My M&P 15-22's extractor had been acting up lately and getting worse, finally prompting a call to S&W customer service. They listened to my problem and gave me my options, sent me a shipping label and returned my rifle promptly after making repairs. I took it to the range and fired over 500 rds. This puppy performed great...thanks Smith and Wesson for your blue ribbon customer service and standing behind your product so well, just thought I would take a minute so I called them and said so....John A. Johnson

I hear a lot of this kind of this hereabouts.

It is one of the reasons I own 3 S&W firearms, and as I continue to build my
collection, the one I give a big edge to.

Good to hear your happy ending story...

My extractor never gave me any trouble, but my ejector was giving me failure to eject issues back in October. I sent it to S&W and got it back two weeks later. 4000 rounds later, it's been rock-solid reliable. I imagine yours will be too.

I wish I was getting such good service. I sent them a rear sight that had elevation adjustment issues. They received it on 5/26/11. On June 2, five working days later, it was entered into the system. I called June 8 and they said it could take 4 days to transfer the item from production inventory to customer service inventory. Still no rear sight. This is a simple warranty item. Nothing to fix, just send a new part.

I sent in two 25 round magazines for exchange that were giving me consistent problems. Arrived at S&W by 5/31 and still no sign of my replacements. I'll give them the full two weeks before I give a call.

They might be a little slower since Springfield, MA was hit with a tornado last week. It did some major damage all over the city. Not sure what it did to the S&W facilities.

i had called for some broken load assist buttons, and it took over 2 months, but eventually i got my replacements.

the initial call was quick, and i was told at the time it was on back order.

I was told when I called the other day that a tornado had hit there .....

I checked back today and they didn't mention anything about a tornado just that it was on backorder. I said, "You mean you have them in the assembly area just not in customer service?" He said yes they don't have the parts transferred over yet.

Obviously I don't work there but unless they are severely understaffed, this should be a pretty quick thing to deal with. And if they are understaffed, customer service is not the place to do it. Poor service will equal poor future sales.

Smith sent my replacement mags over the weekend. Looks like to be a 2-week turnaround time which I find perfectly acceptable.

How 'bout making sure the firearm is in proper working condition before it leaves the FACTORY....wow what a concept

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S&W AR 15-22 MOE Dark Earth.

Apparently you have a large mass production factory that you sell things from, and nothing ever goes wrong in that process.

Give me a break. No matter the company, you will get some mistakes in your product. What makes the difference is how you handle those mistakes. In my experience, S&W got my problem handled and fixed quickly and painlessly.

It doesn't do any good after the fact to fix a problem after it causes injury to someone. Were not talking about a minor flaw here. And please lay off with the personal attacks. You don't need to go there.

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S&W AR 15-22 MOE Dark Earth.

First, I did not mean to personally attack you, my apologies if it came out that way. I just mean that any company that mass produces will have its share of lemons, it is inevitable.

Second, no one got hurt. As far as I know from the posts, the guns had trouble ejecting brass, nothing more.

There were no injuries involved, problem began to get progressively worse, any firearm has an inherent danger and should be properly maintained so I notified S&W and rifle was repaired promptly and expertly. I am totally satisfied with the product and the service I was rendered and stated so in my post...John A. Johnson

So far I've had nothing but great service from S&W's customer service.

I sent my first generation S&W 15-22 back because the bolt hold open button wasn't catching the bolt face. I still had all the origional springs in the rifle and was having no problems.

When I sent the rifle in I asked that they update it to the new specs (Just for the heck of it) and fix the bold hold open. I recieved a pre-paid shipping label next day via email (the methoid of contact) and I mailed out the rifle with 5 mags which I also requested to be updated to the newer style (again even though I wasn't having any problems).

A week later I got the rifle back fully fixed and updated but only recieved 4 new mags, I emailed them back about the 5th mag, and recieved 2 new ones in the mail about a week and 1/2 later.

So I have zero complaints about S&W's service. That said, it sounds like in the cases of a few of you, that maybe they have some kind of internal proceedure they have to follow to obtain replacement parts for customer service (no charge), Not saying the long delays are good, but if it's an internal proceedure, there may not be anything anyone on the customer service level can do. That may be just one of those things that the person whom could chance it probably doesn't even know/realize it's an issue.

I have that type of problem all the time at work and while you would think it would be something easy to fix, it almost never is. Typically the bigger the company the harder a proceedure is to fix/change.

-Masta

i called customer service about my failures and concerns. They said mine already had updated parts from the serial #. I said I would give it another whirl before sending it in. Im glad I did because this time at the range the rifle was perfect. ..with 200rds cci mm round nose. Althought it still hiccuped constantly with fed bulk hollow points I don't care. I'll just stick with the more expensive cci stuff for now. I sighted the opens in to perfection, then sighted in my laser, then sighted in my red dot co witness. I'm deadly accurate off hand now.

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S&W AR 15-22 MOE Dark Earth.

Apology accepted...But back to the issue of oob discharge- there was some close calls. One for sure is on youtube showing the round explode out of battery. Shrapnel did fly out the side of the ejection port. And in another instance, either earlier in this thread or in a different thread a father explains that his son got torched in the face with hot gasses when he had an oobd. If it wasn't for the fear of "that" type of thing happening I could certainly deal with a few feeding/ejecting issues.

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S&W AR 15-22 MOE Dark Earth.

Here's 2 for you-
YouTube - ‪Smith and Wesson M&P 15-22 Kaboom / Accident / Explosion / blows up‬‏
YouTube - ‪Smith and Wesson MP 15-22 Bullet Misfire.mpg‬‏

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S&W AR 15-22 MOE Dark Earth.

and a 3rd
YouTube - ‪M&P15-22 Mishap!‬‏

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S&W AR 15-22 MOE Dark Earth.

Yes, I understand that a malfunctioning gun is dangerous. Have the S&W15-22s malfunctioned in a dangerous way before? Yes. Does it happen often? No. Is Smith and Wesson the only reputable gun makers to ever have a dangerous malfunction in one of their guns? Absolutely not.

My only point was that it seemed from your comment that you were trying to say that Smith and Wesson should be expected to produce 100% flawless products from their factory, and that this concept was standard. I am just saying that as unfortunate and sad as it is that people get hurt, these things inevitably happen, and there is nothing Smith and Wesson can do to prevent it. All they can do is take responsibility and make amends as best they can.

Im not one of those people that can't accept a scratch, a quirck or faults in a product. If it serves it's designed function I'm usually ok. In this case I wonder if it would have been better to just recall the earlier models, since there was or still is a substantial chance that these failures (some which could be dangerous) could be prevented. That is a concept that does have precidence.

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S&W AR 15-22 MOE Dark Earth.

I can agree with you there. That is just not what I thought by your original post.

Update: My rear sight shipped 23 working days after it was received by them. I still think that's way too long for a simple part replacement. People are having rifles worked on in less time.

That is a long time. But do keep in mind that Springfield, Mass. had a pretty serious tornado that did serious damage to most of the city. I have to believe they were effected by that.

You know if that's what caused the delay I'm OK with that. Totally understandable. However, in three phone calls never once did they say that to me. I got the sight in the mail today. The packing list had a date of the 15th. 6 days before it was finally shipped.

Anyway I'm done griping. Maybe my next experience will be different. I still really like the gun.