Can't Get Factory to Reply for Repair

For those who advocate calling: I get it, but for some of us the reality of waiting 30 odd minutes to get an answer is not workable, or an undue hardship. The email system is there for a reason, and when I find an otherwise reputable entity will not respond to an email in a day or so (business days, not weekends and the like) it sends a bad message. I happen to also prefer the record made by having the written communication, and when communicating something a little different, it should help clarify what is being done.
 
Since I startd this thread I will end it with a summary. S&W e-mailed me a Fedex Express lable to send the gun back on their dime. The gun was mailed, received, fixed, and returned to me for duty within 7 days. All without charge.

Good Job S&W! Thanks for your continued support for this gun that has been used for over 15 years.
 
2 weeks ago I called S&W, about an issue with a PC 625-10. After a 2 minute conversation, I was told I would receive a ship label within 2 business days. 2 days later I did, I sent it off 2 hours later. I got it back a week later all fixed up. Push off listed on the work order. Seems tighter than before. That was a pleasant CS experience. Thank you S&W.

But I always CALL them first. ;)
 
I inquired via email to s&w about a guide rod and recoil spring and they mailed one to me in less than a week from the date of email. I think that's pretty good customer service. It was even free of charge. This was 3 weeks ago.
 
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