Sent a new 3" 686+ back for probable Seer work because of intermittent skip in hammer operation. Arrived back 17 days later. Work order says that only the Yoke was repaired (operated very smoothly before service). Every single moving part on the gun except the lock is now frozen like its welded. Verified the integral lock is disengaged and cycled it but nothing moves. The cylinder release, hammer, and trigger will not budge. The Yoke/Crane which was "repaired", is stuck a few degrees off from closing properly shut against the frame. The grip which is the stock S&W split rubber and plastic version now has mismatched halves. One half is taller along the seam where it would sit against your palm than the other half. Obviously not the way it was when I sent it to them.
I sent them a mostly functional gun and the sent me back an $800 paperweight. Arrrgh!
On its way back to S&W an hour after receiving it. The Saga continues.

From what you describe it sounds like the cylinder ejector rod may have loosened and is bound up. It may be possible to slide in some flat ribbon or string and loop it around (much like you see when wrapped on a stick used to start a camfire) and tighten it enough to open it up then properly tighten it.

Karl

Thanks Karl,
I tested this on a working 686. The difference was that the cylinder release would still move backwards. The stuck one was stuck in both directions. Plus, of course, the grip was wrong and the original issue was perhaps not addressed. Its on the big silver bird heading for the mothership. Fingers crossed that someone there gives a damn.

Sorry to hear of your troubles. Coincidentally, I shipped a 686 back to S&W last week for similar repair. Given your report, guess I'll keep my fingers crossed! Good luck...

Best of luck, I just got my 686 back today. Sent it in for a nasty flaw in the rifling of the barrel and a poorly machined forcing cone.....recieved it back untouched with the "meets our specs no repair done" note. I will give them credit, the turnaround time was under 2 weeks. Of course not fixing it helped speed up the process.

What do you do now when flaws are downplayed? I got lucky once, on a completely unrelated matter, by sidestepping a manager in denial and calling the office of the CEO. His assistant answered the phone and understood my dilemma. Within 15 minutes the manager called me and reversed his previous stance. Good luck to us all in hoping our manufacturers do what it takes to deserve "World Class" standing

As a novice firearm owner (less than two years) I am glad this did not happen on the first S&W purchase. If it was the first purchase, then by now I would swear that S&W made absolute junk, should never be bought by anyone, and nobody there gives a damn about quality. But my first gun was a 4" 686+ that is absolutely amazing. It hits where you point it far better than my meager skills can account for.
So, back this one goes, for a third attempt at getting it right. Hope springs eternal.

I got a run around on a 637 that was shooting horribly high. They refused to do anything. I'll keep shooting my older guns in competition but I'll never buy a newer one again. Not because of a screwed up gun, that can happen to any company. The ****** customer service was what killed it for me.

These comments kind of dampen my enthusiasm for buying a new 2.5" 686. Makes me really appreciate the great CS experiences that I have had with Ruger. Sounds like S&W needs to step it up.

Bob1943, if you check out the 2.5" 686PC, be careful of the face of the Forcing Cone. I got one that was cut off so roughly that it left ridges that scratched the face of the cylinder. Afterward, I checked the same weapon in two other local gun stores and they all had poorly finished Forcing Cone faces. Shooting it a bunch knocked down the worst of the ridges but it is disappointing, especially from a "Performance Center" gun. I am just an old granny with a new hobby and have learned that it is hard to buy quality without extensive gunsmithing knowledge.

Don't get me started on the PC 629 my Dad bought brand new that had a mis-fit hammer block, which was "masked" by filling the action with graphite lube. I cleaned it out for him, the gun didn't function. I ended up replacing the hammer block myself and the gun works fine now.......not acceptable for a $1,000+ gun that was brand NIB still in the wrap. Was it expected that the owner of this gun would just leave 5 oz of graphite lube inside the action forever? Emails to S&W went unanswered, I never called because I fixed it myself, no point in sending a working gun back in.

I recently bought a 3" Ruger GP100 that had a .001 barrel cylinder gap, the gun locked up after 8 rounds. They emailed me a shipping label and I had it back working perfectly in a week and a half with a free set of Wiley Clapp grips on it.

