A little attitude with S&W customer service

[Ronno]

I had bought an M&P 9 in the past few weeks. I never paid attention about the mags since there was one in the box. I was showing it to my brother in law the other day and asked how many mags did I get with it, 2 or 3? I said I only got the one.

So I called the shop where I bought it, thinking maybe it was out of the box there in the shop. Nope they said they never had the box open other then when I bought it. And it should have had two with it.

So I call S&W customer service, I tell the guy what is going on and he cops a major attitude like flicking a switch. He said then the shop where you bought it has it, I said no I called and asked. He let out a big loud sigh and asked, so what do you want me to do about it then? I said I would like to have what was SUPPOSED to be with the pistol. Then I said maybe one slipped by and only one mag was put in the box from the factory. He sternly said NO, THAT NEVER HAPPENS HERE so I said ooooook, you guys are perfect then, that is good to know.

Then he asked for my and info in a upset tone and says, I WILL send you another mag for it, sorry for the inconvenience and then he says right before he hangs up, Please enjoy all THREE of your mags.

I am not trying to get extra I just wanted to get what was supposed to be in the box, that is all. I understand people have bad days but someone that has to talk to people calling every few minutes needs to relax a bit...

 

[DeadWhiteGoose]

Sounds like they probably deal with a lot of fraud when it comes to extra accessories, especially magazines. I definitely believe you on your claim but I'm sure when they've heard it a million times before from people who are being fraudulent it has to get frustrating. I'm a waiter and you dont know how many times I've had people complain that their well done steak was too dry or burnt. Haha, it's hard not to explode on them. But either way I never do because if you're in customer service you just need to take the bad with the good. He should've been more understanding and let you explain everything fully without getting angry. Hope you get your "third" mag soon haha

 

[vista461]

I find it hard to believe the gunshop didn't open the box to verify the serial number and they should've noticed a mag missing

 

[uhlawpup]

What Vista said.

 

[D Rock]

I've only had to deal with S&W once for a warranty problem. It did take a couple of phone calls to get someone willing to send me a ship ticket but after that service was great.

If you got the name of the person you should call and talk to someone about it. I don't care how bad a day someone was having at S&W they should remember that you wouldn't be calling if your day was going great. They should take care of you then contact the store.

DWG, isn't it great when they eat the whole steak and then complain?

Dave

 

[2K7]

"Please enjoy all THREE of your mags."

Maybe he is sending you two mags...1 to make up for the missing one and an extra to compensate you for your trouble.

They have done this in the past.

 

[Rangel]

The store should have caught the missing mag. Not so much with brick and mortar stores but increasingly with on line, mail order outfits, they may get two or more magazines and only send you one. Of course they resell it as new, for a quick, shady $30+ profit to some other sucker.

The way a lot of companies, including S&W with some of their guns only give you one mag (ie BG380), some folks never know they've been gipped. I always phone in to on line outfits to avoid this, to check on things like exactly what gun sights and features will come with it and sometimes they'll even dicker a bit on price.

S&W customer service has been great for me, even sending me extra, unexpected stuff. Better than Santa Claus. Nobody is perfect, and even S&W service reps occasionally have bad days. In such a case, I'd call back a day or so later, talk to, explain to someone new your displeasure (politely) and I bet they make it worth your while.

S&W's lifetime warranty is the 'real deal' in an age where that's increasingly rare and they seem a little uncomfortable distributing and representing Walther USA, with the sorry, one year warranty that Walther dictates they abide by. In my opinion, they should ditch Walther, as by association I feel it sullies the S&W name.

 

[Maximumbob54]

I would be curious to know why the store wasn't more involved.

 

[Ronno]

Like I said in the OP, we opened it at the shop when I bought it but I also bought the 44mag performance center and a Kel Tec P-11 at the same time. I walked out with all three. So nobody really looked for all the mags.

I was not “smart” with the guy other than when I said you guys are perfect then, which was not in a smart tone it was more as a "Wow" that is good to know. I did not raise my voice or anything.

I will have to see what shows up here at the house, I’ll let you know

 

[JarE-3]

Along those lines: How long should it take S&W to fill an order for a pistol in general? My shop ordered me a .45 with a 4 inch bbl almost a month ago and they still haven't seen it. Should I keep waiting or try another store?

Sorry, not trying to thread hijack, but I am kind of concerned.

 

[WilliamG]

I sincerely doubt S&W forgot to put a magazine in the box. And honestly, it's your responsibility to check the product before you bring it home, right?

