I'm heartbroken (no pun intended).

This is my primary home protection weapon and now I've got a brick. And, I love this gun!

Less than 2 years old (bought NIB). Maybe 500 rounds through it and haven't shot it in about 2 months. Cleanings about twice a month since the last firing.

NEVER had any problems prior to this.

Usually do a function check once a day or so. Remove the magazine, rack the slide, make sure chamber is clear, pull the trigger...only this time there was no click...no nothing.

I knew something was wrong. Broke it down and the first thing I noticed was the striker was moving a little without putting any pressure on it.

Removed the plug and extracted the striker assembly and the firing pin was broken right in the middle!

I'm a first time pic poster so bear with me...don't know if they'll show in the post or be attachments.

Anyway, I've called Smith twice and have yet to talk to a human. I've also sent them an email with pics (no reply yet).

What can I expect? A replacement firing pin/striker? Ship pistol to Smith?

I'm really bumming here...sigh...

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Keep trying to get a hold of S&W on the phone. They will send you a box and do the repair. They generally don't answer email.

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J.D. Roy

when I called about my recoil rod wearing funny on my sw40ve, they told me to send the gun in, but I ask could they send me one. I had it in 3 days no charge

where you using snap caps for your function tests?

Sent you a PM.

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Ret LE Firearms inst & armorer

Had the same problem as you CMAY, only with my M&P9c. Called S&W and they asked if I
could replace it myself, I said "yes" and they sent me a new striker assembly. He also told me not to dry fire it. This also happened to me with my Sigma 40 cal. twice, same problem.
I did dry fire alot with both guns but no more!! Hope this helps.
Jim

I don't do much dry-fire with striker-fired pistols, myself.

I look at it like it's one thing to dry-fire a center fire handgun in which the tapered firing pin passes through a hole in the breech face without actually slamming into the steel slide, but I tend to think it might be yet another thing to dry-fire a pistol where only the tip of the striker/firing pin passes through the firing pin hole in the breech face but the mass of striker body slams up against the rear of the breech face each time.

I just feel better not having the front flat surface of the striker's mass constantly hammering against the back of the slide's breech face when there isn't a round/primer (during live fire) or a snap cap under the striker.

Just my thoughts, though. I've certainly gotten my chance at performing uncounted dry-fire with other pistols which use tapered firing pins. Sure, a little bit of dry-fire to become accustomed to the trigger pull and do occasional bench checks during an armorer inspection, but I don't do an excessive amount of dry-fire with my Glocks, SW99's or my M&P's.

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Ret LE Firearms inst & armorer

Here's the latest...

Broken striker on 7.12.09

Left 2 voicemails and 1 email on 7.13.09

No voicemails were returned.

Rcvd email response 7.15.09 saying to respond to service department

Called service department on 7.16.09 and was told Fedex labels would be sent (let it me known that my mailing address and physical address were different)

Have not seen anything as of today, 7.27.09

I'm pretty disappointed at this point and am leaning toward a 3rd party replacement if I can find one.

Any suggestions at this point?

Not confident in S&W at this moment.

7.29.09 - Still no Fedex labels

7.29.09 - Another voicemail to Smith Customer Service

This is not the customary S&W Customer Service that most of us have become accustomed to. I don't have an explanation, but I would be discouraged also.

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Regards,
Russell

If you know how to take it apart that well, just ask S&W to send you two strikers (one extra, just in case) and install it yourself.

Yea, that's the thing.

I did ask them the first time I talked to a human being.

Said they couldn't do it...asked again tonight when I left a voicemail...

For future reference, if you have a warranty issue, contact Frank Smith at LSG Manufacturing:

LSG Manufacturing
10059 Hwy 1476
Comanche, Texas 76442
(325)885-2700

They are a Factory Authorized Service Center for S&W firearms. In my experience, their service is second to none, including their service over the telephone. Their turn-around times are exceptional as well.

ETA - Here is the web address for LSG: http://www.lsgmfg.com/index.htm

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NRA Pistol,PPITH,PPOTH&TASER

cshoff beat me to it! If Frank at LSG ever retires, I think I just might as well get rid of all my S&W guns!

The last time I dealt with him, I emailed him about the trigger on my SW9VE (well, duh!) and he responded with his FedEx account number so that I wouldn't have to wait for him to send me a shipping label. I sent it out on a Saturday and had it back the following Thursday. And to top it off, he apologized for taking so long!!

Scott

1. Why does S&W not sell the Sigma striker through Brownells, but does sell the M&P stricker through Brownells?

2. Where are the aftermarker Sigma strikers?

My guess is that is has more to do with Brownells than it does S&W. Brownells keeps fast moving, profitable parts in their inventory. I suspect the Sigma striker assembly does not meet that criteria.

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NRA Pistol,PPITH,PPOTH&TASER

Discouraged isn't the word I would use any longer.

Disgusted would be the new word I would use to describe S&W Customer Service.

Talked with a customer service rep this morning. HE said Fedex was contacted on 7.15.09 to deliver labels to me.

Have not seen Fedex or any labels as of today, 8.05.09.

CS asked for my email address to send labels via email this morning, so I ASSumed I would see an email from S&W this evening when I got home.

NO SUCH LUCK.

Anyone want to buy a Sigma? Keep in mind it doesn't have a striker and I can't seem to get anywhere with S&W.

It may be the last weapon I purchase from S&W.

This is completely opposite of my experience. When my extractor broke on my 9VE last summer, I emailed customer support and received a response within 24 hrs. They provided a return authorization number, shipping instructions and they paid for the shipping (w/insurance). Received my sigma back within a week.

