*** Happy to report this issues has been resolved by another S&W rep. Joe from S&W reached out to me and was pleasant and professional. They are shipping me out new grips at no charge***


I was hoping to post a happy post this morning because I just got my first 686. Literally spent years of dreaming and saving and I finally got my 686 yesterday. I was so excited and then I noticed it.

My grips have a 1/16" gap in them, then I notice the screw is sticking out to far on the other side so I can't tighten it down. I foolishly purchased this gun online to save a few bucks. If I had seen this gun in the store I would not have bought it.

So I called smith this morning get customer service and I get a "hello" no name, no smith and wesson customer service, not even how can I help you. So I give the guy my name and ask his name he responds with Mel nothing else. So I tell the guy my problem he just gives me a curt "send me the grips and I will replace them". Iask for a shipping return label he tells me it takes 48 hours to e-mail me a shipping label! 48 hours to send an e-mail! I told Mell I spent $800 for this gun you cant just send me new grips he said he could but he would have to charge me for them anyways I am really pissed right now and will most likely go to another manufacturer for my next gun if this is they Smith takes care of their customers. I asked is there any way he can rush the e-mail it takes 5 minutes to send and e-mail and he laughed at me! he literally laughed at me!

Here are the pics!
Please excuse the kids toys in the background, that's why it has taken me so long to get my revolver .

[IMG][/IMG][IMG][/IMG][IMG][IMG][/IMG][/IMG][IMG][/IMG][IMG][/IMG]

Are those actually factory grips? What "dash" version is your gun? Maybe just one more picture where we can see the actual grips?

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Dave

Those don't look like the right grips for that gun. If it's a new gun, the retailer likely switched them for some reason, which isn't a S&W factory/customer service problem (it's extremely doubtful the gun left S&W looking like that). You should be contacting whoever it is you purchased the gun from.

They are factory grips it is the 686-6 Talo 3" 3-5-7 model.[IMG][/IMG]

That left the S&W factory looking like that?

Can't blame you for your frustration. I'd be finding out who Mel's boss is and giving him a call, followed up by an email.

I see a turn line and a big worn area on the grips now. Is this even a new gun? How is S&W responsible for incorrect/poor fitting grips on a used gun?

-db- its not a used gun it is a brand new gun. When it was register it was registered as a new gun if it had been previously registered than it would have comeback invalid.

There is no wear on the grips its just the photo it was taken with an iphone.

What do you mean turn line?

I don't think you are the only person with a problem that needs an email response. I think it is unreasonable of you to expect an immediate reply to your request. But that's just me.
My experience with S&W customer service has been positive.
I can understand your frustration, but I'm sure it will be resolved for you.

Well, it's hard to see exactly what's going on with the cell phone photos. They appear to be K/L-frame grips that should fit that gun properly. In any case, I'd still be contacting the seller first, not S&W. Like I said, it's doubtful the gun left the factory like that (they're test-fired, for one thing, and there's no way anyone fired that gun with those grips like that), and you've got to wonder how/why the seller didn't notice it.

Rivers2K,

I feel your pain, I know exactly how you feel, spending $800+ and when the gun arrives, its in horrible condition. I can tell you my gun arrived in much worse condition than yours. I bought a 686SSR.

I noticed exactly the same thing as you did and I think some people on this forum will not understand. When you call a company as large as S&W you'd expect, "Thank you for calling S&W customer service, how can I help you?" I got the "hello" as well.

After explaining to the CS representative that my gun had arrived to the factory 5 days prior and asking if I could get a status update, the guy repeatedly said "7-10 business days" like a zombie. No matter what my question was I got the 7-10 day response. At that point, I felt no confidence in S&W and said the same thing that this would be the last S&W I would buy.

I got a call about 8 days after the gun arrived to S&W from Jenny in CS and she explained that a new 686SSR would be sent to my FFL of my choice. She answered all the questions I had and even gave me her extension and said to call back if I had any questions and I did.

If I were you, I would take that gun out to the shooting range and put a couple hundred rounds through it if you can. Be sure that this gun has no other problems before a prepaid label is sent to you. I easily could have sent my gun in prior to shooting, but I wouldn't have realized the other major issues with it. My story isn't over yet, but I can say I feel much better after talking with Jenny and if they make this right, I see a very beautiful relationship with S&W and myself.

I did take your suggestion and put a e-mail into the seller also. I just really cant believe that it made it to me like this. I know they are the correct grips because I have been online drooling over this gun for a while.

Maybe your right am just really upset becasue 1. the customer service guy had the nerve to laugh at me over the phone and 2. at my job I get 50-100 e-mails a day and I make sure everyone gets a response before i leave for the day. I hope S&W isnt getting 50-100 customer requesting return labels a day. believe me I don't want to hate on the company but this was really a kick in the gut.

It's just a suggestion, but how about getting some better pix that you can actually see, including the SN on the end of the box, then e-mailing them to S&W customer service? I'll bet that would get it taken care of post-haste.

