SWFan27
Member
I recently bought a new 617-6 which is once again back at Smith & Wesson for warranty repair. I would like to make Mr. Smith aware of my experience with my purchase and the apathy of his customer service department.
Email Address for Smith & Wesson CEO?
- Thread starter SWFan27
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If you go on an investing website and download a copy of a financial report, 10k or other, you should find an email for someone in their public relations department. Use the email format with the CEOs name. Be polite or you wont likely get a response
Jeppo
Member
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2100 Roosevelt Avenue
Springfield, Massachusetts 01104
Springfield, Massachusetts 01104
.455_Hunter
Member
The company I work for since 2002 has similar revenue to S&W and the CEO does not have a "protected" email- first.last@company initials.com will land right in his in-box.
I don't see why the CEO can't personally answer hundreds of thousands of emails a week. 
They should not get too many emails complaining about very poor customer service experiences. If they are, then the CEO should most certainly want to be personally aware that he has a problem to deal with. My employer did 34 billion in business last year and our CEO is easy to reach.I don't see why the CEO can't personally answer hundreds of thousands of emails a week.
I have had to deal with a few things that were brought to his attention. And believe me, there are a lot of people in the loop at different levels of management. Someone has to report back to the CEO to let him know once the issue has been resolved. Smith & Wesson has been horrible to deal with concerning their apathetic customer service department. And upper management just hides in their ivory tower somewhere.
CEOs today are accountants. Bean counters. The job is to make the figures look good and profitable to keep the shareholders investing and make money for them.
The CEO of Smith Wesson will very likely know next to nothing about firearms And everything about numbers.
You need to talk to the engineers and designers.
The engineers need to go upwards to their bosses until it gets to the CEO so that the CEO can get good info from the engineers.
Then hopefully the CEO will be made to understand what the problem is, and then he will say "yes. Do that!" This will then give the go ahead for change. If anyone takes it upon themselves to change production, they might get in trouble and no one wants to take responsibility..
At least, this is My take on things today Where bid manufacturing companies such as Boeing and SW are all about profit and not quality. Maybe this is a misguided view I have, but it seems to be the case from what I am seeing?
I'd like to be Wrong about this.
The CEO of Smith Wesson will very likely know next to nothing about firearms And everything about numbers.
You need to talk to the engineers and designers.
The engineers need to go upwards to their bosses until it gets to the CEO so that the CEO can get good info from the engineers.
Then hopefully the CEO will be made to understand what the problem is, and then he will say "yes. Do that!" This will then give the go ahead for change. If anyone takes it upon themselves to change production, they might get in trouble and no one wants to take responsibility..
At least, this is My take on things today Where bid manufacturing companies such as Boeing and SW are all about profit and not quality. Maybe this is a misguided view I have, but it seems to be the case from what I am seeing?
I'd like to be Wrong about this.
His time is better spent on what his only job is. Profits.
SweetMK
Member
customer service??
I visited dealers for
Kubota
Kobelco
Case (industrial machines, bulldozers, excavators, etc)
John Deere
All were visited in the last two weeks,, looking to buy an excavator (8,000 pounds or less)
NOT ONE place had a salesman,,
I got to talk to a parts counter guy, or a rental guy, etc,,
In spite of them having $50,000 machines on the lot,,
I could not get a price,, on ANY of them,,
They mostly do not have prices for the machines I saw,,
A couple dealers had prices of on the website, for machines they do not have,,
or machines at another distant location,,
Amazing that I visited these places, and could not spend $50,000.
On another note,,
I did get to talk to the rental guy at the CASE dealer.
I can rent a 10,000 pound excavator for $1,500 a month.
(PLUS a little $$$ for insurance, and delivery)
Reexamining my needs, I might just rent one for a month,,
and get everything done in one shot, and not own the machine.