THIS MAKES ME WANT TO VOMIT ! ! ! I WILL AVOID BUYING NEW PRODUCTS, AND USING S&W CUSTOMER SERVICE, FOR THE REST OF MY LIFE……….

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

Just a thought: did you check your serial number and did you get the same firearm back? Aside from the obvious troubles that you are having, the mismatched grips sounds suspicious.

I wondered the same thing, but of course the serial number is on the frame behind the yoke, and the yoke is jammed almost closed.

all of mine have the serial # on the bottom of the grip also

Thanks Tagcon. I took off the grip on one of my other 686's and there it was. I really appreciate everyone taking the time to share your knowledge with me.

I have a suspicion based on your complaints. Loosen
the yoke screw (just above and forward the trigger)
or take it out and see if you can wiggle the yoke into place and see if the yoke swings free out with the cylinder. Then snap it
with cylinder back into the frame and replace, retighten the screw. Test again and see if action is freed up

Yoke screws have a larger head than other two screws on the newer Smith models.

That was the only thing I could think of to try with my limited knowledge. Took the yoke screw all the way out but nothing budged.

The official position of the serial number is on the bottom of the grip frame.

I have a 686 pro that needs sent back miss aligned barrel, called yesterday they said they would send instructions with label in a email should receive it in 10 minutes 24 hours later nothing. maybe I should sell everything Smith and Wesson (8 revolvers and 2 M&Ps) and switch to all Ruger don't get me wrong nothing wrong with the rest of them but if this is the kind of service we receive why should we stay loyal

Funny you should say that because I just got off Ruger's web site. It was the first time I considered the brand. After starting this thread I was curious how a company that has been making revolvers since 1857, down the street from the legendary Springfield Arsenal which armed America in the revolution against Britain, could be having so much trouble. Of course the expertise is there so it had to be management.
I learned that S&W was sold to the company which makes the dreaded integral gun locks everyone complains about. The new owners installed an Englishman as CEO whose previous experience was at a company making aluminum foil and plastic food bags. His total compensation package for last year was 7X as large as that of the CEO of Ruger. I don't know, ... cause and effect? Sigh, when will we ever learn? Unfortunately, Ruger is not making the medium frame 3" round butt configuration that I was looking for. The 4" 686+ will be with me for life, but the 2.5"PC is not a great shooter, and the new M&P Shield has a broken recoil spring waiting for replacement for a month, and of course the new 3"686 is not making any friends.

Just a little of my own experience. 3 s&w repairs. 2 warranty, one out of pocket on an older gun. All 3 without a hitch and in a timely manner. 2 ruger experiences, both warranty. One was a gp100 for my father (2 unanswered emails and I fixed it myself), and the other was my brothers LCR. He called and asked if his .005" endshake was ok and they told him to send the gun because that sounded like too much (and I agree). They didn't send him a shipping label so he footed the shipping charge. After 2 weeks it went back to him with a bill for shipping back and stating the gun is in spec. He asked why he was charged shipping and why they wanted the gun shipped in when they knew all along that it was "ok" (they said their free shipping is only good on guns less than a year or whatever). They went back and forth a little (they offered him a t shirt lol), but in the end refunded his shipping. His gun still has .005" endshake too, which I verified myself. I'll shim it for him and make sure if it's peened to take care of that too.

Now I've heard only good things about ruger customer service but they all have their days. It will not stop me from buying rugers and the stories I see here will not stop me from buying s&w. I will say that I like to purchase guns in person anymore to go over them with a fine tooth comb. I love pulling out feeler gauges and snap caps at the lgs...

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Jim

Shimming, and Peening, and Endshake.... sounds risque. Two years ago I had never even held a gun and was oblivious to the range of art and science involved. It is unlikely I would ever have your ability to diagnose and repair problems. So I am wholly dependent on others to do those things, which leaves me in a frustrating bind. Because I have been looking for this gun since my introduction to firearms course two years ago, the disappointment is worse. Sometimes the dice come up snake-eyes. But I picked up a lever-action .357 rifle a couple of weeks ago that is more fun than I could have wished for, so that keeps my karma balanced against this issue.

