Sent to the factory

Roofuss · #1 02-09-2021, 04:03 PM

Several months ago I stumbled on very nice model 629-1 with original box, papers, and tools for a great price. I noticed when looking at the gun, the "knurled " end of the cylinder ejector rod / stem was somewhat chewed up . The seller said the rod would not remain tight in the cylinder after a few rounds shot. Obviously the knurling was chewed up from being over tightened with pliers, or ?.
There are no good gunsmiths anywhere close to me that I'm aware of, so I decided back in very early December to contact the S/W factory. They said they'd take care of it, and sent me the needed info, and label to ship it back to them via Fed-Ex. at their expense. It arrived a couple days later, with confirmation of such. After about 4 weeks of no contact, I called and asked about it in mid January. They said that it needed to have the stem replaced, and their gunsmiths were backlogged, and would be a few more weeks, and they'd be in touch. So far, no word, so I'm thinking I'll wait another week or so { maybe 3rd week of Feb.} and call them again. Anybody else currently in this same boat ? First time I've ever sent a gun back to the factory to have it repaired, so this is a whole new experience for me.

Autonomous · #2 02-09-2021, 05:46 PM

Nice score, sorry about the wait. Bugging them will not expedite the process.

GaryHK · #3 02-09-2021, 05:47 PM

Better to wait and have an experienced individual work on it (I hear they are in short supply lately) rather than some 19 year old who knows nothing about these. No offense to 19 year olds.

Roofuss · #4 02-09-2021, 05:48 PM

Yeah, I know, but just wanted to know the current status , that's all .

GaryHK · #5 02-09-2021, 05:52 PM

There was a guy that just posted about having to send his gun in like 6 times. Don't want to be that guy. Hope it works out for you.

Roofuss · #6 02-09-2021, 06:19 PM

Well, I'm in no big rush, and they did say it was an older gun, and the ejector rod would need to be replaced. Possibly fabricate / machine a new one from scratch, who knows . They did say there would be a charge for the work, and they'd mail me what the cost would be , before shipping it back.
Hopefully, I'll get it back without any issues.

murphydog · #7 02-09-2021, 06:27 PM

I wouldn't be surprised at a 3-4 month turnaround time, but be patient and they'll fix it right.

Roofuss · #8 02-09-2021, 06:51 PM

Quote:

Originally Posted by murphydog

I wouldn't be surprised at a 3-4 month turnaround time, but be patient and they'll fix it right.

Yep, that's what I figure as well. Like I said, no big rush as long as it's done right .

cjcutter1 · #9 02-09-2021, 06:51 PM

Was told other day up to 8 months for my 66-2 I sent in on 10/28 it’s in the performance center which generally means there will be a charge I bought it “unfired” but unfortunately it was not unmolested by someone so decided to have them make it right. I’m waiting on the quote via snail mail I called the other day and CS said up to eight months I sent in brand new M48 for warranty work she said possibly 6-8 weeks so who knows. Sent in a Ruger Blackhawk on 1/27 received it back yesterday. It’s a waiting game just my experience. Good luck!

Hondo44 · #10 02-09-2021, 07:06 PM

Quote:

Originally Posted by cjcutter1

Was told other day up to 8 months for my 66-2 I sent in on 10/28 it’s in the performance center which generally means there will be a charge I bought it “unfired” but unfortunately it was not unmolested by someone so decided to have them make it right. I’m waiting on the quote via snail mail I called the other day and CS said up to eight months I sent in brand new M48 for warranty work she said possibly 6-8 weeks so who knows. Sent in a Ruger Blackhawk on 1/27 received it back yesterday. It’s a waiting game just my experience. Good luck!

I've never heard of a Ruger taking more than about 12 days...or less.

GaryHK · #11 02-09-2021, 07:13 PM

Quote:

Originally Posted by cjcutter1

Was told other day up to 8 months for my 66-2 I sent in on 10/28 it’s in the performance center which generally means there will be a charge I bought it “unfired” but unfortunately it was not unmolested by someone so decided to have them make it right. I’m waiting on the quote via snail mail I called the other day and CS said up to eight months I sent in brand new M48 for warranty work she said possibly 6-8 weeks so who knows. Sent in a Ruger Blackhawk on 1/27 received it back yesterday. It’s a waiting game just my experience. Good luck!

No joke? They literally quote by mail?

No phones or pc's at S&W?

cjcutter1 · #12 02-09-2021, 07:17 PM

Quote:

Originally Posted by Hondo44

I've never heard of a Ruger taking more than about 12 days...or less.

Yes A+ on Ruger CS.

cjcutter1 · #13 02-09-2021, 07:20 PM

Quote:

Originally Posted by GaryHK

No joke? They literally quote by mail?

No phones or pc's at S&W?

Dead serious they write up quote and send out snail mail. Said once quote is generated if I call prior to receiving in mail they will accept CC over phone and proceed with repair/work.

GaryHK · #14 02-09-2021, 07:32 PM

Well I guess if your turn times are slow that's one way to justify it. Seems a bit "archaic"

Hondo44 · #15 02-09-2021, 08:59 PM

The only for sure contact info they have is the return address on the box they received the gun in!

cjcutter1 · #16 02-09-2021, 09:09 PM

Quote:

Originally Posted by Hondo44

The only for sure contact info they have is the return address on the box they received the gun in!