Hmmmmmmm,,
So, poor customer service may have saved me a BUNDLE of $$$$$,,,
I visited dealers for
Kubota
Kobelco
Case (industrial machines, bulldozers, excavators, etc)
John Deere
All were visited in the last two weeks,, looking to buy an excavator (8,000 pounds or less)
NOT ONE place had a salesman,,
I got to talk to a parts counter guy, or a rental guy, etc,,
In spite of them having $50,000 machines on the lot,,
I could not get a price,, on ANY of them,,
They mostly do not have prices for the machines I saw,,
A couple dealers had prices of on the website, for machines they do not have,,
or machines at another distant location,,
Amazing that I visited these places, and could not spend $50,000.
On another note,,
I did get to talk to the rental guy at the CASE dealer.
I can rent a 10,000 pound excavator for $1,500 a month.
(PLUS a little $$$ for insurance, and delivery)
Reexamining my needs, I might just rent one for a month,,
and get everything done in one shot, and not own the machine.
Hmmmmmmm,,
So, poor customer service may have saved me a BUNDLE of $$$$$,,,
I got my email to go through to their CEO and the person in charge of Technical Services. I will see what happens. I am only requesting help with getting my second attempt at the repair of my new S&W expedited.
It spent six weeks with them already and when I got it back on 8/12, there are still two chambers of my 10 shot 22LR revolver that are out of time. I have to turn the cylinder to get them to lock up when the hammer is fully locked back.
It spent six weeks with them already and when I got it back on 8/12, there are still two chambers of my 10 shot 22LR revolver that are out of time. I have to turn the cylinder to get them to lock up when the hammer is fully locked back.
I once had an issue with a piece of furniture i bought from Thomasville. A polite email to their CEO, got me a response from a senior VP and my issue resolved.
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Model 15-4ever
Member
Only returned twice? Get in line. Plenty have sent their revolvers back 3 and 4 times due to shoddy or non-existent repair at the factory. My Model 36-10 Classic went back 4 times before I had to call a friend in high places and complain.... then it was totally replaced.
S&W has a LOT of issues with their revolver production. Sad. It's all about plastic pistols and carbines with them.
Based on recent experience, I have to recommend Colt. They actually seem to care what goes out the door these days, and the overall quality if far better than S&W.
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My suggestion and something I have been very successful at is instead of sending a common email that will surely get "lost in the process", hand write a letter. Not only a real letter but a hand written one in fountain pen ink! Make sure you address it "personal and confidential" as well.
I use a fountain pen and use neat cursive writing when sending in a letter to CEO's. The reason is very simple....... a letter written in fountain pen ink stands out like a sore thumb and gets noticed. It will have the best chance of getting read by the CEO just because it is unique. Most emails go to a Secretary, Assistant or low level person who chooses what to do with them. I'm betting most times a CEO never gets to see a standard email. This has worked for me many times. I have received personal phone calls from the CEO's of General Motors, LL Bean, T-Mobile, Brownell's etc. over the years. In order to get higher up in the chain, your correspondence should stand out.
No fountain pen? Then go buy a cheap disposable one at Staples. I am not guaranteeing this will work, but in my personal experience it has worked quite successfully for me and increases your chances over just another mundane email they receive on a daily basis.
Good luck.
I use a fountain pen and use neat cursive writing when sending in a letter to CEO's. The reason is very simple....... a letter written in fountain pen ink stands out like a sore thumb and gets noticed. It will have the best chance of getting read by the CEO just because it is unique. Most emails go to a Secretary, Assistant or low level person who chooses what to do with them. I'm betting most times a CEO never gets to see a standard email. This has worked for me many times. I have received personal phone calls from the CEO's of General Motors, LL Bean, T-Mobile, Brownell's etc. over the years. In order to get higher up in the chain, your correspondence should stand out.
No fountain pen? Then go buy a cheap disposable one at Staples. I am not guaranteeing this will work, but in my personal experience it has worked quite successfully for me and increases your chances over just another mundane email they receive on a daily basis.
Good luck.
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Since they moved HQ in 2021, their address is 1852 Proffitt Springs Rd in Maryville, TN
twodog max
Member
Just guessing here but an easily available email address for the CEO of a major gun manufacturer like S&W would make them a target for anti gun crazies.
