I am having a S&W customer service nightmare, REPLACEMENT SHIPPED!!!!

[DOEBOY1]

I assume that this is a new gun? I would go back to the dealer you bought it from an ask if they got it from davidson's gun they have a lifetime warrenty on the guns they sale. This may not apply but maybe it does. Their guns are a little more expensive, but they are the only wholesaler that I know of that has a warrenty. Glad I caught this thread I , I was about to place an order for a new snub nose for a friend of my wife's but talked her into an lcr instead. Let us know how this ends up. Surely someone from the factory is reading these posts. I know that if I were in charge I would have several people singing my praises on this free advertising bill board. To a crowd of people who have proven they are willing to buy the product. Because of all this bad press I for one will not buy a new smith because of the after sale. Good luck s&w don't let this snow ball get too big. I don't care to see my investment in my smiths go down in value. Doeboy

 

[1 old 0311]

I REALLY didn't need to read that. I just sent 2 handguns to S&W to be refinished.

 

[photoman]

What I would recommend is to call customer service, and (even if you have to explain the situation again) speak with and obtain the name and contact information of the most senior person in the department. Then, only deal with this person.

Absolutely! This is the only way to do it. Get a name and direct number.

Also, if the gun jammed after the first shot, how did you "suffer through" the other seven shots?

 

[cgb]

By "suffer through" I mean grabbing the cylinder and forcing it to the next position while pulling the hammer back.The case just before the rim would bulge and force the head up, causing friction that locks up the cylinder. Again, I have heard S&W has great customer service, and they will make it right. I have no idea what's going on here. There is no more to this story as someone else asked. If they had said it would take another month, cool, at least I would know it is in the pipe. But they had it marked as shipped, so I never would have recieved it had I not inquired. They told me it was shipped, I'm walking to ship it right now, it's going to be overnighted, And none of it ever happened. I guess tomorrow I'll spin the wheel of customer service excuses and see what happens this time.

 

[amazingflapjack]

Draggon 88 has the approach I take. Get the name of a supervisor, get their extension, their email address, and anything else they have, including the name and number of their boss. Keep a running log of every conversation and email, etc on file so that it can be copied, emailed, sent, etc. so that you can land it on the desk or computer of anyone as many times as you need. I kept mine here on the forum, as well as on my computer, and made the folks at Browning aware of that while dealing with them. Get the names. Be persistant. Flapjack.

 

[jwr0201]

Very sad to hear of this issue with poor customer service on a valid claim. It would be a stretch to think this could happen with an older revolver, but with a new one that is clearly under warranty this is unacceptable to say the least. Not that I have any pull with them, but I sent S&W an e-mail voicing my displeasure about this issue anyway. If a good number of forum readers send e-mails or letters, the company might sit up and take notice. Good luck - hope they make it right.
RR

 

[BlueOvalBandit]

We sure this isn't an ammo problem with the bulging case heads or primers popping out .....reloads...?

 

[Naples22]

I must have hit the lottery. I recently sent a 642 back to S&W for warranty work. I received, rapid, professional, superb customer service.

 

[airman]

Man, that's a tough story, and the bad publicity it generates overcomes a lot of the high-dollar ads the company buys. Mfgrs should be quick to satisfy their customers. If it makes you feel better, I see the same wails about CS from other companies too.

On the other hand, some can be good. Taurus treated me well and CZUSA was very good.

 

[growr]

This is simply NOT the customer service I have known from S&W. Anytime I have sent something in I have received OUTSTANDING service in ALL aspects. Almost as good as Dillon with their no BS warranty....S&W warranty is almost no BS at least it has been for me.

I am sorry to hear that you have not. This is NOT typical of S&W at all. Hope it resolves for you soon!!

Randy

 

[cgb]

"We sure this isn't an ammo problem with the bulging case heads or primers popping out .....reloads...?"


It's a .22, so no reloads available. I tried 5 different kinds of ammo, no dice. I marked the chambers, and it was the same 3 chambers each time.

 

[Colokeb]

CGB: would you consider putting some line breaks in your original posting? It would make it readable.

Sorry for your problem...could only be worse if customer service was in India.

 

[cgb]

Thank you for Kelley Rathmans e-mail. While she is no longer in customer sevice, she gave me a call, handled this personaly in a beyond professional manner, honest answers, and got my e-mail to the right people. She said she has been personaly handling this all morning. I'm pretty easy, and it takes alot to get me going. All I wanted was someone to call me and tell me what's going on, and not tell me it's shipped, their taking it up to be shipped, it's being overnighted, or whatever else they thought would placate me at the moment. I'm sure there's some comedy of errors going on here, because I can't find any complaint on the internet like this. Again, I want to thank the people this board for their advise, and I will post when the thing arrives.

 

[markush]

Thank you for Kelley Rathmans e-mail. While she is no longer in customer sevice, she gave me a call, handled this personaly in a beyond professional manner, honest answers, and got my e-mail to the right people. She said she has been personaly handling this all morning. I'm pretty easy, and it takes alot to get me going. All I wanted was someone to call me and tell me what's going on, and not tell me it's shipped, their taking it up to be shipped, it's being overnighted, or whatever else they thought would placate me at the moment. I'm sure there's some comedy of errors going on here, because I can't find any complaint on the internet like this. Again, I want to thank the people this board for their advise, and I will post when the thing arrives.

SOOO she said what..."It's being shipped"? "I am taking up to be shipped right now"? lol I don't know man...you posted you had a resolution....

 

[cgb]

It has not left S&W, and could take a few more days. When exactly is not known, but will keep me updated. Got an apology for the whole mess, and they agreed that an apology does not make it right. That's all I wanted to know. My main problem with the whole thing was that I was not sure it would ever arrive, since they kept telling me it was shipped, you will have it by Tues., you will have it by Fri, ect. I really don't care for a step by step of what went wrong, and my guess is I would not get one even if I asked. Had someone said it would be a few more weeks, this all would have ended right there. But it would appear that things got mixed up somewhere. At least now I know it's comming.

 

[JG4660]

I have a mental picture of the employees at S&W running around the office with your gun and the theme song to Benny Hill playing...LOL. I hate bad CS experiences and feel for you...best of luck in getting a good resolution.

JG

 

[toddimusnimski]

After what you've been through, you deserve to see a rental car pull into your driveway, and the S&W CEO get out and deliver it face to face. Now THAT would be impressive customer service!

"I'm pullin' for ya. We're all in this together" - Red Green

 

[fisco]

For all that you have been through S&W should send you a couple free mags for your 617.

 

[dirtysanchez]

Yeah, well, they could, but the poster might have some issues using them.......

 

[sqhead]

makes me want to run out and buy a model 63