While reassembling my striker assembly, I launched the nylon collar in to Never-Never Land. I just got off the telephone with customer service. They are sending me a replacement free of charge. I also was able to listen to uplifting jazz while waiting to speak with a representative. A great experience all around.

Did you call Springfield because I'm having quite the opposite experience. I've been three weeks waiting for one of customer service supervisor to call me back,and I don't believe there hold music was jazz.

Exactly why I'm selling my Hellcat. The striker broke and they wouldn't send me a replacement. They made me send them the gun and waited 3 months like I did a year ago with an EMP I sent back. Sold the EMP shortly after as it wasn't fixed so this will be my last SA firearm.

S&W takes great care of it's customers

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Customer Service. Nirvana for some.....and a nightmare experience for others.

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Ret. LE, FA Instr, S&W Armorer

Fortunately, my one experience with S&W CS was positive. When the hammer stud on my 642-1 broke, they gave me a shipping label to send it back at their expense. It took a while, ~2 months IIRC, but they replaced it for free under warranty. Free shipping of the new gun to my FFL. They even reimbursed me for the NICS fees (new gun = new serial number = new background check).

I won't go so far as to say that the service is bad, but in comparing to my two calls to Ruger for a cheap gun versus my five calls for my expensive PC M41, Ruger wins hands down.

I've always had positive experiences with S&W customer service. All of my calls stemmed from one or more of my brain cramps. When I tell the rep what happened, they usually chuckle, and send me the part free of charge.

Garrddogg56, I iniially sent an email to the Conract Us address on the website. I received a response the next day directing me to call an 800 number and then key in an extension number. The rep could not have been more pleasant or efficient.

I find when I call, sugar goes a long way.

Smith & Wesson has been very generous to me.

all my recent emails to S&W customer service have been answered, but they won't take any "change work" in until Aug,

I spoke to them this week and that date for "change work" is now more like October and forget trying to get anything into the PC section until late fall. They were shut down the longest, aren't even taking anything until after August and maybe longer if the backlog doesn't move as quickly as they had hoped.