A little attitude with S&W customer service
- Thread starter Ronno
- Start date
Find a better dealer. You buy three guns at once and he won't help?
If he called Smith as a stocking dealer they should have sent anything missing to him, then him to you with no frustration.
I bought a Ruger GP100 special order, when they called and said it came in I rushed over to pick it up before they closed.
At home I noticed some bad machining marks on the frame, the dealer sent it back no charge to me and Ruger replaced the gun instead of fixing it.
I am sorry to hear the weren't polite and that was wrong, but you need better dealer customer service.
If he called Smith as a stocking dealer they should have sent anything missing to him, then him to you with no frustration.
I bought a Ruger GP100 special order, when they called and said it came in I rushed over to pick it up before they closed.
At home I noticed some bad machining marks on the frame, the dealer sent it back no charge to me and Ruger replaced the gun instead of fixing it.
I am sorry to hear the weren't polite and that was wrong, but you need better dealer customer service.
ldp4570
US Veteran
I've used S&W several times for work, an guess I'm lucky as I've yet to have any issues with them. They have two of mine right now. A 2206 where the rear sight sheared off during firing, free fix under warranty, an my 909 to add an ambi-safety. They've already emailed me to tell me the only ambi that will fit is an auto ambi-safety, so I won't be charged on that either.
Customer service?
I'm new to the forum but have a question. I bought a new M&P 9 C this past week-end and it has a few issues.
I talked with Smith today and they were adamant turnaround for sending it back was a minimum 30 days which I think is a stretch. I've had issues with other brands but turnaround was always days.
Any opinions!
I'm new to the forum but have a question. I bought a new M&P 9 C this past week-end and it has a few issues.
I talked with Smith today and they were adamant turnaround for sending it back was a minimum 30 days which I think is a stretch. I've had issues with other brands but turnaround was always days.
Any opinions!
firebirdude
US Veteran
what are the issues?
And they may be required to tell everyone 30 days. So you don't have people freaking out when it takes 2 days longer than quoted.
And they may be required to tell everyone 30 days. So you don't have people freaking out when it takes 2 days longer than quoted.
Customer service
I understand.
For the first 50 rounds or so, it wouldn't lock the slide back at the end of a mag. I put 300 rounds throught it today and had 6 or 8 FTF, 4 stove pipes and was still seeing the slide not locking back every time. I used PMC and Winchester PDX ammo.
Thanks,
I understand.
For the first 50 rounds or so, it wouldn't lock the slide back at the end of a mag. I put 300 rounds throught it today and had 6 or 8 FTF, 4 stove pipes and was still seeing the slide not locking back every time. I used PMC and Winchester PDX ammo.
Thanks,
weedfarmer
Member
Sorry yo u feel that way but blame not SW but the a-holes who cheat all the time and screw it up for the rest of us.
dealers have been known to swipe a mag from a new gun and they all should open the box upon delivery to check serial number and condition. however, and i only seen this once smith does screw up with the mags because here in mass we can only have ten rd mags and my dealer got a gun from smith with 1 ten and 1 15 rd mag. smith was way behind on there orders dating back at least six months but are cathing up now
You're the customer. Who cares. Get it the quickest and cheapest way you can.
As of 8/23/11, there are no M&P .45 pistols that can be found at any DISTRIBUTER. I'm told that S&W has an 8-month backlog on .45 M&P due to an overseas order.
Also, the gun shop does not order direct from S&W. We get them from distributers and your gun is probably on backorder. If you haven't got your pistol yet, call your dealer and have him check with the distributer.
remat457
Member
Somebody ask them what the scoop is on their Facebook page, they recently asked why there were no 9mm's available and S&W replied that they were shipping everyday.
UPDATE:
UPDATE:
Now months after all of this happened, I got a call…
Please let me say this from reading all the post here. Thank you all for your replies. I did read each and every one. As I should have said in the OP I bought three at once, we had all three boxes, cases opened on the glass case and yes I SHOULD have noticed a mag was missing. I readily admit that. I should have asked but the kel-tec came with only one mag, so seeing one mag in the case was what I was looking at in front of me. The next weapon in front of my eyes was the Performance Center 44mag and to be completely accurate, the 44 had about 99% of my attention during all of this.
These were my first S&W purchase ever. In fact it was also my first kel-tec purchase. Prior to this it has always been Springfield, Colt and Ruger. Some you get two mags, sometimes you get three and sometimes you only get one (kel-tec) so no flag was raised in front of me at that time. But again I was just happy to have the 44 in my hands.
