I am having a S&W customer service nightmare, REPLACEMENT SHIPPED!!!!
- Thread starter cgb
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03clyde
Member
Please update when you get the replacement.
MakeMyNight
Member
Thank heavens!
Sure hope that You receive a great gun for all Your troubles!
Sure hope that You receive a great gun for all Your troubles!
PA Reb
Member
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- Apr 4, 2011
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Heeee Haaaaw! Good for you.
I just bought a new model 629, 3" Talo deluxe. When I got the gun home, I found the bottom of the grip was cracked. When I took it off, a big chunk fell off the bottom. I called S&W, sat on hold for twenty minutes until I got to speak with a rep. Five minutes later and a new grip was on its way. I hope this works out better for me than it did for you!
I just bought a new model 629, 3" Talo deluxe. When I got the gun home, I found the bottom of the grip was cracked. When I took it off, a big chunk fell off the bottom. I called S&W, sat on hold for twenty minutes until I got to speak with a rep. Five minutes later and a new grip was on its way. I hope this works out better for me than it did for you!
hiram2005
Member
stang1911
Member
WHO KNOW'S,THE GUN THEY SEND MIGHT USE CLIPSClips, 617's use clips! Sheeesh!
I went down to get it today. It looks good, no cant in the barrel, cylinder gap is .004, nice trigger, but I have to fire it. Unfortunatly I am in California, and they make you wait 10 days for any gun, even a replacement. I can only hope the thing works. You would think after all of this they would have thrown in a pair of wood grips or something, but no dice. If for some reason it does not work right, I'm done. I'm going to put a hook on and hang it on the Christmas tree, then I'm going to make a YouTube video about my new $700 ornament. If all is well, I'll make a video and post it on that too. I doubt I will be able to buy another S&W product at this point, as this whole fiasco has really soured me.
I found this video on YouTube, and it is the exact problem my revolver was having.
Smith and Wesson 617: Jam Session - YouTube
I found this video on YouTube, and it is the exact problem my revolver was having.
Smith and Wesson 617: Jam Session - YouTube
Boy, they must have gotten your address confused with mine. I have received a dozen Model 617s. Most were shipped on the 4th and I received them on tuesday and friday.
Since you now have the gun, I had to poke alittle fun. I hope the new gun is fantastic.
Since you now have the gun, I had to poke alittle fun. I hope the new gun is fantastic.
raveneap
US Veteran
I agree with this advice. I had an almost identical problem with a new 637. Went back a couple times for repair and still unresolved. Called, spoke with Kelley, and in a short time had a new weapon. (Not another 637; I paid the difference.) I was extremely happy with the way she handled the problem and it certainly restored my faith in a company that I had done business with for many years. If all CS reps were of the caliber that Kelley is, customer service complaints would be few and far between.
*** Just read in a previous post that Kelley is no longer in CS but apparently is still solving problems as she always has. Hopefully she has advanced in the company. ***
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snubbiefan
Member
We all feel for you OP. Then there are days like today. I called Smith to order a couple of small parts. I asked the rep what I owed him as I reached for my credit card. He says "no charge and you should receive the parts within 5-6 days".
I hope all this has worked out for you.
I hope all this has worked out for you.
Dixiejack
Member
OB, I too, am sorry for your frustrating experience. I am amazed at the number of replies you have received. Send them all to S-W. We represent a sizable investment to S-W.
I recently had an experience with SWCS. I bought a used Model 586 and then found out about the recall on this forum. I called S-W and inquired about it. First, I ask the name of the party I was talking to. After telling the CS rep. who's name was Joe, my problem and asked if the recall was still good. He told me it was, but then told me since my 586 was old and had been shot a lot (still wondering how he knew how many rounds had been fired) that if I hadn't had a problem by now, I had nothing to worry about. I told him I would accept that if he would send me a notarized letter with his signature stating what he just told me. Joe then got busy getting all the information and verifying the serial # and said he would send me a mailing label by 2nd day air--which I received. I then sent the gun back to S-W per instructions. Twelve days later I received a letter from S-W stating that they received my revolver and it would be repaired and sent back to me in 2 to 3 weeks. That very same afternoon, Fedex knocked on my door with a package that I had to sign for. Inside, was my revolver and a letter stating the work that had been done on it. S-W definitely has a problem not only communicating with customers, but with each other as well.
I recently had an experience with SWCS. I bought a used Model 586 and then found out about the recall on this forum. I called S-W and inquired about it. First, I ask the name of the party I was talking to. After telling the CS rep. who's name was Joe, my problem and asked if the recall was still good. He told me it was, but then told me since my 586 was old and had been shot a lot (still wondering how he knew how many rounds had been fired) that if I hadn't had a problem by now, I had nothing to worry about. I told him I would accept that if he would send me a notarized letter with his signature stating what he just told me. Joe then got busy getting all the information and verifying the serial # and said he would send me a mailing label by 2nd day air--which I received. I then sent the gun back to S-W per instructions. Twelve days later I received a letter from S-W stating that they received my revolver and it would be repaired and sent back to me in 2 to 3 weeks. That very same afternoon, Fedex knocked on my door with a package that I had to sign for. Inside, was my revolver and a letter stating the work that had been done on it. S-W definitely has a problem not only communicating with customers, but with each other as well.
rrobertson
US Veteran
I got all pissed off just reading what happened and am still pissed. Even tho everything is all set and taken care of for the most part I still sent an email as well complaining about this situation. Glad everything worked out in the end altho it should of never of gotten like it did.