I assume you have removed the grips and see no obvious issues you could correct? I have seen where the pin on the frame that the hole in the grips fits into, gets pushed to far to one side and then holds one side of the grips to far out. Pretty simple fix if that is the issue.

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Dave

[QUOTE=Rivers2k;136405462][QUOTE=Florida Guy;136405441]This forum is a microcosm of S&W owners and yet we see more than a few of these threads. I have to wonder if maybe they really are getting that kind of volume in service calls.

FWIW, last year when I had a cracked frame they were very polite and fast with the service. It did take a day to get the emailed label but my gun was repaired and back in my hands in about two weeks.

I did not remove the grips but it looks like the metal rivet in the grips is seated too deep, which is causing the screw to go too far on the other side. Unfortunately that isn't something I can correct. I think that is what is also giving the extra play causing the gap.

You might give it a try. The screw being so far forward is probably due to someone attempting to tighten the grips into fitting. Can't hurt to look.

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Dave

I spoke to "Mel" about 10 days ago when I called about returning my 642 with a cracked frame. He also answered with a hello, doesn't bother me, I'm from NY. He was nothing but polite and helpful, and even told me to look him up if I came for a factory tour.
I received the label in 2 days, sent the gun in, and now it's being replaced with a new one.
Who knows what the procedure is for return shipments, maybe more than one person gets involved and the chain gets tangled.
I have had numerous interactions with S&W customer service, all have gone well. Sometimes they've sent me small screws and parts for free.
I'm a happy lifetime customer, sorry your experience was not like the ones I've had.

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Sure you did

All of my 3 dozen + S&W's are older than 1991, and none of them have ever needed to go back to the factory.

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H Richard
SWCA1967 SWHF244

^^^^^^ What ladder13 said....

It's possible that Mel does not generate the shipping label.. and it is done by the shipping department.

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SWCA #2306
DAV in honor of POP

I'm from NY also but I did move upstate 3 years ago so maybe I am getting soft LOL. Maybe Mel hasn't hadn't had his coffee yet. I am just upset because I was like a kid at Christmas when I finally got my long sought after revolver and then to find out it is less than optimal. Hopefully everything will work out in the end.

But I don't know my 442 had to go back for repairs as well. 2 for 2 it cant just be my bad luck.

If I may, didn't you look at the gun in the store when you went to pick it up?

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Sure you did

I was stupid and bought online to save a few bucks. If I saw this in the store I would have walked away. I thought when the guy at the local gun shop was telling me online guns are second rate he was feeding me a line of BS I guess he was right. Stupid Stupid Stupid lesson learned.

I understand buying online is a **** shoot but the gun still had to be delivered to your FFL, unless you are an FFL.
I usually look my guns over real well at my FFL, and if there's an issue, have him send it back to the seller.
Nontheless, Smith will make it right.

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Sure you did

It was sent to an FFL I didn't know I could do that since I already purchased the gun from the seller and he was just sort of the delivery guy. I also wouldn't want to stick him with something that wasn't his fault.

Always inspect a gun at the FFL. If something is wrong, refuse to accept it and call the seller right then and there. You can have your FFL ship the gun back to the seller if there's any kind of problem. Once you leave with the gun, however, you own it and you're in the kind of situation you've found yourself in now.

You see, as it is now, the seller can be a jerk and say, Well, you obviously took the gun home from your FFL, so it must have been fine then. How do I know you didn't screw up the grips yourself and want to try to stick me with your screwup?

A good inspection at the pickup point on your end covers you in a case like this. Your FFL can also vouch for you if you inspect it in front of him. It's always best to immediately note any problems as early as possible and get them taken care of before getting home and noticing something a week later or whatever the case may be.

Believe me when I say I don't mind when people stop buying guns online, as it means less competition on the auction sites for me! I've bought plenty of guns online and to this date, have only received one that wasn't exactly as described. That said, I would never buy a gun online that where the ad used a stock photo. Most of the time I end up asking for more photos and info from the seller as well. Buyer beware for sure, but there are ways to limit your exposure to these types of issues.

As for that one that wasn't as described... a Ruger Single Six convertible with a cut down barrel that was down right unsafe. The hammer would fall with the slightest touch, and the trigger was returning faster than the hammer could fall. Replaced them both myself and ended up with a neat little shooter. I didn't have much in the gun or I probably would have sent it back.

Looks to me like someone overtightened the grips. I don't think they are wrong and I don't think the screw is too long either. You might be able to resolve this simply by loosening up the grip screw until it is flush with the grip frame. I doubt it left the factory like that, I suspect it happened at the FFL location that sold you the gun.
There are 2 sides to every story (or more). I wouldn't necessarily be ready to hang Mel. Not until I found out why it takes days to get an email sent.

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Geoff. Since 1960.

OK, here's my take, for whatever it's worth, First of all Smith and Wesson doesn't work on "NY time"...and when I say "NY time" I mean the word time that people south of Albany and east of route 81 consider timely. Not real world time. People outside of that quasi-'I'm from NY and I'm special" part of the state know this. The world does not spin on YOUR time, fortunately. It takes time to get a return label thru the process, it takes time to repair a return satisfactorily, so don't get yer shorts all in a Knot. Smith will take care of you, in time.
And BTW the real "Upstate" is north of Albany and West of route 81.
I'm from NY and I ain't special.

