Awesome Customer Service from S&W

[zainyD]

Hey guys, I know there has been some derogatory talk various places online about S&W's customer service and the quality control on some of their recent products. However, I just had a very pleasant surprise today courtesy of their customer service.

A week ago I sent a 638-3 that I bought about 6-7 years ago back to the mother ship. I got the revolver used (barely) and carried/shot it extensively throughout that time. The finish was very worn and the gun recently had some mechanical issues (timing, lock-up, end shake, etc) so I sent it in for factory repair. I was fully expecting to pay for the parts and service, however, I received a call this morning from a S&W rep who told me they would be sending me a new gun under warranty to the FFL of my choice. I was blown away that they would warranty a gun that I was not the original owner of. I'm also extremely pleased with the speed they showed in processing my work.

I am tremendously impressed with S&W. Just wanted to pass along the positive experience I had with them. Looking forward to getting the new 638.

 

[Bobbysixkiller]

All the dealings iv had with them were great too. Congrats.

 

[Fred_G]

I am still loving the work they did for free on my M&P 9C's trigger when I sent it in (on their dime) to replace the sights that the insert fell out of.

 

[Muss Muggins]

Nice to read. Must've been much more wrong with it than you thought. Enjoy the new pistol . . .

 

[HarrishMasher]

There have definitely been some QC issues lately, but their CS has always been excellent. Don't see too many complaints about that. Only from people with unrealistic expectations.

 

[cjohnson]

I have a model 15 I sent to be re-blued on Oct. 23. Just got it back yesterday, Dec. 16 and it cost $220.00. Not complaining, just adding to the conversation.

Charlie,
#2951

 

[gunnails]

I have a model 15 I sent to be re-blued on Oct. 23. Just got it back yesterday, Dec. 16 and it cost $220.00. Not complaining, just adding to the conversation.

Charlie,
#2951

=====================================

How did it turn out?

Are you happy with the work?

 

[Nightowl]

I have a model 15 I sent to be re-blued on Oct. 23. Just got it back yesterday, Dec. 16 and it cost $220.00. Not complaining, just adding to the conversation.

Charlie,
#2951

The cost to reblue a Colt Python at the Colt factory is $475!

$220 for a timing fix and fix a 9 pound single action trigger pull!

 

[spad124]

Two years ago I sent a 686-1 in for the hammer nose bushing recall. My gun was back in two weeks. The work was very professionally done. Plus it feels like they took a little extra time with the action. It's better than it ever was.

Now I've sent an inherited 669 in with a safety problem to see if the problem is eligible for the 669 safety recall. It's been in a month but I'm not in a hurry.

 

[Nemo288]

I was hesitant to send in a 696-1 I got online because I don't think the cylinders are available anymore.
It had extraction problems.
They did an excellent job, replacing the star and re-timing it.
My favorite revolver now.
No charge and fast turn around.
The gunsmith obviously cared and knew what he was doing.
Made me glad I am a S&W fan.
I only have sent in a Ruger once a long time ago and they, too, satisfied me completely.

 

[cjohnson]

I'm real happy with the work! It looks great, especially for a gun that's 55 years old!

 

[cjohnson]

Nemo, you bring up Ruger. I sent a 44-40, Vaquero with a case colored frame, back to them earlier this year wanting the frame re-finished in the original case coloring. After talking with them on the phone, and through emails, expressing the service I wanted, and spending $93.00 shipping it there, I get a call from them, informing me they don't perform that service anymore. Why didn't customer service tell me that before I spent the money getting it there? They offered to re-blue it at no charge, and they did a great job, but that's not the service I wanted. Buy the same token, I sure as hell didn't spend $93.00 just for them to look at it and send it back.

 

[chief38]

It is covered under their lifetime warranty and it's cheaper for them to replace a gun with multiple problems like yours had rather than to take the time to repair it properly. We now live in a disposable world.

 

[Nemo288]

spending $93.00 shipping it there

Yikes!
That's where the S&W service shines.
They emailed me a pre-paid shipping label and it got picked up at my door.

My first handgun was an early stainless Redhawk 44 magnum.
They must have over-screwed the barrel as it developed a crack inside near the frame line.
They installed a new barrel and I have been shooting it ever since.
This was the mid to late '80's.
That was so long ago I don't remember how I shipped it let alone the cost.

 

[cjohnson]

That's what S&W did with me. Emailed shipping label, shipping acct. info, and instructions. Called FedEx and they picked it up the next evening, worked real slick. I didn't mind the time it took for the work. I knew it would be done right, that's all I wanted.

Charlie
#2951

 

[sandmansans]

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.

 

[Nemo288]

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.

 

[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.

Hey thanks for the reply. I think I may have to try that, although timing issues are harder to show via pictures...perhaps I'll attach a video for them to review.

Happy New year to you

 

[SeamasterSig]

I was blown away that they would warranty a gun that I was not the original owner of. I'm also extremely pleased with the speed they showed in processing my work.

As the owner of a couple of pre-owned S&Ws, I'm glad to hear about your positive experience with their customer service. I had a similar experience a few years ago with Kahr when I called them about an extraction issue on a 12-year old P9 I had just purchased "as is", even though Kahr's warranty expressly states that it only applies to the original owner. It always helps to be courteous when dealing with customer service. I think the repair took a couple of weeks, but that was mainly because I had them install night sights while they were at it. They even polished the feed ramp, which I thought was a nice touch.

 

[Frizzman]

A couple or so years ago, I attempted to install a spring kit in a 625 Mountain Gun that a friend gave me. I have completely disassembled many a DA S&W over the last forty years but for some reason I couldn't get it to function properly after reassembly. I contacted CS via email and explained what I had done and the problem I created. Nonetheless, they sent a shipping lable and I sent it in. It came back in about a fortnight at no charge working properly and it definitely felt like the action had been smoothed up...I was very impressed! They know how to keep customers loyal. They are many other major corporations that could take a lesson from S&W.