I decided to remove the thumb safety from my M&P 9 full size (not because I don't like the safety, but because it was too wide to fit in the hidden compartment in my night stand). I checked online and everyone is asking about $30 for the set of plugs. I contacted S&W through their web site and within three hours I had a really nice email response advising they had already placed an order for the parts at no cost to me. Now that's good customer service.

I recently sent them an email asking for 4 replacement followers for my Shield 45. No fuss, no muss, on their way.

I firmly believe that the internet and even worse, social media has made life much worse for companies in terms of customer service issues.

I think for every person who reports excellent customer service such as frequently rendered by S&W and Ruger for example, there are 50 whiners who complain about anything that isn't perfect.

I've always believed that if you feel you have the right to complain and be listened to, you should also compliment when you get excellent service.

Several years ago, I got another S&W 500 Mag. Called CS to tell them it was an outstanding firearm. CS rep was a woman who asked "You mean you called just to thank us?" I said yes, she said that had never happened to her and it made her day. Don

They've always been very good to me...

Well hate to be a grumpy guss BUT. Picked up my Shield .45 one day 6/14. On it's way back the next wouldn't fire. Called yesterday 6/20. Was told it will be and sent to repair that day. When I asked how long it would take he said ABOUT a month before I get it back. Glad you guys were taken care of quickly.
Signed
Grumpy

I follow S&W and the Performance Center on social media and probably 70% of the comments are people posting comments about the "hillary hole". One of the most overused phrases among the gun community. It's getting real old.



I've dealt with S&W customer service on several occasions
and on each one they were polite, courteous and returned every phone call.

When I sent my 45 Shield back because of a barrel problem it only took three weeks to fix and send it back. They did a great job.

How refreshing to hear a positive comment!
My experiences with S&W Customer Service has never been negative.
Thanks to those that see the cup as half full. The half empty crew all too often dominates. My suspicion is that there are many more happy campers out there than disgruntled ones. Otherwise, S&W would have ceased operations.

I've sent 2 firearms to S&W for warranty work in the recent past, both took about 4 weeks before I got them back. I think that's probably the standard lead time for firearm services.

Now if you call for parts (I've received frame plugs, slide stops, backstraps, a magazine), they have always just taken my address and told me the parts will be on their way shortly, no charge, no hassle.

I've dealt with a few other manufacturers CS and S&W has been by far the most pleasant to deal with.

You guys are probably right. Might seek professional help or maybe look up past episodes of Dr. Phil or Oprah to find out how to deal with this extended separation anxiety.......
I am sure it will come back better than new.

There's no cure for that...I checked my email every day waiting for that damn shipping notification

Just when I saw a light,(faint glimmer) of hope you come along and slam dunk it...........

I think that you must consider that sending out a part from a stockpile of on hand parts takes very little time. Taking in a gun and taking it apart and fixing whatever issue affects it is a much longer process. Add to that mailing time on both ends and the fact that they have other guns that are being looked at and yours may not be seen for a week or more and a month is not really a long time.

I understand giving up your pride and joy and having to wait for a repair is tough but look at a possible alternative. You could live in a country where you could not own it to begin with.

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James Redfield
LM #497

So true. There are a great many gun owners who aren't members of a forum, or aren't active on one, and are generally happy and unheard from. I think S&W and Ruger have the best CS in the business, and in fact compared to many non-firearm businesses, they are still the best.

Right on. Ruger turned my 40-year old .22lr Standard jam-o-matic into a perfectly functioning firearm in less than two weeks at no charge. Smith & Wesson completely rebuilt my 10,000 round M&P 40c in three weeks at no charge, and it's now good as new. Parts have always been sent promptly (at no charge, of course), with the exception of the Shield 9 recoil spring assembly during the Great Shield Recoil Spring Assembly Shortage of 2015. If every manufacturer had customer service like Ruger and S&W, consumers everywhere would be ecstatic.

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What, me worry?

I have sent guns in to S&W, I have had them send me free parts, I have had them require I purchase parts. Never had a reason to complain. They have always made the situation right and left me a satisfied customer.



I have not had the same experience with Glock or Sig however. Where providing customer service is like some kind of personal offense to them.