Is S&W Customer Service Normally Good?

[gpmilliken]

Bought a SW BG 380 and it has some issues. I read all the forum posts and a couple of other owners said they had good results RMAing the pistol.

I contacts SW 7/31/13 and got an automated message that said

"Smith & Wesson will be on its annual summer shutdown from July 29, 2013 through August 9, 2013. Customers could experience service and shipping delays during this period."
​

How nice for them - I wish I got a vacation like that.

I've waited patiently for someone to get a hold of me. As of today, no contact so I emailed them again and got this:

We have received your inquiry and are assigning it to a representative. Due to the high volume of correspondence we are currently receiving it can take up to 5 business days to receive a response.​

This is not great customer service. Is this normal?

Anyone know of a constructive way to escalate this?

Or should I attempt to return the gun to the dealer and buy something else?

 

[jonesy814]

Call their service number. Its on their web site. They will send a return label right out to you probably. They no doubt are backed up a bit after their shut-down.

 

[timn8er]

+1 to Jonesy814. If you need the number, it's 800-331-0852. You'll probably be on hold for awhile, so be patient.

 

[SMSgt]

Patience, Grasshopper. S&W, like many companies, shuts down for a company-wide vacation every year. It's not S&W's fault you chose that time of year to contact them, and you're not the only one trying to do so. Take a number and get in line, or come back later. They will take good care of you, as they did me (but I didn't wait until the August shutdown to do so).

 

[gpmilliken]

My name is not Grasshopper and you have a funny way of viewing the customer / vendor relationship.

Did it make you feel good to post that immature smart remark?

nuff said.

 

[shawn mccarver]

Things are crazy at all of the companies right now. I suggest a call is in order. As to their vacation, they do have an annual shut down where all employees are on vacation at the same time. They can re-tool and the work force needed to make guns are all in-house at the same time. They have done it this way for as long as I can remember. In the rotary dial telephone days, if you called during the plant shut-down, you would get the really nice crew at the guard house, and they would help out if they could. Be patient. They are running 24/7 up there and the ramp up in production is causing a corresponding ramp up in service issues including service calls.

 

[gpmilliken]

OK thanks for the info. I'll give them a ring. I love the form factor of the firearm, just need to get the kinks out.

 

[BlueOvalBandit]

My name is not Grasshopper and you have a funny way of viewing the customer / vendor relationship.

Did it make you feel good to post that immature smart remark?

nuff said.

Might want to tone it done, people aren't going to want to offer help or advise in the future with that attitude. We all understand it's frustrating as hell when you're stuff is broke and more so when you can't get in contact with the mothership for repairs. You just "lucked" out that they shut down when you needed support. They will take care of you though when you get in touch with them.

 

[GaryS]

S&W has shut down for those two weeks for years. It used to be common practice in manufacturing and some companies still do it. One of the big reasons is so that they can do maintenance and calibration on all of the their machinery at the same time and not piece meal.

They are no doubt still catching up, but my limited experience with their customer service is that they are responsive and will work to solve your problem.

 

[TAROMAN]

Might want to tone it done, people aren't going to want to offer help or advise in the future with that attitude. We all understand it's frustrating as hell when you're stuff is broke and more so when you can't get in contact with the mothership for repairs. You just "lucked" out that they shut down when you needed support. They will take care of you though when you get in touch with them.

Agree. Another flamer added to the ignore list.

 

[losingle]

Quote They are no doubt still catching up, but my limited experience with their customer service is that they are responsive and will work to solve your problem.[/QUOTE]

If 4 - 6 months turn around is responsive, your rite. Closing down with that kind of backlog is hogwash.

 

[SMSgt]

My name is not Grasshopper and you have a funny way of viewing the customer / vendor relationship.

Did it make you feel good to post that immature smart remark?

nuff said.

I felt good before, during, and after, but that's not the point. You're looking for instant gratification (a common syndrome these days) from a company with many "customers."

I realize actually talking with someone on a phone is a dying art, but my experience has shown me it's much quicker and rewarding than typing out an e-mail that falls in line with thousands of others received daily.

I sent my second-owner 4566 in for repairs--fully expecting a bill--and it was back in 10 days, fixed free of charge. So yes, I consider their CS pretty good considering the volume of customers with whom they have to deal.

Better?

 

[losingle]

Facts are tuff to refute. Federal Express tracking delivered my 3913 to S&W April 23rd 2013. On Aug 9. I called and received their estimate over the phone, CS said they had mailed it. Postal money order and postal receipt for Aug 12 receipt at S&W.
I called yesterday and CS said they had failed to match the payment with the pistol and would begin work. Next week 4 months, no pistol. CS reports expected turn around is now 6 months. You must be an employee for 10 day turn around.

 

[Badquaker]

A happy customer tells his friends.
An angry customer tells everyone.

The internet has provided an unprecedented stage for angry people.

 

[HCH]

I suspect Grasshopper is too young for Kung Fu.

 

[losingle]

Answering a question posed about CS makes me a angry? I don't believe in deceiving the forum of CS recent performance.

 

[Cyrano]

"Is S&W Customer service normally good": No, It's normally excellent.

 

[hAkron]

Email is the slowest way to get them, and usually requires a couple of days between questions - I use this method if I'm not in a hurry. Calling them will get you a much quicker response.

 

[speedyquad]

i bought a new 15-22 in april. it needed sent back for ejection issues. i CALLED them on the thursday after i made the purchase. i was given a case number or something along those lines and was directed to fill out the online return form. i received a mailing label by email by the next morning. i shipped the gun back on monday and picked it up from fed ex the next friday. 8 days from initial contact to having the gun back in my possession. it has run flawlessly since...

i'd say that's pretty good service

 

[Jolly]

I have my dead uncles 5906 with a bad extractor spring. Called them and they paid for shipping both ways and had it fixed and back to me in three weeks. I call that excellent service.