Customer Service

[Wildcat66]

I had a 35 minute wait when I called Monday. Was expecting that since they had been shut down for two weeks.
CS rep took care of my concern and said they were shipping out the replacement part for my Shield, no charge.

Nick
West Virginia

 

[Rastoff]

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.

Smack down? No, just applying some common sense. If I wanted to smack someone down I would have said, "You're whining like a spoiled little girl who got a gallon of chocolate ice cream and is upset because they didn't put it on a cone for her", but I didn't say that.

Instead of focusing on why you're irritated at the moment, look at what you get from S&W customer service:

• Life time warranty. (In many cases they even fix operator error problems for free.)
• Free shipping.
• Free parts.
• Free labor.
• An actual person instead of a machine.
• A person who is courteous and polite.
• A person who speaks English clearly.
• Repair turn around, door to door, in less than two weeks.

What other gun company offers that?

AND they usually answer the phone in less than 15 minutes. This just happens to be a busy time.

I have no proposal because I don't think anything's broken. Nobody wants to wait 30-45 minutes; I get that. I'd just rather be thankful for the great things I do get from S&W. I'm willing to wait a little to get all the other benefits that come with S&W ownership. My glass is full.

 

[RE1]

Here is my experience with customer service from Smith & Wesson:

http://smith-wessonforum.com/smith-...essed-up-my-shield-morning.html#post137393185

Despite being SWAMPED with calls, orders, after-sales modifications, etc (was told 3 month wait for non-warranty work by CS rep), they provided me, and continue to provide their other customers all over the country, with exceptional customer service. Having to wait on the phone for a while before speaking with a CS rep is a small price to pay for the SUPERB service that they provide.

 

[Woodman90]

My first experience calling customer service today. Waited 20 minutes. They had the part I needed, as I can't find it anywhere. Oh, and on top of that, they didn't charge me for it. Wow. Guess I remember why I buy their guns. Way to go S&W!