SWFan27
Well-known member
I recently bought a new 617-6 which is once again back at Smith & Wesson for warranty repair. I would like to make Mr. Smith aware of my experience with my purchase and the apathy of his customer service department.
Email Address for Smith & Wesson CEO?
- Thread starter SWFan27
- Start date
If you go on an investing website and download a copy of a financial report, 10k or other, you should find an email for someone in their public relations department. Use the email format with the CEOs name. Be polite or you wont likely get a response
Jeppo
SWCA Member
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2100 Roosevelt Avenue
Springfield, Massachusetts 01104
Springfield, Massachusetts 01104
.455_Hunter
Well-known member
The company I work for since 2002 has similar revenue to S&W and the CEO does not have a "protected" email- first.last@company initials.com will land right in his in-box.
I don't see why the CEO can't personally answer hundreds of thousands of emails a week. 
They should not get too many emails complaining about very poor customer service experiences. If they are, then the CEO should most certainly want to be personally aware that he has a problem to deal with. My employer did 34 billion in business last year and our CEO is easy to reach.I don't see why the CEO can't personally answer hundreds of thousands of emails a week.
I have had to deal with a few things that were brought to his attention. And believe me, there are a lot of people in the loop at different levels of management. Someone has to report back to the CEO to let him know once the issue has been resolved. Smith & Wesson has been horrible to deal with concerning their apathetic customer service department. And upper management just hides in their ivory tower somewhere.
Model29-26.5
Well-known member
CEOs today are accountants. Bean counters. The job is to make the figures look good and profitable to keep the shareholders investing and make money for them.
The CEO of Smith Wesson will very likely know next to nothing about firearms And everything about numbers.
You need to talk to the engineers and designers.
The engineers need to go upwards to their bosses until it gets to the CEO so that the CEO can get good info from the engineers.
Then hopefully the CEO will be made to understand what the problem is, and then he will say “yes. Do that!” This will then give the go ahead for change. If anyone takes it upon themselves to change production, they might get in trouble and no one wants to take responsibility..
At least, this is My take on things today Where bid manufacturing companies such as Boeing and SW are all about profit and not quality. Maybe this is a misguided view I have, but it seems to be the case from what I am seeing?
I’d like to be Wrong about this.
The CEO of Smith Wesson will very likely know next to nothing about firearms And everything about numbers.
You need to talk to the engineers and designers.
The engineers need to go upwards to their bosses until it gets to the CEO so that the CEO can get good info from the engineers.
Then hopefully the CEO will be made to understand what the problem is, and then he will say “yes. Do that!” This will then give the go ahead for change. If anyone takes it upon themselves to change production, they might get in trouble and no one wants to take responsibility..
At least, this is My take on things today Where bid manufacturing companies such as Boeing and SW are all about profit and not quality. Maybe this is a misguided view I have, but it seems to be the case from what I am seeing?
I’d like to be Wrong about this.
Model29-26.5
Well-known member
His time is better spent on what his only job is. Profits.
SweetMK
Well-known member
customer service??
I visited dealers for
Kubota
Kobelco
Case (industrial machines, bulldozers, excavators, etc)
John Deere
All were visited in the last two weeks,, looking to buy an excavator (8,000 pounds or less)
NOT ONE place had a salesman,,
I got to talk to a parts counter guy, or a rental guy, etc,,
In spite of them having $50,000 machines on the lot,,
I could not get a price,, on ANY of them,,
They mostly do not have prices for the machines I saw,,
A couple dealers had prices of on the website, for machines they do not have,,
or machines at another distant location,,
Amazing that I visited these places, and could not spend $50,000.
On another note,,
I did get to talk to the rental guy at the CASE dealer.
I can rent a 10,000 pound excavator for $1,500 a month.
(PLUS a little $$$ for insurance, and delivery)
Reexamining my needs, I might just rent one for a month,,
and get everything done in one shot, and not own the machine.
Hmmmmmmm,,
So, poor customer service may have saved me a BUNDLE of $$$$$,,,
I visited dealers for
Kubota
Kobelco
Case (industrial machines, bulldozers, excavators, etc)
John Deere
All were visited in the last two weeks,, looking to buy an excavator (8,000 pounds or less)
NOT ONE place had a salesman,,
I got to talk to a parts counter guy, or a rental guy, etc,,
In spite of them having $50,000 machines on the lot,,
I could not get a price,, on ANY of them,,
They mostly do not have prices for the machines I saw,,
A couple dealers had prices of on the website, for machines they do not have,,
or machines at another distant location,,
Amazing that I visited these places, and could not spend $50,000.
