S&W received my CORE on 12 March, when I called last monday they said it was completed and waiting shipping, would go out by the end of the week. Called today and was told it would hopefully ship by the end of the week. Not happy.

Will the 'delayed' shipment meet the turnaround time you were originally given?

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Incoming fire has right of way

No, it was supposed to ship by the end of last week, now they are saying maybe the end of this week.

Did they say why?

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Jack C

If your unhappy with them, let them hear about it. MAYBE they will make it right.

if its not ready for shipment that's there way of saying its not finished

You guys are not reading the OP. S&W told him it was ready to ship a week ago, but never shipped it. Then today they said it will go out later this week. This means one of two things:

• It wasn't ready and they screwed up or lied.
• It was ready and will sit with nothing being done for two weeks.

Both of these are unacceptable.

I too have a gun back at S&W. It just so happens that it was received at S&W on the 12th just like steve462x0's gun. I sent an inquiry on the 24th by email and have heard nothing from them. I will call tomorrow and see what's going on. My hopes are not high.

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Freedom isn't free.

I've been through this before. Ready to ship does not mean that it goes out that day. Evidently, the queue for shipping is huge. They should have given you a longer lead time on shipping times.

This really bugs me. It's obvious that S&W is behind in both warranty repair and custom work. It's been like this for well over a year. It would appear that their shipping and receiving is also behind. I say hire and train more people or the back log is going to get worse.

Contact Us - Smith & Wesson

Read this page.

Well something is on it's way from S&W, but it can't be my gun because it is in a 6x6x6 box and weighs 0.1 lbs.

Maybe they saw your thread and are sending you remains of your gun so you really will have something to complain and whine about...

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Jack C

Might be a box of tissues to wipe your tears from all the whining.

If it was you I am sure you'd have something to say about it.

This has to be one of the best lines of the year!!!

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Jack C

Let's see if I have this right ?

The firearm received by S&W on 3/12. Eight working days later you call and bug them about it. A week later you call and bug them again.

Since your firearm is the only one they are probably working on, I have No idea why you haven't got it back either.

Maybe too busy answering the phone to get any work done.

I'm not saying it's right, but there have been many people here that have been put off for months on end. Few people are happy with the way the manufacturers have handled the crisis of this last year and a half in every aspect of guns and many vital gun supplies.

Is it the gun manufacturers fault that they've were blown out of the water the last year? No, if they hired 20% more workers to fill the need based on the last year... guess what... they are out of business in 6 months or less..

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Jack C

Or we would all be griping about the huge hike in prices....

No, your missing the point entirely.

This situation is not new. If this were back in Jan 2013 I'd agree with you, but it's not. Neither do I expect S&W to hire a bunch of new employees, though I'm sure they have.

The issue, at least for me, isn't the shipping time, it's the false notification. If they say they're going to ship this week, then they should ship this week. The backlog of work has been around for months. It's not difficult to gauge the amount of stuff they have to ship and how long it will take. If they had said, "It's done, but we won't be able to ship until two weeks from now" I could deal with that. But, when they say, "We'll ship later this week" and it's not done, yes, I have an issue with that.

Correct me if I'm wrong steve462x0, but I believe it's the false info more than anything else.

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Freedom isn't free.

I understand.... but then maybe you don't.... it's kinda like a Harley thing.... if I have to explain, you wouldn't understand...

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Jack C

I just called S&W. They told me my gun is ready and is in shipping. I asked when it would be shipped and she said she wasn't sure and couldn't pin down a date. That makes more sense to me than telling me "by the end of the week" and then not shipping it.

This of course raises the next question, how long is acceptable? Is it OK for a manufacturer to just hold the gun for weeks or months because they're busy?

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Freedom isn't free.

Got tracking info today for gun, I wonder what's in the other shipment

we already told you....

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Jack C

I hate to ne that guy...as i understand thw wanting it back and right now. I to am impatient and want things my way on my schedule. ... but ya did send it to the manufacturer. I mean if ya sent your Ford back to Fors tobhave it fixed instead of a local guy...id bet it takes a lot longer to get it back. Im not saying its right....just saying.

In a side note...the to busy answering calls line was good! Well played

Patience is truely one virtue that more people need to embrace.
My mama always said "good things come to those who wait", and my mama was a smart lady...bless her heart.

Agreed, but how long? What is a reasonable time period to wait after they told you it would ship that week? A month? 6 months?

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Freedom isn't free.