I fully understand and I wouldn't be happy with the gun myself. I was merely trying to illustrate that every company can have bad days...and apparently lots of them some times!

I, like yourself, have only started buying firearms in the last couple years. I am not a skilled gunsmith by any stretch, but I make a living with my hands and am a tinkerer by nature. The things I mentioned aren't too complicated to anyone mechanically inclined.

I wish you luck with your gun and it's unfortunate that this happened.

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Jim

Thanks Jim, I will take all the luck I can get.

I'm having second thought about even sending mine in, it still shoots, not where it is supposed to but it does shoot

What a shame........

I handled it like most women with emptier nest syndrome. I went shopping!!
And, lo and behold, a new Sig Sauer followed me home. Funny how that happens. Ought to keep me distracted for a while.

When they sent a recall notice for a stainless PPK/S, I sent them a brand new one that had been fired once. I included a note explaining it was a new gun and I wanted it back in the same condition in which it was sent. I received it back with bad vice marks all over the right side of the trigger guard, in other words they butchered it up. I contacted management who sent a return tag for the gun. A couple of weeks later they called and said when they built these pistols again I would receive a new one with the recall changes incorporated. True to their word, they sent a new pistol to my dealer. I would think they would pay more attention to their customer service, this is costing them a lot of money.

This doesn't sound too good here I'm relying on there new revolvers to be good quality guns. And there warranty to repair them if they have problems.

I can repair 1911's I guess ill learn how to fix s&w revolvers next.

I'll stick with the older ones.

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Get off my lawn!

Spending $500-$800 on a handgun, I expect it to operate without problem, out of the box. Guess I'm crazy?

Sent my 686 back for work, and they did a good job. But I had to take a day off to finally meet and sign for the ups guy.

Once I get the tracking number I go online and change it from delivery to pick up. They call me when it arrives and I go sign for it after work. This is fed ex and there is a hub close to me so it works out fine. Not sure how ups works or if you're close enough to make that work. Just figured I'd mention it and maybe it will help someone.

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Jim

So are you going to open it up in the car or wait till you get home to see what they did?

Always in the car. Although I could wait until I get home to check as if it was still messed up I'd need another shipping label to send it back anyway. I've had good luck so far though.

__________________
Jim

I wish that S+W's big wigs would read theses posts. Would anything change I hope it would but I doubt it. Ruger is having there share of issues too. remember when you couldn't say a revolver it was more reliable than a semi auto?? What the hell is goin on?

My 3 inch 686-6 Talo exclusive has been great so far. But maybe the dealer exclusives are better guns.

Your 3" Talo was my first choice. Every LGS was visited regularly and knew that the 3" Talo was my first choice. None could be found throughout the distributor network. I also had a column of shortcuts on my desktop that linked to search the 3" at major retailers around the country that were checked daily. The 3" was not to be found anywhere. The 2.5"PC 686+ arrived at all my LGS before Christmas so I got that until the 3" could be found. Where I golf in the foothills of the Smoky Mountains, Black Bear and Feral Hogs are common to the area. I feel better carrying the short barrel L-frame, than keeping the 4" barrel in my purse on the golf cart.

The last time I looked on Gunbroker there were several 3" talo versions for sale in the $800 range.

What I have found is that there seems to be very infrequent manufacturing runs from S&W. When I first looked for the 3", the closest I could find was the 4", and all the LGS had them for a short time. Now there are none. Then before Christmas, the same thing happened with the 2.5"PC. Now, the 3" is available everywhere, for now. I guess the feast or famine marketing works, because they got me to buy those 2 others while I was looking for the one I really wanted.

Sounds like I need a different hobby and stop where I'm at with this one. I don't accept nothing but the best in quality and service. Maybe painting or shooting wildlife pictures next.

It's unfortunate that you are having to go through this trouble. I hope they get this fixed for you right away.