On another note,,
I did get to talk to the rental guy at the CASE dealer.
I can rent a 10,000 pound excavator for $1,500 a month.
(PLUS a little $$$ for insurance, and delivery)
Reexamining my needs, I might just rent one for a month,,
and get everything done in one shot, and not own the machine.
Hmmmmmmm,,
So, poor customer service may have saved me a BUNDLE of $$$$$,,,
I got my email to go through to their CEO and the person in charge of Technical Services. I will see what happens. I am only requesting help with getting my second attempt at the repair of my new S&W expedited.
It spent six weeks with them already and when I got it back on 8/12, there are still two chambers of my 10 shot 22LR revolver that are out of time. I have to turn the cylinder to get them to lock up when the hammer is fully locked back.
It spent six weeks with them already and when I got it back on 8/12, there are still two chambers of my 10 shot 22LR revolver that are out of time. I have to turn the cylinder to get them to lock up when the hammer is fully locked back.
I once had an issue with a piece of furniture i bought from Thomasville. A polite email to their CEO, got me a response from a senior VP and my issue resolved.
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Model 15-4ever
Well-known member
Only returned twice? Get in line. Plenty have sent their revolvers back 3 and 4 times due to shoddy or non-existent repair at the factory. My Model 36-10 Classic went back 4 times before I had to call a friend in high places and complain.... then it was totally replaced.
S&W has a LOT of issues with their revolver production. Sad. It's all about plastic pistols and carbines with them.
Based on recent experience, I have to recommend Colt. They actually seem to care what goes out the door these days, and the overall quality if far better than S&W.
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My suggestion and something I have been very successful at is instead of sending a common email that will surely get "lost in the process", hand write a letter. Not only a real letter but a hand written one in fountain pen ink! Make sure you address it "personal and confidential" as well.
I use a fountain pen and use neat cursive writing when sending in a letter to CEO's. The reason is very simple....... a letter written in fountain pen ink stands out like a sore thumb and gets noticed. It will have the best chance of getting read by the CEO just because it is unique. Most emails go to a Secretary, Assistant or low level person who chooses what to do with them. I'm betting most times a CEO never gets to see a standard email. This has worked for me many times. I have received personal phone calls from the CEO's of General Motors, LL Bean, T-Mobile, Brownell's etc. over the years. In order to get higher up in the chain, your correspondence should stand out.
No fountain pen? Then go buy a cheap disposable one at Staples. I am not guaranteeing this will work, but in my personal experience it has worked quite successfully for me and increases your chances over just another mundane email they receive on a daily basis.
Good luck.
I use a fountain pen and use neat cursive writing when sending in a letter to CEO's. The reason is very simple....... a letter written in fountain pen ink stands out like a sore thumb and gets noticed. It will have the best chance of getting read by the CEO just because it is unique. Most emails go to a Secretary, Assistant or low level person who chooses what to do with them. I'm betting most times a CEO never gets to see a standard email. This has worked for me many times. I have received personal phone calls from the CEO's of General Motors, LL Bean, T-Mobile, Brownell's etc. over the years. In order to get higher up in the chain, your correspondence should stand out.
No fountain pen? Then go buy a cheap disposable one at Staples. I am not guaranteeing this will work, but in my personal experience it has worked quite successfully for me and increases your chances over just another mundane email they receive on a daily basis.
Good luck.
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Since they moved HQ in 2021, their address is 1852 Proffitt Springs Rd in Maryville, TN
twodog max
Well-known member
Just guessing here but an easily available email address for the CEO of a major gun manufacturer like S&W would make them a target for anti gun crazies.
I have noticed the previously available CEO address for the Ruger CEO no longer is available.
Just thinking.
I have noticed the previously available CEO address for the Ruger CEO no longer is available.
Just thinking.
djohns6
Well-known member
Most CEO's have an Administrative Assistant that screens and prioritizes their email . That doesn't mean he won't see it , but choose your words . If you come out of the gate throwing rocks it may just go in the " Negative opinion " file and get a form letter response .
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