Disappointed with Smith and Wesson customer service

[jameswilson29]

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[Bat Guano]

Not enough detail to determine what happened there. At what point in the cycle did the pistol fail to function? Is the slide physically jammed to the rear and immovable without the use of force? Etc., etc.

Long-range diagnosis is a pretty shaky endeavor; particularly with semiautos. Unless you can find a logically minded gunsmith I'd get Smith to authorize shipping it in and let them puzzle it out. They made the gun, and they see them every day.

 

["JJ"]

Do you believe employees or contractors of S&W monitor these forums and participate/pose as enthusiastic customers?

I think that is definately possible!!
Just not necessary!!

They are many, many, many, many happy S&W customers who either have had no problems with thier gun or who had a problem & was extremely pleased with the service recieved.
Alot of those are personal friends not an avatar & a screen name on a monitor.

Like another guy said, your results are not typical!
WHY? Who knows?

Like everyone has suggested, call back & take a different approach.
Maybe it will work out!!
Best of luck!

 

[HspncElvis]

James,

Not sure if you already talk to another S&W CS agent, but I suggest you do that. Maybe another agent will hear you out better.

Good Luck.

 

[roaddog28]

Hi James,
I have to agree with some of the others. Call Smith back. Tell the customer service representative about the problem but don't overdue the details. Tell the CSR that you would like for them to look at the pistol. Most likely they will send you a label to ship the pistol back. Don't get caught up on the "side bars" of ammo, gunsmith or anything else.
I believe if you do this the outcome will be they will fix the pistol and not charge you.

Good luck,
Howard

 

[jameswilson29]

Photos of barrel

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[marlin.357]

Since you asked, actually in photos 1, 3, and 5 it appears that there might be a ring, but it might just be the lighting. The apparent ring is about where the bulge would jam the slide if there was a ring, but again might be lighting.

If it isn't a ringed barrel, then about the only other possibility I see is (going out on a limb here) the recoil spring or guide is somehow jammed.

Or it could be something else....

 

[jimmyj]

Good Morning:
In your photo #3-is that a "Pit" in the upper right of the bore?
Your weapon's problem might be with the recoil spring and guide not being in "Battery".
I would call S&W and request that a shipping label be send to you for them to physically examined the weapon.
If this is un-acceptable to S&W, I would then send a regestered letter to the company president requesting his assitance in the matter.
Do not threaten a law suit- use sugar not vinagar.
Jimmy

 

[cballman]

I will chime in here on this one. First I do not work for any customer service operations. I also work with the public in a service industry. Now how did you talk to the person at Smith and Wesson? Did you act as though you were pissed at the get go? When did you threaten with a lawsuit? Now how would you feel if you were on the other end of the line? I read all the questions and comments and you have not answered many of the questions asked about your problem. So if you wont answer these questions the how can you say it was not the ammo fault? How can you say it was not Smiths fault? Like another poster said sometimes being nice but firm can get you a lot. I will let you know that if you called me and started raising your voice and threating then you probley would have to call back cause I would have hung up on you. What I would do is go back through this thread answer all the questions on paper check out the gun with different ammo then if you still have a problem call Smith back and be nice when you talk to that person. Just my observation.

 

[7cstevan]

I do not expect everyone to agree with me and I appreciate the different points of view in the legitimate posts.

On the other hand, some of the posts have the distinct odor of corporate lackies and their pr/marketing depts. with their knee jerk defense of S&W's customer service and the company.

Do you believe employees or contractors of S&W monitor these forums and participate/pose as enthusiastic customers?

I hope you're not talking about me being a "corporate lackey". Just trying to state a course of action to help you get your gun fixed with minimum hassle. As one other stated, part of what intrigued me about the response of the CSR (Cust. Service Rep.) is that a smith with 40 yrs. of experience couldn't diagnose the problem, yet a CSR is expected to do so over the phone? On the other hand, the CSR should have offered to send a call tag to pick it up.
I'd do exactly as others say and request to send it back--leave the diagonosis out of it--just say it is jammed and you want them to find the issue and / or fix it.
I can't say from the pictures on a possible ring in the bbl.--probably because I am "chronologically challenged" and the eyes aren't what they used to be!
Good luck--keep us posted as to how it shakes out.

 

[jameswilson29]

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[guy sajer]

Obviously you're not looking for help/advice from the forum members so what are you hoping to accomplish here ?

 

[-db-]

Obviously you're not looking for help/advice from the forum members so what are you hoping to accomplish here ?

It's called trolling. It's pretty obvious now.

 

[jameswilson29]

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[cballman]

Looks like all he wanted to do is bash somebody and not really cure his problem. I have learned that sometimes you have to step back and look at how you treat people. I liked the answers the other members gave him and it will help me out in the long run. So since he deleted all his post I will thank all the people who answered because it helped me think about my toys.

 

["JJ"]

It was nice to see everyone try to help!
Even with a one sided approach from the begining, it seemed everyone was still trying to help without slamming the guy to much!!

Good job guys!
That is why this forum works!!

 

[.357 mag]

I smelled him from here. Thats why I stayed out of it.

 

[Markcuda]

Well, with all of his deleted messages, what is the short version now?

 

[guy sajer]

Well, with all of his deleted messages, what is the short version now?

You can pick up most from the quoted text in the other member's replies .

 

[cballman]

My opinion the short version is as follows. He called S&W customer service, demanded all kinds of things, Was rude, Customer service gave him the short speech not wanting to get yelled at much more. Threatened with lawsuit Customer not happy with results. Wanted someone to cry with and back him up. Didnt happen here, wouldnt answer questions from knowledgeable people, got mad and deleted post. just my version of what happened. I only read the thread because I figured I might learn something about my 3rd Gen Semi.