No, they call the sales rep who brokered their purchasing contract. They don't dare stand in line with the unwashed masses.
Deterioration of Smith Customer Service?
- Thread starter RenoHuskerDu
- Start date
No, they call the sales rep who brokered their purchasing contract. They don't dare stand in line with the unwashed masses.
I've never in my 30+ years of selling guns have heard of a shop doing that. Never.
I have not heard of any shops that test fire before selling either. Most do not even have an on-site range and even if they did, it would be time consuming and expensive.
I've had a couple of problems with my last S&W purchases. One was a recall, which was promptly taken care of, and another was a 22 mag that required 3 trips back to Smith before they gave up and replaced the firearm. The rest were fine - they all worked and looked like you expect a new purchase to do.
The oft repeated sentiment that most people will complain when something is wrong but usually won't say anything if all is good is true, especially since the internet provides such an easily accessible a platform for such complaints. And often when people do speak up and say how great their item is, they are accused of being fan boys. The squeaky wheel does get the grease, but it needs to squeaking where the 'fixer' can hear it. Since I don't believe S&W visits this forum, squeaking here is of limited benefit. Better would be to hear from people who had problems satisfactorily resolved and how they managed that outcome.
As a long time buyer of S&W products (over 50 years), I can state that their quality has gone up and down over the years. Ask old timers about the Banger-Punta / Lear Siegler days. For the most part, I believe their products are good but agree that customer service lately has been hit or miss. Persistence, in the form of determined but respectful communications, is generally the best route to iron out differences and get the most out of customer service. Often it's a simple matter of speaking to someone else. If someone tells you they don't know, politely ask to speak to someone else who does.
Ranting and raving on line will do absolutely nothing to fix your problem though it might make you feel better for a short period of time. It 'might' dissuade someone else from buying the product or it might not, but if someone complains about service without providing proof of their efforts to resolve the situation, as I've seen many do, especially the "hit and run" posters who make one post and disappear, then I tend to take the post with lots of salt.
The oft repeated sentiment that most people will complain when something is wrong but usually won't say anything if all is good is true, especially since the internet provides such an easily accessible a platform for such complaints. And often when people do speak up and say how great their item is, they are accused of being fan boys. The squeaky wheel does get the grease, but it needs to squeaking where the 'fixer' can hear it. Since I don't believe S&W visits this forum, squeaking here is of limited benefit. Better would be to hear from people who had problems satisfactorily resolved and how they managed that outcome.
As a long time buyer of S&W products (over 50 years), I can state that their quality has gone up and down over the years. Ask old timers about the Banger-Punta / Lear Siegler days. For the most part, I believe their products are good but agree that customer service lately has been hit or miss. Persistence, in the form of determined but respectful communications, is generally the best route to iron out differences and get the most out of customer service. Often it's a simple matter of speaking to someone else. If someone tells you they don't know, politely ask to speak to someone else who does.
Ranting and raving on line will do absolutely nothing to fix your problem though it might make you feel better for a short period of time. It 'might' dissuade someone else from buying the product or it might not, but if someone complains about service without providing proof of their efforts to resolve the situation, as I've seen many do, especially the "hit and run" posters who make one post and disappear, then I tend to take the post with lots of salt.
The last 3 handguns I have purchased from two different gun stores were absolutely fired multiple times and being sold as NEW.
In one purchase, after field stripping and cleaning it immediately getting home with it, I took the gun back to the gun store and told them that I wanted NEW gun and not a used gun. They used a BS excuse that the "distributor" must have pulled a returned gun by mistake.
The attached photo is how "new" the last handgun was when I got it home and cleaned it. How many rounds went through it?
As a member of the range/shop I can test fire nearly any gun they have in the store. A non-member can rent them at the range. There's no doubt the one I purchased had been "test fired".
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I guess I don't understand your complaint. One the one hand you won't accept a new gun that has been test fired by other than the manufacture. On the other hand, you can test fire any gun in the shop and not buy it, so the next customer gets a new "test fired" gun that you shot?
My experience is that S&W customer service has been erratic for as long as I can remember. On the other hand, I'd be the first to admit they've done me a few favors I really didn't expect. Overall, I'd give them a C+ or a B- if I was a teacher handing out the grades. They do a credible job, but they could do a lot better. 
It doesn't surprise me that their system eliminates e-mails with large photos. I am no technogeek, but even I would know better than to send a photo bigger than necessary. It would have been nice if the CS rep had cautioned you not to try to send a photo larger than a certain size.
Is S&W's CS now exclusively handled in TN? I'd have to wonder if that is not still handled in MA. The last time I had reason to call them I had the impression the lady I was speaking to had very little general knowledge about S&W revolvers and their construction. She also seemed to have trouble accessing old part numbers. I ended up getting parts for newer models that were total useless to me in my older gun, even though I had supplied correct part numbers. That seems like something that should have been pretty elementary.
