I swear this is not an exaggeration, and this is exactly what has happened up to this date.
Four months ago I bought a S&W model 63. It took me a month before I even got a chance to shoot it. I did not even get through the first cylinder before it locked up. I called S&W and asked to send it in. They person told me it would take two weeks to receive a shipping label, and that they would send it in the mail. I just went ahead and sent it in on my dime, figuring it would come back fixed, my mistake. It came back in 2 weeks, I opened the box, and there was a big crack in the yoke. I called, and they e-mailed a shipping label. Wish someone would have mentioned that in the first place. I sent it back in, this time receiving it back in just over a week. I took it out, and bam, the cylinder jammed. I suffered through the next seven rounds, and forced open the cylinder. The spent shells were stuck. I could not force them out with the ejector, and had to hammer a couple out with a dowel. The shells that stick are bulging, and obviously something is still wrong. Same problem it had in the first place. I called, got another shipping label, and sent it in. I received a call a week and a half later from S&W saying it was unrepairable, and they would send me another one. I asked if I could get a 617 instead, since I have a 4" and it works great, I would like a 6" also, and would pay the difference. They said no need to pay the difference and got the information of the FFL I wanted it sent to from me. I thought, cool, I'm happy with this resolution. A month passed, and I called my FFL to make sure it had not arrived before calling S&W. I called them on the 18th of Nov. I was told by the customer service representative that it was sent on the fourth, and my FFL had it. I went down to my FFL, and they again stated it never arrived. S&W called my FFL while I was standing there, and the FFL got the serial number of the gun they said they shipped, went in the back, came back out, told S&W it was not there and asked for a tracking#. S&W said they could not find the tracking# and would call back. They were closed for the holiday week so I called back on the 1st of December. Guy who answered the phone said my gun was at the FFL, sent on the 4th of Nov. I explained what happened, and he said there was no record of me contacting customer service, the gun had been sent, and the order was closed in the computer. I said, then give me the tracking#. He put me on hold for 15 minutes, came back on the phone and said it's strange, as there is no tracking# to be found. He said he would go to shipping right now and call me back. I never received a call back. I called the next day, and got the same, "it's at your FFL, shipped on the fourth, no record of you calling". I finally, after being nice through this whole debacle, came unglued! I demanded to speak to someone in charge! I was transferred to someone else, and explained everything that happened up to this point. This guy looked in the computer, could find no tracking#, and put me on hold for 20 minutes. He came back on and said he found my gun, and it was waiting for the California CLFC# to come back. I said, "that's bull**** and you know it. That system is instant, and gives you the number immediately" He then said it was left on someone's desk and overlooked, they had the CLFC, he was walking it to shipping himself, and I would have it by Tuesday. I get a call on Tuesday, Dec. 6th, from a woman at Smith and Wesson asking me if I received my firearm, I said no, she said it was shipped Nov. 4th and is at my FFL. OMG!!!! Did MA. just legalize Marijuana or something? I explained the whole thing to her, AGAIN! She called the FFL, and no, as before, no gun, and as Tuesday came to a close, it did not arrive. I called S&W on Wed, the 7th. Once again I explained the whole thing AGAIN, and was put on hold for 10 minutes. Guy came back on the phone and said they were waiting for the CLFC, which as I said before, is INSTANT. I explained how the last guy said they had it, and said he was walking it down to ship last Friday. I was put on hold for another 10 minutes, and was told it was being shipped overnight as he spoke, and I could call back in a couple hours for a tracking#. Thurs, no gun, Fri, no gun. I call Fri. afternoon, and again am told that is was shipped Nov. 4th, and my FFL has it. Critical mass was achieved, and a nuclear explosion ensued. "What are you people doing over there. I want speak to someone who is in charge and can do more that fog a mirror and answer the phone." I was put on hold for 10 minutes and told I would get a call back. No call back. I have no idea what to do now. I have been nice, and I have been a jerk, with no results of a straight answer. This is the worst, most incompetent customer service I have EVER received, and I have received some pretty poor service.
