Smith & Wesson Forum

Go Back   Smith & Wesson Forum > Smith & Wesson Revolvers > S&W Revolvers: 1980 to the Present
o

Notices

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


Reply
 
Thread Tools Display Modes
  #51  
Old 07-13-2018, 07:47 AM
Jim1392's Avatar
Jim1392 Jim1392 is offline
US Veteran
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Feb 2014
Location: North Carolina
Posts: 1,148
Likes: 1,043
Liked 1,459 Times in 515 Posts
Default

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.
Reply With Quote
  #52  
Old 07-13-2018, 07:57 AM
Ziggy2525's Avatar
Ziggy2525 Ziggy2525 is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Jan 2016
Posts: 1,530
Likes: 624
Liked 3,247 Times in 1,007 Posts
Default

Quote:
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 it’s a complete pistol replacement.
__________________
Vegan by proxy.
Reply With Quote
The Following User Likes This Post:
  #53  
Old 07-13-2018, 12:12 PM
500SNW 500SNW is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Feb 2016
Location: Faubush, KY
Posts: 1,295
Likes: 2,523
Liked 1,824 Times in 742 Posts
Default

Quote:
Originally Posted by Ziggy2525 View Post
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.

Last edited by 500SNW; 07-13-2018 at 12:14 PM.
Reply With Quote
  #54  
Old 07-13-2018, 02:43 PM
RGVshooter RGVshooter is offline
Banned
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Jun 2016
Location: USA
Posts: 1,285
Likes: 1,112
Liked 1,609 Times in 660 Posts
Default

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 firearm’s finish, grips, magazines or sights. All liability is excluded in the event that the instructions in the Smith & Wesson manual are not observed.
Reply With Quote
  #55  
Old 07-13-2018, 02:43 PM
kbm6893 kbm6893 is offline
SWCA Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Apr 2007
Location: Pennsylvania
Posts: 6,625
Likes: 636
Liked 6,861 Times in 2,541 Posts
Default

Quote:
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.

Last edited by kbm6893; 07-13-2018 at 02:51 PM.
Reply With Quote
The Following User Likes This Post:
  #56  
Old 07-13-2018, 02:47 PM
RGVshooter RGVshooter is offline
Banned
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Jun 2016
Location: USA
Posts: 1,285
Likes: 1,112
Liked 1,609 Times in 660 Posts
Default

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.
Reply With Quote
  #57  
Old 07-13-2018, 03:25 PM
Ziggy2525's Avatar
Ziggy2525 Ziggy2525 is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Jan 2016
Posts: 1,530
Likes: 624
Liked 3,247 Times in 1,007 Posts
Default

Quote:
Originally Posted by RGVshooter View Post
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.
__________________
Vegan by proxy.

Last edited by Ziggy2525; 07-13-2018 at 03:37 PM.
Reply With Quote
  #58  
Old 07-13-2018, 03:35 PM
Ziggy2525's Avatar
Ziggy2525 Ziggy2525 is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Jan 2016
Posts: 1,530
Likes: 624
Liked 3,247 Times in 1,007 Posts
Default

Quote:
Originally Posted by kbm6893 View Post
...
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
...
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..."
__________________
Vegan by proxy.
Reply With Quote
The Following 2 Users Like Post:
  #59  
Old 07-13-2018, 04:38 PM
RSKELLY RSKELLY is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Jan 2015
Posts: 13
Likes: 1
Liked 5 Times in 5 Posts
Default

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
Reply With Quote
The Following User Likes This Post:
  #60  
Old 07-13-2018, 04:45 PM
500SNW 500SNW is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Feb 2016
Location: Faubush, KY
Posts: 1,295
Likes: 2,523
Liked 1,824 Times in 742 Posts
Default

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.
Reply With Quote
  #61  
Old 07-13-2018, 07:01 PM
kbm6893 kbm6893 is offline
SWCA Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Apr 2007
Location: Pennsylvania
Posts: 6,625
Likes: 636
Liked 6,861 Times in 2,541 Posts
Default