It still amazes me though how a post about a bad experience with customer service works so many people up into a "I'll never buy another (insert manufacturer here) again" rant & rave. If you think that there is a company out there that doesn't have its share of stories regarding manufacturing flaws or botched customer service experiences, you are going to be very disappointed I'm afraid. Go to a Ruger, Sig, or other forum. You will find the same stories. When you think of how many firearms a company like Smith & Wesson manufactures, there's bound to be screw ups. And sometimes they don't get resolved on the first try. That's life. Perfection is elusive. Heck, even I made a mistake once.

Besides just think how boring life would be if everything was perfect and we had nothing to complain about.

I thought I made a mistake once too, but I was wrong.
All these reply's are informative, either directly diagnostic or simply historical. I want the great names of manufacturing to be great. Having extensively worked in this environment, I have seen it first hand. It boils down to management making it clear that quality comes first and resourcing that goal. At every level people sign off what they do and it gets checked by someone else. If there are flaws it goes back to the originator to be fixed. If skills are lacking, then training needs are obvious.
The accuracy of today's manufacturing technology is better than ever, yet the older weapons are seen as superior. The paradigm taught by today's business schools is short term. Earnings per share drives executive compensation, not customer satisfaction. The name Smith & Wesson is recognized worldwide by people who don't know any English, and its not because of their share price.

bigwheelzip, that sure sounds pretty cruddy, the way they done your pistol and even swapped out the grip side for another non-matching one. I would have been raising 10 kinds of hell with them if I were in your shoes too. Just be aware that not all recent exeriences with S&W customer service and repair are like what you have gotten. Read my reply to Joe below:

Joe, not all recent experiences with S&W repair and CS are like above. In January or February I called S&W up to get my 41 year old 27-2 refurbished. It's had at least 30K rounds through it and it was getting a little tired. It had some endshake and the barrel gap was starting to get excessive, the forcing cone was showing some erosion from thousands of hot 125 grain loads loaded hot and lockup was not as tight as it should be. I called up S&W and the person I talked with was very nice and seemed pretty knowledgeable and after I explained what I wanted he arranged a shipping tag sent to my email address. So I sent it off to the mothership to let them evaluate it and give me an estimate on repairs. After about 3 weeks, I received a written estimate for around $185 and included shipping both ways, cutting and machining the erosion out and re-cutting the forcing cone, replacing the cylinder stop, hammer nose bushing and rebound slide as well. After arranging payment, they did the work and I received my pistol back in around 2 1/2 weeks.

When I received my pistol back, I carefully checked it out before going to the range and was fully satisfied with their quality of work. The machine work on the barrel and forcing cone was fantastic and looked like the original work done when my pistol was new. All excess endshake was gone and the barrel gap was good and tight and cylinder lockup was at least as tight as when the pistol was new. That pistol shoots as good now as it did when new and I know it's good to go well after I'm dead and buried for my daughter to use and enjoy.

All in all, I am very satisfied with the quality or service and gunsmithing work I received from Smith & Wesson this year. Maybe they have the more experienced gunsmiths work on the older pistols.

Doc, this is exactly the heirloom quality I was hoping for. Just open the box, shoot the heck out of it for forty years with a grin on my face, then happily get it repaired.

After friends and family, 3 people l value most are.. My mechanic, my Doctor, and a good ''GunSmith''

Last year I had the custom shop take a 2013 686+ and replace trigger and hammer and do trigger job on it. It turned out really nice.

They must hit and miss.

Here's a S&W customer service story with a happy ending. Hoping yours has one too when it's all said and done.

MODEL 342Ti BACK FROM S&W

Thanks Okie. While this resolves, I am having a great time with an 1892 lever action I found last month at a pawn shop in your neck of the woods, in OKC. It's SS, .357 w/24" Oct barrel, and shoots great. I am having so much fun with it, that its hard be mad about the 686.

As much as I would hate to reward carelessness, if it comes back wrong again I am considering paying for the Master Revolver Action Package from the Performance Center, in the hope of finding a higher level of service than basic warranty repair.