MichiganScott
Member
Last time I sent something in, it took eight calendar days to get the shipping label and that was before the current craziness.
S&W CUSTOMER SERVICE; Some hope after all :)
- Thread starter jzinkel
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Last time I sent something in, it took eight calendar days to get the shipping label and that was before the current craziness.
Ibmikey
Member
The whole frustrating issue can be resolved by doing what I suggested eariler: put a letter of explanation inside the box and pay a couple of bucks to send it to them. Maybe they owe you a label but sometimes we must just bite the bullet and get on with life. Two pages of complaints is enough! Hopefully my comments will not start a written riot.
Gopher Slayer
Member
I would be pretty upset too.
If I was a S&W employee, I would just print the damn label and get it in the mail while I was talking with you on the phone. I worked in shipping for a few years. It would take five minutes start to finish.
The quality of the FCG's has been slipping, I hope the customer service doesn't do the same.
If I was a S&W employee, I would just print the damn label and get it in the mail while I was talking with you on the phone. I worked in shipping for a few years. It would take five minutes start to finish.
The quality of the FCG's has been slipping, I hope the customer service doesn't do the same.
Gyrene6891
US Veteran
So what happened with the call to manager?
OP
jzinkel
Member
Thanks. Should have 4-5 labels by now? They indicate getting the labels out in 24 hours is problematic. But they say it is taking just "2-3 day". It's been 14 days and counting. Regards, John
OP
jzinkel
Member
Waited on the line for over 50 minutes, got transferred to the "Manager" and was then "cut-off". I'll call again, and wait for an hour I guess? Regards, John
perfectcircle1
Member
First, ive noticed the title of this thread changed names a few times. Im guessing your angry. Second, I understand your frustration and Im truly sorry this nonsense is happening to you. Third, settle down. Relax. Your life doesnt depend on this firearm getting fixed. They will, at some point get that label to you. They are seriously backed up. Ive been through this before and its not like buying bread at walmart, its not going to happen quickly. As others have stated its Smiths current state of affairs, back from vacay, a mess with the shields, and an astounding increase in sales as of late. You, and your gun will be taken care of, trust me. Most of us on here have been through this, alot of us with this exact rifle.
OP
jzinkel
Member
Yes, might just do that. John
OP
jzinkel
Member
Thanks. Just not accustomed to such an ordeal. I have been in the customer service business over three decades and have never seen such a cluster. Every reps story is different. That is the frustration. Is it mailed? or e-mailed? or sent by pigeon? One thing is for certain, all the reps said they do not understand why the on-line request system was removed. They all indicated it worked perfectly prior. Regards, John
OP
jzinkel
Member
Newsletter
Funny, I get their weekly newsletters on time each and every week...............just got the latest one now. John
Funny, I get their weekly newsletters on time each and every week...............just got the latest one now. John
perfectcircle1
Member
I honestly would just wait a couple weeks until they get things in order, then try again. even though it sucks
OP
jzinkel
Member
Talked to Management
Waited another hour. Just talked to a Manager. He appeared quite upset with his folks after I gave him the run down. And he could not believe this situation. Apparently the reps incorrectly entered my e-mail address wrong; got everything right except they forgot the DOT COM portion. He had all my phone calls logged in (uses your "phone number" to track) so he knows who I talked to and when. Says I will get a label in one hour. Clock starts now. He also indicated that a lot of folks are just sending in units with no authorizations and it is making matters much worse. So, there are a bunch of issues going on there. He indicated this is not vacation related, or back-up related but new computer system related, after going off line with the old customer "on-line system", which he admits was effective. Regards, John
Waited another hour. Just talked to a Manager. He appeared quite upset with his folks after I gave him the run down. And he could not believe this situation. Apparently the reps incorrectly entered my e-mail address wrong; got everything right except they forgot the DOT COM portion. He had all my phone calls logged in (uses your "phone number" to track) so he knows who I talked to and when. Says I will get a label in one hour. Clock starts now. He also indicated that a lot of folks are just sending in units with no authorizations and it is making matters much worse. So, there are a bunch of issues going on there. He indicated this is not vacation related, or back-up related but new computer system related, after going off line with the old customer "on-line system", which he admits was effective. Regards, John
OP
jzinkel
Member
PICKED UP
FEDEX label arrived in my in-box within 10 minutes. Boxed it up, wrapped it up, and Fedex picking it up now. Maybe they can still convert me into a "believer"? Will keep all posted. Regards, John
FEDEX label arrived in my in-box within 10 minutes. Boxed it up, wrapped it up, and Fedex picking it up now. Maybe they can still convert me into a "believer"? Will keep all posted. Regards, John
TheMaineEvent
Member
Nice! Glad to hear you got things resolved and that you're finally getting to see a glimpse of the customer service S&W is known for.
RedNeck Jim
Member
Just as I said before, if your customer service rep doesn't give you proper service, go up the food chain. There is a reason they make the big bucks.
OP
jzinkel
Member
Yup.
Just glad part 1 is over.
Now part 2; fix.
Part 3; safe return and
Part 4; it works.
Regards, John
Another post said.....
Another poster indicated that S&W service is extremely backed up and that turnaround can take months. My theory is that they have been throwing guns out the door as fast as they can and a lot of them are coming back for fixing.
Another poster indicated that S&W service is extremely backed up and that turnaround can take months. My theory is that they have been throwing guns out the door as fast as they can and a lot of them are coming back for fixing.
OP
jzinkel
Member
Great. Agreed. Explains the tremendous growth in profits with probably little or no increase in staffing.
Regards, John
TheMaineEvent
Member
To be fair, I think every firearm and ammo manufacturer has been going all out and pushing staff and machinery to their limits since Sandy Hook.
John, give it a rest...we get it your upset, but it is starting to sound like a broken record. We get it...we feel for ya...but there is a difference in keeping us posted vs ranting. We all hope you get it sorted out, but Jeesh!
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