Order a new magazine for my model 41 . The magazine sent does not eject out of the pistol . Called Customer Service asked for a refund . Was told by C.S no worries we will send you a new Magazine no need to send the old one back . Wow I thought great customer service. 1 month goes by no magazine sent . Called C.S again Was told we will put the order on expedited delivery . 2 weeks still no magazine sent .So I emailed were is the magazine? Emailed back still in the warehouse. We need the old defective mag back ! Talk about Horrible Customer service ! How do they stay in business ? I was thinking about buying a New E Series 1911 full size. Looks like I have to re evaluate that idea !!!!
Horrible S&W Customer Service
- Thread starter mikede
- Start date
Register to hide this ad
- Joined
- Apr 21, 2021
- Messages
- 5,319
- Reaction score
- 9,302
Good luck is all I have to say. No more new S&Ws for me…
Sadly I have to agree.
Add my name to this list. I was an armorer back in my FBI days, mostly revolvers and gen 2,3 SW autos. I had a straight line to the folks in the PC. Nowadays I'm not sure the CS folks in Maryville even know what the Perf Center is, sure can't talk to anyone back there now not that I'm sure there's even any of their old craftsmen left. Just talked to CS this week about my M645 45 auto and I'm pretty sure they didn't know SW made this pistol, sure couldn't answer my questions. It's really said 'cause the crap their producing nowadays is not reminiscent of SW's work and products of years gone by… so long.
Does anyone know if S&W has someone who actually READS these sorts of threads? Or do they just no longer care? 
I live about an hour south of the new HQ in Maryville. I'm thinking of printing out some of these threads & delivering them by hand to the CEO. Obviously, they would never allow ME to see him. I just wonder if he would get the printouts at all?
Just so, so sad.....................
I live about an hour south of the new HQ in Maryville. I'm thinking of printing out some of these threads & delivering them by hand to the CEO. Obviously, they would never allow ME to see him. I just wonder if he would get the printouts at all?
Just so, so sad.....................
Send them by snail mail to his work address or his home address… Both are easy to find.Does anyone know if S&W has someone who actually READS these sorts of threads? Or do they just no longer care?
I live about an hour south of the new HQ in Maryville. I'm thinking of printing out some of these threads & delivering them by hand to the CEO. Obviously, they would never allow ME to see him. I just wonder if he would get the printouts at all?
Just so, so sad.....................
I think many of us here agree with the OP.
If he cares and wants to salvage any vestige of the old storied SW, he'll give a damn and make some changes… if he can…
- Joined
- Sep 16, 2023
- Messages
- 803
- Reaction score
- 1,649
Did everyone here vote their shares?
You know I like my old revolvers, semi-pistols and my newer semi pistols. But there are too many other makers of nice semi-autos out there to take a risk on a new S&W.
S&W QC has sucked for going on 20 years. Now, their CS has caught up to it. The only new S&W I'll still buy is an M&P, but only because somehow that line seems to evade their determined efforts to make guns that don't shoot and necessitate your having to deal with snotty CS reps who begrudingly allow you to send your guns back to have them returned months later with the issues still unresolved.
Very Sad ! But true !
- Joined
- Apr 21, 2021
- Messages
- 5,319
- Reaction score
- 9,302
Very disappointed with S&Ws service for my new 610 mountain gun. 3 calls to 3 different CS reps have gotten nothing but" we have a shipping dept. problem". Means no one at S&W can tape the gold plated front sight pin to a piece of paper and simply mail it to me, what's so difficult about such a simple task? After reading the many other comments on S&Ws customer service it's easy to see I'm not the only one and the Problem has existed for many years. I'm sorry but can not understand or comprehend how a long standing business/ manufacturer has gotten where they/ we are today. Was in machine tool manufacturing for 30 years involving assembly, test runs for customers, travele to customers plants installation and service. Back then if a company sold junk they suffered as quality is the key to staying in business. Been around shooting for over 60 years as my Dad collected 1800s Colts. My first revolver shooting was with a 1877 Lightening in 38 Colt and a Woodsman. US Army pistol team after Vietnam, managed an indoor shooting range and have collected Colt 1911 types for many years. Also have decent collection of older S&W revolvers and after this senseless situation will Never buy anything new from S&W.
The fact that they have been making the model 41 since the 1950 ' s and can't make a magazine that fits the pistol Made in 2000 . Is amazing to me .
beach elvis
Member
Hurts me to my heart to to say so, but I agree. Makes me feel that much more fortunate to have the ones that I do that are from a previous era of S&W.