Also like I said I did call the shop first and asked about the missing mag. These people know me, in fact the time before this trip I was in the shop & I bought 5 weapons at one time. So believe me, they know me. The only other thing I could think of was to call S&W. I was not short or being smart with the CS guy at all. I did take it as he was calling me a liar at the end with his “3 mags” comment. But that was the end of the call and that had me upset.
One mag did show up to my house and that was all I wanted, I did not want extra anything as a “We are sorry” type of thing. Once I found out that it was supposed to have 2, I just wanted the 2 nothing extra at all. It showed up and honestly had no invoice, no shipping report or packing order. Just opened the package and there was the magazine.
Now fast forward up to about a month ago. The shop I bought this from calls me and guess what? They HAVE the original mag that came with the M&P. It seems during their inventory for the year somebody found the mag. The guy I bought these from said one of the workers working the inventory found it under the front counter. I guess they were counting something and dropped a part and it went under the counter. In looking for it they found this mag. Still don’t know when it got there under the counter, I can’t be 100% sure it did not fall when we had everything on the counter at one time or if it dropped at an earlier time while they showed that particular M&P to someone else.
So he said come on out and pick it up since it went with my M&P. I went and got and after two days I called S&W and talked to their CS again. (Not the same person, in fact I could not tell you his name now) I explained what happened and why I called the first time. I did not go into the issue I had with the CS guy, I just said I called because I did not have it, the shop said they did not have and you (S&W) was nice enough to send me a replacement mag. And now since the shop found the missing mag if you (S&W) wanted the mag back I would just send the one they found since it had not been used.
I thanked them for replacing it but now that I have this other one I would send one back. They guy I talked to did not say anything for a few seconds and then said, “Well this is a first for me, someone wanting to RETURN a good item that we gave to a customer” and he laughed a little. Then he said, Ron, thank you for your call and wanting to set things right but go ahead and keep the mag, consider the one we sent you a gift from S&W and we hope to continue to have you as an S&W customer…
Yes I said I had the found mag for two days before I called, I at first thought cool now I have three mags… But after thinking about it I could not just keep it and take advantage of something like that without making the call. However I am human so for two days I thought about just keeping it without calling S&W!
I just wanted to update everyone on this and let tyou know how it ended and how it is ironic that I am now “enjoying my 3 mags” just as the CS guy said on that first call…
I did learn from this, ALL items are checked before I take anything out the door now. I make SURE I do that.. I even have my wife make sure I do that! Live and learn..!
UPDATE:
Now months after all of this happened, I got a call…
Please let me say this from reading all the post here. Thank you all for your replies. I did read each and every one. As I should have said in the OP I bought three at once, we had all three boxes, cases opened on the glass case and yes I SHOULD have noticed a mag was missing. I readily admit that. I should have asked but the kel-tec came with only one mag, so seeing one mag in the case was what I was looking at in front of me. The next weapon in front of my eyes was the Performance Center 44mag and to be completely accurate, the 44 had about 99% of my attention during all of this.
These were my first S&W purchase ever. In fact it was also my first kel-tec purchase. Prior to this it has always been Springfield, Colt and Ruger. Some you get two mags, sometimes you get three and sometimes you only get one (kel-tec) so no flag was raised in front of me at that time. But again I was just happy to have the 44 in my hands.
Also like I said I did call the shop first and asked about the missing mag. These people know me, in fact the time before this trip I was in the shop & I bought 5 weapons at one time. So believe me, they know me. The only other thing I could think of was to call S&W. I was not short or being smart with the CS guy at all. I did take it as he was calling me a liar at the end with his “3 mags” comment. But that was the end of the call and that had me upset.
One mag did show up to my house and that was all I wanted, I did not want extra anything as a “We are sorry” type of thing. Once I found out that it was supposed to have 2, I just wanted the 2 nothing extra at all. It showed up and honestly had no invoice, no shipping report or packing order. Just opened the package and there was the magazine.
Now fast forward up to about a month ago. The shop I bought this from calls me and guess what? They HAVE the original mag that came with the M&P. It seems during their inventory for the year somebody found the mag. The guy I bought these from said one of the workers working the inventory found it under the front counter. I guess they were counting something and dropped a part and it went under the counter. In looking for it they found this mag. Still don’t know when it got there under the counter, I can’t be 100% sure it did not fall when we had everything on the counter at one time or if it dropped at an earlier time while they showed that particular M&P to someone else.
So he said come on out and pick it up since it went with my M&P. I went and got and after two days I called S&W and talked to their CS again. (Not the same person, in fact I could not tell you his name now) I explained what happened and why I called the first time. I did not go into the issue I had with the CS guy, I just said I called because I did not have it, the shop said they did not have and you (S&W) was nice enough to send me a replacement mag. And now since the shop found the missing mag if you (S&W) wanted the mag back I would just send the one they found since it had not been used.