It doesn't surprise me that their system eliminates e-mails with large photos. I am no technogeek, but even I would know better than to send a photo bigger than necessary. It would have been nice if the CS rep had cautioned you not to try to send a photo larger than a certain size.
Is S&W's CS now exclusively handled in TN? I'd have to wonder if that is not still handled in MA. The last time I had reason to call them I had the impression the lady I was speaking to had very little general knowledge about S&W revolvers and their construction. She also seemed to have trouble accessing old part numbers. I ended up getting parts for newer models that were total useless to me in my older gun, even though I had supplied correct part numbers. That seems like something that should have been pretty elementary.
N4KVE
Member
Where I work, if a customer is on the fence about buying a pre owned firearm, we will allow them to fire 5 rounds on our range for free to clinch the deal. But they have to have the cash in hand, and buy the gun if it works properly. We do not test any guns we take in on trade. GARY
Firearms are typically test fired at the factory, but are usually not cleaned after the test firing. They are assembled, lubed, fired, and boxed, so a new firearm is going to have the evidence of being test fired. As to how many rounds are used in the test firing, it's usually 3 rounds for revolvers, but I have no idea how many rounds for pistols, but I'd guess not likely more than one magazine full unless there was an issue that needed to be fixed.
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686-380
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But wait, there's MORE!!!
Having had my brand new 686-6 lock up on me and going through the process, I wasn't and am not completely satisfied with the repair...
...I still have it. I know the weapon and its flaw. I will never sell it and will only surrencer it, with a note of explanation in my will.
Millions of defective used guns being sold and you never hear about the problems...
Millions of guns sold and all you hear about are the few that had problems
Having had my brand new 686-6 lock up on me and going through the process, I wasn't and am not completely satisfied with the repair...
...I still have it. I know the weapon and its flaw. I will never sell it and will only surrencer it, with a note of explanation in my will.
Millions of defective used guns being sold and you never hear about the problems...
I guess I must be the exception. I have purchased many S&W revolvers and pistols over the years. I have not had to send 1 back. I did send a Model 19 back for a check-up because I purchased it used. It had a aftermarket spring in it and they put a stock one back in it. The guns I have purchased have been both new and used. No issues. I have used many of these on duty and off. Thousands of rounds for qualifications without an issue or hiccup.
Has there been an auto manufacturer out there that hasn't had a recall on their car? Is there a dealer out there that hasn't had bad customer reviews for bad service. I guess that S&W must just be a horrible company. Gosh, I guess and I need to switch to a Glock or Sig. We all know that they have NEVER had any issues.
Has there been an auto manufacturer out there that hasn't had a recall on their car? Is there a dealer out there that hasn't had bad customer reviews for bad service. I guess that S&W must just be a horrible company. Gosh, I guess and I need to switch to a Glock or Sig. We all know that they have NEVER had any issues.
Got a new Model 57 in October. Cylinder was very hard to open and/or close. FedExed it back after phone call and email. Got it back in around three weeks, works fine now. Invoice/work order copy returned to me only said 'replaced ejector rod, repaired yoke.'
gunny4053
US Veteran
No, this thread is about a customer who says the serial number is "nearly" unreadable, not unreadable. Not a warranty issue. It's also about what "seems" to be the wrong striker safety, not it "has" the wrong striker safety. What about it "seems" to be incorrect? Has the gun even been fired yet? How does he even know there's a problem? We're criticizing CS for how a couple things "look" as opposed to how it functions.
Good luck, hope you get the answer you're looking for.
Mr. October
Member
Whenever I get horrible CS on the phone, my response is always the same: "Let me speak to your supervisor, please."
I was involved in the retail end of the gun business for over 30 years. I had dozens of customers tell me how glad they were to have me handle their issue(s) quickly & politely.
The sad part is, it's not that hard to do CS well. All it takes is a willingness to do it & a moderate amount of product knowledge. But $10/hr monkeys can't, won't or don't put forth ANY effort in doing a proper job.
I've read horror stories about Beretta as well. Horrible QC, refusal to repair cosmetics on warranty, etc. It's like these companies hire people from the DMV and/or the IRS.
Beretta always made pretty good guns but I've heard the same thing. i remember some of my trapshooting counterparts that owned Berettas and the company was like a black hole. You could send and expensive o/u trap gun back to them and maybe not see it or hear about it again for months to years.
Mr. October
Member
I've dealt with S&W CS three times in the last few years, all with satisfactory responses. All were easy issues, but I still got very satisfactory answers.