I have noticed the previously available CEO address for the Ruger CEO no longer is available.
Just thinking.
I have noticed the previously available CEO address for the Ruger CEO no longer is available.
Just thinking.
Most CEO's have an Administrative Assistant that screens and prioritizes their email . That doesn't mean he won't see it , but choose your words . If you come out of the gate throwing rocks it may just go in the " Negative opinion " file and get a form letter response .
It at least should come as no surprise to you to learn the apathy of the Service Department is EXACTLY and PRECISELY in accord with his instructions---as they have been passed to him by the owner(s) of S&W in accord with their philosophy of functioning at the lowest possible cost.
This, in marked contrast to the philosophy extant during the first hundred years-----to build the best possible product for the price (and to likewise conduct the balance of their operations in accord the slogan of "The customer comes first!")
The entirety of the differences between these two diametrically opposed philosophies is what gave rise to the old saying about "Them there was the good old days."
As to the best approach, besides just suck it up, and get on with your life, it doesn't really make any difference. You're simply another one of those whack jobs with entirely unrealistic expectations in their eyes.
I was going to say "Welcome to the real world!", but it isn't really the real world----yet.
Ralph Tremaine
OH! I forgot ---Cheer UP! "Things could be worse---and sure enough, they got worse!"
This, in marked contrast to the philosophy extant during the first hundred years-----to build the best possible product for the price (and to likewise conduct the balance of their operations in accord the slogan of "The customer comes first!")
The entirety of the differences between these two diametrically opposed philosophies is what gave rise to the old saying about "Them there was the good old days."
As to the best approach, besides just suck it up, and get on with your life, it doesn't really make any difference. You're simply another one of those whack jobs with entirely unrealistic expectations in their eyes.
I was going to say "Welcome to the real world!", but it isn't really the real world----yet.
Ralph Tremaine
OH! I forgot ---Cheer UP! "Things could be worse---and sure enough, they got worse!"
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HOUSTON RICK
Member
He is too busy spending his bonus in Bangkok or Amsterdam to worry about some company that his dad or uncle set him up in. If he is fired, his contract will pay him and his heirs more for doing the same nothing for just as long. Better investor relations as noted.
In 2017 I had an issue with a Performance Center gun. I wrote two letters and mailed them to the two people below. They arrived on a Monday and on a Wednesday I got a call from a customer service manager that said he had been called into the Firearms Directors office and told to fix the issue.
He told me to send the gun back (third time) and I didn't even need to write a letter, just put his name on the outside of the package: and it would be fixed.
I got it back with nothing done to it the same as before saying it was okay. I think he just wanted to make sure I knew who was running customer service and that my letters to the big dogs meant nothing to him.
I used the addresses below. Obviously the names have changed. I hope you have better luck than I had.
P. James Debney
President and Chief Executive Officer
Smith & Wesson
2100 Roosevelt Avenue
Springfield, MA 01104
Matthew W. Buckingham
Senior Vice President, Firearm Division
Smith & Wesson
2100 Roosevelt Avenue
Springfield, MA 01104
He told me to send the gun back (third time) and I didn't even need to write a letter, just put his name on the outside of the package: and it would be fixed.
I got it back with nothing done to it the same as before saying it was okay. I think he just wanted to make sure I knew who was running customer service and that my letters to the big dogs meant nothing to him.
I used the addresses below. Obviously the names have changed. I hope you have better luck than I had.
P. James Debney
President and Chief Executive Officer
Smith & Wesson
2100 Roosevelt Avenue
Springfield, MA 01104
Matthew W. Buckingham
Senior Vice President, Firearm Division
Smith & Wesson
2100 Roosevelt Avenue
Springfield, MA 01104
This is the letter I sent them.
Dear Mr. Debney,
I've not written a letter like this before so I'm not sure of the protocol. I am sending this letter to you and Mr. Buckingham as I think you are the proper contacts.