I thanked them for replacing it but now that I have this other one I would send one back. They guy I talked to did not say anything for a few seconds and then said, “Well this is a first for me, someone wanting to RETURN a good item that we gave to a customer” and he laughed a little. Then he said, Ron, thank you for your call and wanting to set things right but go ahead and keep the mag, consider the one we sent you a gift from S&W and we hope to continue to have you as an S&W customer…
Yes I said I had the found mag for two days before I called, I at first thought cool now I have three mags… But after thinking about it I could not just keep it and take advantage of something like that without making the call. However I am human so for two days I thought about just keeping it without calling S&W!
I just wanted to update everyone on this and let tyou know how it ended and how it is ironic that I am now “enjoying my 3 mags” just as the CS guy said on that first call…
I did learn from this, ALL items are checked before I take anything out the door now. I make SURE I do that.. I even have my wife make sure I do that! Live and learn..!
Last edited:
Tyrod
Member
Even still. I wonder about the folks that keep saying well, you should have checked before you took. My gawd are these people emotionless. Frankly, I'm pretty keyed up when I go to get a gun I've ordered. I don't believe I've ever lost items that way, but I do know some bad dealers will scarf up extra mags surreptitiously. I could easily overlook something.
Glad everything worked out for ya. Enjoy your 3 mags.
Glad everything worked out for ya. Enjoy your 3 mags.
SMMAssociates
Member
Tyrod:
Back in 2004, I bought a new Para Tac-Four (that's their P1345 as an LDA). Supposed to come with two full-cap magazines, and one neutered one (10 rounds; full-cap is 13).
Only one of each in the bag....
I double-checked the web site, and called my dealer. Turned out that Para had been stockpiling the full-cap magazines, and post-ban, had told the distributors to supply two of them with each gun they shipped to a dealer. The 10-round magazine was in the factory box. Somehow they'd managed to not ship mine to the dealer. (Stuck to the box with a rubber band!)
Amy made a couple of calls, and I got the second full-cap magazine in a few days.
Really didn't mind too much. The dealer wasn't selling too many P13's, and Amy was worth the drive over just to look at....
(Her boyfriend was kinda big - used Volkswagen axles for toothpicks - and my wife wouldn't let me keep her anyway, but really cute, and liked guns. What's not to like?.)
Regards,
Back in 2004, I bought a new Para Tac-Four (that's their P1345 as an LDA). Supposed to come with two full-cap magazines, and one neutered one (10 rounds; full-cap is 13).
Only one of each in the bag....
I double-checked the web site, and called my dealer. Turned out that Para had been stockpiling the full-cap magazines, and post-ban, had told the distributors to supply two of them with each gun they shipped to a dealer. The 10-round magazine was in the factory box. Somehow they'd managed to not ship mine to the dealer. (Stuck to the box with a rubber band!)
Amy made a couple of calls, and I got the second full-cap magazine in a few days.
Really didn't mind too much. The dealer wasn't selling too many P13's, and Amy was worth the drive over just to look at....
(Her boyfriend was kinda big - used Volkswagen axles for toothpicks - and my wife wouldn't let me keep her anyway, but really cute, and liked guns. What's not to like?
.)Regards,
g_conway
US Veteran
It's so typical to blame someone else for the buyers lack of due diligance. The OP had the responsability to check when the pickup was made, and didn't. Then he complains that S&W didn't treat him with kid gloves.
No wonder society wants to blame everyone but themselfs for problems.
I am not saying the OP lied, just that he was responsable.
No wonder society wants to blame everyone but themselfs for problems.
I am not saying the OP lied, just that he was responsable.
firebirdude
US Veteran
I said this 9 months ago. Looks like my guess was spot on. I stand by every word of it.
Maybe you need to re-read ALL the post I wrote here. Yes I should have, I admitted it was my fault, not a problem with that.
But I did not complain because I was not treated with "Kid gloves" as you wrote… I expected to be treated with respect as anyone would have been and what I was treating him with. I Complained at the attitude from the CS guy. CS is not supposed to pass off their bad days on the people calling them for help or advice. And I called them AFTER I called the shop I bought these from and they told they did not have it. SO at that time if the shop you buy from tells you “We don’t have it” then anyone and I would guess including yourself would call the company to ask about it…
Which is all I did, I did not give him any attitude, all I did was ask about a mag that was missing and told him the shop I bought from said they did not have it so the only other logical reason it was not there is S&W did not include it.
He had the attitude and with his last comment it was plain to see where he thinking… THAT is what I had the problem with..
Thanks for reading
I think the seller should have made it right the day you called. They know there's always 2 mags in a civilian gun purchase, you were their customer and you didn't get what you paid for.
