I recently purchased a smith 67-5. when I received I noticed the cylinder
release tab was very loose. I fired the gun about 30 rounds, and noticed
the tab was marking the frame when opening the cylinder. The marking
was very minor, however the cylinder tab bothered me. Called Smith customer service, a return label was sent to me. Sent gun off June 27,
returned today July 18. It is perfect! They even buffed the marking out.
They changed some parts, it is tight and smooth.
Big thumbs up to Smith customer service.

Good to hear that. I wish more people would tell about their positive experiences with S&W customer service. I bet most experiences are positive, but we usually only hear about the negative ones.

I've had many positive experiences with CS..

One in particular stands out. I sent my 629 Stealth Hunter in, it's an early version 1 of 262 made. The cylinder is non fluted and suffered from powder blast of the black coating used and looked pretty bad. I was looking for a redo, and also check the action.

I kept in touch once the gun arrived, and was told it was 2 months out for the estimate.

At one point, at about 2 months. I called and the gun had left the service area, but couldn't be located at the PC shop.

I next got an email (spoke with them on Fri it was now Monday) notifying me the gun had shipped from S & W..

The gun showed up that afternoon And it had a new cylinder installed and at No Charge..

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That's super good turnaround given a holiday in the middle of it all.

That's about the same turnaround I got can't complain.

I was fortunate to get my 29-10 back quickly from them last year. They make their products right if you have issues with them. I just wish so many revolvers didn't leave the factory with defects. It can get aggravating.

Wow that was a quick turnaround! Their email today told me 6 wks. They have a 2 wk. shutdown starting this Friday so who knows?
I do want my 69 back ASAP after paying the $$Bucks for it...they ain't cheap!

S&W received revolver on July 10th and mailed (Fedx) back on the 17th.
All is well? Have not received package yet but the turnaround time is awesome!
It was sent in for the cylinder scraping against the forcing cone when opening and closing the cylinder. It should have been an easy fix and I’m confident it was repaired properly.

The problem was caused by poor guality control at the factory. The gun should never have left with this issue, but that is another thread.

Qudos to customer service!!

New member here. I also agree S&W customer service is top notch. Unfortunately, I’ve had to use it twice in the last year on brand new revolvers. First on a Model 60 Pro — the wood grips came loose the first time I shot it and I couldn’t tighten the screw. It was stripped. They also noted a canted barrel and fixed that as well. Came back in about 4 weeks.

Second one is a 327 TRR8. The third time I shot it, the extractor rod flew off when I opened the cylinder! It didn’t just come loose, it had actually worked itself completely off the threads. I was lucky it and the spring landed on the shooting table and didn’t fly onto the range. Don’t know if it wasn’t screwed in properly (it didn’t seem loose when I checked it when buying) or the threads were stripped, or the yoke or cylinder cracked, but I didn’t bother to try to fix myself and sent it back, along with a note to check the yoke and cylinder. I mailed it off Monday, so we’ll see when it gets back.

I’m sure it will arrive better than I when I purchased it, but as others have said, it is irksome that 2 of the 3 Smith revolvers I bought in the last year had to go back for warranty repairs within a week of purchase. Only one good out of the box was a 686+, but my fingers are crossed on it. I was looking to buy a 1911 and considered the S&W version, but after the TRR8 fiasco, I decided on a SIG.

It would be nice if almost everything left the factory in perfect order, but that is no longer cost effective, because we will no longer pay for that. Glad that your CS experience was good.

These items are mass produced, so every once in a while there's an issue. Good news is that S&W provides life time warranty and I have nothing but praises to say about CS. Just received my 460 PC back; turn around was couple weeks. Yes, it would be great that product would be perfect but I'm afraid it would cost twice or thrice the price.

Reply #9. I received my pistol today and they replaced the bolt. The front of the cylinder was reblued on the front where it was scraping on the forcing cone.

Good job S&W Customer Service !!!

First call to CS about my new M460 Carry failure: never use 200gr FTX.

Second call: 200gr FTX is the recommended ammo and an apology for what I was told during the first call.

Third call will be in early August after their vacation.

I once told the head of the warranty department of a major electronics company, with regards to a marine Nav/Comm problem, that the third option the captain has is to paint
“XYX Electronics works like a vacuum cleaner.. they S ** K !!
on his Indy car next week at the Speedway.
When we all stopped laughing I had a blank check to make it right while they solved the hard/software issues.... still took them three months to admit to the problem.
Story ended well for all.

Not to pick on Smith--they did me right.

But the new OTDIG (Out The Door It Goes) mfg. means if it's even close to right it gets shipped and let the customer/warranty/repair center deal with the lemons.

Seems like all manufacturers of anything do it now.

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On the whistle draw and fire 6

Got my return label 3-1-2018, they received it 3-7-2018.
They gave me an estimate dated 5/25/2018 in June to repair my 586.
I agreed to the repair and gave them my credit card number.
Still waiting.
Looking back, I should have sold my 586 for $350, and just bought a new one.
I've talked to the service person several times in June about the repair and cost, but never called to complain about the long wait. The lady is always nice to talk to. Nice to hear they are going on vacation.

My 586 was an oddball model that was 7 shot, and was sold thru Dicks Sporting Goods. Its getting a new barrel and converted to 6 shot. Not sure why its taking so long.

