Irate with Smith & Wesson. Done with them.

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Rpg said:
I'm not happy with OP's treatment here.

I read OP's earlier posts to indicate that he had an xp, wanted to sell it (probably did to buy the highly touted shield ) and then got a shield he thought was great until he discovered his shield was part of a recall.

Sent the shield back to mamma Smith, was promised a quick turn around and a return phone call and got neither!

The Smith folks, probably overwhelmed with returns (not only defective shields but canted barrels and funky barrel shrouds, etc) wouldn't give him the courtesy of a straight answer about return time or return his call!

I understand Smith is busy sending out defective firearms, doesn't want to pay overtime to service their products and hopes the OP will get beat up on the forum for not having lots of firearms

And lots of loyal Smith folks will hammer him for being unsophisticated enough to like their product without a through test (haven't any of us old coots bought a firearm, been thrilled with it and then discovered some failings? I know I have. )

Don't you think Smith returning his call (which they promised to do) is minimum courtesy? Doesn't Smith owe him (and it's other customers - you and I) straight answers?

Time for Smith to pay some overtime (1 1/2 the hourly rate for those CS folks can't be more than $13.00 per hour - they aren't skilled artisans - those employees got laid off years ago) and show some professionalism dealing with their customers.

I love S&W products - the ones produced by S&W before the takeover and 2000 sellout. Wouldn't dream of buying a later production.

But not everyone knows the difference.
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I am finished with Smith & Weasel too. Around The beginning of July 2012 I ordered a new barrel for my PC Model 41. And what was delivered to me? The run around, lies, and promised return phone calls that were never made. Last year I spent close to $4000 on S&W fire arms. No more.
 
Good luck with Glock... And their "customer service" & limited warranty, of which there is a very good chance you'll need considering all the BTF problems they continue to be plagued by... Grass ain't always greener on the other side (I'm an admitted former Glock fanboy).

I'll say this, let this be a lesson to you to have more than one gun you could rely on and always inspect your gun well before taking possession of it (had you inspected your pistol thoroughly at the store you would have avoided this issue to begin with). All my Smith's run like sewing machines, you had bad luck (it can happen with any manufacturer) and now you're acting like a spoiled brat. Good things come to those who wait.
 
I really don't know what the problem was in the handling of problems of the firearm. I was just stating how well I was treated by the Smith and Wesson Service Department. I am not condoning nor am taking up for poor service. There are individuals that have bad experiences in restaurants, retail stores, auto dealerships everyday. If management is not informed how can they address the problem. Smith and Wesson has a great reputation in the industry and if we assume management is aware of this problem nothing would ever get resolved. Always contact management with any bad experience, if they chose to ignore it they will suffer the consequences.

Be Well
Ted
 
Rpg said:
Don't you think Smith returning his call (which they promised to do) is minimum courtesy? Doesn't Smith owe him (and it's other customers - you and I) straight answers?
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Absolutely, it's a courtesy, and nothing more. Ever consider that a customer service rep spends the majority of their day on the phone, taking multiple calls from impatient people? Sometimes you get lost in the shuffle, sometimes they lose track of time and can't get back to you, sometimes you get one who drops everything just to help you until you're satisfied (we all want that one!). Could be that the particular reps he spoke to were having a bad day and didn't want to really deal with it. Happens all the time with many customer service departments in any number of companies. It's a good bet that when he was "promised" a quick turn around, that once they got the gun, they had many more that were sent in, which skewed their turn around time.

I'm not a S&W loyalist, I have guns from several different manufacturers, Glock included. He's free to choose any gun he wishes, but to dump a product that he claimed was far superior to another product, (for that latter product) just because of one CS experience? Makes no sense.

As far as I can tell, nobody here is really beating the OP up over not having more than one gun, only for being hypocritical. (i.e. says he only has the Shield, but also states that he has a full-size M&P 40. States that he won't trust his life to a Glock, then makes the "desperate last-ditch" move to Glock based on having to wait 2 weeks for a gun that he doesn't (does) have a backup for, etc.)

I do hope the OP reads the warranty differences that I posted above. And though I highly doubt his CS experience with Glock will be the shining star that he's looking for, I do wish him the best of luck.
 