1. I bought a brand new Victory .22 that suffered a broken magazine retention spring within the first magazine or two. I Fed'Ex'd it back with the label they sent and had it back less than a week later repaired.
2. I bought a used M&P 2.0 in 10mm. The original owner had lost the screws for the optic cut filler plate. They sent me new screws despite not being the original owner.
3. I was interested in a 22A that was in the used case at my LGS. I was concerned about the availability of the plastic recoil buffer. I called CS to ask what availability of that part was like explaining I didn't own the gun yet and was concerned. He sent me several for free and said "Go buy the gun!" I did.
1. I bought a brand new Victory .22 that suffered a broken magazine retention spring within the first magazine or two. I Fed'Ex'd it back with the label they sent and had it back less than a week later repaired.
2. I bought a used M&P 2.0 in 10mm. The original owner had lost the screws for the optic cut filler plate. They sent me new screws despite not being the original owner.
3. I was interested in a 22A that was in the used case at my LGS. I was concerned about the availability of the plastic recoil buffer. I called CS to ask what availability of that part was like explaining I didn't own the gun yet and was concerned. He sent me several for free and said "Go buy the gun!" I did.
Kasian
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Based on publicly available information, Smith & Wesson (S&W) does not appear to be widely recognized as a leading company in Diversity, Equity, and Inclusion (DEI) practices, although they do state a commitment to attracting and retaining a diverse workforce in their Code of Conduct and Ethics.
Key points to consider:
Public perception:
Due to the nature of their industry (firearms manufacturing), S&W often faces scrutiny regarding social issues, potentially impacting how they are perceived in terms of DEI.
Company statements:
S&W does publicly state their commitment to diversity and equal opportunity in their official documents.
Limited transparency:
While they mention their commitment to DEI, detailed information about specific initiatives or performance metrics regarding diversity within the company may not be readily available.
Key points to consider:
Public perception:
Due to the nature of their industry (firearms manufacturing), S&W often faces scrutiny regarding social issues, potentially impacting how they are perceived in terms of DEI.
Company statements:
S&W does publicly state their commitment to diversity and equal opportunity in their official documents.
Limited transparency:
While they mention their commitment to DEI, detailed information about specific initiatives or performance metrics regarding diversity within the company may not be readily available.
The only gun acronym that begins with the letter "D" is DSCS....
Deterioration of Smith Customer Service.
Deterioration of Smith Customer Service.
wingriderz
Member
While everyone is entitled to their opinion , respectfully . My M&P 40C is an EDC that has thousands of flawless rounds down range . To look at this EDC that's been carried for 10 years IWB in a harsh environment the Sunshine State it looks like new no way is it junk . You mentioned Sig I wouldn't call them junk as I don't own them but they have more than their share of issues
Capt. F.
Member
In 1972 I did exactly that- drove my Model 29 down to Springfield from Maine on a Saturday, dropped it off at the guard shack. A week later drove down and picked up up - from the guard shack with nary a problem!
My, how times have changed.
slabside2
Member
As long as we keep buying nothing will change. I believe they don't even test fire any of the firearms before going out the door they leave that up to us to do. The only way to get their attention is to stop buying and letting them know why. If you're on this forum you'll probably an experienced shooter, but the newbie who is buying their first firearm that doesn't know any better about the quality they're putting out the door now will just keep buying their subpar firearms and by then it's too late to purchase was made, and they made their money.
Glockman4
Member
Guess it's my turn. Just got a new 329PD. Took it to the range earlier and it locked up in less than 10 rounds. I got it open, and now it's binding hard on 2/6 cylinders. Maybe I should have listened to everyone that said these were junk.
I emailed the [email protected] address requesting a return for warranty repair. Will they send me a label?
I emailed the [email protected] address requesting a return for warranty repair. Will they send me a label?
slabside2
Member
You're better off, giving them a call and explaining to them what happened and talking to a live person.
Glockman4
Member
Yea, I'll call them Monday. Pisses me off. I usually buy used guns for pennies on the dollar and never have problems. Spent $1,300 on this one because I didn't trust a used AirLite .44
357 shooter
Member
Have a Shield Plus optics ready that wouldn't zero with a Sig Romeo Zero or Holosun 407K . They wanted pictures as well and afterwards just gave me the response of "contact the sight manufacturers".
Asinine. Had informed them right from the start that the two sights zeroed perfectly on 3 other pistols. Why the hell would I contact the sight manufacturers?
When a company no longer stands behind their product I'll gladly buy from another manufacturer. Since the time of Smith's response I have added another Sig and Glock but I'm done with ANY new Smiths.
slabside2
Member
I hear you, brother after hearing all these horror stories lately I'm done too.
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