I can add my experiences. Actually purchased two new Smiths. a 640 Pro and a 66-8.
640 Pro had a dead front sight and what I would consider an excessive B/C gap. I stopped trying feeler gauges at .014". Also while checking B/C gap (because I was sliding in sone fairly thick gauges, I was looking down barrel to make sure feeler was actually getting all the way in) , it seemed that the cylinder to barrel alignment was a hair off. I swear I could see just the edge of the cylinder throat.

The 66-8 just wan't shooting as accurate as I would expect, based on my abilities with other Smith revolvers and noticed the muzzle had some nasty burrs.

So, I called S&W. Got a very nice chap who got me a return for the 640 Pro.

Was just going to request a label for the 640 Pro (as I had seen other people talk about having the burrs on the 66-8 and how it still shot dead on. Was not going to dismiss the possibility that I had a bad range day with respect to not getting the expected accuracy). But while I had him on the phone, thought I might as well mention it. immediately set me up with a second return label.

Sent them off on 6/26 and got them back 7/17, which I guess is exactly the same number of days as the OP.

Replaced the barrel and 'repaired' yoke on the 640 Pro. Expected them to send back the 66-8 with a note saying 'shoots fine' but they nicely de-burred and cleaned up the muzzle.

Both of them shoot beautifully now. Can't compare the 640 Pro to how it shot before, because I wasn't going to shoot it with a B/C gap that was over .014" when I suspected that the cylinder was slightly out of alignment.

The 66-8, much more accurate. Was it them de-burring and nicely finishing off the muzzle crown, or was it me just being back on my game and shooting better? Who knows, but they certainly took care of business with zero pushback.

Never had to deal with S&W customer service before, but they certainly were great to deal with.

It's nice when you hang up the phone after calling a customer service line (whatever the company) and you feel like you are going to be taken care of . It's even nicer when they follow through

Sent in a model 13 for sear set. I sent her in 3 rd week of April. Paid for it 3 weeks ago and they told me 2nd or 3 rd week in August. I am confident it will work right but 4 months give or take is too long. It makes you wonder if it was damaged there and they have to fix that too

I have to agree with the good reviews. I have 7 S&W handguns and only 2 have been back to S&W. Each time I was irritated at first, but then I got them bak in less than 2 weeks door-to-door. Both were perfect when they came home to me, and still are.

No complaints here especially given my experiences with Taurus mistake purchase. To be fair, Ruger was the same as S&W in handling one problem with one of their P-92, 3 or 4 early models (Can't remember which).

I'm a happy S&W fan.

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Loving retirement!

A few years ago I had sent in an older TC Contender frame that was evidently stretched. Had trouble with 5 different barrels. After talking to the lady {can't remember her name} taking care of the TC end she said she would replace it with a G2 but there was none to be had. She offered me an Encore frame but I really wanted the Contender. She said it may be a while if they even start production again on the G2s. There was a period when they were very slow with the G2s and this was it. I told her I will wait a while as I still had other Contender frames. 4 months went by so I gave her a call. She said sorry for the delay and still had none to send me. We talked a bit and then she asked me if there was anything else in the TC or S&W line I would be interested in. Huh??? What? Huh? Suddenly I forgot about the Contender. Like a Revolver? I asked. She said whatever I wanted. OK I said. I had been looking for a 3" 686+ so that was the first thing that came out of my mouth. She said she would look and get back with me. 2 months later she called and said she had one with my name on it. But could not do an even trade. Now if I would have sent a complete contender in it would have been an even swap. She said how does $225. shipped sound. Deal! I bought that Contender frame at a Gun show for $125. and shot it a bunch. The whole ordeal took a while but I think I made out great.

I wanted to follow up regarding my recent warranty service for my new TRR8. I just received the shipping notice from Smith & Wesson, which means it will be returned in exactly 2 weeks from the date I shipped it. That’s top notch.

Keeping my fingers crossed the issue with the extractor is completely fixed, but I expect it will be.

OP, your experience is typical with my experience with Smith & Wesson... It's also the same experience I've had with Springfield Armory. Spikes Tactical has been the absolute best experience I've ever had with a firearm warranty issue. All (3) of these manufacturers I consider the pinnacle of Customer Service Care that everyone in the firearm sector should strive to model themselves after! Thanks for posting the positive experience with Smith & Wesson OP. All too often you will only hear people's BAD experiences but they leave out all the good experiences; which is unfortunate.

I thought they were on 2wk. shutdown? Maybe they keep a skeleton crew around during vacation! When I worked in Tooling and our plant went on shutdown it was everyone but us and Maintenance!

I had heard the same thing after I sent it in, so was surprised to get the message. As you said, they may shut-down the production lines, but perhaps they keep people around for warranty work ... especially since they seem to get a lot of it!

I was pleasantly surprised yesterday when the PC shop said my M460 Carry is headed home.
Spoke with them as well and they reaffirmed that “X” frames should only be used with 200gr-260gr bullets.

Will follow up on that in my 460 Assistance thread.

I agree. S&W CS has always been outstanding every time that I have delt with them.

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NRA Bene Life, SWCA 2372

Good experience here also. 617-6 turn around time three weeks. Back as good as new (Better no problems now)