S&W customer-NO-service Vent

[Walt629]

This may be a minor issue to many but to me customer service is paramount for any corporation that wants to consider themselves "World Class".

Back on November 28, 2013 I tried to contact S&W customer service through the web site link for 'Contact us'. I rapidly got the computer generated response that told me a customer rep would contact me within 5 business days. I even was issued a Ticket number for the contact.

A month later in December 2013 I still had heard nothing from S&W so I sent another follow up email. Again, no response.

So I sent off another reply to the email address provided ([email protected]). Still no response other than the automatic reply from S&W telling me:

"At Smith & Wesson, we value our customers. So, we have been hard at work this summer installing a new system that will help us to deliver an enhanced level of customer service. When completed, our new system will help you more quickly access everything you need from Smith & Wesson, whether it’s information on a new or existing product, or a conversation with one of our knowledgeable representatives. The delays experienced in our customer service department as a result of this process have been frustrating for all of us. For that we apologize, and we truly thank you for your continued support. We request your patience for just a bit longer. Soon we will be back up to speed with a new and improved capability that will further enhance the high quality customer service you have come to expect from Smith & Wesson. Thank you."

The truly sad part of all this is the problem I had was minor. The plastic dots fell out of the indents on my front and rear sights of my Shield 9mm. I fixed the problem my self. I had to. This is my EDC. But I still deserve a response from S&W even if it is to tell me 'oops! Sorry!'

So the last response to their automated email was a nastygram from me. This is probably the last S&W product I'll buy because of the complete lack of customer service response. I say that seriously.

I'm quite sure that there are many in here that will have all sort of good stories of customer service response that will out weigh my experience but to me the defining measure of how a corporation treats the smallest complaint is a measure of how much they deserve my business.

[superbeast1098]

Thats why I never email a company through their website. I know that I will always get that generic response. I usually call the company if I need something.... And you could have called S&W to have them help resolve your issue... lol....

[Badquaker]

The email system is a known joke. If you are not willing to make a phone call, nothing is going to happen.

Btw, what did you expect to happen with the missing dots? Did you want to send your edc for a month or more for someone to dab paint on the sights?

Good luck

[blackpowder30]

I have dealt with S&W service via email [email protected] no less than a dozen times in the last 5 years with very quick response time. Services included a barrel replacement on a new model 27 Classic nickel, a bent yoke replacement and total reblueing of a new model 29 Classic, an action job from the PC for my 629 and several technical questions. I choose to deal with S&W and everybody else via email because I get replies in writing and never have to deal with he said-she said. I have never waited more than 24 hours for a response. I also am aware that everyone in the guns & ammo business has been under extreme stress the past two years and sometimes it might require customers to have patience and look for other options to accomplish a task.

[MichiganScott]

Why are all the rants about bad customer service the first or second post by the individual doing the ranting?

If the OP used the search function on this site he/she would have found that the usual fix for the white dots falling off is a bottle of Testors paint and a toothpick. The dots are paint, not plastic.

More time has been spent complaining than it would have taken to fix the sights. No way am I sending in a pistol for six months when I can fix it in six minutes.

[KLYDE]

In the past I have had acceptable service with the Factory. I've posted accolades in regard to these positive dealings.

However the last few interactions have been a little troubling. Including placing an order, getting an order #. Never being charged and never receiving it. As if I never talked to the rep for 15 minutes with part #'s and credit card info. The order # must have just disappeared.

The next event was placing an order, having my credit card charged and never getting the product. The amount was 30 something dollars back in Dec. Never bothered calling as I don't want to wait on hold with the phone to my ear for a half hour for a rep. Write it off.

Seems to me that with the enormous work load at the factory things have been going south. Kind of reminds me like dealing with Harley Davidson. The twilight zone. Beginning to leave a sour taste in my mouth.

[DanDolfn]

Somehow it doesn't add up that you would pay $30 for something, not get it, and just write it off as a bad experience.

It's even harder to believe that if you had simply followed up with a phone call that you wouldn't have received satisfaction.

Having said that, there's no excuse for having an email contact service and not responding.

[Bugs Bunny]

Lets be honest S&W today is not the same customer service it was back in the early 80's.

As for the paint dots I must say I would not even waste my time for a 5 minute fix it yourself issue, the half hour wait on the phone the paint will be dry

[KLYDE]

Originally Posted by DanDolfn

Somehow it doesn't add up that you would pay $30 for something, not get it, and just write it off as a bad experience.

It's even harder to believe that if you had simply followed up with a phone call that you wouldn't have received satisfaction.

Having said that, there's no excuse for having an email contact service and not responding.

I figured it wouldn't take long for someone to chime in and place the blame on me. I guess you didn't read my post that I don't have the time nor care to sit on hold for a half hour with the phone to my ear waiting for a customer service rep. What are they going to tell me, that it was lost "in the mail". Not worth the aggravation for $38. If you want I'll give you the order number and you can call for me. Let me know.

Now having mentioned "lost in the mail". I realize such things do happen. If this were the only instance of a bad transaction I would probably write it off as such. This non delivery coupled with the "phantom order" placed 4 months earlier sure has me wondering.