As this is my first experience with Smith CS I am deeply sorrowed.

I have been without my weapon for almost a full month now, and it doesn't seem to be getting any better.

After hearing that S&W would SEND a striker (or 2) without having to "FIT" it to your specific weapon I have to wonder if some of these posts are for real...?

Liability? Give me the waiver...I will gladly sign it.

I don't want a lot. My striker for my SW9GVE broke in half...I want a replacement...simple as that.

If the company I worked for took this long to service a customer we would no longer be in business.

NO EXCUSES!

No, it is not excusable. I would call and ask to speak to as many supervisors as I had to in order to get the problem resolved. I hope you get it resolved soon.

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NRA Pistol,PPITH,PPOTH&TASER

I guess S&W customer service is the greatest thing since sliced bread for some members of this forum. I had a minor problem with my 40VE about 8 months ago. The body plug that fits into the underside of the magazine well/pistol grip butt fell out and vanished during an afternoon of shooting. I E-mailed S&W for a replacement. After not hearing from them for a month, I sent them a letter and explained what part I needed. I received a phone call at home to call "so and so" at S&W. The following day I called the number provided and was told that that "he" wasn't there, but what could they do for me. I explained that the 50 cent (guessing) plastic plug fell out of my Sigma. While it's not required for normal gun function, I'd like to get a replacement. The gentleman told me I'd need to ship the gun to Springfield. For a plastic plug?, I asked. Yes, he said, I'll transfer you. I hung up. Around May, I E-Mailed S&W customer service again. I received an E-Mail with an order number that would be shipped when the part was in stock. Last week, I E-mailed their E-mail back to them and asked if the part were in stock yet. Two days later it's in my mailbox. I think S&W customer service is probably very busy- what with mass production during this firearms boom- and the service you receive is contingent on the employee you speak to or responds to your request. Shoot, back in the early 90's, I wrote S&W a letter requesting the price and stock number of a recoil spring for an M639 I bought used. They sent it to me free of charge. Can't really complain with a company like S&W. Their dealing with me back then (1991) made me a loyal customer who has purchased 5 S&W (3 new) hand guns since. I think getting the right employee is the key, but persistence works.

As of today, 8.11.09, I have seen no Fedex labels (after 2 emails saying they would EMAIL Fedex labels).

This is 29 days since my weapon broke.

29 days and NO ONE from S&W has attempted to get to the bottom of why I am not being helped.

Simply PATHETIC.

No (as in NONE) voicemails have been returned.

This is customer service HELL.

Even sent a letter to S&W HQ, but even they haven't responded.

No more S&W weapons for me.

I would be ashamed if I was Smith&Pathetic.

How many phone calls or emails do you have to make/send for a company who offers a lifetime warranty to respond to a CUSTOMER?

29 days and nothing?

That is not customer service to me.

FAILURE is the only word that comes to my mind.

I have called Smith & Wesson literally dozens of times over the last few months and EVERY TIME got to speak to someone. You haven't gotten to speak to a human in almost a month? Sorry, but I call BS on that. I notice all your posts in this thread were made in the evening or early morning hours and I suspect you left out the small detail that you've been calling S&W after hours. Can't get anyone? The last time I spoke to a S&W rep was on Friday, just 5 days ago, when I ordered a couple of extra magazines and some small parts for my 1026 and 1076. I've never had a problem getting to speak to someone at Smith & Wesson and it's not because I'm really lucky. You just have to call when they're open.

I know this is the electronic age and all that, but leaving voicemail and sending e-mails is not always the way to go if you really want to get something done.

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Steve
NJ State Trooper (rtd)

I wouldn't fly the B.S. flag on CMAY as I've experienced the same thing with customer repair service. You ordered magazines and parts, that's not customer repair service. Any company is on the ball when it comes to selling you product. Repair costs S&W time and money. My 8 month runaround for a small plastic part involved calling during business hours, e-mails and U.S. Mail.

The customer support people you order parts from are the same people you're talking to when you inquire about repairs, but that's beside the point. My real point is this, if you want to speak to a "human" there is no problem doing so. If I call right now, I have no doubt that I'd get to talk to a customer support rep. When I recently sent in my Model 1076 for repair, it was returned to me exactly 4 weeks and 3 days later. Each time I called to check on its progress, I got to speak to customer support and got an update. There's no way in hell that ANYONE could call for a month and never get through to someone. If that's the claim, then I do most emphatically raise the BS flag.

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Steve
NJ State Trooper (rtd)

All I'm posting is what is happening.

What the heck would be my reasoning for BS'ing on this forum?

I own one handgun. A SW9GVE.

I have a broken striker.

I want it fixed per S&W Warranty.

That is all I want.

I've been told that shipping labels have been dispatched (email only).

Haven't seen anything...as of today, 8.12.09.

I've heard from both sides...people get through to CS all the time...people never get through to CS...my brother gets through, but I can't seem to...

Yes, I am extremely irate, disappointed, and disgusted with S&W CS.

Don't call BS on me until you know exactly what I'm experiencing.

I'm glad you have always been able to speak to a real person, but don't disregard those of us that NEVER get to talk to a human at S&W.

Why not get your brother to call for you?

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Steve
NJ State Trooper (rtd)

I will repeat...

Call LSG Manufacturing
(325)885-2700

He gave me his FedEx account number. There was no waiting for him to send me a label.

Scott

It has been nine weeks, what is the update? Has S&W sent you a new striker (or two) or have they sent you a call tag to return the slide to Springfield?