Boox

I needed to send 2 guns back to S&W for some work.
Instead of S&W sending me the prepaid label via email, they sent it to me via snail mail. I was curious why they just didn't email it, but couldn't argue as I was getting them shipped free.
Both of these guns were out of warranty.
This was about 4 months ago.
Although it took 6 weeks to get the guns back (including the one week they closed for Xmas week), I was pleased with my experience.
Give them a chance.

Rivers2K, sorry for your bad experience. You're right, the grips should be replaced if they cannot be fitted properly. That said, 2 points stand out to me: 1) you have a grip problem, not a gun problem. Grips get changed out on guns a lot according to the owners needs, and while they should be absolutely right on a new purchase, a grip issue is not in the same league as a gun issue, imho. 2) When you pick up the gun at your FFL, prior to filling out the paperwork, you need to inspect the gun for any apparent issues. If you don't do that, then you are accepting it as is. Now, a good retailer and a good manufacturer will make things right, but you have to own a little of this too. Chalk it up to lessons learned, and I speak from my own experience.

I'm betting you can get some replacement grips sent out without too much trouble, if you are polite and persistent. The members here have a deep well of experience to help you out, and they will.

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ΜΟΛΩΝ ΛΑΒΕ

I've never heard of NY registering a gun as new or as used. I've bought both new and used guns, the county clerk doesn't care one bit whether they've been owned before or brand new, all they require is a Bill of Sale. No one checks to see if it's new or used.

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Sure you did

DITTO ! ! !

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'Nam 1968-69.DAV,VFW,NRA Inst.

Hey.... where'd that last post go.... I was gonna "like" on that one cause that's the reality of why guys like me and others step up and question some of the complaints.. how many of these are really home gunsmith caused..... the grip thing just doesn't add up to anything that left the factory like that. Either the seller or someone in between overtorqued a screw. Like someone said, the screw ain't sticking out the other side because it was too long.. isn't it possible someone took the grips off to check the serial number..

guys remember the guy with the MP15-ORC hammering S&W because something wasn't right with his new online wicked deal purchase of a supposed new gun.... in the end after pages and pages of BS, it finally came out someone built the gun from parts... CS said send it in and he wouldn't cause "they would keep it and not replace it"... or some other BS.

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Jack C

I think most of us will admit that the QC out of S&W these days is less than expected...but, for me and most I think, Smith has always come through on the customer service. I have sent guns back 3 times and always got a quick turn around and a little more attention to the gun than I expected. Example: my PPK/S went back for the recall and I included a request for the ramp to be polished up (on my dime) to improve feeding reliability. They did the recall work AND polished the ramp at no charge...I got back a great gun! "Mel" is not S&W, only an employee and maybe not a very good one at that. I think Smith's customer service policies are some of the best and they have good and bad employees like everyone else. JMHO.

I can understand your frustration. I didn't see where you tried to remove the stocks/screw to see if you can correct the issue. Is something damaged or is it a fitting issue?

I sell what Consumer Reports has named the best automobile for 2012, Subaru, and had a top of the line Outback break down 20 minutes after they drove it off the lot. The transmission is a complete loss and we are in the process of replacing it under warranty. I have been with Subaru for 7 years and don't see a lot of issues with their product but it does happen. Sucks for the customer as they are waiting for it to be repaired and returned.

I have been lusting for a 3" Talo at my LGS, but those grips would be replaced before I left the shop. They have a poor shape for my hands, and I have read other reports of shooters disliking them. I usually replace most grips anyways, so it's really not that big of an issue to me.

Your problems are minor and require patience. Send it in and they will make it right. I had an emailed return label within 48 hours, of my requests....no questions asked.

I bought the same gun as you have, but with the 7" barrel. It had to go back twice, in the first month of ownership, but it is perfect now. Long story short, they ended up replacing the barrel, setting the gap just under .003, and completely refinishing the metal surfaces.

If you don't like the grips, but the standard 686-3". It's the same gun without the $150 grips.. ask me how I know...

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Jack C

I like the unfluted cylinder.

L13,
The only reason I can think of why they ask that is in NY when you buy a new gun it has to be shipped with a spent cartridge. We have the stupid gun "finger printing" law on the books.

I talked to custrmer service last night to order a spring for 22-A the person I talked to was great he is sending me 2 springs at no charge.

that sounds to be the norm for S&W service..

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Jack C

*** Happy to report this issues has been resolved by another S&W rep. Joe from S&W reached out to me and was pleasant and professional. They are sending me grips at no charge. Night and day experience from my original phone call.

I love happy endings!

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ΜΟΛΩΝ ΛΑΒΕ

I bought some Hogue grips so I can go shooting on Saturday so hopefully I will be able to give a good rage report on Monday.

Well, I hope it isn't a rage report!

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ΜΟΛΩΝ ΛΑΒΕ

LOL no I am calm now it will be a raNge report.