Having said that I'll agree with the OP that the foundation of a company is customer service. In the long run bad CS will ultimately come back and bite them.

[VPNAVY]

Originally Posted by KLYDE

...I don't have the time nor care to sit on hold for a half hour with the phone to my ear waiting for a customer service rep...

I am with you - don't care to sit on hold for a half hour (or more). If a company ignores my e-mail(s) or doesn't provide a satisfactory response - I pass on my experience with the appropriate community and NEVER EVER purchase another product from them again.

[KLYDE]

[QUOTE=Bugs Bunny;137817498]Lets be honest S&W today is not the same customer service it was back in the early 80's.

As I posted I have had very positive dealings with CS up to about a year ago. I've posted several accolades on these dealings. It seems just recently things have gone bad. Maybe just 2 coincidental bad events. Many will post that the OP is crying and some how it is his fault. These members have NOT had a bad experience. If you happen to have a bad experience it will taint your opinion.
Regards

[Walt629]

Originally Posted by MichiganScott

Why are all the rants about bad customer service the first or second post by the individual doing the ranting?

If the OP used the search function on this site he/she would have found that the usual fix for the white dots falling off is a bottle of Testors paint and a toothpick. The dots are paint, not plastic.

More time has been spent complaining than it would have taken to fix the sights. No way am I sending in a pistol for six months when I can fix it in six minutes.

Well if you read the post thoroughly you would have noted that I DID fix the problem. Like I said this is my EDC and the issue had to be fixed.

This isn't about a fix, it IS about a response.

[Walt629]

Originally Posted by Badquaker

The email system is a known joke. If you are not willing to make a phone call, nothing is going to happen.

Btw, what did you expect to happen with the missing dots? Did you want to send your edc for a month or more for someone to dab paint on the sights?

Good luck

No. Like I said, I fixed the issue. I keep a health helping of sight paint in the shop. What I expect to happen is S&W to at the very least respond to my email.

The email system is set up by the company I am dealing with. If it is a joke,like many here have stated then it needs to be changed. Picking up the phone is not an option. I have a job that does not include the luxury of time to sit on hold for any length of time.

If a contact system is provided, it needs to work.

And as far as 'dabbing paint' on the sights? I would expect S&W to replace the faulty component no less that if the trigger malfunctioned. I didn't pay the money to have the gun, any part of it, to fall apart under normal use.

I am not accustomed to accepting substandard quality from any manufacturer. Maybe others are.

[Walt629]

[QUOTE=KLYDE;137817539]

Originally Posted by Bugs Bunny

Lets be honest S&W today is not the same customer service it was back in the early 80's.

As I posted I have had very positive dealings with CS up to about a year ago. I've posted several accolades on these dealings. It seems just recently things have gone bad. Maybe just 2 coincidental bad events. Many will post that the OP is crying and some how it is his fault. These members have NOT had a bad experience. If you happen to have a bad experience it will taint your opinion.
Regards

It would seem that my sole experience has fallen into the 'bad years' of S&W.

[Walt629]

Originally Posted by MichiganScott

Why are all the rants about bad customer service the first or second post by the individual doing the ranting?

If the OP used the search function on this site he/she would have found that the usual fix for the white dots falling off is a bottle of Testors paint and a toothpick. The dots are paint, not plastic.

More time has been spent complaining than it would have taken to fix the sights. No way am I sending in a pistol for six months when I can fix it in six minutes.

What does the number of posts from a reader have to do with the issue at hand? Must one have an incredibly high posting count in order to submit an issue? Or can one only post bunny stories for the first 20 or 30 posts in order to bring a fairly serious customer service flaw to the attention of the forum?

I'm just askin'.

[MichiganScott]

Originally Posted by Walt629

What does the number of posts from a reader have to do with the issue at hand? Must one have an incredibly high posting count in order to submit an issue? Or can one only post bunny stories for the first 20 or 30 posts in order to bring a fairly serious customer service flaw to the attention of the forum?

I'm just askin'.

You may choose not to believe it, but an incredible number of negative first posts concerning S&W or their product come from trolls.

[Walt629]

FYI.

These forums must be monitored by S&W. At least I now believe that. At least it seems coincidental that I put up this thread and within a couple of days I got an email from S&W today.

It was the standard 'send your gun back for review' along with the return form to fill out.

Obviously or so it seems, whoever is at the other end of the email didn't read the email otherwise they would have read that the sight issue was resolved the day the dots popped out.

Oh well. It is what it is. The expectation was low to start with so I guess any response at all is a positive.

[tomtheturner]

I sent an email to S&W Customer Service this morning at 6:00.
I was inquiring about an item not being with an order that I had received. I got a reply at 8:47.

Very fast response time. I wouldn't have had to send the email though if they had indicated to me someplace that the part was on back order . . . .

Tom

[rushbeau]

Hi Walt,

Customer satisfaction is important, and I don't think your complaint is minor. I have experienced lousy customer service over the last 30 years, and it does seem to me to be the norm for me. It can be really discouraging, so I will relate my very recent customer service experience here, so it might encourage you a little.

