Less Than Satisfied

[FrednTN]

About 2 years ago, I bought an M&P 9 FS and a 9C with the proceeds from the sale of a couple of my Glock .40s. I have big palms and short fingers and the Smiths felt great in my hand with the small inserts. Still do.

After several months of enjoying the ergos, I noticed that the FS was not giving anything like the groups I could wring out of my Glocks and Sigs. About 8 inches was the best I could reliably get. Disappointed, I sent the FS back for warranty work. It returned in a little under 3 weeks and the paperwork said it had been rebarreled. I was able to get around 4" out of it, so I figured "OK, so it's not a target pistol.

Then, the white dot fell out of the rear sight. Back it went for another 3 weeks.

A little over a month ago, I sent the 9c back when it developed a dead trigger during an Advanced Tactical Pistol class (which i finished with a G19). Here is the saga of my recent experience with S&W CS:

1. Sent it back on the day I received my shipping info - Jan 09
2. On Jan 14, called to check progress (I know, maybe a little soon.) Did NOT show received yet, though FedEx showed signed for on Jan 12.
3. Called Jan 20(ish), was told received on Jan 17.
4. Called Feb 4th, was told it was received that day -Feb 04! Went around the rosey with the CS guy who was sans clue and said he would have a supervisor call me back.
5. Supervisor Joe (Routh? Huth?) called me back on Feb 07 and said the 04 Feb receipt thing was a clerical error. I explained my history with M&Ps and was told the gun would be in my hands by the end of next week - 14 Feb.
6. Called near COB 14 Feb and was told the gun had not shipped, that parts had been ordered THAT DAY and I could expect my pistol "in a week or two".

I am not a happy camper. I REALLY wanted the M&Ps to be my replacement for the not-so-great-fitting BUT utterly reliable, accurate Glocks I own in nearly every caliber and size. I have had my G17 for 16 years, my 19 for 12, and several others for 8 years or more. NONE have given me a moments trouble and I wouldn't know what Glock CS is like cause I've never used it.

Even if the 9c comes back all squared away next week, I'm not sure I'll ever feel 100% trust in this platform.

 

[FrednTN]

Crickets, eh?

 

[WilsonFlyer]

I'm not sure what you're expecting anybody here to tell you. Obviously, you're disappointed, and it sounds to me like nothing we can say is likely to satisfy you, based on what's happened so far.

I have every flavor of M&P in some caliber. Some calibers I have 2 or 3, and I'm working on completing my "set." I have been very pleased with my M&Ps. I have a BG 380 and love it also.

I danced with S&W a while back over an SW380. Ultimately, they did me right, and you see where I am now thanks to it.

They're like all other manufacturers. They are all trying to do more with less to maintain profits. They're backed up due to political circumstances on top of that. They'll make it good if you can just have a little patience. This I believe. Why? I've been there.

I don't do Glocks, though I have friends who have many and love them. I am tempted on the new 42, I must admit. I'm mainly a S&W and Colt man and my experiences with both of them have been outstanding.

 

[Maximumbob54]

Certainly not the normal. Sorry.

 

[Chuck Jones]

Think that's bad? You should have had an XDs for their recall.

I sent the gun in on the 9th of september and it was returned after Christmas.

 

[Comrad]

When I become unhappy with a product or manufacturer and can not be satisfied by them I get rid of it and find one that makes me happy.

 

[DAB359]

I am having service issues as well with S&W - can't even get the service guys to send me a return label for a cracked frame 22 A1. It has been 34 days and counting! Three times they have told me the label has been sent, but it never has shown up. Is this normal with these folks? If so, do you think I'll ever buy another S&W?

 

[shawn mccarver]

I am having service issues as well with S&W - can't even get the service guys to send me a return label for a cracked frame 22 A1. It has been 34 days and counting! Three times they have told me the label has been sent, but it never has shown up. Is this normal with these folks? If so, do you think I'll ever buy another S&W?

Did they email the shipping label? If so, have you checked your spam folder?

If it was mailed, when you called back, did you ask to what address it was sent? Don't make assumptions - mistakes can and do happen to anyone.

Finally, you could just pay for shipping and insurance yourself if you are in a hurry. It is not like you need their permission to return it as some companies require by use of a "return merchandise authorization" (RMA) whereby if the package does not have one prominently written on the outside, they reject your shipment.

In addition, if you really want warranty frustration, try SIG Sauer on for size (if you can ever get ANYONE to answer the telephone, you might get service, but I can not verify that, as I have NEVER gotten anyone to answer the telephone).

Finally, I don't do email on these service issues. I find that a nice telephone call gets considerably better responses (at least from S&W). Again, I don't know about SIG, as I have never gotten anyone to answer.

And don't even get me started on Taurus. You can say you have a lifetime service policy, but if you cannot get them to do anything, what good is it?

 

[Hamfisted]

Crickets, eh?

Shoulda kept the Glocks eh ?

You'll find you get better response on their FB page if customer service is your issue.


-Mike

 

[trophyhunter]

Certainly not the normal. Sorry.

I can say that based on my experiences with the current regime at S&W's service department with both warranty and non warranty issues over the last two years that horrible customer service is their benchmark at this point.

Thread after thread these days about how they treat their customers like dirty rags and people still fanboy this BS.

This is not the same company and level of service we all knew and supported heavily not so long ago. I was treated like gold in years gone by when the factory service department was called on for help.

These days, I wouldn't wish the experience of dealing with the Ne'er-do-well's at S&W's service department on my worst enemy. They're flippant attitude towards their customer base is inexcusable.

 

[Jaymo]

Wait a minute.
There are accurate Glocks?
Dayum!
I've never seen a Glock group that couldn't be easily bested by a 1911 or a K-38.

 

[Fastbolt]

Things have been BUSY for all the gun companies. This includes their customer service/warranty dept's, too.

The weather back in Springfield right now has created lots of problems for people even getting to work.

Magnify a few fold whatever level of frustration you may be feeling, and you may be getting close to what some of the S&W folks seem to be presently experiencing with their latest in-house computer problems.

If you think the other gun companies don't have their fair share of unsatisfied/dissatisfied customers, you may be a bit less aware of the bigger picture than you may suspect.

S&W has been working hard to get the M&P 9's to run as accurately as the the M&P's chambered in other calibers, and from what I've heard they've been getting some good success recently.

If you returned the 9c for an issue with the sear not resetting fast enough to catch the striker's foot, I'd suspect you're probably going to get it back with the current revision sear housing block (larger & heavier sear plunger/spring), which I was told was becoming the "standard" for sear blocks across the model line (as time, availability of parts & production permitted).

Here's the difference (original smaller parts on the left in each image):