Just an Update. I called S&W C.S . The third time . The customer service rep was very apologetic. Told me that he is going to talk to the head of S&W customer service and rush the order out . He also said no need to send the old Magazine back . I asked him about the Model 41 magazine not ejecting . He told me that they sometimes have to be crimped by a gunsmith to be fitted . So the story continues. Thanks for all the responses.
mule69
US Veteran
I have had to contact S&W twice many years apart for a replacement recoil spring. Both times they were very responsive. The second time I called they even sent me two springs and didn't even charge me for them. What I especially liked was that they still had me on file from the first time I called. I think they have great customer service.
Jdavis
Member
I called CS about a month ago for some springs, extractor, and ejector for a Model 41. The lady that I spoke to was very courteous and quickly checked for stock. When I asked for the total price she said there would be no charge. 3 days latter the parts were in my mailbox. Perhaps I was just lucky but, my experience was good.
I cashed my shares a long time ago when I saw the direction they were headed…
Sent in my BRAND NEW Bodyguard Performance Center 2.0 on August 13th...called yesterday to inquire about turn around time and was told..."oh, well that was sent to our Performance Center which is different and they are running about TWO MONTHS behind at this point"! I said, wait, so it will be another two months before I get my NEW firearm back from S&W? Yep, and also, NO communication that it was even received (luckily I had the tracking number) and NO communication at all from customer service after almost a month...until I called them. If this is their idea of "warranty or customer service" I am done with S&W. Sad!
I had a similar issue with a new mag for my model 41. I carefully squeezed the bottom of the magazine in my Avid vise and then tested in the gun. After 2 - 3 iterations it will release with the mag release button, but still does not drop free from the gun. I now look for older used mags . . .
Glad your experience was good!
While I don't doubt the experiences posted here, my experience had been considerably better. I've called their CS numerous times over the years, and always spoken with polite,competent phone staff, who have sent me, free of charge, numerous little parts I needed.
If fact I called them twice in the last couple months, first time in several years, and both times they found what I needed, asked for my contact info, and the parts arrived soon afterwards.
I currently have, and have had, many S&W revolvers and semi-autos, from quite old, to fairly new, and can't recall anything that amounted to a genuine issue.
That said, I still focus on their older stuff in my toys juggling endeavors.
If fact I called them twice in the last couple months, first time in several years, and both times they found what I needed, asked for my contact info, and the parts arrived soon afterwards.
I currently have, and have had, many S&W revolvers and semi-autos, from quite old, to fairly new, and can't recall anything that amounted to a genuine issue.
That said, I still focus on their older stuff in my toys juggling endeavors.
Totally agree!
Jerry in SC
Member
I used a Brownells nylon/brass punch and 4 ounce gunsmith hammer to remedy one magazine that was tight. Some whacks near the base plate and one about half way up on each side of the mag solved it. Drops free now. Go slow and check for fit.
I fixed one using a diamond plate to take off the high spots. It doesn't look great but functions perfectly.
Last edited:
I agree. The October Handloader bemoaned the crappy finish Smith now puts on their blued guns, it looks below the polish you get on a Ruger which has always been known as a workingman's gun but it has an excuse because its priced to be affordable, unlike the higher priced Smiths that are not worth the money.
Back when Smith started the EDM rifling in 2000 I predicted it would be a disaster and now Smith has finally went back to "real" rifling.
I am glad I own the older pinned and recessed Smiths, I will treasure them always. They were guns you were proud to show your shooting friends. Now many are long gone but at least they never lived long enough to see the guns Smith is making today.
I saw a guy at a club I shoot at in a nearby city, he had a 1960's blued steel and walnut Mossberg bolt .22. I forgot how nice a blue job and how nice a walnut stock they put on these rifles back then. I thought I might buy a new one like the one I owned back in 1962 but when I went to Mossberg's website the plasticky and painted crap they are making today would not be worth the powder that would take to blow them away.
Last edited:
I had a positive experience just 3 months ago. Called CS re my 63-4. It had a weird notch in the barrel at the 1 o'clock position. I was told turnaround time was 6 weeks or less. I was notified they received the firearm & it was returned to me in about 5 weeks with a new barrel. Sights had to be adjusted but it's now shooting about 2" at 25 yards off sandbags using iron sites. I'm pretty happy.
