Customer Service

[Whiskeyrunner21]

I waited nearly 45 minutes on hold to no avail at the S & W warranty number. I received a message that they had their annual shutdown but that expired 8-9.

I sent an email request just as follow up.

Can anybody help with contact information?

Thanks

 

[timn8er]

I was on hold for almost an hour trying to buy parts on Monday. Maybe once all the people that have been waiting out the vacation closure have stopped calling it'll settle down some.

 

[JFR]

On hold 35 minutes before hanging up both times on Monday & Tuesday myself. Had to try a few times just to get around the busy signal.

 

[3hounds]

Waited on hold for an hour plus ten yesterday before they picked up.

Good Luck, 3

Plus the music was killing me.

 

[lhump1961]

On hold 30 minutes yesterday but when it was my turn they were very helpful and took good care of me. They are swamped after the summer shut down plus the service agent said they have new software that was installed over the break so it is taking a little getting used to the new system.

They are busy, busy, busy and doing the best they can so be patient.

 

[Mike25]

I've tried calling the last 3 days and was on hold at least 20 minutes. Yesterday was the longest at 37 minutes. I was able to speak to someone live today and she said that they've been off for two weeks and are just backed up. Then then attempted to transfer me, I got the dreaded hold music and decided to call back. Seriously ridiculous!!

 

[MSG Glenn]

Every time a company I did business closed for a long break I shuddered when I had to call them. It's predictable that they'll be very backlogged. Most companies have learned to keep a skeleton crew on during breaks in both the plant & the office. Some will even let half of them off for a week or two & the other half when they get back. I guess I'm not used to living that way because I was in the Military & after I retired I was in security. No shutdowns in either. There was always somebody on duty.

 

[lhump1961]

I've tried calling the last 3 days and was on hold at least 20 minutes. Yesterday was the longest at 37 minutes. I was able to speak to someone live today and she said that they've been off for two weeks and are just backed up. Then then attempted to transfer me, I got the dreaded hold music and decided to call back. Seriously ridiculous!!

I guess I'm not seeing what's "seriously ridiculous"...they're busy as ****...and?

 

[Dino1]

You think you have been on hold along time... I ordered two 7 round mags for my .40 Shield 6 months ago and my bank account just got hit for the charges today. that's a 6 month hold in my opinion. But S&W is not the only one, I have received two other orders for mags I totally forgot about in the past month from Glock for 22 round .40 mags for my .40 carbine. I was shocked when I opened the box and pulled out two high capacity mags. Four 22 round mags in a month for under $200.00 is a score in my book these days.

 

[mjdupuis]

I spoke with a nice woman today after being on hold for 45 min. I called Mon, Tues, and Wed and was on hold for up to an hour each time before I had to move on to something else. She was quite helpful and pleasant. I knew what I was getting into by calling this week, they're swamped. I figured if I were extra polite it might work out better in the end and I'm pretty sure it did.

 

[mjdupuis]

Just reread the OP, this is the number I called: 1-800-331-0852, ext. 4125

 

[Hodgin]

Not a good way to do business especially today, but if it's the best they can do I guess you roll with it.

 

[Rastoff]

I find some of the comments here humorous. It seems that some people get upset when other people don't respond to them instantly.

So, if having people there to answer the phones is "not a good way to do business" what should they do?

 

[w-30dreamin]

After reading this thread I feel lucky to have been on hold for only about 20 minutes today.

Before their 2 week shut down,it was only a few to 5 minute wait for me.

I bet after they go thru their backlog from the 2 week shut down,things will get better.

 

[shouldazagged]

I find some of the comments here humorous. It seems that some people get upset when other people don't respond to them instantly.

So, if having people there to answer the phones is "not a good way to do business" what should they do?

Hiring more people would be a thought. A 45-minute wait on hold is pretty far removed from "instantly".

 

[Hodgin]

It's not good business to have customers on hold for long periods of time. SW ain't the Post Office. Nevertheless, if shutting down for a few weeks and dealing with backlogs is the best they can do, so be it. But, it's not something that builds alot of consumer loyalty in a fairly competitive market. My experience with consumer service has been positive but I was not on hold for an hour or more and all I wanted was a picky extension for a magazine.

Do Sig, Glock, Beretta, and so on do the same? If so, then consumers don't have much choice so the practice isn't as detrimental as otherwise.

 

[Whiskeyrunner21]

Got through to S & W today with a minor wait time. ( Explained as back log) In speaking with them she was more than polite and equally efficient in her reply to my issue of misfeeds offering to send a shipping label in a couple of days.

Have not seen the label as of yet but from what I have read am sure if is for coming.

Thanks to all

 

[Rastoff]

Hiring more people would be a thought. A 45-minute wait on hold is pretty far removed from "instantly".

You're not a business owner are you? This is a common response from people who don't know what it means to hire someone.

The current wait times are not normal. So you suggest hiring a new person to handle temporary demand. What do you do with that person when the demand drops? Fire them? Not really fair to the employee is it?

So, you say they should hire temps. Thats great, but then you're gonna complain that they don't know what they're talking about because they won't be as trained as the regular workers.

It's easy to sit here and complain. It's a lot harder to run a business like S&W.

 

[BLUEDOT37]

And the beat goes on

Before their 2 week shut down,it was only a few to 5 minute wait for me.
I bet after they go thru their backlog from the 2 week shut down,things will get better.

Sadly, about the time that happens they'll be shutting down two weeks for Xmas/New Years break.

 

[Edu]

You're not a business owner are you? This is a common response from people who don't know what it means to hire someone.

The current wait times are not normal. So you suggest hiring a new person to handle temporary demand. What do you do with that person when the demand drops? Fire them? Not really fair to the employee is it?

So, you say they should hire temps. Thats great, but then you're gonna complain that they don't know what they're talking about because they won't be as trained as the regular workers.

It's easy to sit here and complain. It's a lot harder to run a business like S&W.

So what do you propose to S&W then? You come here and smack down people complaining about 30-45 minute waits. Then you smack down those who propose the most obvious fix. Let's hear what your proposal is. Certainly Smith cannot run customer service like this much longer otherwise word will spread among the shooting community. If you cannot answer your phone in 30 minutes, either that needs to be addressed or you should not be in business. We look forward to your proposal.