Customer Service Confusion

[NoClassic]

Has anyone had S&W customer service revoke a warranty service operation after initially stating the work would be completed?

I purchased one of the CDNN .40 trade in pistols a couple months ago and noticed some oxidation on the slide. I had read of some owners having the slide replaced on early models outside of the one year finish warranty, so sent it in. Within a couple weeks of its arrival I received a call in which they asked if the pistol was used. I told them yes it was and also explained I had no association with the police department it was traded in by. I fully expected them to deny the warranty, but was surprised when the rep offered to "go ahead and get you a new slide". I thanked the man and expected it to have it back within a few weeks.

Another week passed when they called back to tell me because the gun was used they would not be replacing the slide. I brought up the initial call I received and even provided the date and time it occurred. At this point they told me it was impossible the call ever happened, and ended up accusing me of fabricating the event.

Pretty disappointed overall, and it certainly is not nice being called a liar.

 

[DASA]

I have heard similar stories of the strange inconsistent nature of the S&W customer service dept. Many folks (including myself) have stories of a S&W customer service rep. going out of their way to help them out, even though the pistol was secondhand. There are many others, as you now know, who have experienced what I believe is the "official" company policy on repairs. If you are not the original owner, you can go pound sand.

I too purchased one of the CDNN $300 M&P 40 pistols from Puerto Rico and mine is showing plenty of oxidation on the slide. I'm going to run the pistol hard and see how it goes, definitely not going to baby the thing now.

What is extra frustrating is that S&W is doing such a poor job of supplying the market with replacement parts of all types. If you aren't going to fix my gun, at least make the parts available for purchase so I can! They are starting to act like Ruger in relation to spare parts. Don't even get me started on parts for the Third Gen pistols, S&W has pretty much abandoned them.

I'm sorry they accused you of lying, that really was uncalled for. I wonder who is running the customer service dept. at S&W, it doesn't sound organized to me.

Stay safe.

 

[NoClassic]

I get the feeling they may have had an influx of police trade in stuff and I got caught up in some kind of unofficial policy change. It does make sense they would not want to use the parts they do have on used stuff being done as a courtesy.

Mine shot fine and and I will be happy to have it back after this ordeal.

 

[timn8er]

Inconsistent to say the least! Right now there is a thread in the semi auto section called S&W Done Me Right, or something like that. The OP states that he sent in a 2nd hand 22 because of cracks in the frame. Apparently they sent him a new one. Go figure.

 

[NoClassic]

That makes me think even more it is related to parts availability issue within the M&P line.

I also forgot to mention that it seemed like the pistol was sent to be evaluated by a technician more than once for some reason. When they initially called I was told someone had looked at it a couple days before. Then on the call a week later was told it had just been looked at that same day.

Everything about the whole deal was just strange.

 

[Enzo]

Most all of my experience with S&W Customer Service is poor. The only person who doesn't seem bored with their job and willing to help is one (maybe the only) female reps. She's excellent, even when the answer was not what I wanted.
And how about they loose the swing music while you're on hold for 20 mins!

 

[Com 45acp]

I'd say they are turning into a company like colt. They are gearing their product towards LE. They already have a handle on the civilian market so why bother once product is bought by them. They are so busy fixing reject guns for LE at the same time trying to get the piece of the LE market back they used to have.

 

[turbo38gn]

I have one question... why would someone buy a used LE trade in for cheap money and expect a free $200 plus replacement part for a cosmetically worn part... and then come here and complain about it...

 

[Offshell]

I have one question... why would someone buy a used LE trade in for cheap money and expect a free $200 plus replacement part for a cosmetically worn part... and then come here and complain about it...

I see him more complaining about getting called a liar and customer service not sticking to their original story than anything else. He even says he fully expected it to be denied from the start.

 

[turbo38gn]

The first call should never have been made, and to be honest, There are always 2 and sometimes 3 sides to every story...

 

[mjlabs]

I have one question... why would someone buy a used LE trade in for cheap money and expect a free $200 plus replacement part for a cosmetically worn part... and then come here and complain about it...

Geez.....Why do you care, is it bothering you? The man is simply sharing his S&W CS experience, I for one appreciate....

 

[turbo38gn]

Geez.....Why do you care, is it bothering you? The man is simply sharing his S&W CS experience, I for one appreciate....