Rpg said:
I love S&W products - the ones produced by S&W before the takeover and 2000 sellout. Wouldn't dream of buying a later production.

But not everyone knows the difference.
Click to expand...

Yes, it is indeed apparent that "not everyone knows the difference."

All this time, I thought the "takeover" and the "sellout" was in 1987 when Tomkins PLC and the British bought S&W. Remember that S&W under that regime cooperated with the Clintons nearly to S&W's demise. S&W's "agreement" with the Clintons was signed in 2000, but that occurred while Tomkins owned S&W. (I presume it is that event - the agreement with the Clintons - to which you refer as the "takeover" and the "sellout.")

Did you know that S&W was purchased from Tomkins PLC and returned back to American ownership and pro-gun management in May 2001 and that S&W is no longer owned by "the enemy?" It is not readily apparent from your post that you realize that fact.

So, what is it again that causes you to say you will buy no more guns from S&W?

Thank you.
 
Der Biermeister said:
Why would you send the gun in when the alert was quite clear as to how to check for the problem? Takes all of about 10 seconds to do the check.
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I checked, and mine was affected by it. In a BAD way. the swinging trigger piece would not come back to its desired position unless I pushed it back.
 
Mcwsky09 said:
The op did say his was badly affected.

Not sure what their backlog is like and how many folks there are working overtime etc but these are trying times for many when it comes to firearms. I would think you'd be happy that they are fixing an issue before it has a chance to have a negative effect on you. I do understand your frustration but S&W is not responsible for your decision to have only this weapon available to you for work and I don't think any safety recalls ever include any compensation for loss of use of the item while being repaired etc.
not trying to dismiss you concerns or even defend S&W (I do not work for any firearm related company and have not had any personal dealings with customer service at S&W).

I would document your experience to the extent possible and try to talk to a supervisor or send an email at the very least to get resolution and perhaps some explanation and maybe even some token of apology such as a free magazine etc.
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I have sent two emails, and have had no response to them. I forgot about them.
 
The members here amaze me to no end. I read thread after thread talking about poor quality issues with their S&W handguns and terrible customer service, but its like Smith-Wesson is the greatest thing ever. You bash everyone for having a complaint and blame the owner for poor quality and horrible customer service. I have been a gun owner for over 25 years and own many handguns, including many S&W. My 3rd gen pistol is great, but my M&P is not. For example, Smith-Wesson triggers are terrible, but buying aftermarket components fix it. Why would a high quality gun maker not have the best components to start? The minute someone complains of feeding issues, or magazine problems for example, someone needs to bash him, blame the issue on owner error and report how bad Glock is. There is numerous quality issues with Smith-Wesson, maybe not your individual gun, but many problems. Yes, Smith-Wesson offers the greatest warranty, but with so many people with customer service complaints, there is a problem, and probably not with everyone reporting an issue, but rather with Smith-Wesson. Just because you might have had a positive experience, doesn't mean there isn't major problems with customer service.
After many years I recently bought my first Glock and I now understand all the hype. The gun is extremely accurate out of the box, great feeling trigger (no need to polish or replace anything) and easy to disassemble. Subjectively, the gun is comfortable in my hand and conceals well. Is it the best gun ever? Of course not, but the quality of the gun is as good if not better than the S&W. Yes, I feel my Glock is better quality than my M&P.
It seems everyone here is protecting their sister from her ex-boyfriend. Well guess what guys, she might just very well be a slut, if you get my parity.
 
Hi
Its painfully obviouse to me the NYHawk and FallHunter are Glock fanboys (I own many glocks and like them alot)
But to trash S&W for a few minor issues with a few shields is crazy to me. Personally,I think glock trigger are horrible i alsway have my glocks worked on. Their customer service is OK, they take a very very long time for repairs. ( I live about 1hr and 30 min away from S&W so i am able to drop off my guns for repair, so i really cant bash glock to much there)

What it comes down to is what fits you and your needs, a gun is a tool to get a job done.
just my 2cents
 
We only bash the people that come across as trolls... People looking to raise a big stink over nothing.

The whole story is just too fishy to believe.

He has a gun he uses on the job, but has never fired the gun?? Strike one.

He only has one gun and had to send it in, but wait, he has a M&P40? Strike two.

He has said he will never own a Glock, but now says he will buy a Glock? Strike three.

