Disappointed in S&W

[photoman]

Bottom line is... The S&W customer service rep screwed up big time by promising and/or implying that the gun would be fixed for free. I say we tar and feather him!

 

[Dave270]

Tell ya what.. You are unhappy with S&W then sell me the revolver for $200.00 and I will take care of getting it fixed...

Dave

 

[Sabre03]

Good comments all. Lessons learned on my part about what I should and shouldn't expect from the manufacturer and the old axiom of buyer be ware is also true.

Like I said, I asked they answered and I paid, I will still buy pre-ILS S&W snubbie's when I see them.

My only comment about the discussion is the tenancy of some responses to get personal; I am a big boy and have been places in my life that would make John Wayne whine without a whimper...just put my head down and soldiered. We should all look in the mirror before we let our emotions force us across the rules of engagement line that moves a conversation from civil to personal.

Thanks again.

 

[gcarneal]

The S&W rep said they would take care of it,not fix it for free.Yes it would a have been nice if the service on your thirty year old gun would have been free.The shipping was.I think your lucky they had NOS to fix your gun and you can be sure it was fixed by a proper gunsmith.Chalk it up to a learning experience when buying a used or like new used gun.Welcome to the forum and enjoy your FIXED Smith.

 

[turbo38gn]

Good comments all. Lessons learned on my part about what I should and shouldn't expect from the manufacturer and the old axiom of buyer be ware is also true.

Like I said, I asked they answered and I paid, I will still buy pre-ILS S&W snubbie's when I see them.

My only comment about the discussion is the tenancy of some responses to get personal; I am a big boy and have been places in my life that would make John Wayne whine without a whimper...just put my head down and soldiered. We should all look in the mirror before we let our emotions force us across the rules of engagement line that moves a conversation from civil to personal.

Thanks again.

Not sure what to say here, I reread my responses... should have seen the ones I deleted.. I am passionate about my beliefs as I am sure we all are here. With this topic being related to S&W, I believe and trust in them or would not purchase their products, and when someone unfairly takes a swipe at them, I tend to respond "in like fashion".. I try not to be personal and hope my responses are taken accordingly. With that said, it would appear your stand is unchanged and hope you are happy and got your $85.00 worth of blackening a good companys name. I also find it interesting, you failed to answer any questions from posters here asking for more info on this unfortunate situation.. more info could very well determine my stand as well as others here.

 

[jimbo-indy]

I've got this pre 10 made in 1936 that I bought from a 90 year old lady. Been in her dresser drawer for 50 years. In 95%+ condition. I guess some people here think S&W should fix anything that might go wrong with it.
I ain't that crazy.

 

[cjcutter1]

For $83 with the shipping taken care of I would be pleased with that, I have a few revolvers made before 1988 and if smith is still willling to fix them thats good enough for me.I have had my own issues as of late dealing with glock cs.

 

[Maximumbob54]

I know my replies make me sound like a jerk but I stand by them all the same. Principles. They can make a guy sound rougher than he really is. Honestly I feel for anyone that buys a gun that turns out to be bum. I have had pretty good luck so far. I even bought a parts gun that after cleaning out the oil caked goo it turned out to be my favorite Ruger 10/22. Maybe I need to work on having some better tact and respect when I'm typing. But some issues are an insta-anger inducer. Like the all Taurus is junk type threads. I try to avoid those like the plague. Or the Ruger's are bottom shelf. Or the Sigma's suck. Or the ILS/MIM. Or maybe I should have a blood pressure monitor installed to the keyboard that disables the keys if the BP goes too high…

 

[srgvaz]

If you buy something new shouldn't it work right out of the box? With the lack of a return policy on a firearm shouldn't the factory/manufacture make it right? Even if the thing is/was thirty years old it's still called S&W and consumer policy states a company buys all debts, warranties, and future profits when buying out or into a company unless otherwise stated. I'm surprised allot of you guys tell the poster to eat the cost when in fact if it was one of our guns we would want the factory to do us right. The $80. is not unreasonable if you factor in what shipping costs are these days, but this is about principle and them backing up what's in writing on a NEW gun. Keep in mind this is an American multi-million dollar company that specializes in fixing/repairing their own recent products. If it were me I would of used what the rep told me over the phone when sending me a return label and I would get it fixed for FREE. YOU all should know once a company starts charging to fix what was once free the price will eventually go up and it will eventually be charged to everyone. If this company is in fear that it's repair overhead will hurt their bottom-line then perhaps they should focus on the quality of their current products.