I purchased a 686-6 with 21/2" barrel in mid-January of 2014. During the first cleaning, I noticed the extractor would "clock" and hang on the cylinder which prevented it's seating fully. I checked Smith and Wesson's customer service page on their website and noticed the note which stated they were swamped with telephone calls, and they requested the customers contact them via e-mail. So, I sent them an e-mail in which I described my problem. Marva replied within two days to inform me to be on the lookout for a FEDEX label in my in-box. The label arrived within 5 days, I called FEDEX per the accompanying instructions and arranged for a "pick-up" for the next day. I packed my revolver with a detailed letter and a request for them to chamfer the chambers and include a plate screw for my 686-4. Three weeks later, Marva sent me an e-mail informing me my revolver was on the way back to me. I had been expecting Customer Service to call me to authorize payment for the extra service I requested; but, I never received a call. Smith and Wesson replaced the extractor, chamfered the chambers, tuned the action, and gave me a new plate screw and did not charge me for any of the services or parts, though they were not covered by the warranty.

This is the third time Smith and Wesson has done this to me over the last twenty years. The other two experiences were third generation pistols with "crunchy" triggers. They had the Performance Center tune my pistols and did not bill me. So, though I have had many bad customer service experiences, I've not had one with Smith and Wesson.

At least I can say I am well-pleased with my customer service experiences with them.

Its a real bummer and discouraging when a customer has a poor customer service experience; and, to the customer its always a big deal (as it should be). I would be surprised to learn that Smith and Wesson pays any attention to any of the forums, but some of their employees may be interested in his one. In any case, they really are working hard to satisfy their customers.

I hope my story encourages you.

Happy Easter!
Rushbeau

[05CarbonDRZ]

Originally Posted by KLYDE

I figured it wouldn't take long for someone to chime in and place the blame on me. I guess you didn't read my post that I don't have the time nor care to sit on hold for a half hour with the phone to my ear waiting for a customer service rep. What are they going to tell me, that it was lost "in the mail". Not worth the aggravation for $38. If you want I'll give you the order number and you can call for me. Let me know.

Now having mentioned "lost in the mail". I realize such things do happen. If this were the only instance of a bad transaction I would probably write it off as such. This non delivery coupled with the "phantom order" placed 4 months earlier sure has me wondering.

Having said that I'll agree with the OP that the foundation of a company is customer service. In the long run bad CS will ultimately come back and bite them.

How about calling your credit card company and have them reverse the charges since you never received the items you paid for?Even if it takes 30mins to get $38 bucks back that is well worth it in my world.My time is worth $76/hr,Hell I work for 1/3 of that......

[Rick_A]

No time for phone but enough to shoot off several Emails?

Like others, minor stuff like that I don't even bother with, from any company.

I've definitely fixed worse things on fancier new guns.

[Alk8944]

Let's see, 7 total posts in a total of 2 threads started by the O.P. Both threads have the same subject, complaining about S&W Customer Service and the same incident being the basis of both! He couldn't get any traction the first time! Maybe we should quit pandering to him in this thread, I know I have nothing else to add after this once.

Whether Walt629 likes it or not that very clearly defines a TROLL. Maybe if he had anything positive to say he should start a thread about that!

[RetDet]

Just a week ago, I emailed S&W with a parts question and received some of the answer in a few days. I had asked for the missing info in the middle of a rambling question, and they missed that. That's MY fault. So, I sent a follow-on question and got my answer on a Saturday 2 days later.

Plenty good enough service for me on an email inquiry. If I had needed the data immediately, I would have called on the phone.

S&W is polite in the auto-responder to advise that an answer may take 5 days. I got fair warning, and it suited me fine.

[Laketime]

I use to re do all of my Dots with glow in the dark paint from a hobby shop. They are just a little off white in the sun light, but glowing at dusk or low light.

[FlyFish]

Just as another data point . . . I emailed S&W CS at 10:11 this morning (4/14/2014) inquiring about having the cylinder with oversized throats on my 25-5 replaced, i.e., do they do it, how many $, how much time.

I received a response at 1:50 answering all my questions. (For those who may be interested: yes, about $200, about 7 months, respectively.)

Pretty darn good customer service, I think.

[brasser]

I was considering sending a Model 39 in for service until the rep informed me that turn around time was only 10 or 11 months for vintage guns...forget about it.

[blujax01]

The company from which I recently retired had a blood-letting a couple of years ago. Several engineers were fired and "Someone" forgot to turn off their phone extensions and emails.

As a result, a few hundred customers were calling and emailing and leaving messages concerning open projects that never got heard, much less answered. It was a big mess and a huge embarrassment. The bigger the company, the more apt this is to happen. Not making excuses, just sharing similar frustrations.

[03Fatboy]

I have two orders in with S&W since last summer. Up till then, my orders always shipped within a few days. I have called several times since then and they tell me I'm still in the que and there new software system is part of the issue and some of the parts I ordered (recoil springs) are not in stock.

At this point I have given up, unfortunately.