Quote:
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.
Reply With Quote
  #62  
Old 07-13-2018, 08:00 PM
Thin Man Thin Man is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Jul 2010
Location: Southeastern South Dakota
Posts: 167
Likes: 1,251
Liked 273 Times in 112 Posts
Default

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!
Reply With Quote
  #63  
Old 07-14-2018, 03:02 AM
Denver Dick's Avatar
Denver Dick Denver Dick is offline
US Veteran
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Jan 2007
Location: Ventura County, CA
Posts: 1,264
Likes: 197
Liked 797 Times in 282 Posts
Default

Quote:
Originally Posted by 500SNW View Post
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.
__________________
1st Signal Brigade, RVN '70

Last edited by Denver Dick; 07-14-2018 at 03:03 AM.
Reply With Quote
The Following User Likes This Post:
  #64  
Old 07-16-2018, 02:40 PM
Timeless's Avatar
Timeless Timeless is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Jul 2018
Location: South Carolina
Posts: 5
Likes: 35
Liked 1 Time in 1 Post
Default

Quote:
Originally Posted by fortyshooter View Post
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.
Reply With Quote
  #65  
Old 07-16-2018, 02:54 PM
RoyM52 RoyM52 is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Oct 2013
Location: Wis
Posts: 439
Likes: 1,049
Liked 577 Times in 238 Posts
Default

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?
Reply With Quote
  #66  
Old 07-16-2018, 11:00 PM
TAROMAN's Avatar
TAROMAN TAROMAN is offline
US Veteran
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Jan 2010
Location: The wet side of Oregon
Posts: 6,290
Likes: 8,789
Liked 7,778 Times in 2,375 Posts
Default

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.
__________________
-jwk-
US Army '72-'95

Last edited by TAROMAN; 07-16-2018 at 11:02 PM.
Reply With Quote
The Following User Likes This Post:
  #67  
Old 07-16-2018, 11:11 PM
Jotjackson Jotjackson is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Mar 2012
Location: Oxford, Al
Posts: 44
Likes: 57
Liked 12 Times in 7 Posts
Default

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.
Reply With Quote
  #68  
Old 07-17-2018, 12:56 PM
one eye joe's Avatar
one eye joe one eye joe is offline
US Veteran
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Dec 2008
Location: New England
Posts: 4,190
Likes: 3,543
Liked 3,996 Times in 1,627 Posts
Default

Quote:
Originally Posted by TAROMAN View Post
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......
__________________
'Nam 1968-69.DAV,VFW,NRA Inst.

Last edited by one eye joe; 07-17-2018 at 12:59 PM.
Reply With Quote
  #69  
Old 07-17-2018, 06:01 PM
Lou_the_welder's Avatar
Lou_the_welder Lou_the_welder is offline
Member
S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant) S&W service policy issue (and a bit of a rant)  
Join Date: Aug 2015
Location: Los Angeles,California
Posts: 1,885
Likes: 3,791
Liked 4,094 Times in 1,212 Posts
Default

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.
Buy American. Keep jobs in America (USA). Period.

Sent from my SM-N950U using Tapatalk
Reply With Quote
The Following User Likes This Post:
Reply

Thread Tools
Display Modes

Posting Rules
Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
Customer Service Rant Jboutfishn Smith & Wesson M&P Pistols 17 09-13-2014 08:59 PM
S&W Customer Service Rant! mg357 The Lounge 4 01-16-2014 04:31 PM
Lifetime Service Policy nitewatchman Smith & Wesson M&P15 Rifles 2 07-12-2013 12:06 PM
Lifetime Service Policy firewire01 Smith & Wesson Semi-Auto Pistols 2 09-22-2011 02:59 PM
Customer Service Rant Foodfuzz The Lounge 7 09-06-2009 09:43 AM

Powered by vBadvanced CMPS v3.2.3
smith-wessonforum.com tested by Norton Internet Security smith-wessonforum.com tested by McAfee Internet Security

All times are GMT -4. The time now is 08:28 PM.


Smith-WessonForum.com is not affiliated with Smith & Wesson Holding Corporation (NASDAQ Global Select: SWHC)