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I gotta say it...... simply amazing!!!! What some people complain about ...... 
shadowrider
Member
Man I don't imagine that I could deal with this ordeal as good as you have. I had to send a 625 back for a hammer replacement about 3 or so years ago and it couldn't have went better. Even had them do a master action job while they had it there. Had the gun back in about 3 or 4 weeks and the work was done well.
But last year I bought an M&P 9mm for my daughter used. I detail stripped it to give it a good cleaning/lube and launched the sear spring and plunger into the everafter. So I called them up to purchase one. Long story short, they wouldn't sell me one because they are fire control parts and "had to be fitted". After he got it through to me that he was actually serious (I had finally quit laughing by this time), I about had a nuclear event too. He kept using the term "broken" and that I could return it for free "repair". They had no problem sending a shipping tag for overnight shipping on their dime, but wouldn't SELL me a couple of $2.00 parts that I admitted that I lost and would take all of 2 minutes to install and reassemble. No wonder we pay what we do these days for new guns! The cost difference is kind of hard to believe when you consider that those that worked in CS in the old days actually knew and probably worked on the guns they sell vs. the far less skilled "script readers" of today. And it sounds like they are quite busy from the sounds of this deal. That's unfortunate.
After you get the gun and it checks out, I would still type out a very detailed chain of events and include it in a polite letter and send it to the CEO/President. Emphasize all the time you spent on hold and that these employees were being paid for this time too. I would also let him know if I were not going to purchase anymore of their products. They can't fix these issues if they don't know about them.
Sorry for your troubles but FWIW, this tread has some really good "entertainment value" in some of the responses. LOL!
But last year I bought an M&P 9mm for my daughter used. I detail stripped it to give it a good cleaning/lube and launched the sear spring and plunger into the everafter. So I called them up to purchase one. Long story short, they wouldn't sell me one because they are fire control parts and "had to be fitted". After he got it through to me that he was actually serious (I had finally quit laughing by this time), I about had a nuclear event too. He kept using the term "broken" and that I could return it for free "repair". They had no problem sending a shipping tag for overnight shipping on their dime, but wouldn't SELL me a couple of $2.00 parts that I admitted that I lost and would take all of 2 minutes to install and reassemble. No wonder we pay what we do these days for new guns! The cost difference is kind of hard to believe when you consider that those that worked in CS in the old days actually knew and probably worked on the guns they sell vs. the far less skilled "script readers" of today. And it sounds like they are quite busy from the sounds of this deal. That's unfortunate.
After you get the gun and it checks out, I would still type out a very detailed chain of events and include it in a polite letter and send it to the CEO/President. Emphasize all the time you spent on hold and that these employees were being paid for this time too. I would also let him know if I were not going to purchase anymore of their products. They can't fix these issues if they don't know about them.
Sorry for your troubles but FWIW, this tread has some really good "entertainment value" in some of the responses. LOL!
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tgd31968
Member
I was expecting to find out in the end that the package that finally arrived had his original model 63 back in the same unopened box he shipped it to them in....
Hey, it would have been funny to the rest of us.
I have looked at new S&W's and have decided that there are plenty of older classic guns out there that were made before American industry started the downward spiral, and they are usually cheaper than the new ones. Better quality, cheaper and no depreciation hit. Makes sense to me.
I did buy a 625 JM and have had two issues with it so it pretty much seals the deal for me.
I watch all the gun programs on the ODC and see Jerry Miclek and all the people from team smith and wesson and I think, all that money being spent on them, and yet they don't seem to have a handle on their core reason for being in business.
Hey, it would have been funny to the rest of us.
I have looked at new S&W's and have decided that there are plenty of older classic guns out there that were made before American industry started the downward spiral, and they are usually cheaper than the new ones. Better quality, cheaper and no depreciation hit. Makes sense to me.
I did buy a 625 JM and have had two issues with it so it pretty much seals the deal for me.
I watch all the gun programs on the ODC and see Jerry Miclek and all the people from team smith and wesson and I think, all that money being spent on them, and yet they don't seem to have a handle on their core reason for being in business.
snubbiefan
Member
I don't sing the praises, or salute the S&W flag as I have had an issue-or-two myself. I will say that in general....dealing with Smith is a whole he!! of a lot better than trying to get something done with other manufacturers new weapons....lifetime warranty or not. We have these "bumps in the road" now and then, but with other gun manufacturers I have dealt with....weeks and even months and not days is the norm to get anything solved.
I simply just don't purchase a NIB gun. I prefer to buy a weapon that has some shooting time on it. Do the research on what was done under what dash number for that model and then....patiently shop for the one I want used. There are simply too many good older guns lying about out there that can be had for decent prices and even Smith is turning out some junk that I will not own. It doesn't take long to learn how to pick out a good used weapon and if Smith cannot prove that you were not the original purchaser (which they usually can't)....you have the warranty no matter who purchased it new.
I simply just don't purchase a NIB gun. I prefer to buy a weapon that has some shooting time on it. Do the research on what was done under what dash number for that model and then....patiently shop for the one I want used. There are simply too many good older guns lying about out there that can be had for decent prices and even Smith is turning out some junk that I will not own. It doesn't take long to learn how to pick out a good used weapon and if Smith cannot prove that you were not the original purchaser (which they usually can't)....you have the warranty no matter who purchased it new.
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