Broken Firing Pin/Striker SW9GVE

[conn ak]

I guess S&W customer service is the greatest thing since sliced bread for some members of this forum. I had a minor problem with my 40VE about 8 months ago. The body plug that fits into the underside of the magazine well/pistol grip butt fell out and vanished during an afternoon of shooting. I E-mailed S&W for a replacement. After not hearing from them for a month, I sent them a letter and explained what part I needed. I received a phone call at home to call "so and so" at S&W. The following day I called the number provided and was told that that "he" wasn't there, but what could they do for me. I explained that the 50 cent (guessing) plastic plug fell out of my Sigma. While it's not required for normal gun function, I'd like to get a replacement. The gentleman told me I'd need to ship the gun to Springfield. For a plastic plug?, I asked. Yes, he said, I'll transfer you. I hung up. Around May, I E-Mailed S&W customer service again. I received an E-Mail with an order number that would be shipped when the part was in stock. Last week, I E-mailed their E-mail back to them and asked if the part were in stock yet. Two days later it's in my mailbox. I think S&W customer service is probably very busy- what with mass production during this firearms boom- and the service you receive is contingent on the employee you speak to or responds to your request. Shoot, back in the early 90's, I wrote S&W a letter requesting the price and stock number of a recoil spring for an M639 I bought used. They sent it to me free of charge. Can't really complain with a company like S&W. Their dealing with me back then (1991) made me a loyal customer who has purchased 5 S&W (3 new) hand guns since. I think getting the right employee is the key, but persistence works.

 

[cmay28580]

Still no Fedex labels

As of today, 8.11.09, I have seen no Fedex labels (after 2 emails saying they would EMAIL Fedex labels).

This is 29 days since my weapon broke.

29 days and NO ONE from S&W has attempted to get to the bottom of why I am not being helped.

Simply PATHETIC.

No (as in NONE) voicemails have been returned.

This is customer service HELL.

Even sent a letter to S&W HQ, but even they haven't responded.

No more S&W weapons for me.

I would be ashamed if I was Smith&Pathetic.

 

[cmay28580]

Persistence?

How many phone calls or emails do you have to make/send for a company who offers a lifetime warranty to respond to a CUSTOMER?

29 days and nothing?

That is not customer service to me.

FAILURE is the only word that comes to my mind.

 

[XTrooper]

I have called Smith & Wesson literally dozens of times over the last few months and EVERY TIME got to speak to someone. You haven't gotten to speak to a human in almost a month? Sorry, but I call BS on that. I notice all your posts in this thread were made in the evening or early morning hours and I suspect you left out the small detail that you've been calling S&W after hours. Can't get anyone? The last time I spoke to a S&W rep was on Friday, just 5 days ago, when I ordered a couple of extra magazines and some small parts for my 1026 and 1076. I've never had a problem getting to speak to someone at Smith & Wesson and it's not because I'm really lucky. You just have to call when they're open.

I know this is the electronic age and all that, but leaving voicemail and sending e-mails is not always the way to go if you really want to get something done.

 

[conn ak]

I have called Smith & Wesson literally dozens of times over the last few months and EVERY TIME got to speak to someone. You haven't gotten to speak to a human in almost a month? Sorry, but I call BS on that. I notice all your posts in this thread were made in the evening or early morning hours and I suspect you left out the small detail that you've been calling S&W after hours. Can't get anyone? The last time I spoke to a S&W rep was on Friday, just 5 days ago, when I ordered a couple of extra magazines and some small parts for my 1026 and 1076. I've never had a problem getting to speak to someone at Smith & Wesson and it's not because I'm really lucky. You just have to call when they're open.

I know this is the electronic age and all that, but leaving voicemail and sending e-mails is not always the way to go if you really want to get something done.

I wouldn't fly the B.S. flag on CMAY as I've experienced the same thing with customer repair service. You ordered magazines and parts, that's not customer repair service. Any company is on the ball when it comes to selling you product. Repair costs S&W time and money. My 8 month runaround for a small plastic part involved calling during business hours, e-mails and U.S. Mail.

 

[XTrooper]

I wouldn't fly the B.S. flag on CMAY as I've experienced the same thing with customer repair service. You ordered magazines and parts, that's not customer repair service. Any company is on the ball when it comes to selling you product. Repair costs S&W time and money. My 8 month runaround for a small plastic part involved calling during business hours, e-mails and U.S. Mail.

The customer support people you order parts from are the same people you're talking to when you inquire about repairs, but that's beside the point. My real point is this, if you want to speak to a "human" there is no problem doing so. If I call right now, I have no doubt that I'd get to talk to a customer support rep. When I recently sent in my Model 1076 for repair, it was returned to me exactly 4 weeks and 3 days later. Each time I called to check on its progress, I got to speak to customer support and got an update. There's no way in hell that ANYONE could call for a month and never get through to someone. If that's the claim, then I do most emphatically raise the BS flag.

 

[cmay28580]

Thanks for your concern, XTrooper

All I'm posting is what is happening.

What the heck would be my reasoning for BS'ing on this forum?

I own one handgun. A SW9GVE.

I have a broken striker.

I want it fixed per S&W Warranty.

That is all I want.

I've been told that shipping labels have been dispatched (email only).

Haven't seen anything...as of today, 8.12.09.

I've heard from both sides...people get through to CS all the time...people never get through to CS...my brother gets through, but I can't seem to...

Yes, I am extremely irate, disappointed, and disgusted with S&W CS.

Don't call BS on me until you know exactly what I'm experiencing.

I'm glad you have always been able to speak to a real person, but don't disregard those of us that NEVER get to talk to a human at S&W.

 

[XTrooper]

...my brother gets through, but I can't seem to...

Why not get your brother to call for you?

 

[scottaschultz]

I will repeat...

Call LSG Manufacturing
(325)885-2700

He gave me his FedEx account number. There was no waiting for him to send me a label.

Scott

 

[RedFalconBill]

Yes, I am extremely irate, disappointed, and disgusted with S&W CS.

Don't call BS on me until you know exactly what I'm experiencing.

I'm glad you have always been able to speak to a real person, but don't disregard those of us that NEVER get to talk to a human at S&W.

It has been nine weeks, what is the update? Has S&W sent you a new striker (or two) or have they sent you a call tag to return the slide to Springfield?