I have owned many Smith & Wesson revolvers, pistols and rifles over the past 40 years, I carried them as a Police Officer and they have saved my life. For that I am gratefully you have the reliable quality I can count on.
I am very disappointed in my latest Smith & Wesson purchase and the handling of my concerns by your Customer Support group. Here are the details:
In December I decided I wanted an M&P set-up as a target gun with optics. I wanted top of the line so I decided to go with a Performance Center firearm. Based on the description on your web site I ordered "PERFORMANCE CENTER M&P9L PRO SERIES C.O.R.E. SKU: 178058". I ordered the gun from Buds Guns on 12-10-16 and it was delivered to my FFL on 12-19-16.
I was very disappointed to find that this does not appear to be a Performance center firearm at all. It has no Performance Center engraving on the firearm, was not in a Performance Center box, and the trigger was no better than my other stock M&P firearms; which is not what I would expect of a Performance Center firearm.
On 12-19-16 I contacted Customer support explaining my concerns. The next day they emailed and ask me to send them pictures; which I did. I also ask if they would call me.
On 12-21-16 I received an email from "Brett" asking that I send the weapon in and said "Based on the pictures you sent and your description of the trigger pull I would recommend sending the firearm in for evaluation. when you send the gun in make sure you put a not in the box about the lasering on the slide and your concerns about the trigger pull. "They also emailed a shipping label.
On 12-28-16 I shipped the firearm back to your facility; it arrived there on 12-30-16.
I assumed you were closed for the holidays so I waited until 1-16-17 when I emailed "Is there any word on my gun yet? It's been at your facility for over two weeks." The next day I received an email saying "Your firearm has shipped" There was no explanation what, if anything was done to it.
I picked it up from FedEx on 1-19-17. Much to my disappointment it was the same gun with nothing done to it. It contained a paper that just said "No repairs required".
I emailed Customer support on 1-20-17 and asked for an escalation to a supervisor. I received an email back from "Steve" that said "I have opened a case as per your request and a supervisor will be in contact with you."
Five days later on 1-25-17 I received a call. I didn't catch his name, but he said he was a supervisor. After informing him on the issue he suggested I send the gun in for the Performance Center to evaluate. I explained that I just got the gun back from having been there. I didn't see what good sending it in again would do. He agreed and said he would look into it. I told him that if I couldn't get a Performance Center gun; I would like a refund if possible. He said he didn't have the authority to authorize that. He said he would talk to the Performance Center manager and get back with me the next day.
7 days later on 2-1-17 I emailed Customer Support and said I haven't heard back from him. That same day "Steve" emailed me and said "I am sure he will be getting back to you. Probably this week."
Today 2-11-17 it's been 17 days since that call and I haven't heard anything. So I assume I have exhausted my Customer support options.
When this started I assumed since you have a fairly new website this firearm was just misidentified and the issue would be taken care of. I can't return the firearm where I bought it because they sent me what I ordered based on the description on your website. I can't get my money back trying to sell it as a Performance Center gun as I don't think it is.
The "Performance Center" name is highly respected and I have always said Smith & Wesson customer service was 2nd to none in the industry. That's the way it has been in the past; but this time didn't turn out so well for me.
I would appreciate any help you can be on this matter.
Sincerely,
Dear Mr. Debney,
I've not written a letter like this before so I'm not sure of the protocol. I am sending this letter to you and Mr. Buckingham as I think you are the proper contacts.
I have owned many Smith & Wesson revolvers, pistols and rifles over the past 40 years, I carried them as a Police Officer and they have saved my life. For that I am gratefully you have the reliable quality I can count on.
I am very disappointed in my latest Smith & Wesson purchase and the handling of my concerns by your Customer Support group. Here are the details:
In December I decided I wanted an M&P set-up as a target gun with optics. I wanted top of the line so I decided to go with a Performance Center firearm. Based on the description on your web site I ordered "PERFORMANCE CENTER M&P9L PRO SERIES C.O.R.E. SKU: 178058". I ordered the gun from Buds Guns on 12-10-16 and it was delivered to my FFL on 12-19-16.