Its a gun.... it can be dangerous.... id say its gonna take as long as it takes. I dont think there is a set amount of days. How long is your fuse? Rather it be fixed proper? Then wait.... cant wait and rather shoot your gun and maybe something in it isnt right...raise hell!!! Either way...you dont have it now. How you deal with that.....thats in you

Just a suggestion for anyone who this "wait" bothers.... DO NOT get into NFA weapons.... you will probably pee yourself....



I get the point, that some dunce gives a false commitment.... I rarely trust what is said telephonically.... even from S&W.... I am impatient also, but I have learned that if I forget about it and let folks work, I am much less stressed waiting..

Glad you got tracking info, and I hope all is well when it returns...

Rastoff had it correct, it isn't that I want it back on my schedule of that I'm being impatient. If you tell me your going to do something by a certain time then that is what I expect. It probably comes from 20years in the military, you do what your told when your told, and you are at a place when your told to be there.

guess S&W ain't in the military... at least the guy you spoke with isn't... lighten up..

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Jack C

OK, then answer my question; how long should we all wait? What is the standard that we need to set our moral clocks by?

S&W told me they were shipping my gun yesterday. That means it should show up tomorrow. If it doesn't, do I just shrug and say, "Oh, well. It'll show up some day." I haven't received any shipping information yet so, I don't think they've even shipped it yet.

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Freedom isn't free.

Just so we all know, the overnight shipping thing applies to US, not to S&W and the distributors, who are big enough to negotiate their own deals for rates and methods with UPS, Fed Ex, etc. S&W will likely ship the firearm back from warranty repair by 2nd Day or Ground and will likely NOT use UPS. Most distributors are big enough to negotiate their own rates with the carriers, and Sports South, among most others, no longer uses next day air for handguns. The standard is 2nd Day Air. In addition, on bigger shipments direct to an agency or similar contract, S&W will use a truck line as opposed to either Fed Ex or UPS. The manufacturers and the distributors play by different rules.

S&W has always used FedEx in my experience.

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Freedom isn't free.

Ok, I own a performance auto shop and mail order business. I have a little experience with similar situations that we encounter occasionally. The only difference between me and S&W is the product line and a distance of about 10 miles from each other. I get a customers car in my shop for major overhaul work, it's in the middle of our busy season and lots of stuff is happening, I have limited help as my business is a specialty and hiring just anyone to do it, is difficult. A part is backordered from a manufacturer and next thing I know a customer is calling me twice a day wanting to know if his part shipped or if his car is ready yet... well, a couple of things now happen, my parts guy is taking calls he really can't answer because he doesn't know, in spite of our supplier assuring him the parts are on the way, they don't show up. So now the guy looking for his parts is calling my guy a liar because either his parts haven't been shipped or his car isn't ready..... why? because the info my parts guy received proved to be false... then there is always the car we are repairing or upgrading isn't done or ready for pick-up because the pressure put on us from the customer calling twice a day has put us in a position to try to give him an answer that will appease him and get him happy... well, we find something else wrong that takes a little longer, or a part that was holding us up doesn't show up or..... this is always a good one... something just plain ole came up and slowed the process down.... all I know is calling, emailing, "which by the way" is my least favorite form of communication just makes it worst for everyone.

Basically, sometimes I just have to tell a customer to ease up, this isn't life or death... when we are in a position to update you.. I WILL CALL AND LET YOU KNOW!!! STOP CALLING... EMAILING OR WHATEVER FORM OF COMMUNICATION YOU THINK IS APPROPRIATE.

There is so much more I would like to share or explain, but I just know, ................. like I said in an earlier post.... if I have to explain, you wouldn't understand. I have a little bit of understanding and empathy for S&W and what they are doing. Like my business, I just know, 100% that S&W does not want to "hold" any ones gun any longer than they have to... but I will say.. every so often I may slow a process down... just because... someone got under my skin...

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Jack C

After I retired from my real job, I decided it might be fun to work part time at a LGS.

I can not count the times I've had a customer come in and say, ' I ordered a firearm , or sent it back for repairs, a month or two ago. What's going on ?! Why haven't I got it ?! '

So, I spend a half hour tracking down the paper work and what's going on. Just to find out it has actually been a week and a half ago. Not a month or so ago like the customer said.

One of the reasons I do not work at the LGS anymore. Got tired of dealing with PITA customers.

Who ever came up with the saying ' the customer is always right ' obviously never worked in retail or the LGS.

