service agreement, and then being abandoned by that company through no fault of my own, would annoy me greatly. And I would do whatever I could, however little that may be, to pay that back.

Hope you get some satisfaction. Good luck.
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Old 07-13-2018, 08:00 PM
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I agree with this:
"Send a letter (certified mail), to the president, and make it signature on delivery. Tell them you are dissatisfied with the outcome and will never purchase another S&W product again. Might get a different result."

Letters sent to P. James Debney (CEO), Jeffrey D. Buchanan (CFO), Leland A. Nichols (COO), would likely light a fire under someone in a big way.

Worth a shot. If all is as you say you should not let this stand.

Good Luck!
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  #63  
Old 07-14-2018, 03:02 AM
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Hmmm. I never fill out those cards, and they helped me with my 627....which is beyond the Limited Warranty period as it is at least 1-1/2 to 2 years old.
Lifetime Service POLICY . . . not a WARRANTY. Having a policy leaves them a lot of room to decide what they "want" to do, it is up to their discretion. A policy doesn't have the teeth a warranty does. Look at a policy as a guideline, not hard and fast. I know, it sounds a little slippery, right.
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Old 07-16-2018, 02:40 PM
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To a new S&W buyer this is not good at all!
Totally agree. Hopefully their pro series is truly a better made product and maybe even has better support....but who knows.
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  #65  
Old 07-16-2018, 02:54 PM
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For me, spending my hard earned money on a revolver that broke with a very light round count, from a company that touts their lifetime service agreement, and then being abandoned by that company through no fault of my own, would annoy me greatly.

Light round count...Have you been dry firing this gun?
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  #66  
Old 07-16-2018, 11:00 PM
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Devices wear out some sooner some later.
But everything has a useful life.
Nothing lasts forever.
Read up on the Weibull Curve (distribution).
Get over, it, move on.
Buy a Charter, a Taurus, or a Ruger and wear it out.
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  #67  
Old 07-16-2018, 11:11 PM
Jotjackson Jotjackson is offline
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I have had the same experience with S&W. I have been a long time loyal fan. Companies in this day don't stand by their product. Sad but true.
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  #68  
Old Yesterday, 12:56 PM
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Just read that S&W's sales (profits) are way down, as the industry as a whole.
What the OP experienced may be the company tightening up and holding warranty work to "the letter of the law" or whatever their warranty equivalent is.
IMHO, SPENDING MONEY TO TIGHTEN UP QC ON PRODUCTS BEFORE THEY LEAVE THE FACTORY, WOULD BE MUCH MORE COST EFFICIENT THAN SENDING OUT SHODDY PRODUCTS........

THOSE GUNS, THAT SHOULD HAVE BEEN CULLED OUT AND MADE RIGHT, WILL BE RETURNED TO CORRECT THOSE SAME PROBLEMS, WITH S&W PAYING FOR SHIPPING BOTH WAYS. SOMETIMES GUNS HAVE TO BE RETURNED MORE THAN ONCE, TO GET THE PROBLEM FINALLY CORRECTED.

THIS DOES NOT INSPIRE CONFIDENCE IN THE BRAND, AND NEGATIVELY AFFECTS THEIR BOTTOM LINE......
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  #69  
Old Yesterday, 06:01 PM
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Just got my range beast back from the factory. It was under warranty. Took em 3 weeks to fix. It came back perfect. They paid for the shipping to and fro, no warranty card was filled.
I have nothing but good things to say about Smith and Wesson's customer service . They fixed my problem, THEY PAID FOR THE SHIPPING.
If they turned down any warranty or service, it is in my opinion something they had damn good reason to.
They have me as a customer and I have full confidence in them and I'm waiting for my rebate card that was put in the mail.
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