Average wait time for a return label?

[andyems10]

I contacted S&W on July 20th about a few issues with my Shield .40. The roll pin below the takedown lever begins to work out after only 1-2 magazines. I felt okay with fixing that myself. After my last range visit I noticed there was a drag in the guide rod when working the action. It's hard to describe but on the last 1/3 of the cycle you can feel a "binding" as if the guide rod is rubbing on itself. I asked them if this was normal and they could send me a new guide rod and roll pin so I could swap them myself. I got their standard answer that I needed to send the firearm in for service. I waited over 3 weeks before I heard anything from them. I only did get a reply after messaging them asking what was taking so long for my return label. A week after that i received a massage requesting all my contact info, gun model, serial number etc. I sent them that info on Aug 23rd their generic reply message came 5 minutes later. It said to expect a return label in 5-7 days. That was on August 23rd I have not heard anything since. I was just wondering if this is typical timeline for their customer service? I originally contacted them on July 20 and have been back and forth but still not even to the point of getting my return label yet.

 

[TAROMAN]

Did you phone customer service?
I have always found them to be pretty responsive when I call.
Ship labels arrived within the hour.
With e-mail, however, not so. Like there's nobody home.

 

[RobzGuns]

and... Have you checked your Spam/Junk Mail folder? Many members have found them there.
Some email protocols are set to automatically send any mail from someone NOT in your address book to Junk Mail.

 

[skip4309]

It was probably sent to your junk mail...it will be from Thompson Center or something like that ... not S&W ...that's what happened to me....just saying...

 

[regalsc]

I went through email only and had them mail mine USPS. It was here in 3 days from email contact.

 

[Trons]

Wow, I'm sorry for your experience. I contacted them one morning before work and gave them my work email, it was waiting for me when I got there. I found Fed-Ex to be very helpful in shipping it. I did call them, not email them. Good luck.

 

[andyems10]

I guess I'll give them a call Monday morning. I'm trying to be patient but I think that 7 weeks is way too long. Makes me wonder how long it will take them to actually fix it. I actually wanted to just try a new roll pin and guide rod without shipping it in but all they responded with was I needed to send it to them. I'm okay with that as long as they will allow me to do it.
I've also checked my junk email folder every day, just in case, and clean it out every day so it doesn't get backed up. Nothing. Starting to get very frustrated.
Thanks for all the info and help. I'll def call them first thing Monday.

 

[Edmo]

I'm very familiar with the customer service world of S&W since I've had to send back three revolvers over the last couple of years. They are actually pretty competent and responsive.

The last return label was sent to me after a phone call to CS. I printed it from my email and shipped the gun out the next morning. Easy-peezy.

Edmo

 

[hoc9sw]

Mine usually takes far less than an hour to come back by email, sometimes before I hang up

Sender is the person you talked to, subject "label". Nothing in the new email data to say it is S&W.

 

[Pef]

I always get Warranty/CS on the line, and always ask for the label by e-mail. As hoc9sw, mine have come within an hour at most.

 

[dullh]

I called about sending a gun back to S&W last month...

They E-mailed an RMA to me and I got it before I hung up the phone with them.