He says the Glock is only 1/4" thicker so that's unnoticeable when carrying, but his M&P40 is too big? Strike four.

He said his Shield passed the trigger test, but suddenly it doesn't? Strike five.

Sounds like a troll to me.... ;)

.
 
Lost Lake said:
We only bash the people that come across as trolls... People looking to raise a big stink over nothing.

The whole story is just too fishy to believe.

He has a gun he uses on the job, but has never fired the gun?? Strike one.

He only has one gun and had to send it in, but wait, he has a M&P40? Strike two.

He has said he will never own a Glock, but now says he will buy a Glock? Strike three.

He says the Glock is only 1/4" thicker so that's unnoticeable when carrying, but his M&P40 is too big? Strike four.

He said his Shield passed the trigger test, but suddenly it doesn't? Strike five.

Sounds like a troll to me.... ;)

.
Click to expand...

I think the "strike one, strike two. . . " thing is certainly a great literary play in light of the original post.

And you even gave five strikes!

That said, what happened to "three strikes and you're out?" :)
 
I own a few S&W's and had the one that had to go back.. 11 Day turn around.. I've had em send me parts at NO COST (extractor) & (Mag release)..

Other than that,, through the years of owning S&W,, No other problems ; )
Y/D
 
fallhunter said:
The Glock is only .24 inches wider. Not going to notice that.
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fallhunter,
That 1/4" difference is really quite large when talking about a grip. Have you held each of these side by side?

NYHawk said:
The members here amaze me to no end. I read thread after thread talking about poor quality issues with their S&W handguns and terrible customer service, but its like Smith-Wesson is the greatest thing ever. You bash everyone for having a complaint and blame the owner for poor quality and horrible customer service.
Click to expand...
This is simply not true. Sure, some guns have had issues. The overwhelming majority that have politely asked about it have received quality help from this board. Does it really surprise you that S&W owners, on a S&W board, will take offense when someone comes here and just bashes S&W?


NYHawk said:
... Smith-Wesson triggers are terrible,...
...I recently bought my first Glock...great feeling trigger...
Click to expand...
See, now here's where you lost me. Glock trigger is great? No, the Glock trigger has a ton of slack, creep and over travel. The M&P factory trigger isn't any better, but to say that the Glock is "great feeling" tells me you don't have much experience with triggers. But, you have 25 years of experience with guns so, you should have a lot of experience with triggers. That's why this is such a confusing statement.

fallhunter,
I'm sorry you had such a poor experience. However, I have to ask, what is your profession? Who do you work for? It just seems weird to me that you absolutely have to have this gun for work, but can send it in for repair without a back up. Do you just take vacation days while it's off for repair?
 
Bummer.

In any venture, there is going to be a percentage of loss. I don't care if it's a hot-dog stand or an automobile manufacturer; some percentage of merchandise will not be up to snuff, and some percentage of customers will not be treated in the ideal manner. I think this has been amplified recently with gun manufacturers over the past year. Demand has increased to "ludicrous speed" (to quote Dark Helmet). :D

Speed is not inherently dangerous, however, speed will amplify mistakes exponentially. For example, if company A were producing one bad-apple per one-hundred pieces under normal conditions, doubling that speed doesn't mean two bad-apples per one-hundred; it means four or five. Everything since 08 has been in high gear, and since December 2012, things hit the afterburner. Companies are still trying to catch up from last winter and spring - when they literally could not make them fast enough to satisfy demand.

It's bad whenever it happens, and no fun for the person on the receiving end - in this case you - the end user. Sorry it happened to you in this one instance, but I wouldn't toss the whole company under the bus for this one example of less-than-satisfactory performance under this current market. Gen4 Glocks had their share of issues as well, and while it's harder to see because they don't produce the volume, I'm sure even the vaunted HK has their own problems.

I feel confident that if you explain your problem in a calm and rational manner, exercise a little patience, and use the chain of command, S&W will make this right for you.

Best.
 
I had a small issue with a s/w revolver and also a sig. Both sent the parts out quickly. If I remember sig took about a week or so and s/w took 3days. Very satisfied with both. Now if SA could get my xds back I would be happy with them also. In my case customer service was very good with both sig and s/w except for the long holding time on the phone.
 
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