Call, Don't use the web site contact.

[cbmerlin]

A couple weeks ago I reported on my second, very disappointing range trip with my 15-22. FTE, FTE, FTE........

I posted here that I had used the S&W web site to request repair and received a "Level 1" response 2-3 days later with questions to complete that were basically the same I sent them the first time. Everyone on this forum suggested calling, I could have, I should have, but curiosity got the best of me, I wanted to play it out via the web site so I could report back to you fine folks on the service level using the web site. (Sounds like everyone here that had issues just called - good call)

Well, I completed & reported, for the second time, the issues I was having. After more than a week, I contacted them again saying it has been over a week and still haven't heard back. The next day I finally got 2 more e-mails, pretty much with the same info except one had the return label to send it back to them. Total elapsed time From "first contact" to receiving shipping label: 8 days

Contacted Fed Ex: it was picked up this past Friday, 4-29-16, so now it's on it's way back to S&W.

Compared to picking up the phone (many report receiving the shipping label the same or next day, one while he was still on the phone with them), this process #$@%*'s so far.

I will update as appropriate (use the phone)

Did I say "use the phone" yet? If not, use the phone.

Stay tuned.

 

[freescopesdad]

How is everyone repackaging their 15-22? Original box? I may have to send mine back, but no longer have the original box.

 

[cjt50]

When I sent mine in a few years ago I separated the upper and lower receivers so the box wasn't too long.

Had a box laying around and just packed it well. When I got it back it was in a 15-22 box with out any printing on it.

 

[PeglegJones]

I got a triangular box from Fedex and cut it down to fit the rifle with upper & lower separated, wrapped it with bubble wrap.
You can't use the original box that has all the gun graphics.
Havent got mine back yet so I'll see if it comes in a plain brown box.

U.S. Navy Retired
Support Our 2nd Amendment

 

[vytoland]

A couple weeks ago I reported on my second, very disappointing range trip with my 15-22. FTE, FTE, FTE........

I posted here that I had used the S&W web site to request repair and received a "Level 1" response 2-3 days later with questions to complete that were basically the same I sent them the first time. Everyone on this forum suggested calling, I could have, I should have, but curiosity got the best of me, I wanted to play it out via the web site so I could report back to you fine folks on the service level using the web site. (Sounds like everyone here that had issues just called - good call)

Well, I completed & reported, for the second time, the issues I was having. After more than a week, I contacted them again saying it has been over a week and still haven't heard back. The next day I finally got 2 more e-mails, pretty much with the same info except one had the return label to send it back to them. Total elapsed time From "first contact" to receiving shipping label: 8 days

Contacted Fed Ex: it was picked up this past Friday, 4-29-16, so now it's on it's way back to S&W.

Compared to picking up the phone (many report receiving the shipping label the same or next day, one while he was still on the phone with them), this process #$@%*'s so far.

I will update as appropriate (use the phone)

Did I say "use the phone" yet? If not, use the phone.

Stay tuned.

glad to hear that everything worked out for you.....

 

[cbmerlin]

Quick update:
I checked FED EX tracking - S&W received my 15-22 Wednesday 5/4/16
Elapsed time so far:
Contact to response from S&W (return label): 8 days
Fed Ex shipping time: 5 days

Side note: a little sad to see that so many people have had to send their 15-22 back, that it has created conversation on how to pack it for the return trip. With most all reporting that the "fixed" result is fantastic, I am a bit miffed as to why S&W's quality control doesn't catch this problem and fix it before it reaches the end consumer. I'm thinking their ROI would be better if they just fixed the damn problem before it leaves the factory. It has to be cheaper to ship good units rather than pay for all that shipping and pay someone to fix them the second time around. Not to mention how many people (me included) will think long and hard before purchasing another S&W product.

 

[Jim1392]

Quick update:
I checked FED EX tracking - S&W received my 15-22 Wednesday 5/4/16
Elapsed time so far:
Contact to response from S&W (return label): 8 days
Fed Ex shipping time: 5 days

Side note: a little sad to see that so many people have had to send their 15-22 back, that it has created conversation on how to pack it for the return trip. With most all reporting that the "fixed" result is fantastic, I am a bit miffed as to why S&W's quality control doesn't catch this problem and fix it before it reaches the end consumer. I'm thinking their ROI would be better if they just fixed the damn problem before it leaves the factory. It has to be cheaper to ship good units rather than pay for all that shipping and pay someone to fix them the second time around. Not to mention how many people (me included) will think long and hard before purchasing another S&W product.