 

[bobkarno]

Along those lines: How long should it take S&W to fill an order for a pistol in general? My shop ordered me a .45 with a 4 inch bbl almost a month ago and they still haven't seen it. Should I keep waiting or try another store?

Sorry, not trying to thread hijack, but I am kind of concerned.

As I understand things, S&W would not be filling this order. I believe that gun shops use various distributors around the country and those distributors are probably not able to the gun you ordered at this time.

 

[remat457]

Purchaser should have checked before walking out the door, however, the shop should have checked too. Other manufacturers probably would not have sent you a mag. A little attitude? Yes, but I would consider yourself lucky, they are taking care of you.

 

[GKC]

Whether or not it was your responsibility to check the mags included when you purchased the gun, the CS rep was way out of line to speak to a customer the way he spoke to you. He could have politely explained that they are not responsible, cannot give you an additional magazine, or whatever...in a polite, respectful tone. Actually, I can understand how S&W can't just give a magazine to everyone who calls...but they can and should treat customers with respect.

If I were you, I would call back and ask to speak to a supervisor. Tell them how you were treated...not to demand something extra, but they need to know about and address this poor service.

 

[chuck s]

I have no reason to doubt the truth of the original post but can certainly see how this could happen.

Local gun dealers have a habit of removing magazines for separate sale and they're the last folks with the open box. It's advisable to know how many magazines come with the pistol before purchasing.

The customer is NOT always right! We don't know anything about this claim of a missing magazine nor do we know the tone of voice used. Starting the conversation off with "You bleeping guys ripped me off!" is a sure way to get the response given. And not noticing something as an obvious missing magazine for "a few weeks" raises the suspicion level immediately. (A "few weeks" is like telling the traffic cop you drank a couple of beers" when you really mean a 12-pack.)

Again, not saying I doubt the original post, but I can see how this could easily happen.

-- Chuck

 

[JarE-3]

As I understand things, S&W would not be filling this order. I believe that gun shops use various distributors around the country and those distributors are probably not able to the gun you ordered at this time.

Great. And I went gear happy...FACEPALM!

 

[Knightrider03m]

I find it hard to believe the gunshop didn't open the box to verify the serial number and they should've noticed a mag missing

x2

I've ordered 2 guns before and both times the shop opened it to see if the number matched, if the gun was how I wanted, if the gun was damage, and if the gun at everything inside the box.

 

[Sargeyork]

Shorting Mags

CDNN is notorious for this as they mostly buy closeouts and used guns hundreds or thousands at a time and if they were service pistols for security or police you know they were issued with 3-6 magazines minimum so they get all the guns and magazines and set them up for sale with ONE MAGAZINE and then they clean up the other 2-4 mags and sell them to make an extra 40-100 bucks per gun they bought. I think this is one reason they can offer such good deals on some guns because they know if you like shooting your going to want 5 or 6 mags(maybe more like me) loaded up when you go to shoot and hate having to reload just as your having a blast blazing away(I get excited just thinking about it). I have been told by reliable sources this is the way they(CDNN) does business as far as mags, I state tis not as criticism just sayin this is how they do it.

 

[Ronno]

Well today I got the M&P mag via FedEx, just one mag, no note or packing slip, nothing but the mag. At least now I have two like it should have had.

You have to understand when I buy I buy at least 3 at a time so it may very well be a week or two before I get the chance to go through everything. I did call the shop and they said they did not have it at the store. We DID open the box at the counter when I bought them but like I said I was buying three at the same time so the just checked the numbers with the paperwork and made the call. Should I have checked, yes I admit that. But when I DID check it was not there and I first called to check and could only go with what they told me which was it was not there at the store so my next option was to call S&W.

Regardless the guy should have at least been a little more professional on the phone. I understand people have bad days, heck I have them also but if your job is customer service on the phone then you better leave the attitude at home. I am not going to call and complain as I do not want to get the guy in trouble.

He DID send me the mag so I am ok with it. I was a little upset when I wrote the OP as I looked at it like I was being called a lair but I am over it now. He got to vent some over the phone and I got the mag.

 

[Rangel]

Yea--somebody screwed up somewhere and while I doubt it was the S&W factory, it does sounds like the S&W guy was a bit snooty. Nonetheless, as reported, it it was a class act on your part not to call S&Wand maybe cause him grief with his 'superiors'. At least no nastygrams got sent back and forth. Maybe his wife overstarched his underwear that morning--I have to hide the spray starch at our house, so I can relate.

I would have probably lost my religion and said something really wicked to the service dude. (or wished I had after), but you took the higher road...

"All's well that ends well"