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

[white cloud]

i recently had a very good customer experience with the ruger repair folks. fast and very professional.

 

[ColbyBruce]

I bought a #63 that was either thrown or fell from a moving vehicle, hoping to have the cylinder fitted to my #650. I sent it off to the factory on a whim, asking if it could be repaired. It could, and was.

Repaired and returned to me in about five weeks.

But if you want a really unbelievable, satisfaction filled experience, then you just have to take a trip to Glock in Smyrna, GA.

 

[xx78]

I had the same experience as you with my 642. The frame cracked under the barrel. Sent the revolver back to S&W on their dime. Two days after receiving my Smith I receiver a call from customer service advising me that I would receive a new 642. One week later my FFL friend called and said the 642 was ready to be picked up. I couldn't ask for better service.

 

[luangtom]

I am one of those that like the results of dealing with S&W Customer Service, but I question the need to be sending new or fairly new products back as often as I have experienced and as has been viewed on this forum.

Why is the original product not 100% when it is manufactured and then shipped? I had a loose barrel on a new M&P340 that had to go back. I had a firing-pin spring go after just a few rounds. Are times so bad as to not have QC in-house for barrels and workmanship?

Yes, I applaud the Customer Service department and its personnel, but I question the Quality Control and the manufacturing process.

 

[checkenbach]

It took me longer to get the shipping label sent to me than it did to fix my 686 SSR, and they did a GREAT job as well.

 

[dgludwig]

In my experience, Smith & Wesson's customer service is the best-with Ruger not far behind, if any.

 

[Babalooie]

My only experience was with a brand new Walther PPK/s-1 that was made under license by S&W. First time to the range and the trigger would not control the hammer after 50 rounds. Sent it back, through my FFL dealer, and it came back with the same problem. I called Customer Service and asked if they would send me the part (Trigger Bar) that I knew was the culprit. Was told that I had to send it back to the factory. I said "Never mind" and installed a spare interarms trigger bar in this gun. It worked fine after that, but I sold it soon after that and I'll never buy another S&W made Walther product.

Yes, I'm stubborn. Yes, I was angry. This was so obvious what the problem was, I was extremely disappointed by the whole deal. I had sold a couple of Interarms PPK/s pistols to finance this purchase and the whole thing just left a terrible taste in my mouth.

 

[Jswiney9]

if you want to see some REAL horror stories, go to the 15-22 forum

 

[Rio Vista Slim]

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.

Immediately after purchasing a new 686-6 Plus a few years ago, I experienced intermitant failures-to-fire with most factory ammunition.

I contacted Frank Smith (at LGS Manufacturing, S&W authorized service center), and drove over to Comanche, TX. Frank took about ten minutes to go over the revolver, doing a little file work on the cylinder ratchet and replacing the firing pin, and I was good to go.

Much later, the ejector rod screw worked loose, and I stripped the threads while trying to tighten things up. Once again I called Frank, and headed back to Comanche. This time, I had a pocketful of money, because I surmised I had really messed the cylinder assembly up. Forty dollars, and thirty minutes later, I was on my way back home!

They don't come better than Frank Smith, and I will always be a Smith & Wesson customer.

 

[k5lwq]

Well, I just sent my 386 Sc/s in today. Every time I take it out to shoot the sights need to be adjusted. I emailed Smith to find out if the 386 Night Guard sights would work on my gun. They apologized and ask me to ship it in for one of their gunsmiths to look at. I am interested to see what they come up with, but so far I am very impressed! First time sending a pistol in for service.

 

[snubbiefan]

My experience with S&W repair has been "spotty". Many of the reps. you talk to on the phone know their stuff and bend over backwards to help you. BUT...now and then you get the new-hire. I suppose that is the norm with any business....you have to train them somehow.

My last issue was a turn-around on a 686 which took a month and a couple of phone calls to get handled and I was not real impressed with the repair job either. Another BUT...contrast this with another company's return-for-repair policies and a month is lighting fast. I realize my month-long wait on this one was well outside the norm of 2-3 weeks.

 

[CAJUNLAWYER]

You want a horror story-check out my thread

http://smith-wessonforum.com/lounge/200215-smith-wesson-customer-service-rant.html

 

[ET.]

So far I have had to only deal with S&W's customer service, when I had to send back a handgun for a warranty repair. It took about 5 weeks & the normal amount of corespondence. I was satisfied. Now I need to send in a Glock because of an ambi-mag release problem. Word is that they will have to replace the frame. I also need to send in a Taurus TCP because it has started hiccuping. (at least one ftf with each mag regardless of ammo type). So I guess I now get to rate those CS departments and compare them to S&W's service. We will see...

 

[snubbiefan]

On the Taurus.......GOOD LUCK! Who knows....you may get lucky, but pray to whoever you pray to that the gun does not go to the review board. You may get lucky and get it back in a couple of months and it may actually get fixed. You might even get the same gun back. The next time I have a broken Taurus that I can't fix....I plan to just toss it in the river and go purchase a new gun. It isn't worth the hassle to deal with those folks.

 

[Dave500]

I have owened Smiths for well over 40 years have had a few issues but all were setteled fast and to my satisfaction only companys that are even in the same class are RCBS and Thompson Center all have same "bad attutude" please keep on keeping on a very satisfide cust.

 

[M3Stuart]

I recently had an experience with Rossi's CS where, based on my calculations, they must have fixed my Rossi (at no charge), and shipped it out, the day they got it. I shipped it Fedex ground to them and I had it Fedexed back to me air. The entire episode lasted 6 days and crossed a weekend. Only difference is that I had to pay the outbound freight of about $12. People bash Rossi's but they work or Rossi will fix it free - fast.

 

[LOBO]

I have only dealt with RCBS & Lee customer service. I can tell you from personal experience that they are great folks to deal with. Even when it's your fault!

 

[k5lwq]

Question. Smith has had my 386 Sc/s for a week today and I have not heard a word from them, should I call them or just wait?

 

[dgludwig]

I don't think a week is all that long. I guess it might be if you're 98 years old.

 

[howdy53]

I sent in my 686 for repair, sent in 7/14/11 received gun back today VAI Fedex at 2:00 PM CST. I then walked across the road and got my mail, letter from S&W saying they had recieved my 686, had gun in hand back from S&W and letter saying they got it on the same day. Is that a good turn-around time?