I was very disappointed to find that this does not appear to be a Performance center firearm at all. It has no Performance Center engraving on the firearm, was not in a Performance Center box, and the trigger was no better than my other stock M&P firearms; which is not what I would expect of a Performance Center firearm.
On 12-19-16 I contacted Customer support explaining my concerns. The next day they emailed and ask me to send them pictures; which I did. I also ask if they would call me.
On 12-21-16 I received an email from "Brett" asking that I send the weapon in and said "Based on the pictures you sent and your description of the trigger pull I would recommend sending the firearm in for evaluation. when you send the gun in make sure you put a not in the box about the lasering on the slide and your concerns about the trigger pull. "They also emailed a shipping label.
On 12-28-16 I shipped the firearm back to your facility; it arrived there on 12-30-16.
I assumed you were closed for the holidays so I waited until 1-16-17 when I emailed "Is there any word on my gun yet? It's been at your facility for over two weeks." The next day I received an email saying "Your firearm has shipped" There was no explanation what, if anything was done to it.
I picked it up from FedEx on 1-19-17. Much to my disappointment it was the same gun with nothing done to it. It contained a paper that just said "No repairs required".
I emailed Customer support on 1-20-17 and asked for an escalation to a supervisor. I received an email back from "Steve" that said "I have opened a case as per your request and a supervisor will be in contact with you."
Five days later on 1-25-17 I received a call. I didn't catch his name, but he said he was a supervisor. After informing him on the issue he suggested I send the gun in for the Performance Center to evaluate. I explained that I just got the gun back from having been there. I didn't see what good sending it in again would do. He agreed and said he would look into it. I told him that if I couldn't get a Performance Center gun; I would like a refund if possible. He said he didn't have the authority to authorize that. He said he would talk to the Performance Center manager and get back with me the next day.
7 days later on 2-1-17 I emailed Customer Support and said I haven't heard back from him. That same day "Steve" emailed me and said "I am sure he will be getting back to you. Probably this week."
Today 2-11-17 it's been 17 days since that call and I haven't heard anything. So I assume I have exhausted my Customer support options.
When this started I assumed since you have a fairly new website this firearm was just misidentified and the issue would be taken care of. I can't return the firearm where I bought it because they sent me what I ordered based on the description on your website. I can't get my money back trying to sell it as a Performance Center gun as I don't think it is.
The "Performance Center" name is highly respected and I have always said Smith & Wesson customer service was 2nd to none in the industry. That's the way it has been in the past; but this time didn't turn out so well for me.
I would appreciate any help you can be on this matter.
Sincerely,
Dave686
A: You ordered it from a retail outlet, not S&W.
2: Since you were clearly shipped the wrong firearm, I would have refused delivery.
(c): Your beef is with Bud's, not S&W
A: You ordered it from a retail outlet, not S&W.
2: Since you were clearly shipped the wrong firearm, I would have refused delivery.
(c): Your beef is with Bud's, not S&W
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While I don't have a dog in this fight, I don't think annual revenue is relevant in this case.
I suspect your company's CEO probably has fewer customers than S&W, and I *strongly* suspect he or she is in an industry that isn't as politically charged.
The person I have been dealing with emailed me again today and had confirmed that my 617 got checked in this morning, and he went over to the revolver department to make them aware of my 617. He also said that he will continue to update me on my repair. Right now, I feel like I am being taken great care of by someone high up the S&W food chain. I am very appreciative of his help to get it properly repaired and back in my hands soon.
How do you figure it was Buds fault? The S&W label on the end of the box had the SKU number and the serial number on it. If it was Buds fault S&W surely would have told me that instead of having me send it in 3 times.
Buds certainly wasn't responsible for the terrible trigger on it. I had to replace it with an Apex trigger. I've never had to do that with any other handgun I've owned.
But it doesn't matter, there isn't anything I can do about it. I still buy S&W handguns, I just won't waste my money on a Performance Center gun again.
