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Old 01-14-2017, 03:24 PM
vicikid62 vicikid62 is offline
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Default Turnaround time for S&W support

Just curious what most folks have experienced for turnaround time from S&W support when your gun had to be shipped to them to be fixed?

For reference, I picked up a Shield 9mm in mid-December, shot 80 rounds through it with 8-10 failures (slide lock back), took it back to the LGS 2 days later, who then shipped it back to S&W. Calling the LGS is pointless as all they tell me is "when it comes in we'll call you." I didn't get a ticket # for S&W support, just a claim check from the LGS. It's been about a month, and I'm just curious how much longer this might take.

Anybody if I can call S&W directly, provide the serial number, issue and date it should have been sent to them from the LGS and get an update directly from S&W ?
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Old 01-14-2017, 03:58 PM
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I sent a pistol to them in May 2016, in June they called and told me they were going to replace the gun. I just picked up earlier this week. To be fair, Fedex lost it for 2 months so it actually took S&W "only" 4 months turnaround. I ended up using email contacts so that I had a record of what was said/promised. The few times I called I was told that it was waiting to be shipped only to be told in an email 2 weeks later that the gun hadn't been built yet . Just hope that they don't have to replace the entire gun, they put in an order and wait for a new one to be built (don't understand that, but whatever). Best of luck.
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Old 01-14-2017, 04:07 PM
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You should be able to call customer service with the serial number. I recently had a pistol back at the factory for warranty service, and they always asked for either the reference number or the serial number. Having the LGS ship it back may complicate it a little, because it might have their name attached to it instead of yours. By the way, my turn around from watching FedEx drive off to picking up my replacement at the LGS was about two months and one week. I did get a brand new gun, like Bkreutz. I was lucky, because I wanted a 442, and the rep told me they build a lot of them. From the date code on the box, I got it two weeks after it left the line. Very satisfied . . .
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Old 01-14-2017, 04:45 PM
hoc9sw hoc9sw is offline
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I've seen 3-6 week turnaround for basic repairs in the past. But they have all been from my door on their Fedex label. Adding in the LGS would certainly add a few days at least, as they have to put it in their book, and do the shipping. My LGS in December was overwhelmed with work, so you might consider that as well as employees burning off unused vacation hours.
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Old 01-14-2017, 06:45 PM
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Since 2010 my M&P 1522 has been back for warranty repair three times. From the time I sent it to the time I got it back was less than three weeks every time.
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Old 01-14-2017, 07:14 PM
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You can call them direct, they are usually very helpful. I just got my 1911 back, I sent it in mid November for a safety recall, took about 7 weeks but it was during holiday times so you have to consider that. Mine came back with a different slide than the one I sent them, not sure what to think about that, I have emailed them concerning that. Not a major thing except it was the large Billboard lettering and the one they sent back is the small. Like I said, no big deal really, just want to make sure the proper work was done. Always had good luck with their customer service.
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Old 01-14-2017, 08:51 PM
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Snub experience was about a week & a half to two weeks. Only exception was a broken striker during the hysterical spring of 2013 - took a good six weeks to get the part cause they were back-ordered.
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Old 01-15-2017, 12:23 AM
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Default They were quick....

Had a problem with a Shield. Sent it on their ticket, a couple days en route. They had it about a week, and a couple of days back to me. About a week and a half total.
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Old 01-15-2017, 01:21 AM
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They close for like two weeks over Christmas and New Years. So this would attribute to part of the length of time.
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Old 01-15-2017, 06:49 PM
vicikid62 vicikid62 is offline
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Thanks for the input. I thought the holidays would factor in... good to know about how much that could add. The LGS indicated it was shipping the day I dropped it off... but who knows if that really happened. I'll try giving them a call this week to see if I can get some status. I do have a backup (Walther CCP), but really want to start comparing the 2 side by side... so I guess I better be a bit more judicious in my range time so I don't have to buy more ammo... at least not yet
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Old 02-27-2017, 10:59 AM
Rob10 Rob10 is offline
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Quote:
Originally Posted by vicikid62 View Post
Just curious what most folks have experienced for turnaround time from S&W support when your gun had to be shipped to them to be fixed?

For reference, I picked up a Shield 9mm in mid-December, shot 80 rounds through it with 8-10 failures (slide lock back), took it back to the LGS 2 days later, who then shipped it back to S&W. Calling the LGS is pointless as all they tell me is "when it comes in we'll call you." I didn't get a ticket # for S&W support, just a claim check from the LGS. It's been about a month, and I'm just curious how much longer this might take.

Anybody if I can call S&W directly, provide the serial number, issue and date it should have been sent to them from the LGS and get an update directly from S&W ?
Hey there - long time reader, first time poster.

vicikid62, can you elaborate on the type of slide issues you were having? I'm asking because I've also had issues with a new Shield 9MM that I purchased a month ago. Within the first 50 rounds my slide locked back twice, both while there were still rounds left in the mag. I have since reached out to S&W and they advised me to send it in to them. I've seen on this forum that others have had this issue and it could be the barrel lug.

Any info on the issue you're having would be great.

Thanks
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Old 02-27-2017, 12:06 PM
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Quote:
Originally Posted by rwsmith View Post
Had a problem with a Shield. Sent it on their ticket, a couple days en route. They had it about a week, and a couple of days back to me. About a week and a half total.
I did the same with my Shield. Back to me in about a 1 1/2 weeks. I'm happy.

Savage has had my WSM for 3 months. Promised replacement "soon." Still don't have it.
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Old 02-27-2017, 12:19 PM
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Here is the number I have for customer service: 1-800-331-0852. Hope this helps
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Old 03-03-2017, 04:49 PM
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Default Repair time

I had to send my shield 45 back for the slide locking back and it came back in about 2-1/2 weeks. Granted they did not do any repairs, that is why I had to return it back to them. We will see how long they take. Hopefully not 3-4 months but we'll see. I called S&W directly and they sent me a shipping label and I took it to a Fed Ex store so I have no middle man.
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Old 03-03-2017, 08:36 PM
YTL424 YTL424 is offline
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I purchased a M&P FS a couple months ago. Problems quickly followed. I sent it to S&W & had it back within 14 days. It has worked perfectly since getting it back.
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Old 03-03-2017, 11:30 PM
WPeeling WPeeling is offline
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Default 15 days door to door to fix a defective deactivation lever

FS 9 Pro CORE
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  #17  
Old 03-07-2017, 04:19 PM
vicikid62 vicikid62 is offline
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36 days, door to door, to "work on the slide" to fix an issue where the slide locks back during shooting.
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Old 03-08-2017, 01:55 AM
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Brand new unfired Model 41 made in 2013...33 1/2 months or almost 3 years.
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Old 03-08-2017, 12:49 PM
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Per Fedex, S&W has had my Victory for a week. Called S&W this morning to confirm they received it. They have no record of it arriving.
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Old 03-08-2017, 01:54 PM
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BLUEDIAMOND6.0 BLUEDIAMOND6.0 is offline
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Have sent in a 38 special to have it looked at . Door to door was about 3 weeks and didn't pay for a thing . I would say it was a great customer service


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Old 03-11-2017, 11:12 AM
jim46ok jim46ok is offline
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Quote:
Originally Posted by rwsmith View Post
Had a problem with a Shield. Sent it on their ticket, a couple days en route. They had it about a week, and a couple of days back to me. About a week and a half total.
That was similar to my Shield going and coming.....
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