March 1 2014 my MP40 started dropping the mag with each shot. I called and SW said they would send a return tag. I received it 3/10/2014- It had a name/address other than mine. I called and they emailed me the slip. I called FEDEX a day or 2 later, it was picked up on 3/13. On 3/25 I called and was told that it should be shipped on 3/28 , but they were backed up. I called yesterday 4/3, told it shipped, no, it was ready to ship, they were busy. Later in the day they called to get a copy of my FFL, I had faxed one on 3/10 ( did they lose the other one, eat it, burn it? ). They said that they would email me with ship info, NOT YET! Do I care, yes, am I going to complain about them repairing something in a timely manner, paying shipment each way, NO. Note-they did give me the option of having the Mag catch parts sent to me and I could do my own repair, I declined because I could not find anything wrong with the mag release other than it feel out on each shot. Am I angry, miffed, disappointed, etc?? No- It will get here when it gets here- I have multiple other choices to shoot, It was not my EDC yet. I prob will not shoot it for days when I get it back or I may load a mag and empty it, either way it will not affect my life or security. All firearm companies are very busy, hiring + training 20%? more workers is a waste of time and money- by the time they would be ready, they will not be needed but will cost all of us money. I do not know the total # of members of the forum, but if all of us send Money to SW to purchase 5 guns each this year they might consider hiring. I have dealt with them for more than 20+ yrs, ( bangor punta era was bad), spent months sending back a NIB 629 that could not hit a 3 ft by 4 ft backing board off a rest at 25 yds, it took 6 mo till they gave me a new frame with all the parts attached, shot like a dream and has continued to do so. I have bought a broken gun( unknown to me ) that they repaired in 7 days at no cost while picking up the shipping. Are you a LEO and need the firearm for duty? If so tell them up front and it will be expedited! If you would need a firearm for a hunt, let them know. It has been a difficult time for all of us over the last year or so, not enough ammo, guns but think about what you would do if someone kept calling/emailing about something you do not have control over. Firearms + ammo availability are starting to improve, so before spew venom, know and consider all the facts and reality maybe we would have less nuisance law suits, road rage, and the media talking about semi-auto firearms as "assault weapons", etc. But we have become a country that is willing to say anything without proof, and developed a culture that would rather be a Nanny state, to get a free ride, and it has led us into dangerous times, nationally and internationally- look at the last 2 presidential elections. We talk about "voting " out the bad politicians, maybe we need to think about what we expect from each other first, which will create unity and allow us to speak/vote for " our" culture. Patience?? I am the vulture on the tree!! But reality dictates that we look to the best in each person/company. If you are truly "wronged" ( thrown out of the ER while your having a MI ) then you need to take action by words/deeds. I have my way of deciding- Will I die if I do not get this/that, if so I will do whatever to get it. If I will be inconvenienced I will wait as needed, as opposed to the sheep that will follow the media to slaughter. All the Best, Be Safe,

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I BACK OUR BLUE

great response VMD.... thank you much

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Jack C

I had to pick myself up off the floor so I could hit the "Like" button for this.

I dont know you but I dont like your attitude and I'm glad you don't work on my vehicles. If I am paying you for a service I expect it to be done in a timely manner and done right. I understand that things come up but they can be handled in a professional manner. If you responded to me as you say you do we would have a few choice words. Remember without us customers you wouldn't be in buisness. I work hard for my money and spend it wisely. I expect good service when I pay good money for it. This applies to S&W as well. S&W wrote the lifetime warrenty policy and includes it as part as a new firearm purchace. We are paying for a firearm and expect it to be in good working order when we buy it. Free of defects and last more than a month or two. So when someone ships out their firearm that should have been correct from day one, it can only be expected they want it back ASAP. Knock on wood that my mine has been great, but if I did have an issue I would expect it back in a timely manner and corrected. Now if it was my fault that it is broke and they were fixing it for free it would be a different story.

Let me ask you and everyone a question, if you go out to dinner and it comes out wrong, would you send it back? What if the rest of your family has their meal too. Wouldn't you want your meal corrected and back to you ASAP? After all you are paying for a service and a meal. I know this isn't the same thing but if the firearm and the meal was correct from the beginning then it would have never had to go back to get fixed. It is called quality control! I love my M&P and agree with the OP that if they tell him a date, it should be shipped on that date.

What were they going to do to the gun? You don't mention why you sent it in to them. Just curious.

Since you refuse to answer the question I asked, let me ask another. When I customer brings you a car to be worked on, what do you tell them the delivery time will be? Do you just tell them, "Park it over there and we'll get to it when we get to it"?

