Smith & Wesson custermer service

[gdnagle]

With all the negative threads going on now thought I would like to get a poll to see where S&W customer service stands.

I haven't had to use it with any of my S&W's guess I'm lucky according to what I read on the forum, especially since I have a BG380 with no problems, and just put 500 round of Tula steel case through my AR with SSAR15 stock with no malfunctions at all, in bump fire, and semi mode.

DO the negative rants sway you from a particular model of any S&W?

[OFT II]

Well, my only experience was very good. I lost the yoke screw for my 66-3 and called to order a new one. The fellow that I talked to took my address and said he would send one. I started to give him my credit card info and he said that it would be sent at no charge. That left me feeling good about S&W customer service.

[Rule3]

I voted very good. That said I do not think it is good as it used to be. Not so much the service but just trying to get them on the phone. They either cut back on CS reps or have more service problems.

Used to rank them the best. I now think they are in the top 3 with Ruger and SA. I am impressed with Ruger but then they do not have as many models of guns.

[mg357]

I recently had to deal with S&W customer service and it was BAD experience.

[RonJ]

I once had a model 29 re-barreled from 4" to 6". They did a beautiful and timely job.
Ordered K frame combat grips from their store which were delayed, called CS and they made sure the grips (stocks) were shipped out the next day.

No problems here. I did later regret having the 29 re-barreled.

[NCTexan]

I like S&W service... but threads with polls make me angry.

Also ordering from on-line sellers that I hate... and inviting people to dinner that I don't like.

There's a lot to be grumpy about these days.

[kozmic]

I don't necessarily fault C.S. with an issue I had. It took two attempts to repair (then I traded the piece-with full disclosure). I believe it to be more of a bad design/bad OEM parts (the laser buttons on the early 380 Bodyguard). The folks I spoke to were great and their turn around was perfectly acceptable.

I understand they are better now and also see a "laserless" option is now available! I might consider one of those.

[galena]

The first experience I had with S&W CS was several years ago. In moving I somehow lost the tiny screw that held the rear sight on my M-34 2". I wrote a letter asking what they cost and how to order one. With in a couple of weeks a received an envelope with three screws and a "no charge" note. Over the years I have never had a bad, or even marginal, experience. If you are nice to people, they are nice to you.

[Lee in Quartzsite]

Nothing but good things to say about S&W CS. Every time I have needed a part they have sent it to me free. That's happened about 5 times so far.

Same experience with Ruger, Crimson Trace, and Hornady.

[finesse_r]

I had two experiences and both were taken care of professionally, quickly, and at no expense to me. Their customer service in those cases was as good as I have had anywhere with any product.

[gdnagle]

Look's like most that have responded to the poll have never had a problem. I was just wondering as there have been a lot of negative remarks on the forum lately. This seems like good news for S&W customer service. Every company can go through a slump in customer relations but I was never worried about S&W's and this reassures me.

[bgrafsr]

I called Customer Service this morning to order some VCI paper.

Was on hold for about 5 minutes or so when the rep answered. He was polite, congenial and had my order logged in in about 3 minutes. I have no problem with them.

[Badquaker]

A happy customer tells his friends. An unhappy customer tells EVERYONE.

The internet has made it easier to complain.

[GKC]

I didn't see an option in the poll to select if you've had good and bad experiences with S&W CS...so I voted good, since that was predominantly my experience. I've had a number of good experiences with CS, and one that was ridiculous. It took S&W a YEAR, after numerous complaints, to send me the rebate magazines I was supposed to get when they had the M&P rebate program going on. On the other hand, I've called S&W a number of times to try to buy small parts (screws, magazine floor plates, etc) and they have usually just sent them to me for free. (They did charge me once when I asked for 6 floor plates, but it was less than $10 shipped.) I've actually never had a problem with a S&W gun itself...which is a testament to S&W quality in my experience...so, I can't speak to repairs.

I still think S&W has very good customer service, and I agree that they are in the top three: S&W, Ruger, and SA. There are others out there who are much, much worse, and I can say that from personal experience. Those experiences have definitely decided me against buying any more of their products.

[Rock185]

I have used S&W Cutomer Service on several occasions over the last 40 years or so. They have gone "above and beyond" IMHO in taking care of me.

[cmort666]

I had an exceptionally bad experience with S&W customer service which they then made a reasonable effort to ameliorate... after a lawyer friend talked to their corporate counsel.

I wouldn't buy a S&W with the possible exception of a Shield, because other than that, they don't make anything I'd buy, regardless of who was selling it. The lock takes all of their revolvers with it off the table. I will continue to buy used S&W revolvers as my resources allow.

[7tenz]

late 90's had a defective barrel on a 1006. I had just bought it as a nib consignment, and noticed a machining gouge inside. They replaced it, no prob.