Poor customer service, quality control = Immediate Return

[Frank Bullett]

SW Thread

I am a S/W first timer. Been a Ruger guy but decided I would try the 1911 E-Series/SC with the Bobtail configuration. Does S/W have any quality control? I am sending the gun back in without firing a shot. From the rear sight set screw being put in crooked (can’t remove or move it) to the slide lock latch being impossible to release when engaged. They only way to disengage is with it in your lap and a wooden stick. The Scandium Alloy-Black Anodized Finish is spotty and has white spots where it did not “take” and is so “tender” and easily scratched, that it acts like they used a can of black flat spray paint. Unfortunately, I had to order this and pre pay, sight unseen, due to lack of availability.

Four calls to customer service resulted in employees who have no idea what so ever. Three could not even find a part # for an extra magazine. Then I got a manager who’s excuse was they had a lot of new people and the gun was so new they did not have a parts list. I think its been around for over a year in non-bobtail form. I’m Stuck with it or sell it at a loss. Is this their new quality standard? The Ruger is less than ½ the price. Customers who spend close to $1500 on a gun deserve better.

 

[old bear]

Customers who spend close to $1500 on a gun deserve better.

Yes they do!! it's frustrating at best.

I hope S&W makes it right for you.

 

[Sebago Son]

I'll not defend S&W in this case, but Ruger's reputation isn't stellar either....

One of the reasons that I haven't bought a brand new gun in 12 years...

 

[StatesRightist]

You are not stuck with it, send back and have it fixed under warranty, then sell it if you are unhappy with it.

It sounds like you got a bad gun, that stinks. I would not have accepted it from the dealer in that condition. The dealer, whoever it is must not be much of a seller or they would have never sold it to you.

Judging an entire gun line by one gun though is off base, though I understand you anger. All mass gun manufacturers make some duds, that's unfortunate, but true.

 

[Oldnoob]

Do you have any picture of said pistol?

 

[PA Guns & Ammo]

to the slide lock latch being impossible to release when engaged. They only way to disengage is with it in your lap and a wooden stick.

This may be a stupid question but did you have the magazine in it when you tried to release the slide?

James

 

[Arthury]

I bought their Performance Center 1911 a couple of years ago and it broke down in the middle of my state championship. I would not blame it fully on S&W because it was my fault for not inspecting the pistol completely before a competition. But, still, it was a pistol that was less than 6 months old and one would not expect such a thing to happen to a PC gun and it did. I sent it back and they fixed it. Talk about wound, now that's a wound.

One thing I learned from this incident is to buy a gun from a manufacturer who is famous for that type of gun and for that matter, anything you buy. Pick a manufacturer who is legendary and really dominant in this type of gun. For 1911's, the 2 largest and most dominant are Kimber and Springfield Armory. I wouldn't say that they produce 100% fault-free products but I can bet that there are less problems which I would consider basic to crop up in their 1911 products.

 

[Gasman1972]

Springfield Armory...OK...maybe so

Kimber? No thank you

Colt...definitely!

 

[Sebago Son]

Colt...definitely!

Absolutely Correct.

 

[Fercho64]

IMO its hard to tell if the gun left the factory in that condition, If you follow my drift!! And I am not refering about you, just many things could have happened.

I am sure that with it being new they will take care of it. Best of luck and give the guys a chance to service you.

No need to bash any other brand, this is about S&W and this man spend his money in good faith. I would be upset myself.

 

[SixGunHunter]

I feel your pain and it sucks that you got such a bad firearm.
S&W 1911's are very hard to get. One of my favorite GS's can't get them and they have been trying for over 6 months.

Did you buy it over the net? Good luck if you did.

Plus 1 StatesRightist!!!!!

Plus 1 for Colt.

 

[mbliss57]

Frank that is a bum deal. Send it back under factory warranty. That doesn't excuse the poor quality in the 1st place. But it's your only avenue to make the gun right so you can either sell it or enjoy it. Pics would be nice so we can see how bad that finish is. Maybe someone at least can explain what happened. Even if it's still a bummer for you. Good luck.
BTW I bought a new Ruger SR9C in December and had to return it because it was faulty. It happens. Not fun when it does. No excuses for any company.

 

[vytoland]

I’m Stuck with it or sell it at a loss. Is this their new quality standard? .

not true......contact S&W and tell them the problem. S&W will stand behind their product and make it right. give them a chance before bashing.

remember, there is nothing perfect in the world.

 

[scooter123]

I bought their Performance Center 1911 a couple of years ago and it broke down in the middle of my state championship. I would not blame it fully on S&W because it was my fault for not inspecting the pistol completely before a competition. But, still, it was a pistol that was less than 6 months old and one would not expect such a thing to happen to a PC gun and it did. I sent it back and they fixed it. Talk about wound, now that's a wound.

One thing I learned from this incident is to buy a gun from a manufacturer who is famous for that type of gun and for that matter, anything you buy. Pick a manufacturer who is legendary and really dominant in this type of gun. For 1911's, the 2 largest and most dominant are Kimber and Springfield Armory. I wouldn't say that they produce 100% fault-free products but I can bet that there are less problems which I would consider basic to crop up in their 1911 products.

