57jeeper
Member
I wanted to share my recent experience with S&W Customer Service.
Last month I bought a pre-owned 625-8 JM .45 ACP revolver from my LGS. I ordered a set of Wolff springs and Jerry Miculek's DVD Trigger Job video. I polished everything as instructed, replaced the springs, and was happy with the result.
While I had tools out I decided to perform a better inspection than the half assed inspection I did at the gun shop since when I bought it I didn't have feelers with me, (I know, dumb). ''What I found was that on one side of the gun, the gap was around .007" (not too bad), but the other side was at least .017" (not good). It's not the cylinder, since the measurements repeat at every indexing of the cylinder.
I emailed S&W Customer Service and within a day I got a response that they would send a pre-paid / pre-insured label to return the gun for evaluation. I got the label the next day, (Friday), and sent it out.
The FedEx tracking showed that it was received 4 days later on Tuesday, and on Thursday night I got an email from S&W saying that they sent me a package. I was concerned because the website said 3 weeks after receipt to evaluate the problem, and 6-8 weeks for repairs, and they were sending it back 2 days later.
I called Customer Service the next morning and was told that they replaced the barrel and shipped it 2nd day air so I would have it Monday. I picked it up yesterday and it looks great.
I was fully expecting to get the gun back sometime in the June-July time frame, so imagine my surprise at such a rapid turnaround.
Total elapsed time from my first email to CS to receiving the gun back was 12 days, and the only thing I paid for was the gas to drive to the FedEx store.
WOW!
Last month I bought a pre-owned 625-8 JM .45 ACP revolver from my LGS. I ordered a set of Wolff springs and Jerry Miculek's DVD Trigger Job video. I polished everything as instructed, replaced the springs, and was happy with the result.
While I had tools out I decided to perform a better inspection than the half assed inspection I did at the gun shop since when I bought it I didn't have feelers with me, (I know, dumb). ''What I found was that on one side of the gun, the gap was around .007" (not too bad), but the other side was at least .017" (not good). It's not the cylinder, since the measurements repeat at every indexing of the cylinder.
I emailed S&W Customer Service and within a day I got a response that they would send a pre-paid / pre-insured label to return the gun for evaluation. I got the label the next day, (Friday), and sent it out.
The FedEx tracking showed that it was received 4 days later on Tuesday, and on Thursday night I got an email from S&W saying that they sent me a package. I was concerned because the website said 3 weeks after receipt to evaluate the problem, and 6-8 weeks for repairs, and they were sending it back 2 days later.
I called Customer Service the next morning and was told that they replaced the barrel and shipped it 2nd day air so I would have it Monday. I picked it up yesterday and it looks great.
I was fully expecting to get the gun back sometime in the June-July time frame, so imagine my surprise at such a rapid turnaround.
Total elapsed time from my first email to CS to receiving the gun back was 12 days, and the only thing I paid for was the gas to drive to the FedEx store.
WOW!
