Awesome Customer Service from S&W

[Ed Fowler]

Smith & Wesson has always been more than fair with me. A call to customer service has always been a call to a friend.

 

[sandmansans]

I used email to contact them in the first place.
I included a picture of what I thought might be the major cause of the problem.
This might be impossible in certain cases.
It all depends on who you get as a rep.
Seems they all have different policies.
There should be no cost to you on a warranty issue.
I got an email back with the prepaid shipping label.
Printing it correctly was my only problem.
Top notch service IMHO.

So just wanted to add an update and contribute to the bromance with Smith and Wesson. I called again and this time I spoke with a different associate. They sent me a free shipping label and it is in repair. I guess the first person I spoke to misunderstood me..maybe...
Regardless, I'm happy so far with the outcome. They didn't ask questions if I was the original owner etc.. He just said,"Send it in and we will take care of it!"

Awesome customer service indeed.

 

[ladder13]

Hey so not trying to hijack your thread, but how did you get smith to cover everything? Did they also cover shipping? The reason why I ask is that I called them in regards to my 500 magnum and possible timing/trigger issues. The lady with whom I spoke with told me I had to send 75 along with the rma.

I sent in a frame cracked 642 about 4 years ago, not only did they replace the gun even though I made it clear I was at least the 2nd owner, they also paid my FFL fee. New gun and serial number requires going back thru an FFL(at least from Smith) even if you shipped the old gun originally.
I've gotten free sights and screws from them many times, all while offering to pay.
Great customer service.

 

[lrrifleman]

About 20-25 years ago, I had a problem with my Model 27, the extractor star separated from the extractor rod. I called CS, and they quoted me prices for a new cylinder and associated parts, including labor, and the repair tab was well over $300. When I told my gunsmith, he said leave it here, and it was repaired before I got home, parts properly welded, and finished, at a cost of $25.

Fast forward to this past fall, and I had a different experience. When trying to open the cylinder on my Model 57, the cylinder wouldn't release from the frame no matter what I did. I called CS for an estimate, they said send it in and that I would be contacted in about 10 weeks with a repair estimate. Three weeks later, my revolver showed up at the door, repaired at no cost. Things at S&W have really changed, in my opinion!