Have many of you had any dealings with the customer service groups of either Smith & Wesson or WaltherUSA by using email? If you did, what was the typical response time for a question in days or weeks. The reason I am asking, I bought a new Walther PPK/S for the wife, which she just loves, lucky me. I have a problem with extra mag, I sent a email question to them over a week ago and have not received any response or confirmation that the even received the initial email. Today I re-sent the request just asking if they received the first one. I used the address they have listed in the manual.
Customer Service Response-Walther
- Thread starter kcode
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mgo
Member
Email response to a question from me took a week. A phone call will get you right in to a pleasant person, however.
leejack
Member
A phone call is way better than an email. Call-em.
Lee
Lee
Today I received a email response back from Customer Service telling me to call them. So I called them asking for the individual that sent the email, went to his voice mail, I explained my situation again and asked him to call. Four hours later, I call the CS line again, the person I wanted actually answered the phone. Again I had to repeat my situation again, he did tell me that I would be taken care in about two weeks. I guess I will wait and see.
Makes me wonder if the emails are actually acted upon?
Makes me wonder if the emails are actually acted upon?
kcode
Emails are a big pain in the rump for many CS, tech support and sales people.
I discourage emails at my office with customers and such. I would much rather speak on a land line or face to face with folks. I also never give my cell number out.
To carry out trouble shooting and tech stuff in a email can get very delusive and nonconstructive.
The two times I've needed to talk with S&W the phone has always worked.
Emails are a big pain in the rump for many CS, tech support and sales people.
I discourage emails at my office with customers and such. I would much rather speak on a land line or face to face with folks. I also never give my cell number out.
To carry out trouble shooting and tech stuff in a email can get very delusive and nonconstructive.
The two times I've needed to talk with S&W the phone has always worked.
MyLastRook
Member
I've just called them on the phone for things like mag follower revisions and upgrades...Never had any problem. In fact it was the best CS I've ever experienced with a firearm manufacture.
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