Horrible S&W Customer Service

[Tabby Lynn]

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 !!!!

While complaining here does nobody any good, if you have documented these issues it's time to contact not only customer service, but the head of customer service. The lazy kids on the phone who do not follow up is something that management needs to know about. Also, don't fall for the ploy when you ask to talk to a manager you get transferred to the CS rep next to them. Get times, names and document the subject then call back to the main phone line, not CS and ask to speak to the Customer Service MANAGER.

 

[jbltwin1]

You guys are scaring me! My 586 no hyphen is there right now for binding issue under warranty from a zillion years ago. Been there 6 weeks. Called and got the performance center excuse and was told it SHOULD be getting close. Gawd, I'm scared to SEE it now!

 

[mikede]

While complaining here does nobody any good, if you have documented these issues it's time to contact not only customer service, but the head of customer service. The lazy kids on the phone who do not follow up is something that management needs to know about. Also, don't fall for the ploy when you ask to talk to a manager you get transferred to the CS rep next to them. Get times, names and document the subject then call back to the main phone line, not CS and ask to speak to the Customer Service MANAGER.

Nobody is complaining. The fact is S&W needs to improve their Customer service. Plain and simple . As a S&W fan for many years . The Company seems to have forgotten That if you have No Customers eventually you have No Company.

 

[mikede]

You guys are scaring me! My 586 no hyphen is there right now for binding issue under warranty from a zillion years ago. Been there 6 weeks. Called and got the performance center excuse and was told it SHOULD be getting close. Gawd, I'm scared to SEE it now!

I hope you get your 586 repaired with no issues.

 

[Greyman50]

Starting to think there are shills here. Guess business schools don't teach much these days…….

 

[tires2burn]

My experience with S&W was hard to believe. I bought a new M&P FS 40 cal conversion. If you bought a S&W 9mm barrel and mags you could change it over to 9mm. You couldn't go from a 9 to a 40. Anyhow I started getting lite strikes with the 9mm and called S&W. This is after thousands of rounds. They said I shouldn't put a 9mm barrel and mags in a 40 cal. It's like they aren't honoring the conversion claim anymore. I explained that it was a conversion and they didn't know any history about it. I guess the old timers are all gone.

 

[jack the toad]

Only twice in recent memory, have I had to call their CS. Neither time it involved problems with anything I was doing, as my most recent S&W (M&P 15-22) now has couple years or so and without a problem. As of now, I'm 50/50 as to yay or nay w/CS.
First time was where were revolvers being made, Mass. or Tenn. and based on the answer, could we see a location change noted on the frames?
Second time was with Albert's son, don't recall his first name, so I'll call him Einstein.
Anyway, I thought was a relatively simple question re: Air Weight and Air Lite frames.
I'm not a metallurgist but thought I had a very basic somewhat working knowledge of slight differences in the aluminum alloys, some with Scandium and some without.
Without further details, basically if I were to "be quiet" and let him talk, I might understand. I said thank you and then hung up. It's not a big deal anyway, but I'm still not sure the Sc/Ti models is referring to alloy frames alone. I still think Scandium is added to the alloy frames and some rimfire cylinders, while Titanium is used for cylinders. As said, it's not a big deal and if Titanium is used in the frame, that's ok.
Although this may be well known, on my 1st call to CS, revolvers and M1854 levers are still in Mass, everything else is Tenn.

 

[jbltwin1]

OMG! Just got notice my weapon has been shipped. Almost scared to look!

 

[mikede]

OMG! Just got notice my weapon has been shipped. Almost scared to look!

Keep positive! Hopefully it will be great!

 

[bobsguns]

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.

This.

My collection includes multiples of Beretta, CZ, Colt, H&K, Walther, Springfield Armory, Rock Island Armory & STI. Oh, Les Baer too. Only a single Nighthawk, sadly.

I have owned three Smith centerfires & sold them all. I will retain my Models 41 & 52.

I would love to know the % of revolver sales versus their semi sales. I would wager that revolvers are carrying the bigger load.

My .o2

 

[jack zeller]

Sorry to read all of this. I have had wonderful and prompt service from S&W, every time, right up to recent months.

