I called S&W recently, fully prepared to wait a while. I put my phone on speaker so I wouldn't have to hold it to my ear and then I set it down. Some time later, and in spite of the dreadful music, I dozed off. I woke up to some guy saying hello, hello and asking if he could help me. Why do I need help? I'm just taking a nap. By the time I realized what was going on, he had moved on to the next caller. Called back, got back in line, stayed awake this time and had my call answered. The gentleman who took my call handled the issue efficiently and courteously. Worth the wait.