And I mine... and yes, I care... and I don't call CS looking for a freebee I didn't pay for... you can pick and choose to focus whatever part of the story you'd like, I choose to look at it from the 1st call that should not have been made...

 

[shawn mccarver]

Personally, I cannot imagine how anyone would actually expect a police trade-in to be re-finished, much less have a complete slide replacement under warranty.

I am sorry if someone told you they would, and then someone else said they would not, and I am sorry the second person said it didn't happen, but either way, it seems outside the bounds of reality to expect them to provide a new slide to every owner of a used or police trade-in pistol because the previous owner did not take good care of the pistol.

I hate to say it, but I would like to suggest that the better reaction would be "well, it would have been nice if they had done it, but I really didn't expect it - oh well."

 

[NoClassic]

That is right where I am at shawn. Maybe I could have been a bit more clear in my original post.

 

[Ofc.JL]

Not an uncommon problem with Manufacturers. What about that big pile of Taurus blue steel Model 82's that came in from Brazil(I think), last year. Some were in good shape, while others were just beat to doll rags. Taurus stated that the Brazilian Police surplus guns were NOT warranteed, and that no parts or service was available for them. That had a bunch of people really pissed off, but I can see Taurus' veiwpoint. Some of the model 82's were very early revolvers and Taurus no longer had any parts for them. Not only that, some 82's were not the same revolver due to being completely redesigned years earlier. On top of that, why would a Manufacturer take on the extra problems of mostly used up guns that would take an enormous amount of man hours and money to bring back to factory specs. Not to mention the "fight" w/ the customer when the Taurus had to advise him that his precious used up revolver was unfixable due to excessive wear. I don't blame them one bit for not wanting to spend corporate money on a bottomless pit.
It would be comparable to Chevrolet refusing to repair a "mint" Corvair under warranty. That water went under the bridge a long time ago.

I do wish that S&W would try to standardize their customer service responses, but I will bet they are playing Heck trying to stay caught up w/ the demands of everyone(public, LE, Government,et all.) in the wake of Barry's Socialists rants. That company is running full throttle+ and then some, all the time. I would bet the people that wind up staffing the customer service phones are just whoever the can get from their employees who rotate thru just to cover the phones.
I think that S&W should offer a cut rate service list for problems w/ older surplus M&P's, as that gun is current. For loyal owners. But warranting older pistols that have been issued, run hard, and imported by another firm just to sell? No. And why not a refurbish program like Glock and SIG? We have no idea, as that may have been offered and turned down by whatever Dept had the pistols. And S&W may not feel that it is worth the time and money to do a refurbish program. Have you seen very many pre-owned SIG's or Glock's in a while? These used M&P's became surplus when that Dept sold them to some importer.
Now I have heard, as I have not seen any of these surplus M&P's, that they are in good shape, for the most part. That is testament to S&W and to the design of the M&P. But full warranty work on a gun that was imported back into the US with no idea or history of their use? I'm sorry, but I do not blame S&W one little bit for no warranty work on surplus guns. just not worth it in the long run.
Ask the what they would charge you for a refinish that M&P. They might give you a good price.
Just my $.02.
Thanx Guys,
Ofc.JL

 

[Rastoff]

I wonder if S&W has hired a bunch of temp employees to help with all the phone calls? That would explain the inconsistencies.

 

[NoClassic]

What has you guys experience been when it comes to the time between service being completed and return ship date? I still have not received a shipping notice or any other correspondence since my last talk with them a couple weeks ago.

 

[MichiganScott]

Sounds like the gunsmith questioned the work order after figuring out that it was a returned cop gun. It's too bad that they did not at least offer to sell a new slide at cost.

 

[NoClassic]

I think they may be watching.

Just got an email and the pistol is on its way back to me.

 

[GKC]

S&W's warranty states that the warranty is to the original owner. I have read of instances where they didn't ask, but that doesn't mean that they are bound by that "mistake" when it comes to honoring warranties on all guns. Also, the lifetime warranty doesn't cover guns made prior to (I am forgetting what year now, but I think it was in the 80s, when they started the lifetime warranty.)

I do agree that the response to you could have been handled better...something like "I don't doubt that you were told it would be covered, but the rep who told you that was in error, and this gun is not covered by the warranty since you are not the original owner. Please accept our apologies for the confusion." Then they should have quoted you a price for the repairs (and a discount for the confusion.)

There are some companies that warrant the gun to any subsequent owners, but S&W doesn't officially do so.