I Think S&W Lost My Gun!

[wood714]

I think S&W customer service sucks.. After three separate phone calls trying to get the recall mod done on my no - 586 I've decided it's not worth the risk of losing it for months on end. Every phone call they said they would be sending out a shipping label that never was.. Ruger, however, was a very different experience. I bought a new GP 100 that was dropped and broke the rear sight blade. After a quick email, I received a new rear sight in the mail less than a week later no questions asked as to why I needed it. Not bashing S&W or touting Ruger, just my personal experience with the two companies.

When I first called about the recall on mine, they emailed me a shipping label in minutes.

I've only used S&W CS one other time for the grip recall on a 6906. That was last year, and I got it back in 10 days.

Bought a Ruger LCP from a person who claimed it had never been shot. About 90% of the time the slide wouldn't go forward without bumping it with my hand. I polished the ramp, but it didn't help. Watched a youtube video of a LCP strip, and noticed theirs had a double recoil spring. Mine only had one. Called Ruger and told them my problems and about the single spring. They said it shipped with a single spring, but would send me their "enhanced" recoil spring at no charge. Sent a old P95 back for the MKII recall and got it back in about 10 days. They offered me free shipping or a free mag. I took the shipping.

Had a titanium firing pin break into 3 pieces on a CMMG 22 upper. Emailed them pics of it and they sent me 2 in a few days. Still cant figure how that thing broke.

 

[spad124]

I've had good experiences with S&W up to January 2016. I sent my 1988 686-1 in for the M recall in early November 2014. It was back in my hands in 14 days. In addition to the recall I could tell the action had been worked on and smoothed up a bit. No charge.

In October 2014 I sent a new M&P Sport in under warranty because of some cosmetic wear on the barrel that apparently occurred during assembly. (On-line order from a retailer and I didn't check closely before accepting) I hadn't even shot the gun. That was returned in six weeks with an entirely new upper. And I could tell the upper was fitted to the lower.

Finally. In December 2015 I sent an inherited 669 in because of a safety/decocker problem. This gun was outside of the 669 recall SN range. S&W replaced several parts in the fire control mechanism at no charge. Back in four weeks.

I think I only asked them about the status of the Sport once during the six weeks.

Maybe something has changed in a short time?

 

[wood714]

Maybe things have changed at S&W in a short time? I sent my 1988 686-1 in for the M recall in early November 2014. It was back in my hands in 14 days. In addition to the recall I could tell the action had been worked on and smoothed up a bit. No charge.

In October 2014 I sent a new M&P Sport in under warranty because of some cosmetic wear on the barrel that apparently occurred during assembly. (On-line order from a retailer and I didn't check closely before accepting) I hadn't even shot the gun. That was returned in six weeks with an entirely new upper. And I could tell the upper was fitted to the lower.

Finally. In December 2015 I sent an inherited 669 in because of a safety/decocker problem. This gun was outside of the 669 recall SN range. S&W replaced several parts in the fire control mechanism at no charge. Back in four weeks.

I think I only asked them about the status of the Sport once during the six weeks.

I've had good experiences up to January 2016.

When I shipped mine back they said the wait time is longer in the summer months.

Got an email from the CS manager. He's sending me a S&W t-shirt, and a new blue plastic box that will ship separate from the gun.

New grips, box, and shirt. I think that's pretty cool, and makes up for the mass confusion.

 

[American1776]

I recently called and asked if they would work on an older model 64. The guy on the phone told me it would take 3-6 months.

I said thank you, have a good day.

 

[wood714]

She's back!

 

[markeb]

Very nice. Glad it's back.
BTW, It don't look like a girl.

 

[bigggbbruce]

Very nice. Glad it's back.
BTW, It don't look like a girl.

IDK... we tend to fondle them a whole lot...

What else would could you call it.. ?

 

[bigggbbruce]

New grips, box, and shirt. I think that's pretty cool, and makes up for the mass confusion.

The one I had confusion over was a 629 stealth early one... I got a free cylinder replacement(for finish problems I should have paid for) because of their problems.. I saved a bunch..

I was a happy camper..

 

[AlHunt]

Wood, I hope this ends this darn thread. You have had your say. Now with all due respect please keep quiet.

You do understand that you're not required to read this thread, right?

With all due respect ....

Or am I being humor impaired ... ?

 

[Wee Hooker]

After my last experience with S&W Customer Service I am thinking RUGER !

The same Ruger that is currently recalling ALL MK IV pistols made before 1 June 2017? The same Ruger who has no parts to fix the safety issue identified? The same Ruger who puts the burden on the customer to pay for aftermarket parts to be once again swapped out or confiscated?
Maybe we should all go buy Taurus revolvers as they have a lifetime warranty?
Trust me, I'v tested many of the major brand customer service departments. S&W is among the best.

Lets be step back and be fair. Occasional "stuff" happens in any repair shop ( Guns, cars, appliances .....) It's not necessarily a sign of a bad business. In the grand scheme of things, a mix up at the factory isn't a big deal as long as it's made right in the end. (as I'm sure it will here.)

 

[bigpappa160]

Factory

Sent a 2.5" 686-1 to the factory for the M stamp recall back in April. I called a couple times and was always told 2 more weeks.

On June 5th I called, and while I was talking to the person I got an email from S&W which was another shipping label. The girl I was talking to said something was wrong and she would call me back in a couple hours.

A guy called me back, I think he is in charge of customer service or something. He promised me he would personally follow my gun thru the process and I would have it in a week to 10 days.

Called on the 11th day to see what was up, and he assured me the gun had been fixed, and promised me it would ship that following Friday. Called back yesterday/Tuesday and he said it had slipped his mind and it would ship today, no excuses.

Waited all day for an email or call for shipping conformation and called back a few minutes ago.

He told me he had found out my gun hadn't been touched yet, and I could expect it back around July 4th. I told him to just put it in a box and ship it back to me, but he said they couldn't do that. He said I'd be getting some S&W goodies shipped seperatly for all my problems. I have no idea what S&W goodies might be.

I sent it in without any grips, and I received a free set of magnas for it that came today.

This has taken longer then my first ATF stamp.

Yep, I sent my model 60 in for warranty work, which was a month ago! Found out that the revolver arrived at SW and was signed for on 18 May. Now fast forward to this past Mon 19 June, live chat with a rep and he said that the revolver was fixed and heading to the mail room to be processed to be shipped that it may take 5-7 business days. My question was why does it take 5-7 business days to be shipped once the mail room gets gun? The rep couldn't answer, but he said I would get a email with a tracking number! So, Mon I'm going to contact SW again and see if the gun is really in the mail room.

 

[twodog max]

Call Ruger today about getting any work whatsoever done on a Securiy Six and report back with your findings. Better check on present conditions before bragging them up in order to put down S&W. You are completely out of touch with todays Ruger and what they will do.

Got that right. No more Security Six work