Just had my first experience with Smith & Wesson customer support. I spent 30 minutes on hold for a 30 second conversation and was told my order could not be canceled, that it was already in the shipping department. The reason for trying to cancel it was that it was an order of 4 magazines for a Bodyguard 380, which fails to fire the first try about 40-50% of the time. I purchased it yesterday, placed an order before I tested it, for 1/2 case of ammo, then 4 magazines directly from S&W. I'm still waiting for a response from the Warranty Repair Shipping Form email based system. I purchased two of them , using ammo from the same pack, one of them did not fail to fire any, the other fails to fire on the first attempt 2-3 times out of every 6 round magazine. I also have 3 M&P 15-22's with FTE problems.

So now I guess, I will spend 3 hours and $25 in gas driving back to the gun shop and try to get the S&W service tech to repair it.

OK, just called the gun shop and found out they are only looking at revolvers and have no parts onsite for repairs.
Is this typical for S&W products?

Not I'm my limited experience. My 1911PD had problems initially. Called Smith, with minimal hold time, and was told to send it in. I received a shipping label a few days later. Gun was gone about 3 weeks but now works great. Did not cost me anything.
Smith also sent small parts for my M&P at no charge. their customer service has made me a Smith fan.

I am sorry you are are having difficulties. To me service is equally if not more important as the product itself, be it firearms, cars, or computers.

Had to return Glock recently. They "upgraded" it at no charge, but I had to pay shipping to them. (haven't had chance to try it out yet).

__________________
Nearly Normal Mike, NRA Lifer

good news and bad news,
FTF seems to be a normal thing for the 380,(some, not all)
mine has been to S&W twice for this and a laser problem. my local gun shop was happy to send it in for me. the S&W warentee is topnotch, the wait is killing me to a point but it's not an uncommon problem.. send it back, get the factory to fix it. i have 6 hand guns so the BG380 being gone to S&W isn't hurting me just yet.

Just my opinion, but you don't want your local gun store/shop to fix your gun. Take the time to send it to S&W only and let them take care of it...as they will. And by the way, no one will cancel an order once it's reached shipping.

Did you try different ammo? I fired 200+ rounds through mine. I had zero FTF with 100 Winchester White Box, 50 Federal Champion, 25 Remington Golden Saber. I shot 50 Aguila brand, and that had a handful of light strikes (aka FTF), so I'll stick with the others.

I purchased a Bodyguard 380 in December 2012. Took it to the range for the first time on Friday of last week . I was using Federal 380 Auto (95 grain FMJ) ammunition. On round 37 the trigger failed. In addition, the slide failed to lock back after the last round was fired and ejected at least three times. I am taking the gun back to the dealer this week. I am considering trading it for an LCP.

Newer Smiths in my opinion aren't as great as the but none the less should be reliable and work. Smith's customer service and warranty policy made a believer out of me. All I had to do was get online and walla they sent me a shipping label no questions asked.Have you tried their website??Now that I think of it I sent a BG380 back for repair. Good luck and don't give up on Smith

It's possible that their service department is as overwhelmed as the manufacturing is. I'm here hoping things will cool off and return to some semblance of 'normal'.