 

[jehu1290]

Back when the M&Ps first came out I bought one in .40 S&W. I shop around 1000 rounds through it and it started stovepiping. After trying various brands of ammo and all doing the same thing, I called CS and they had a return slip for FedX in my email before we even hung up the phones. No charge to me, they supposedly fixed it and sent it back (2 weeks). After shooting several rounds through it, it started doing the same thing. Same return (2 weeks). I got it back and the same thing. This time when the received it back they sent me a brand new M&P 40. I didn't like being without my gun twice for 2-weeks, but their CS was wonderful to deal with and I didn't feel like 2-weeks for sending and receiving wasn't bad. And their policy (at that time) was if it's not fixed after 2 tries, they replace it free of charge. Keep in mind though, that was before they sold out again. I've not dealt with them under the new company.

 

[Rhombus]

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.

I own three model 41 Smith & Wesson's and all of the different barrel sets. I have found the only way to purchase magazines that Work are on either eBay or gun broker and all are used. On receipt, I dismantled them, clean them and reassemble and all work extremely well. I had the unfortunate experience of returning a 7 inch model 41 barrel to Smith & Wesson to have a shell casing removed from the breach. they kept a pistol for 6 1/2 months despite my repeated calls to ask what the status was and the action they took was to send me a brand new 7 inch barrel for almost $700 and in addition, they returned my original barrel with the ruptured showcasing still in the breach. Abysmal customer service but I love my model 41 pistol. Sad that they are no longer going to be producing them.

 

[Rhombus]

I own several model 41 Smith & Wesson pistols and love them one was made in 1959 and the other two in the early 60s. I purchase all my magazines on either eBay or GunBroker and on receipt dismantle them clean them and reassemble. They are the only ones that work correctly. Recently, I returned a 7 inch model 41 Smith & Wesson barrel to the service department to have a ruptured shell casing removed from the breach. They kept the entire pistol for 6 1/2 months and when it was returned, they sent me a brand new 7 inch barrel along with my original barrel with the ruptured case still in the breach. They made no attempt to remove it and then build me almost $700 for the new barrel. Regardless it took them 6 1/2 months to make that decision. In addition, I purchased a large inventory of model 41 parts from an estate, which I have used on frequent occasions. Recommend if you have the opportunity to buy some of the more common parts to do so at Smith & Wesson is no longer producing the pistol and the service department service is abysmal.

 

[Gunny209]

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 !!!!

I've felt with them on 3 occasions. All were handled perfectly.

 

[Tony Rumore]

The last three new S&W revolvers I bought all had problems. 2ea Model 69 and 1ea Model 60.
I had not bought a new S&W since the 80's when I bought 2ea 629's and both of those had problems with the cylinders backing up.
I'm zero for five with my S&W guns even going back 40 years.

 

[mikede]

The last three new S&W revolvers I bought all had problems. 2ea Model 69 and 1ea Model 60.
I had not bought a new S&W since the 80's when I bought 2ea 629's and both of those had problems with the cylinders backing up.
I'm zero for five with my S&W guns even going back 40 years.

Sorry to hear ! I have a S&W 1911pd commander that about 20 years old that has been flawless . The model 41 is 25 years old also flawless same as my 20 year old 617 That has also has been flawless . That being said. I hear a lot of stuff coming out of S&W nowadays has issues . I hope and pray that they can get the Company back on track sooner rather than later. JMHO .

 

[Sam2511]

I have an older 642 that i'm giving to my son. The gun runs great. Now i'm in the market for a replacement for me. After reading all the negative comments on various forums and talking to folks at my local gun club i'm going with a Kimber K6XS. It's really a shame that it's come to this. I have an older model 60 and a no dash 686 that shoots better than my Python. I wouldn't trade those two for anything!

 

[Royce A Bain]

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 hope you better luck than I have.Sent an Ultra plus in January still haven't gotten back. Customer service has lied to me numerous times.They have taken a life long S &W customer a d created a customer for any firearm company .

 

[chief38]

I have posted numerous responses to S&W's deplorable customer service and I'm sure many here have seen one or more of them, so I am not going to go through the whole rigamarole again here. Suffice it to say we are all aficionado's of a "has been" company who used to be a premier handgun maker. The new company is run my incompetent idiot's who over 20+ years can do nothing more than to continue running a once great name and product line deeper into the ground. The CEO and BOD's OBVIOUSLY does not give a hoot!

Unless S&W is bought by another company that knows and cares about what they are shipping and pulls them out of the dumpster, I'd recommend spending your hard earned money elsewhere. Colt is now making fine revolvers and great 1911's. There are a plethora of fine pistol makers out their to choose from, and still a descent supply of used S&W revolver's on the used market that are in good condition. The only downside to buying an excellent example of a vintage S&W is that some parts are now hard to find and the current company will usually not even repair or service them so you're on your own there. Thankfully, used parts are still found on ebay, local gun shows and some better parts dealers. You will either have to bring a vintage gun into a LGS or repair it yourself.