 

[turbo38gn]

I know my replies make me sound like a jerk but I stand by them all the same. Principles. They can make a guy sound rougher than he really is. Honestly I feel for anyone that buys a gun that turns out to be bum. I have had pretty good luck so far. I even bought a parts gun that after cleaning out the oil caked goo it turned out to be my favorite Ruger 10/22. Maybe I need to work on having some better tact and respect when I'm typing. But some issues are an insta-anger inducer. Like the all Taurus is junk type threads. I try to avoid those like the plague. Or the Ruger's are bottom shelf. Or the Sigma's suck. Or the ILS/MIM. Or maybe I should have a blood pressure monitor installed to the keyboard that disables the keys if the BP goes too high…

Hehehe, Boss.... we are joined at the keyboard, thats me all the way. Especially the second half of your response.


I also have done some more thinking about this whole thread and a few recent similar threads I responded to defending S&W. I realize that when a company like Smith is attacked, they are not here to defend themselves, so who will? Guess I take it upon myself to stand up and be counted when I feel something isn't right and hope that I can represent myself and S&W fairly and with respect. It doesn't always work out exactly how I would like it to. But I try..

One last point..... IT IS NOT NEW!!!!!!!! Can anyone here say without a doubt that it is new.. There is more to this story than we are being told. I will not condemn Smith based on one biased, lack of info and evidence statement. A few of you guys are condeming S&W and have nothing to support that stand... other than you want something for free... what did the OP pay for this gun? When will any of the questions asked be answered?

 

[turbo38gn]

If you buy something new shouldn't it work right out of the box? With the lack of a return policy on a firearm shouldn't the factory/manufacture make it right? Even if the thing is/was thirty years old it's still called S&W and consumer policy states a company buys all debts, warranties, and future profits when buying out or into a company unless otherwise stated. I'm surprised allot of you guys tell the poster to eat the cost when in fact if it was one of our guns we would want the factory to do us right. The $80. is not unreasonable if you factor in what shipping costs are these days, but this is about principle and them backing up what's in writing on a NEW gun. Keep in mind this is an American multi-million dollar company that specializes in fixing/repairing their own recent products. If it were me I would of used what the rep told me over the phone when sending me a return label and I would get it fixed for FREE. YOU all should know once a company starts charging to fix what was once free the price will eventually go up and it will eventually be charged to everyone. If this company is in fear that it's repair overhead will hurt their bottom-line then perhaps they should focus on the quality of their current products.

are you kidding me....

 

[jppezz23]

Pay the bill get it fixed.If you don't want it i will take it for the price you paid for it and get it fixed.

 

[41 fan]

To the OP,
Yes sir, IMO your expectation is very unreasonable. Your revolver is not covered by a lifetime warranty. The S&W rep told you it would be taken care of, not taken care of free of charge. The free shipping is a generous gesture.
Also, IMO, your revolver is not new in the box. It would be hard to say how many hands it has passed through since 1981. I think ANIB would be a far more accurate description. In all likelyhood, it has been fired. During the time frame of your revolvers manufacture, I worked in a local gun store. Virtually every gun I checked had been fired every other chamber and some all at the factory.
This past Sunday I bought a 6 inch 25-9 at a local gun show. The seller told me it was new in the box. It wasn't, it had been fired. Since this was the exact revolver I have been looking for, and the price was extremely low I bought it. I took a chance, just as anyone buying a used revolver takes. Dean

 

[Sabre03]

OK, I will try to answer the questions that I know....I have already stated that there is no way the tell if the gun is new and even said that it is more than likely not.

I really don't believe it was fired outside of the factory; there is absolutely no evidence that I can find around the firing pin port, the cylinder walls or the cylinder face (it is a nickle plated gun and generally any cleaning of the veracity it would take to remove evidence of use would show in the finish).

I paid $535.00 for the gun complete with mint box and all documentation including the warranty card.

In my conversation with S&W we discussed the age and condition of the gun before they sent the email saying they would " make it right, we stand behind our work". They did pay for shipping to them but I am paying return shipping.

Once I was told there would be a charge I discussed the issue with S&W and told them that they had inspected the gun and it was clearly in as new condition and that the malfunction was a manufacturing defect; they agreed with that assessment by saying "I sympathize with your situation but the company policy is that the life time warranty policy was not put into affect until 1989".

That is what I know; the reason that I did not respond to these questions is because they do not seem relevant to the subjective question of "what do you think"? I already know that the objective answer is S&W is not obligated to fix the gun under warranty as being correct.

 

[turbo38gn]

OK, I will try to answer the questions that I know....I have already stated that there is no way the tell if the gun is new and even said that it is more than likely not.

