I took some advice from several posts and decided to email S&W about a pinky extension for my .40c

Simple email, asked if the part was available and where to get it (so as to not sound pushy or entitled to it) I convieniently included my home address in the email and waited.
Not 2 hours later, i received a reply from Jeff Webb at S&W:

"Mike,

Please give it a week to get to out to you

Jeff"

I got the part within 4 days, and they even paid the $1.64 postage!

No questions, no receipt, just exceptional customer service. I will undoubtedly continue to buy from and advocate for this company. This is how businesses should be operated.

I've heard nothing but great stuff about S&W customer service. I was told today by someone at my local gun shop that every time they send their pistol back for cleaning they don't send their magazines with it and S&W sends back two magazines with the pistol, free of charge. They seem to understand how to keep their customers happy.

@ bclaus18

This might be a silly question... but why would anyone need to send their firearm back to the manufacturer for cleaning??? Am I missing something here?

Now... if S&W is going to send back a couple mags every time I send in my 40c for cleaning? I'm happy to stop cleaning it myself.

The person who I spoke with uses his pistol only for competition, so he sends it back between competitions for a complete factory cleaning. He told me that he calls them up, they send him a pre-paid shipping label, then he sends it out without mags. 2 weeks later he gets his pistol back with two brand new mags.

I'd send my pistol in for cleaning if I got 2 mags with it everytime!

Agreed. But I have to pick up my second pistol first.

Other companies could learn ALOT from S&W customer service. I BLEW UP a 1006 with bad ammo - i didn't load it, but it was MY FAULT that it went through the gun. The magazine flew out, the grip came OFF THE FRAME, the extractor hit me in the face. They completely rebuilt it, replaced everything, sent it back with 2 new magazines - all at NO CHARGE, NOT EVEN SHIPPING. I own other brands, but I consider S&W first for any new toy.

Their is a very good chance that their is a little BS in this

__________________
Freedom Is Not Free

Could be. But from what I understand, the M&P line is difficult to break down completely since it has pins, etc. A punch and hammer is needed. So maybe they do send it off for cleaning.

I had to send my gun in due to a drifting front sight. S&W gave me a free mag with pinky extension. I was very happy.

-T

Unfortunately, I have had bad luck with their customer service department. 2 weeks to respond to an email and 30 minutes to wait for someone to tell you that they cannot look up a ticket number is unacceptable. I am very disappointed. Seriously considering returning my S&W product simply because of this.

I'm having a problem also. My takedown lever on my BG380 broke and it took me a week to talk to a human. All I've ever heard is glowing remarks about S&W customer service. It's been five weeks and I still don't have a takedown lever.