I am upset but I am asking people here for an opinion on whether I should be or not.
I bought a used 686-6 3 inch. I made sure the barrel was straight but later noticed there was another manufacturer's defect; The rear sight unit is off center on the frame. For correct POI/POI windage I need to move my sight towards the right.
So the frame was milled wrong....not an easy fix.
I called S&W on a whim, and described the issue. I was told it was not a common defect but that it does exist. I even told the person that I doubted there was anything that could be done to fix the issue but that every time I looked at the barrel, the off centered rear sight was all I saw.
The person said that the guns go out to be functional and also to be aesthetically pleasing. He invited me to send photos of the gun at various angles and that if it was decided that a problem existed, I would get a shipping label. I asked the person what would be done to correct the problem and I was told that they would make a new frame. I was pretty surprised and happy at this response!
I took pictures, and sent it to the person by email. The next morning, I received a label. Then I received an email from the person I spoke with providing me the direct extension if I had any questions.
Less than three weeks later, I received my 686 back. I opened the box and found they did nothing. The repair slip stated the problem as off-centered rear sight and that the gun was test fired...."no repair needed"
I did not claim that there was a functional issue on the phone or on my written note included with the gun. I was told that it was a cosmetic issue that would be addressed and my pics evidently warranted a return label.
BTW, I was not asked if I was the original owner and I did not provide the information that I was not.
The next morning used the extension to speak with the person who looked at my photos and sent me the label. A receptionist answered and asked for my name. I was put on hold and after a while the receptionist asked "what did I want?". I thought that was a little weird - what did I want... What did that matter??? Anyway, I explained that I wanted to talk with the person regarding a repair slip on my 686. At that point, I was put through but the phone rang on to voice mail. I left a message explaining who I was and that I received the gun back with nothing done. I did state I was confused and diss pointed and then I left my phone number for a call back. This was early in the Friday morning. The entire day passed with no response. I am getting the feeling I was dodged.
I consider myself to be a reasonable person. I just wanted to talk with the person who invited me to send pics on a cosmetic issue who in turn, sent a label confirming the issue. But the gun then went on to be FUCTION tested. This was NOT why the gun was sent back to S&W.
I guess I'm most disappointed that I was not given the courtesy of taking my call and then not receiving a return call for some sort of explanation. After all, I wasn't expecting much on my initial call to customer service, but the return label and discussion of cosmetic issues as a valid reason for accepting the gun led me to believe it would be fixed. But seeing that once they received it, the gun was judged solely upon function is sort of a disconnect. All I really needed was to talk to the initial person to express my disappointment or to see if a mistake was made. The circumstance was one thing but the non response is really off-putting to me.
OK sorry for my long issue. Should I be upset or am I too whatever? (fill in the blank.)
I bought a used 686-6 3 inch. I made sure the barrel was straight but later noticed there was another manufacturer's defect; The rear sight unit is off center on the frame. For correct POI/POI windage I need to move my sight towards the right.
So the frame was milled wrong....not an easy fix.
I called S&W on a whim, and described the issue. I was told it was not a common defect but that it does exist. I even told the person that I doubted there was anything that could be done to fix the issue but that every time I looked at the barrel, the off centered rear sight was all I saw.
The person said that the guns go out to be functional and also to be aesthetically pleasing. He invited me to send photos of the gun at various angles and that if it was decided that a problem existed, I would get a shipping label. I asked the person what would be done to correct the problem and I was told that they would make a new frame. I was pretty surprised and happy at this response!
I took pictures, and sent it to the person by email. The next morning, I received a label. Then I received an email from the person I spoke with providing me the direct extension if I had any questions.
Less than three weeks later, I received my 686 back. I opened the box and found they did nothing. The repair slip stated the problem as off-centered rear sight and that the gun was test fired...."no repair needed"
I did not claim that there was a functional issue on the phone or on my written note included with the gun. I was told that it was a cosmetic issue that would be addressed and my pics evidently warranted a return label.
BTW, I was not asked if I was the original owner and I did not provide the information that I was not.
The next morning used the extension to speak with the person who looked at my photos and sent me the label. A receptionist answered and asked for my name. I was put on hold and after a while the receptionist asked "what did I want?". I thought that was a little weird - what did I want... What did that matter??? Anyway, I explained that I wanted to talk with the person regarding a repair slip on my 686. At that point, I was put through but the phone rang on to voice mail. I left a message explaining who I was and that I received the gun back with nothing done. I did state I was confused and diss pointed and then I left my phone number for a call back. This was early in the Friday morning. The entire day passed with no response. I am getting the feeling I was dodged.
I consider myself to be a reasonable person. I just wanted to talk with the person who invited me to send pics on a cosmetic issue who in turn, sent a label confirming the issue. But the gun then went on to be FUCTION tested. This was NOT why the gun was sent back to S&W.
I guess I'm most disappointed that I was not given the courtesy of taking my call and then not receiving a return call for some sort of explanation. After all, I wasn't expecting much on my initial call to customer service, but the return label and discussion of cosmetic issues as a valid reason for accepting the gun led me to believe it would be fixed. But seeing that once they received it, the gun was judged solely upon function is sort of a disconnect. All I really needed was to talk to the initial person to express my disappointment or to see if a mistake was made. The circumstance was one thing but the non response is really off-putting to me.
OK sorry for my long issue. Should I be upset or am I too whatever? (fill in the blank.)
