Advice for a new S&W owner

[mcmikeal]

Hello all,

I just joined the forum from TX (DFW area). I have two new S&W pistols. A Performance Center 627 and a Pro-Series 1911 in 9mm. I would like some help determining what my next course of action should be.

I have attached a couple pictures showing a burr extending half way around the muzzle of the 627 and a small burr to the right of the barrel link on the 1911. Neither defect stop the firearm from functioning. On the 627 there is a good chance that the accuracy will be impacted (I have not actually fired it yet). On the 1911 it is more difficult to assemble the firearm after field striping and there will likely be extra wear.

I have emailed S&W customer support without response. I also called the customer support line and had a somewhat odd experience. The support Engineer was professional. But at no point did he offer any apology either personally or from the company. I mentioned my email a couple times, and he wouldn't acknowledge it. Literally, he just stopped talking after I mentioned email until I moved onto another subject. From the beginning he wanted me to just keep the 627 as is (I didn't actually bring up the 1911). He did eventually offer to send me a prepaid shipping label. I also got him to offer a high visibility front sight for the 627.

That was 11 days ago I have not heard nor seen anything from S&W. I feel like I have been quite patient. I am going to try calling S&W again tomorrow.

Does anyone have any advice or experiences they can share in dealing with S&W?

More background: I have just starting getting into shooting again after relocating to TX for work. I know that both pistols are great. A coworker recommended them very highly and took me to the range to test his out. The 1911 is amazing. I have fired a few that were in 9mm, but this is the only one that actually feels like a 1911 (just minus some of the kick). The action is amazing. The same coworker does competition steel matches and I will likely start next month as a novice.

I actually ordered/received the 1911 first. The burr was not noticed until after I had difficulties with reassembly after cleaning for the first time. I thought I could just take a file to it myself, but have started to have second thoughts. The bottom line being that it was difficult to find and understandable how it could have been missed from a manufacturing standpoint.

The 627 was a different story. I noticed the muzzle burr within 10 seconds of my first inspection, although I didn't have my glasses so I didn't realize how bad it was. I had about a year and a half as a Machinist and have difficulty with how that could have been missed. It looks like the chamfer was just not quite completed. That means that both the machine operator and any QC worker down the road missed the burr. Not to mention anyone working on the pistol after the barrel was machined. Remember that it is a Performance Center piece.

Anyway, at this point I am very disappointed with the S&W experience. Am I over reacting here?

Thanks,

Matt

 

[gwalchmai]

No. I don't think you're everreacting. I'd allow S&W fix the problems on their dime.

 

[Old cop]

You write a very good post and if it were me I'd begin to compose a letter to the president of S&W laying out the case as you have here. In the meantime stay on top of S&W. The people you get on the phone run hot and cold.

 

[fyimo]

No. I don't think you're everreacting. I'd allow S&W fix the problems on their dime.

+1 on what he said

 

[coltlover66]

No, you're not over reacting. For me, I don't know that the 1911 would be worth the trouble sending back. A few short minutes w/ a small flat file would take care of it. I understand it's a matter of principal, that's just me. The 627 on the other hand, it would be sitting on their front steps before weeks end. That has to piss you off every time you look @ it! For the kind of money these guns command, there is no excuse for that kind of defect.

 

[stantheman86]

The last two "name brand" guns I bought brand new in box (S&W 617 and a Ruger .44 Alaskan) both of them came out of the box filthy, scratched up and the Alaskan had rust on it........I paid nearly $800 for each of them......I should have just bought used models of the same and probably got a gun in the same condition as these were new.

I would demand S&W fix both guns for 0 cost, for what we pay for new guns they should not have flaws like that.

 

[M3Stuart]

Welcome to the forum! I'm in your area.

+1 on getting them to fix both on their dime. If you take a file to it and make it worse, then you don't have case. Plus, if you mess up the crown it will affect the accuracy.

 

[drd]

Try another call, you got a goof

I have a 1911 Pro Series 9mm and love it, I have never had a FTF of FTE.
It is accurate as the shooter can be.

You apparently got a goof ball on the phone.

I called once because the Slide stop had to be forced in and out by pressing on the plunger with a jewlers screw driver, it was simply too long.

When I called, CS was very attentive, sent me a label, returned the pistol quickly and left their Mag in the gun when they shipped it to me; so I wound up with 3 mags. They buffed the slide stop and shortened the plunger.

My problem was MINOR compared to your's, I have to believe that you got a goof ball on the phone. Try again and let us know what kind of response you get.

If SW customer service is as you describe, it is a major deviation from their past years great reputation; we will wonder if some major change is taking place in MASS or Maine.

Darn it I just ordered a Model 632, I will certainly inspect the heck out of it.

 

[rbert0005]

If it were me, I would take the 5 minutes it would take to clean up the burrs on both of them and be done with it.

I really don't think I would want to send them off for who knows how long and get them back in who knows what condition.

But that's just me,
Bob

 

[mcmikeal]

You write a very good post and if it were me I'd begin to compose a letter to the president of S&W laying out the case as you have here. In the meantime stay on top of S&W. The people you get on the phone run hot and cold.

Thanks, I like the idea of putting a letter for the president of S&W together. Some quick googling shows that is currently James Debney. Any ideas on how I would go about getting a letter to him?

 

[mcmikeal]

A general update:

I called and got a different customer service rep. He was nice, just about exactly what I would have expected the first time around. He is shipping out two labels, one for each pistol. He recommended against just sending in the barrel of the 1911 as they track everything on serial number. He recommended against trying to do my own work on the 1911 in the off chance that I messed it up, voiding the warranty.

He didn't have an answer for the previous email or call. I did get his name and the order numbers that would be referenced on the prepaid shipping labels. As for the high visibility front sight, he that that he wasn't going to do anything like that. The great S&W customer service is getting the new firearms repaired without cost.

A quick note on doing the repairs myself, I could go either way on the 1911 barrel. There is no way I would touch the muzzle of the 627. Any work there that is off at all will impact the accuracy of the firearm. It would require removing the barrel and having properly fit lathe to clear the burr and set the chamfer correctly. I think it would be too easy to get the center off any other way. I don't have access to any tooling like this, and it has been over 12 years since I did any real machine work.

Thanks to everyone for all the responses. I will update if I hear anything else.

 

[C Islander]

Sorry to hear your story. Keep us up to date as to how it's going. In the mean time, welcome to the forum!