Honestly, at this point on time I have given up all hope for the S&W that is run by the current administration!

 

[bobsguns]

I've felt with them on 3 occasions. All were handled perfectly.

Don't show us on the doll where they "felt" you....................

 

[bobsguns]

I'm zero for five with my S&W guns even going back 40 years.

That's just........................ odd, IMO.

I've only had one out of 15-20 & it was a PC J-frame. Can't explain why we had/have such widely different experiences.

 

[bobsguns]

I have an older 642 that i'm giving to my son. The gun runs great. Now i'm in the market for a replacement for me. After reading all the negative comments on various forums and talking to folks at my local gun club i'm going with a Kimber K6XS. It's really a shame that it's come to this. I have an older model 60 and a no dash 686 that shoots better than my Python. I wouldn't trade those two for anything!

I would counter with checking it thoroughly at a shop or gun show before you buy it would eliminate 90%+ of potential issues, IMO. Maybe have a buddy check it as well?

 

[bobsguns]

I hope you better luck than I have.Sent an Ultra plus in January still haven't gotten back. Customer service has lied to me numerous times.They have taken a life long S &W customer a d created a customer for any firearm company .

I have bought 4 Colt revolvers against one Smith revolver in the last 4-5 years. CZ has greatly pushed Colt's QC to a good level, IMO.

 

[bobsguns]

I have posted numerous responses to S&W's deplorable customer service and I'm sure many here have seen one or more of them, so I am not going to go through the whole rigamarole again here.

 

[Tony Rumore]

That's just........................ odd, IMO.

Can't explain why we had/have such widely different experiences.

It's well known that the early 629's had issues with the cylinders backing up. I don't think S&W fixed that problem until the -3 model.
That's one reason I don't understand guys wanting the early no-dash 629's. On my recent S&W's, two had the barrel come unscrewed, two of them had rear sight blades that were WAY too high, and one had a cylinder bind issue on one hole.

Tony

 

[Rick H.]

Lets say reading these threads is like trying to follow a very crooked road. Many results of all types, some good and some bad. Many want to throw the baby out with the bathwater and that's okay, it's your decision, but don't for one second believe buying old is buying better cuz it just ain't true. l have told the story here of my first M-41 purchase where I listened to the opinions of many who said only buy an older one, or a vintage one. Hogwash! I did as told by many here and ended up with a disaster of a gun. Put money into it trying to get it to work but it just never did work right. So much for buying old...

Fast forward a few years after swearing off buying another M-41 and saw the "new" PC M-41 and fell in love with it, BUT it was a M-41! I struggled with the decision to buy one and finally gave into my desires and ordered one. Unfortunately it stopped working after firing about 20 rounds and off to the factory it went during the Covid scare. It took about 6 weeks to get it back but with everyone Covid nuts I didn't think it was a long wait. The pistol has been flawless since I got it back save for some break in issues with crappy CCI Standard ammunition which I will absolutely not buy anymore. No damage was done to the pistol and it looks perfect and shoots the perfect now.

When I caught wind of S&W discontinuing the M-41 I decided to buy a second PC M-41 so I could give one to each of my sons down the road. I was worried about the second one from all the hyperbole I read here and other places, but my newest PC M-41 was perfect right out of the box. It too has issues with CCI Standard ammunition so now I feed it only Green Tag like it's older brother. It seems to really like Center-X like my other PC M-41 does, but that stuff is expensive and hard to get.

Like all things in life not everything works the same nor is everything flawless from the get-go. However in this day and age you have to accept that you may have to return something to the factory for repair. In my case it came back in great condition.

At one time I owned an early Colt Python which had a beautiful Royal Blue finish, but I never shot the gun well and sold it. Does the new Python have bluing that looks like old Colt Royal blue? I don't think so, but that's my opinion. Same for new Smith and Wesson versus old Smith and Wesson bluing, but let's be honest here. Bluing solutions have changed over the years due to EPA regulations on what chemicals can be used, so is it the fault of the companies that their bluing doesn't look the same as it did 30 or 40 years ago? I don't think so and the blame should be put where it belongs.

At least 5 or 6 times now I have received compliments from other shooters on how nice my two PC M-41's look specifically the finish. Perhaps I am just used to the crap I see on other firearms or even Cerrokote which is butt ugly, but I think the new M-41's look great. Maybe the fix in all of this is to have CZ Firearms buy out Smith and Wesson and fix these problems like they did with Colt.

Rick H.