Customer Service Rant

[Jboutfishn]

Good news, out of 8 S&W firearms, I have only had a very minor issue with one of them, a Shield 9mm. Bad news is S&W seems to be unable to perform on their own word.

I posted a month ago about issues with the RSA. Following the instructions of a Tech on the phone, I got strong with the slide to reassemble the Shield which ended up bending the RSA. At that point the Tech said a new RSA would be sent out and gave me an order number. Two weeks later I called customer service with order number and was told the part would be mailed out the next day. When the part did not arrive after a week, I called today and asked about the order number. Today I was told the part was scheduled to be picked up tomorrow. I asked did that mean the part would be sent out tomorrow? I was told "it will be mailed tomorrow".

Waiting to see what next week brings. On the positive side the Shield has functioned without issue, seemingly unaffected by the bent RSA.

Seems there may be a bit of confusion within the different groups at S&W, just sayin........

 

[Edmo]

Sorry about your experience... It can test your patience.

I spent four months waiting for a replacement revolver only to have to send it back for repair of issues which should not have left the factory. At the five month point I got it back and all was good.

It will be fixed and soon it will be back in your hands.

Edmo

 

[Jboutfishn]

You are more patient than I. I can understand a longer wait when replacing a firearm, but waiting for a part for a weapon in production tests my patients, especially when the part was promised weeks ago.

 

[Rick_A]

A bent RSA base is a common thing for new owners to do, and is a cosmetic problem, anyway.

It'd take seconds to straighten out.

If it isn't placed just right on assembly that'll hang things up.

If they were charging you for it, there'd be reason to complain. Don't look a gift part in the customer service department.

 

[mafbloggerdanny]

A bent RSA base is a common thing for new owners to do, and is a cosmetic problem, anyway.

It'd take seconds to straighten out.

If it isn't placed just right on assembly that'll hang things up.

If they were charging you for it, there'd be reason to complain. Don't look a gift part in the customer service department.

that's true but they DID say they were mailing him a new one and they failed to do it when they said they would 3 times now. It's just not a good sign.

If his old spring was broken into five pieces and his gun was non-functioning do you think they would have got him the spring overnight?

I doubt it, judging from the way they keep saying it's in the mail, it's in the mail, when in fact it isn't.

I would chalk this up to just a series of unfortunate and coincidental mishaps in the parts or shipping dept. or both. but since I've read of so many other positive experiences with customer service I would guess that this anecdote isn't an accurate indicator of S&W's overall level of customer service, but I still feel bad for OP and I would be frustrated if it happened to me.

 

[Mountain Walker]

Pardon me, but what is an RSA??

 

[whittsailor]

Recoil Spring Assembly

 

[Jboutfishn]

The RSA issue has been discussed on other Forums with S&W sending out new parts. S&W is not blaming the "new owners".

 

[Jboutfishn]

When my RSA did not arrive today, I called Customer Service to see if my part shipped last Friday as promised. It had not. Today was the 4th time I was told it had/will ship. The only thing changed was I received a tracking number.

The fact the part will be replaced without question shows S&W understands the value in good customer service. Downside it appears the shipping department did not read the memo.

 

[ScrapmasterFlex]

Dude I feel bad for you... when say RSA, you mean the Recoil Spring Assembly aka = guide rod, right?

Mine was also bad, bent really good after the first assembly, by the second time I took it apart and tried to put it together, it was very hard to get back assembled and the guide rod end was bent badly. I called them last Friday and told them, listen, this gun is just over a month old, the piece is bad, that sucks, and the guy said, Ok I will send you another, give me your name and address and I will put it in the mail today. Arrived on Wednesday. Took it out yesterday and shot some, really nice gun.


I would complain, try to get someone else on the phone, that's ridiculous.

 

[hoc9sw]

When I called about mine, it was to ask about the bending, not specifically to ask for a new one. The girl who talked to me said "hang on a minute". Came back after a few, said she had talked to a gunsmith, he had handed her one, and she addressed the envelope while we talked. I had it a couple of days later in the mail.

Didn't solve my problem, but the attention was 110%.

 

[patrick_pk]

After having my M&P in the S&W shop for over a month I got a real sense that they are over whelmed with failing products. I called about 4 times during that period and everyone I spoke with told me things where real backed up. Even once it was ready to ship I was told shipping was backed up and it would take a few days to send it out.

Also they did almost nothing to my M&P during the month it was in the shop and sent it back just as broken but with added scratches.

I don't know what is going on there but they are falling apart. Too many defective products and too little effort to make things right.

 

[Jboutfishn]

When I called about mine, it was to ask about the bending, not specifically to ask for a new one. The girl who talked to me said "hang on a minute". Came back after a few, said she had talked to a gunsmith, he had handed her one, and she addressed the envelope while we talked. I had it a couple of days later in the mail.

Didn't solve my problem, but the attention was 110%.

Woohoo. You hit the jackpot.

 

[Jboutfishn]

This morning I input the FEDEX tracking number customer service provided and it returned "No record of this tracking number can be found."

Thought I'd share.

 

[patrick_pk]

It might take a bit till it shows up. The way it works now is S&W will generate the tracking number before FedEx even picks up the package. Once FedEx has the package they will update the information internally.

Good luck. I have one on the way a two more to ship. It has not been a good week for my firearms.

 

[ScrapmasterFlex]

Just curious- is there anywhere we can buy these? I have a feeling I would like to stock a few.


And I had to email Lasermax about an adjustment wrench for my Genesis I use on the M&P22C ... I commented to them that if they make a Green Guide rod laser for the Shield, I'll buy one immediately. I did say that about the Glocks, that I didn't want the red one but I'd buy the green right away. But then I didn't have nor want to spend $400 on one for the Glock. But I think as I'm using my Shield for EDC every day, and the factory guide rod sucks anyway, I'd love a green guide rod laser. That would totally make the Shield an amazing CCW gun.

 

[Jboutfishn]

After four different promises of shipping and finally getting a tracking number Friday 9/12 that did not work, The RSA showed up in my mail box today!. Very pleased that the part arrived, S&W however has some "splanin" to do.

Good news the quality of the new RSA is what I would expect. The flat wound spring was cut clean with no ragged edges screwing up the works as the Shield reassembled without a hitch.

 

[ScrapmasterFlex]

\

Good news the quality of the new RSA is what I would expect. The flat wound spring was cut clean with no ragged edges screwing up the works as the Shield reassembled without a hitch.

I meant to say this- my new guide rod has the same bad spring quality as the first. I noticed right away... and if you google this problem, you can find pics (Some from this very forum) of people showing two guide rods next to each other, one with a proper spring and one with a obviously coiled-wrong with a jagged, loose end. I have one of those. My first was one of those, it broke at the end, this one is still that way, but at least I have been very very careful to assemble it so as not to bend the circular end of it, because that is how it really will screw up your assembly etc.

I do think it sucks they sent me another obviously sub-par product but at least I got one I guess.