I really don't believe it was fired outside of the factory; there is absolutely no evidence that I can find around the firing pin port, the cylinder walls or the cylinder face (it is a nickle plated gun and generally any cleaning of the veracity it would take to remove evidence of use would show in the finish).

I paid $535.00 for the gun complete with mint box and all documentation including the warranty card.

In my conversation with S&W we discussed the age and condition of the gun before they sent the email saying they would " make it right, we stand behind our work". They did pay for shipping to them but I am paying return shipping.

Once I was told there would be a charge I discussed the issue with S&W and told them that they had inspected the gun and it was clearly in as new condition and that the malfunction was a manufacturing defect; they agreed with that assessment by saying "I sympathize with your situation but the company policy is that the life time warranty policy was not put into affect until 1989".

That is what I know; the reason that I did not respond to these questions is because they do not seem relevant to the subjective question of "what do you think"? I already know that the objective answer is S&W is not obligated to fix the gun under warranty as being correct.

It is all relevant, I now change my stand. S&W did nothing wrong period. Whoever you bought your gun from, should be the ire of your disappointment. You paid good, all of the money for it to the dealer. You bought a gun out of warranty, your dealer is the guy you should be questioning here. Your dealer is the guy that made the money and walked away with no responsibility. I have taken care of customers with product I sold, just because it was the right thing to do. In my book I always ask myself, what would I expect if I was wearing the other shoe. Trust me, I have lost more money than you would believe if I told you what I have eaten over the years. I'm in the performance auto market, no-0ne blows up the motors, it's always someone elses fault.. Good luck with your M36, there is one of those I have been drooling on in 2 of my local gun shops.. one is actually a vintage 1981 build date right on the sales tag, it's beautiful, no box, looks brand new and price tag is $425 cash, $450 CC.. wood grips, the other one is a newer model, I think they said 1990's, 36- 9 maybe with the rubber grips, it's mean looking and fits my big paw just right...

 

[Big Foot]

With history-pride-quality behind S&W, one of the most prestigious names in the gun industry (I'm not sure any more): all this for $83.00. Please, don't say if they did this to every Tom-Dick-or Harry, the balance sheet will go out of kilter. If the OP places this on other gun forums, the PR damage will far out-weigh the cost of doing right to this revolver. Did some of you not read what they said: "They admit to the FAULT: this was a factory problem that should never have happened" FIX IT: Free....
We live in a society of the common law, that can deviate from any strict interpretation of a contractual dispute. FIX IT: FREE!

 

[mc5aw]

An interesting 8 page read ...

Note to turbo ... Of the two pistols you mentioned, I suggest purchasing the latter as it is still covered under S&W warranty.

 

[turbo38gn]

Once I was told there would be a charge I discussed the issue with S&W and told them that they had inspected the gun and it was clearly in as new condition and that the malfunction was a manufacturing defect; they agreed with that assessment by saying "I sympathize with your situation but the company policy is that the life time warranty policy was not put into affect until 1989".

.

With history-pride-quality behind S&W, one of the most prestigious names in the gun industry (I'm not sure any more): all this for $83.00. Please, don't say if they did this to every Tom-Dick-or Harry, the balance sheet will go out of kilter. If the OP places this on other gun forums, the PR damage will far out-weigh the cost of doing right to this revolver. Did some of you not read what they said: "They admit to the FAULT: this was a factory problem that should never have happened" FIX IT: Free....
We live in a society of the common law, that can deviate from any strict interpretation of a contractual dispute. FIX IT: FREE!

Amazing, where in Sabre's statement did S&W say it was a factory defect... I swear, did I miss something else that was written//// Sabre described it as a factory defect, Smith sympathized.... what did I miss..

 

[turbo38gn]

An interesting 8 page read ...

Note to turbo ... Of the two pistols you mentioned, I suggest purchasing the latter as it is still covered under S&W warranty.

I want both of them... I'm a tinkerer, if they need work, I'll do it myself if possible, not because I'm cheap, that's the fun of owning guns.. Did I mention Smith and Wesson is 10 minutes from my house.... or that I shoot at the Smith and Wesson Retail Store\Shooting Range every week... or that I own no less than 15 S&W guns.. not that it has any bearing on this thread..... ...

 

[Bullseye Smith]

I don't get it, because a gun was bought that was broke and the one that bought it doesn't know how to check one or to lazy to check before paying for it and then finds he screw up on the buy and wants the factory to fix it for him for free that has no life time on it. Pay the 85 dollars and learn from your screw up.