I'm trying to understand why you are miffed with the service you got from S & W. You say yourself you played around with emails even though many of us told you to call. Then you make it look like it was their fault that it took so long. I don't think you can go onto any gun forum and find zero complaints about any brand of gun. At least I've not found one if there is. I've had to send a few other brands back right out of the box without every firing a shot. I'm sure that quality control could, and should, be better with all brands. But they are pushing them out as fast as they can pending demand. You say their ROI would be better if they fixed the damn problem before it leaves the factory. And you are miffed that quality control didn't catch it before it left the factory. Well how many rounds do you want them to fire out of your brand new gun before they feel it ok to ship? If they let's say fired 100 rounds to check for reliability people would be complaining about getting used guns. Things happen and if you expect a perfect gun every time you buy one I think you will be thinking long are hard about buying ANY brand of gun.

Side note. I just sent a M & P 22C back for repair. I bought the gun at a gun show on a Sunday and took it home and broke it down to clean. Well the take down lever just about fell out of the gun. Monday I CALL and I had a shipping label emailed to me as we spoke on the phone. The gun went out that day and 2 days later they had it at S & W. The following Tuesday I received an email the gun was on it's way back to me. So Thursday I have my fixed gun back. Yes, It shouldn't have happened but I call that customer service.

 

[cbmerlin]

Jim1392,
I think you have missed my point. I completely agree I should have called and am trying to encourage others to call vs the web site, but they do have a web site that suggests a 3-4 days response time. I didn't say I was "miffed" about the service, I'm still in the process of experiencing it. "Miffed" in the sense that the number of reports I've read about makes me think it would be a lot cheaper to address the issue rather than pay for shipping and labor to send them back and forth for repair. I obviously don't have access to their return rates, but there is lots of talk about after market parts that fix the problem without sending back and lots of stories about those that have sent it back that they are surely aware of. Maybe they've done the calculation/cost analyses and determined the fix is cheaper to have them sent back. Maybe if everyone that did have issues, did send them back, their calculations would be different and perhaps they would take bolder actions to resolve the issue. Simply an opinion about the cost/consumer impact.

I am not saying the gun isn't overall good, I actually love it and am looking forward to experiencing the fun others reported. I'm not saying S&W overall is not good, they have been around for ever, they must be doing a lot of thing right, but to have conversations about how to pack them for the return trip struck me as odd.

I am saying that everyone seems to be very happy with the gun after the repair. I don't think it would unusual for someone considering a new purchase and trying to decide between 2 different manufactures, one of which they had issues with, to think long and hard about which one to buy. No doubt different people have different experiences.

I have a Ruger SR22 pistol that I have had almost zero issues with after several thousand rounds. Some have had issues and hate it, I love it. Over time, they must have tweeked it because it had all kinds of issues when it first came out, now mine is near flawless.

I respect your opinion very much, I'm just offering mine.

 

[speedyquad]

You won't find an AR styled rifle chambered in .22lr that is any better than this. I wonder if a lot of the issues with the ejector is from people that accidentally "tweek" the ejector on first cleaning. I think that's what happened with mine.

If you want to see a real *** in a AR styled 22, look into the Mossberg 715t.

 

[cbmerlin]

OK, just a quick note. Packing up for the range, just got my 15-22 back from S&W last night.
Not bad turn around time: shipped 4/29, S&W received 5/4, repaired and shipped back on 5/11, I got it back 5/13. So S&W had it 7 days, not bad!
Now off to the range to see if it's fixed!

 

[cbmerlin]

Back from the range, WOW, Smith & Wesson got it right. Near flawless. I ran 100 rounds of CCI Mini-mags & 100 rounds of Federal automatch with only 1 FTE, interestingly enough, the solo FTE was with the CCI. Prior to repair it was pretty frustrating to get FTE's to the tune of probably every 4 or 5 rounds.
The n/c invoice that came back with it just simply stated "ejector repaired". I haven't had the gun very long so I didn't notice anything visually different. What I did notice was a difference in the spring strength. The amount of tension on the bolt to load the first round was noticeably less, so much so that I stopped to check if I had actually chambered the first round.
What a blast getting to experience the real fun of this gun.