Picked up a 686 a few months back at a local pawn shop. 686-6 I think. Didn't have the hillary keys with it so I decided to request them from S&W. Called (or emailed can't remember) them and asked for keys and an owners manual. Keys showed up within a few days, but no manual. Thought maybe they forgot it. It showed up in the mail today, a few months after I asked. Guessing they were out of print and had to wait on some more to be made? Anyway, I consider that pretty good customer service.

Rosewood

Something for nothing? I'd call that excellent service.

In the past several years had great customer service twice from Smith and one instance of piss poor service.

Bought a 617-1 in 2020 and kept getting misfires in DA shooting and called Smith about a new mainspring. They said there were none available but took down my name address and said we'll send it to you when we have them. No charge! Spring arrived not long afterwards and never a misfire since.

In 2022 bought a used Victory 22 pistol. Had rough areas in the bore. Sent pictures to Smith , label sent , gun arrived back with new barrel.

In 2023 bought a new Shield Plus optics ready. Pistol would not zero with 2 different sights (Holosun 407K , SIG Romeo Zero) . Both sights zeroed to point of aim on a Sig P365X , Glock 43X and SIG P322.

Smith says contact the sight manufacturer?! Really? Put in an angled shim and now the sight finally zeroed but its not the gun that defective its the red dot sights? What a joke.

I had to deal with this on a Shield Plus OR when I tried 2 different EPS Carry and a 507K.

I suspect that negative cant that some of them have doesn't affect the Crimson Trace red dots that S&W would prefer that you buy.

I ended up sending mine to Nameless Armament to get re-milled and the cut cerakoted for about $100. If I hadn't gotten my Shield Plus for a heck of a deal on top of last year's rebate, I'd have been more perturbed. I don't blame the people who spent Performance Center money for being pissed off about it.

Nameless took the full 3 weeks that they say it can take, but the did update me via email as soon as they received my slide and with pics as soon as it was done.

Yeah I have considered sending mine off to Nameless Armament if I decide to keep the gun. I really like everything about this Shield , the grip feel , trigger , little recoil , very good accuracy but Smith not standing behind the milled cut on the slide just sours the whole ownership experience.