No you include paper with gun including name address email phone number and with return label they sent initially that has all of the above info in system as well I would assume.

walter o · #17 02-09-2021, 11:32 PM

dID THE EJECTOR ROD HAVE LEFT OR RIGHT HAND THREADS.If right hand threads they will either have to make 1 ,or change the ejector star assembly to a left hand thread ejector assembly and get it in time

CH4 · #18 02-09-2021, 11:35 PM

Yeah, don’t bother them, they’ll update you when they have something new.

JB4570 · #19 02-09-2021, 11:41 PM

+1 with MurphyDog

When you do get it returned it will be rite and perhaps they might check things out and update or repair before it leaves the Mother Ship.

The customer service is indeed backed logged but it will return.

ken158 · #20 02-09-2021, 11:43 PM

Quote:

Originally Posted by walter o

dID THE EJECTOR ROD HAVE LEFT OR RIGHT HAND THREADS.If right hand threads they will either have to make 1 ,or change the ejector star assembly to a left hand thread ejector assembly and get it in time

Since the direction of the ejector rod threads changed in 1961, this is not an issue and they wouldn’t make one for you anyway... Just be patient and you will get this behind you soon. Calling them does no good until you get the notice for the charge and they will take a CC over the phone.

MygunisaS&Wrevolver · #21 02-10-2021, 12:21 AM

Midway USA carries new model 29 extractor rods, which have the left hand threads. Since according to the serial number on the box it is a 1988 gun, it is well within the left hand thread range.

Hondo44 · #22 02-10-2021, 02:52 AM

Just being a stainless gun puts it well within the left hand thread period.

moralem · #23 02-10-2021, 07:10 AM

From the picture that knob doesn’t look bad at all. For a stainless gun, I am not sure I would have sent it off...might have enjoyed it a bit longer and seen if I could have lived with it. Now if it were a blue or nickel 29 that might have bugged me, but in a utilitarian finish like that, not so sure I would have sent it in......good luck and before you know it, it will be home.

Roofuss · #24 02-10-2021, 10:17 AM

Quote:

Originally Posted by moralem

From the picture that knob doesn’t look bad at all. For a stainless gun, I am not sure I would have sent it off...might have enjoyed it a bit longer and seen if I could have lived with it. Now if it were a blue or nickel 29 that might have bugged me, but in a utilitarian finish like that, not so sure I would have sent it in......good luck and before you know it, it will be home.

Actually, the posted picture does not really show how bad the knurling is , and looking at it, I believe the worst is on the backside of the rod. As mentioned it would also not stay tight after a few rounds fired. The weather in my neck of the woods {western Montana} is not shooter friendly right now, being below zero at times, and on & off snow storms.
By the way, in my last phone call ,the factory rep. specifically told me they relay the charge via US MAIL, not email, or phone. I could then call them and use a c/card to get the repair done.
In the meantime, I'll just throw another log on the fire, and fire up the coffee pot.

armorer951 · #25 02-10-2021, 12:53 PM

All this discussion about factory repair wait times leaves me wondering why you wouldn't just change out the extractor rod yourself, if a new one was needed??

The issue with these interfaces that chronically come apart due to harmonics and vibration is most often due to the fact that there are lubricants and debris in the junction, and the parts have not been tightened down properly after cleaning and de-greasing.

These very long Customer Service wait times make me wonder too...... why doesn't S&W hire some additional staff to deal with the chronic backlog in terms of their repair demands and returns?? It seems to me this could easily be resolved, and their not doing so only harms the company and it's reputation. Very hard for me to understand.

Roofuss · #26 02-27-2021, 12:21 PM

Yesterday , I received a letter from Smith & Wesson with description of the work needed, and a firm price quote.
Tear down and inspection, all parts, labor, test firing.... $148.00 total. I gave them the go ahead .

Roofuss · #27 04-08-2021, 04:09 PM

Well...finally got an email from the S&W factory today. My 629 has been repaired, and tested and is on the way via FedEx . Estimated arrival is Monday { 4 /12 } . That puts the total repair and turn around time at about 4 1/2 months .

cjcutter1 · #28 04-08-2021, 04:18 PM

My 66 shouldn’t be far behind gave them my CC# two weeks ago said 2-4 weeks. You got me beat at the end of this month it will be six months wait time.

Roofuss · #29 04-08-2021, 04:23 PM

Yeah, took about 5 weeks after I paid for mine . If in doubt, call them and ask , I did and she politely said when its ready to ship, we will email you...and they did so today.

cjcutter1 · #30 04-08-2021, 04:26 PM

Quote:

Originally Posted by Roofuss

Yeah, took about 5 weeks after I paid for mine . If in doubt, call them and ask , I did and she politely said when its ready to ship, we will email you...and they did so today.

I did today because I received email of shipment so I inquired which revolver it was I also have a brand new 48 in for work for second time unfortunately hasn’t been right from the get go. So I asked about status of other, gentleman said 2-4 weeks after payment typically.

Roofuss · #31 04-08-2021, 04:34 PM

Ok....good luck !

cjcutter1 · #32 04-08-2021, 04:53 PM

Quote:

Originally Posted by Roofuss

Ok....good luck !

Thank you! I appreciate it!

Roofuss · #33 04-12-2021, 02:07 PM

Got the 629 back from S&W today. Looks great and they did a fine job replacing the complete extractor rod assembly. My range test will have to wait for awhile, having major foot surgery Wednesday and won't have the time . Range report at a later date . Visually, though, I'm a happy camper !!