You keep telling me that I don't understand, but I do. I have been a project manager for test aircraft. I have worked on projects that took a month and some that have taken years. I absolutely understand how different resources/suppliers/offices work together (or not) and how they all affect the length of any project.

For one project my boss asked me when it would be done. I made the mistake of saying, "If we have no problems, it could be done at the end of September, but my experience tells me it will be more like the end of November." I should have just told him the November date because as soon as he heard September, that's what he wanted. I told him, right to his face, that it wouldn't happen because nothing is problem free. He didn't care and of course the project wasn't done until the end of November.

What I've learned is that there are three dates/times that can be given to an expectant customer:

• The problem free date. This is the date the product/project will be finished if the stars align and everything goes right. This is unrealistic and almost always results in an unhappy customer.
• The guaranteed date. This is the date you are 100% sure you can deliver by. This is ingenuous and far longer than necessary. If a customer want's his car repainted this date would be the end of the year. Giving this date usually results in lost business because, unless you're offering something unique, who wants to wait that long?
• The realistically buffered date. This is the best date because it includes some extra time built in to cover issues you know you'll have, but isn't so far out they'll go somewhere else. Sick employees, late parts, accidents during the process, etc. are all things that happen in any business.

I'm still curious to know how long a customer should wait beyond the promised delivery date. What is a reasonable time? I get that things happen, but to just tell a customer to wait forever is not acceptable. I agree that calling every day isn't acceptable either, but there has to be some balance.

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Freedom isn't free.

I have no promised completion time for most of the work I do, it is custom and parts are just not readily available for the model car I specialize in. If you try to pin me down for a finish date, unless it is a job that I can absolutely guarantee, I won't guarantee, if that doesn't work for you or Bergy... you are welcome to go elsewhere. I have never been disrespectful to a customer Bergy...... but I will respond in like fashion when pushed hard enough. We do quality work, it takes time, if you don't have the time, move on. You get more than you pay for when we work on your car. Bergy, you twisted my post into something it was not.

Bergy said:
I dont know you but I dont like your attitude and I'm glad you don't work on my vehicles. If I am paying you for a service I expect it to be done in a timely manner and done right. I understand that things come up but they can be handled in a professional manner. If you responded to me as you say you do we would have a few choice words. Remember without us customers you wouldn't be in buisness. I work hard for my money and spend it wisely. I expect good service when I pay good money for it.

And I don't care for yours, you sound like the guy that I would prefer not to do business with, some people forget.... I work hard for my money too, I give my customers 110% and with respect. My main objective in my business is to give my customer more than they pay for and the best value for their dollar. Where you came up with your assessment from what I said is beyond me.. I always treat my customers in a professional manner, I also expect the same from them, when that doesn't occur.... well, things happen.

Not sure I answered Rastoff.... but if I didn't ..... you decide what you can live with, I'll decide what I can live with and we all live with the consequences. Under the present atmosphere, our expectation for a timetable obviously needs to be reevaluated. And for the record... I didn't refuse to answer your question, maybe you d=couldn't decipher the message... I love my new V-rod...

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Jack C

The OP is right to be unhappy. This is business. When you tell someone you're going to deliver something by a certain date you do it. And if for some reason you weren't able to, you apologize and make the situation right ASAP. You don't cop an attitude; you won't last long in my line of work.

AND Heaven forbid,gun sales have gone through the roof over the past couple of years. Everyone thinks they should be first. I've delt with the public most of my life and there's a good percent of people that are "know-it-alls" and think they should ALWAYS be taken care of first. Could be everytime you call in "they" have to dig your item out to check on what's going on and then you get put on the back of the list...

People that keep calling in and bugging them are only slowing things up for everyone else...

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THIS WE'LL DEFEND ΜΟΛΩΝ ΛΑΒΕ

whose copping an attitude...

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Jack C

Then there's the people that EXPECT a freebe when things don't quite go right... Free mags... Should just be happy they pick up the shipping.

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THIS WE'LL DEFEND ΜΟΛΩΝ ΛΑΒΕ

This is one reason I'm not in business to sell, though I have procured tons of equipment. I can't bring myself to tell somebody something that I know isn't true and just keep putting people off. It seems that if you have that attitude you go broke quick.

This is so pointless. Guy A. Wants to hear someone agree with him. Guy B. Well it doesnt matter what he says no matter how honest or accurate that answer is. Nownill just sit back and giggle at the frustration of the Op.

[QUOTE=turbo38gn;137829032]whose copping an attitude... [/QUOTE

I don't understand why my post upset you. If you're going to tell someone you're going to do something, then you should do it. That shouldn't be controversial.