Yes the S&W CS guy was wrong for having an attitude, but I guarantee he gets the 'missing mag' call about 30 times a day. Sometimes you just let some steam off.
What really makes me suspicious is the seller 'finding' a mag after half a year and knowing it was your mag. Of the hundreds of guns they sell, they determined this is your mag. I think word got back to them or they saw this post or something. Is it possible that they found a mag and remembered you called once 6 months ago and said you were missing one? I suppose it is.
No matter what I would be upset the seller didn't take care of his customer. It's a $25 mag and he was selling you $2000 worth of guns in one sale. And you are a regular customer.
You should have been immediately taken care of at the counter and they could work out what happened later.
Yes the S&W CS guy was wrong for having an attitude, but I guarantee he gets the 'missing mag' call about 30 times a day. Sometimes you just let some steam off.
What really makes me suspicious is the seller 'finding' a mag after half a year and knowing it was your mag. Of the hundreds of guns they sell, they determined this is your mag. I think word got back to them or they saw this post or something. Is it possible that they found a mag and remembered you called once 6 months ago and said you were missing one? I suppose it is.
No matter what I would be upset the seller didn't take care of his customer. It's a $25 mag and he was selling you $2000 worth of guns in one sale. And you are a regular customer.
You should have been immediately taken care of at the counter and they could work out what happened later.
I agree with almost everyone in this situation.
1. I would have felt it was my fault for not checking carefully. (who can blame him, he was getting 3 guns! Not really an excuse but I would have been jumping all over the place waiting to run out out of the door so I could drool over my new guns in the comfort of my own home)
2. I still would have called the store and when they said they couldn't really do anything, I would have called smith and wesson. What? I'm missing a mag! Maybe it happens more than you think from S&W. I don't know. But if you don't call, there is no way you'll get a mag from them. Doesn't hurt to make a phone call.
3. It's not a matter of kid gloves or feelings getting hurt of what not. i totally understand the OP's frustration. The S&W's last comment equaled calling him a liar. What good did that serve? Did the customer rep really accomplish anything? And as a representative of S&W, did S&W just call him a liar? Name calling is poor customer service, plain and simple. "I'll send you a magazine but I'll call you a liar and a thief while doing it" gets no one anywhere.
I've been a high school teacher for the last 12 year. I get lied to on a daily basis by high school kids and from parents more than you'd want to know. (At least the students make up believable stories). Much like why a student didn't do their homework, from a customer service stand point, calling someone a liar does nothing to build rapport between people and serves no purpose. And as a customer who's telling the truth, I don't want a company calling me names. I have no idea if those are kid gloves or not.
It was the OP's fault. The customer service person should have told him that then reluctantly sent him another mag. But they wanted to take the high road, believe that the customer is always right and send him another mag for the purpose of building a good relationship. Which was totally negated by then inferring he was a liar. It would have almost been better for S&W to deny him his magazine politely.
1. I would have felt it was my fault for not checking carefully. (who can blame him, he was getting 3 guns! Not really an excuse but I would have been jumping all over the place waiting to run out out of the door so I could drool over my new guns in the comfort of my own home)
2. I still would have called the store and when they said they couldn't really do anything, I would have called smith and wesson. What? I'm missing a mag! Maybe it happens more than you think from S&W. I don't know. But if you don't call, there is no way you'll get a mag from them. Doesn't hurt to make a phone call.
3. It's not a matter of kid gloves or feelings getting hurt of what not. i totally understand the OP's frustration. The S&W's last comment equaled calling him a liar. What good did that serve? Did the customer rep really accomplish anything? And as a representative of S&W, did S&W just call him a liar? Name calling is poor customer service, plain and simple. "I'll send you a magazine but I'll call you a liar and a thief while doing it" gets no one anywhere.
I've been a high school teacher for the last 12 year. I get lied to on a daily basis by high school kids and from parents more than you'd want to know. (At least the students make up believable stories). Much like why a student didn't do their homework, from a customer service stand point, calling someone a liar does nothing to build rapport between people and serves no purpose. And as a customer who's telling the truth, I don't want a company calling me names. I have no idea if those are kid gloves or not.
It was the OP's fault. The customer service person should have told him that then reluctantly sent him another mag. But they wanted to take the high road, believe that the customer is always right and send him another mag for the purpose of building a good relationship. Which was totally negated by then inferring he was a liar. It would have almost been better for S&W to deny him his magazine politely.
I asked them about that, how did you know it was "my" mag... he said because I was the only one (I guess he meant customer) that had one missing...
So all I could do was take him on his word. But the kel-tec only comes with one mag. So some have only one and some have three but most have two...
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