How familiar is this: Another S&W Customer Service "horror" story

[FTG-05]

Horror story timeline:

May 26: Received M 329PD from FFL

June 10: Fired it for the first time, around 30 rounds +/-. Examination showed a cracked frame. Filled out the S&W warranty return on-line form the same day.

June 14: Received via e-mail, the S&W/Fedex shipping label and instructions

June 15: Shipped the 329PD back to S&W via Fedex local shipping agent. Cost to me = $3.50 or so (packing box and packing material)

June 17: 329PD arrives at the S&W facility in MA (Friday afternoon)

June 22 (the following Wednesday): Receive personal telephone call direct from S&W Customer Service with the warranty repair information (they replaced the cracked frame) and request for FFL (new frame = new S/N = FFL transfer). Took about 5 minutes to hook him up with my (no cost) FFL via e-mail.


In other words, less than three working days to completely fix the problem, at no charge to me, and the gun is on it's way back to me as we speak.

Now I ask you: how familiar is this S&W Customer Service "horror" story to you guys?

And more important: does anyone else in the business give better service? I doubt it, but it's a serious question.

Thanks,

 

[71vette]

I've had the same "problems" with Smith. I've got a 2.5" 66-1 with them right now having the barrel replaced (worst forcing cone erosion I've ever seen!). When I purchased the gun it came with an extra barrel. Smith is swapping it out and they have been very informative and professional with the whole thing.

 

[gr7070]

And more important: does anyone else in the business give better service? I doubt it, but it's a serious question.

My experience and everything I've read on the web suggests Springfield Armory's CS is on par with S&W. Both are great.

 

[Maximumbob54]

Don't laugh, but I hear great things about Hi-Point's CS...

 

[off road]

It's not the 'customer service' stories that worry me, it's the 'crack' stories. Great customer service will never make up for products that aren't ever going to be reliable. Watching my 329 very closely!

 

[Goony]

I think sometimes the system is wanting, but in general the people you deal with are pretty good.

Example #1 - I called a few weeks back about accessory grips and barrels for the Model 22-A. Everything was backordered. Huh? This is a current model. It's the manufacturer of the gun that I'm dealing with. How can stuff be "backordered" for heaven's sake? Not the fault of the representative I spoke with, but still to me inexplicable.

Example #2 - Last year I used the automated program to order an instruction manual. Last week this finally shows up out of the blue, consisting of photocopied sheets in random order, only about half the pages, and some of those duplicates. I call and speak to a live persom on Monday. I was perhaps a little strident with him, so although I told him I knew it wasn't his fault, I also know I made a remark that a third grader could've done better reproducing this manual. Today, Wednesday, I get the actual booklet in the mail, plus the takedown tool I had mentioned I was missing.

 

[Shuz]

I've sent many guns back for repair down thru the years and have always been pleased with the quick turn-around time and no cost to me aspect. Over the past 8 months I've sent a new Bodyguard 380ACP back for repair for FTF and FTE problems four times. Each time it was returned in a timely fashion, however the problems were never fully resolved. On the fourth return, I asked for a full refund including sales tax. I was told that it would take about 2 weeks to get thru their accounting system and that I would receive a check. Sure enuf, in 2 weeks I got a check for the full amount including the sales tax. I just wish they could build all of their 380 Bodyguards to be reliable and fix those that have problems.
I purchased a new 380 Ruger LCP while I was undergoing all the problems with the Smith. I have put countless rounds thru it and have never had a problem with FTF or FTE. I really liked the Smith better than the Ruger, but a concealed carry weapon must be reliable and they couldn't make mine reliable.
Getting my money back sure "eased my pain"!

 

[jake m29]

I have a S&W 1911 and after 13,000 rnds the extractor took a dump. I had bought the gun from a guy who had purchased it new a couple weeks prior. I let Smith know I was the second owner of the pistol and what was going on. Smith not only paid for shipping, they fixed the extractor and completely refurbished the internals free of charge! In three weeks time my gun was back in my possesion. Folks can say what they want, but Smith and Wesson customer service has done right by me everytime I have dealt with them. ( There has been a couple other times, but this was the most noticeable)

 

[sheriffoconee]

I had a terrible experience as well. I called their customer service to ask about a small part I needed....guy types in the computer for a second and says he has them...where to ship it....
I tell him and I ask him how he wants the money, and he says no charge...
I can't imagine ever doing business with people like that....
Oh yeah, the part arrived and it was NOT just the part, but the entire assembly....
And folks wonder why I like Smith and Wessons

 

[chessail 77]

I received he same lousy (above and beyond) service recently and immediately called them back to thank them...oooops complain !!!

 

[m657]

I sent a 629-1 in for sight work. Got an ominous phone call from "Vinnie"....heavy Bronx (I think) accent asking 'what did I have in mind' ....as conversation went on, I could hear him working the action in the background...

He discussed the options and told me what he would recommend, the cost (very reasonable) and when it would be on the way home.

I was highly pleased and 'Vinnie' will get my vote any day. Next time I have work for S&W, I'll ask for him.

 

[ladder13]

I called asking them if I could buy the red insert for a front sight. Guy told me to hold on, and then came back and asked for my shipping info. They had no inserts, but sent a whole new sight, no charge.

 

[dan-g]

This kind of service is exactly why I don't bother owning any other brand of revolver.

My 327 pc had FTF and a loose barrel they had it back to me within a week both times no charge.

 

[chinalfr]

Wow !!! That's a few horror story. Hope S&W should step down their service.


Sent from my iPhone using Tapatalk

 

[M1Lover]

Reminds me of Dillon Precision CS. I bought a Dillon 450, in pieces with a bunch of junk in a box at a gunshow, that needed several parts to complete. Over the phone, Dillon wouldn't accept payment for parts or postage. Part of our No BS warranty. I told them the gunshow story. Guy said We don't care where you got it. Made a(nother) Dillon customer for life. H.

 

[gunblade]

I too have had the same experiences when dealing with S&W. Parts pulled and shipped while I'm still on the phone with the rep and have barely had time to tell them what I want...sheesh! And then on top of that, they didn't even bother to charge me! Then there was the time I took my gun to the service window at the factory...years ago, mind you...and they actually had me stand there for about five minutes while they fixed it...and they forgot to charge me then too. Unbelieveable! I just don't see how they stay in business.

 

[mkflyfisherman]

Great Repair Seervice

I recently had a new (3 months old) model 41 repaired by S&W. The service was great. My only issue is why a 3 month old (presumably factory tested and certainly not a new design) needed to be repaired. I understand there are lemons in every manufacturing process, but I know I'm not alone with new model 41 issues. Still.....a good company to deal with WAY better than most.

 

[jdickson397]

I have received nothing but first class treatment from S&W customer service. Period.

 

[J D Allen]

s&w customer service

Yes I too have had the same service. My CS40 had an extractor problem and the service center in texas repaired it , at no cost. This is why I have purchased 5 smith and wesson's.

 

[packheat]

They put a new barrel on my 625 in 7 days flat including shipping both ways...no charge to me. I used the online form and never spoke to anyone directly.