Kimber??? The company famous for it's 800 round "break in" and blaming limp wristing for every defect. NO THANK YOU.

Now, Springfield Armory builds a very good 1911 and has a sterling reputation for customer service. However, their 1911's are darned difficult to find and the waiting list for one ordered can be long. As a result of this you have to shop at a big box retailier like Cabela's and pay a premium price.

My choice oddly enough was a Ruger SR1911 and I am quite satisfied with it at this point. Well made, accurate, and perfect reliability out of the box for it's first 200 rounds today.

As for the OP's issues, Smith & Wesson has a very good reputation for customer service. Unfortunately, EVERY gun maker of quality firearms is currently getting SLAMMED with demand, to the point were Ruger has stopped taking orders for new product. One result of this is that quality issues will be more common. It's a result of manufacturer shipping product that is a bit borderline in some cases. In other cases it a result of quality control people having to deal with a workload that has basically been doubled. End result is that more lemons will get shipped.

Good news is that S&W does have an excellent reputation for fixing it's mistakes and they also have a reputation for doing it quite quickly. Send you gun back and they'll refinish the frame, install a new rear sight and likely have it back in your hand in under 3 weeks. However, I'll warn you right now that the black finish on S&W's Scandium frames has a reputation for spotting. I suspect that it's sensitive to some solvents and would recomend you only use dish soap on your frame.

 

[Fastbolt]

No excuse for a miss-threaded screw. I'd return it for correction/repair. They'll make good on it under their warranty service (and not charge you for shipping & insurance like most other firearms manufacturers).

The 1911's (except for the PC guns) will be forwarded to Houlton for repair. (Like is generally being done with the 3rd gen's returned for repair, as well as the .22's and licensed Walther PPk's.)

If you're trying to release the slide stop lever from the up/engaged position with an empty magazine in the gun, it's normal for it to be very difficult to push down. (My SW1911 and most of my Colts do the same thing, and they're all in normal/good condition. (I don't release the slide to run forward on an empty chamber, anyway. Not on 1911's. Old habit. Only when there's a magazine containing ammunition in the gun - for normally feeding/loading the chamber - and then the slide stop lever ought to be able to be depressed with normal pressure, as intended.)

It's been normal for the company not to list the SW1911 parts in the publicly accessible parts lists.

Also, bear in mind that you're probably talking to one of the 15-30+ people manning the Springfield customer service desks (depending on the day), and the SW1911/E series guns are made and serviced in the Houlton factory. When you call the general customer service lines you never know if you're getting a long-time experienced employee who may have formerly worked in production, assembly, training, etc, or a relatively new employee (with maybe no firearms experience or other company background) who has to field questions for not only their firearms, but all their other services and products.

 

[Fishslayer]

I'll not defend S&W in this case, but Ruger's reputation isn't stellar either....

That hasn't been my experience, nor is it the general consensus on any forums I belong to...

 

[StatesRightist]

You can Google and find several pages of internet posts questioning Ruger's quality lately or any other manufacturers for that matter, try it. I'm not saying it's a fact, but QC seems to be the latest rage point for them all. There are multiple strings of articles on Ruger's quality issues on THR and Firing Line among others.

I don't bring this up to down Ruger, they make great guns IMO. I bring it up to say QC issue claims for S&W, SIG, RUGER are like the dreaded lock failure discussion. A whole lot of hype around a statistically insignificant issue. They happen, but at no where near the level internet lore would have you believe. JMO.

 

[jstanfield103]

I believe S&W will make it right also. When you send it in please keep us informed on what happens and how the gun turns out.
Thanks for the post.

 

[Fastbolt]

BTW, I'm a longtime Ruger owner & enthusiast. I still have have the Ruger Standard .22 pistol my father gave me when I was young. I've owned more Rugers than I have any other brand of firearm.

Their firearms are still just machines, though.

I've had to have more Rugers returned for repair, or had to repair them myself, than any other brand of firearm I own.

The first Ruger I bought for myself (instead of being gifts from my father), a '73 Super Blackhawk, had to to be returned for repair. My KP90 required a new slide (improper heat treat, I was told) ... my Redhawk a new hammer, cylinder & trigger assembly ... a Mk II Bull Barrel had a problem ... a couple of Security-Sixes & Blackhawks ... a SP101, and those are just off the top of my head at the moment. More of them worked as intended and were fine, but I had issues with them periodically. Not surprising, considering I was buying so many of them.

I know another instructor who had to return a M77 for repair.

I haven't bought a new Ruger firearm since back in the 90's, but I'd hope they're QC hasn't gotten any worse.

Ruger has always been pretty good to deal with for warranty issues, and I'd rate them right up there with S&W for the quality of the customer service (both being among the very best in the industry).

 

[waffenmac]

That hasn't been my experience, nor is it the general consensus on any forums I belong to...

I have to agree I have used both S&W and Rugers CS to have warranty issues delt with and both were steller in repairing said guns.