ThrowinRocks
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Need some rocks? LMAO
M&Piece of Shield
- Thread starter M&Petey
- Start date
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M&Petey
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No , LOL, I have enough in my head.
What I need is some Gold !
One nice thing... I had an Apex kit in my shield ... I don't want it back === bad juju that gun. So they are going to send it to the PC for me. I thought that was a nice gesture.
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Petey, I don't mean to poop on your thread but I have been in your situation with S&W before so I understand what you're going through...
The fact that you are detailing conversations that S&W would obviously rather remain between you and them is part of the reason why they are so unyielding in these situations, where they know they put out a lemon and then resist replacing it.
They worry, both policy-wise and legally, about the precedent they would set if word gets out like in these forums, that they actually replace bad guns. They'd be swamped with such requests by every gun owner who stopped liking his gun for whatever reason.
Although I disagree with their reluctance to replace lemons like yours, I know that in the real world they would have many requests for replacements and refunds if they started doing that. Obviously, their customer service is about the worst I have experienced in the current gun market but aside from Ruger and a handful of others, no gun manufacturer wants to stand behind the marginal pieces of **** that they're pumping out during the plastic revolution...
If I ran S&W, I'd fire everyone in customer service and start from scratch by modeling my operation after Ruger. I'd also require a signed confidentiality agreement between the factory and people like you who deserve a replacement gun or other compensation
and I'd expedite such actions to take place asap.
By the way, the actual ceo of S&W is Matt Buckingham, who came from Brownell's, which we know is a customer oriented company. It's ironic that he has done so little to improve the situation at S&W since he's been running the show now for almost 2 years.
Remember, today most gunmakes are run by bean counters and not enthusiasts.
I hope your situation is resolved to your delight soon...
The fact that you are detailing conversations that S&W would obviously rather remain between you and them is part of the reason why they are so unyielding in these situations, where they know they put out a lemon and then resist replacing it.
They worry, both policy-wise and legally, about the precedent they would set if word gets out like in these forums, that they actually replace bad guns. They'd be swamped with such requests by every gun owner who stopped liking his gun for whatever reason.
Although I disagree with their reluctance to replace lemons like yours, I know that in the real world they would have many requests for replacements and refunds if they started doing that. Obviously, their customer service is about the worst I have experienced in the current gun market but aside from Ruger and a handful of others, no gun manufacturer wants to stand behind the marginal pieces of **** that they're pumping out during the plastic revolution...
If I ran S&W, I'd fire everyone in customer service and start from scratch by modeling my operation after Ruger. I'd also require a signed confidentiality agreement between the factory and people like you who deserve a replacement gun or other compensation
and I'd expedite such actions to take place asap.
By the way, the actual ceo of S&W is Matt Buckingham, who came from Brownell's, which we know is a customer oriented company. It's ironic that he has done so little to improve the situation at S&W since he's been running the show now for almost 2 years.
Remember, today most gunmakes are run by bean counters and not enthusiasts.
I hope your situation is resolved to your delight soon...
Fortunately, I've never had any major issues to deal with, but I've contacted S&W's CS several times over the past 10+ years, usually with relatively piddly stuff, and the folks I've gotten on the phone have always been polite and quick to help.
Typically, they'll just say, "gimme your mailing address, we'll send you one, pronto", which I'm always thrilled to hear. I've been raving about their CS for years.
I've only had one occasion to contact S&W CS (Shield9 RSA) and my experience mirrored yours. I was a bit surprised that they didn't even ask me for the serial number.
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M&Petey
Member
I had the RSA fail first time out..called = no problem they sent me a new one. The RSA is peanuts. Meat and potatoes issues like a defective firearm = different story.
pa5906tsw
Member
My Shield 9 has been my everyday/night stand carry piece for about 4 years now. No problems with over 2,000 rounds through it. Made no modifications and used this pistol over a weekend at a Valor Ridge Pistol Craft 1 class with NO issues using WWB rounds. Agree with others, there is a part that is bad. Like another person said, try a good local gunsmith and see what they might say? Otherwise, lots of luck.
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M&Petey
Member
Happy to hear your Shield has been good to you.
Can't see paying someone to fix something that the MFG is responsible for.
Thankfully ,S&W has agreed to replace my troublesome little shooter.
I'm hopeful the new one will serve me well , as I really like the Shield. We'll see.
ThrowinRocks
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I'm curious as to whether a new gun would have to go thru an FFL. My new shield PC9 has an issue, and if it needs total replacement, I'd be pretty unhappy about having to pay the FFL another $25. But I'm thinking it would have to go thru an FFL. Anybody know?
ThrowinRocks
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Being a repair or replacement under warranty. No
It should ship to your front door unless your city or state says otherwise.
If you want to confirm it call S&W CS
It should ship to your front door unless your city or state says otherwise.
If you want to confirm it call S&W CS
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M&Petey
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The New Pistol will go to the FLL = S&W will pay the DROS.
Return from repair = straight to me.
Return from repair = straight to me.
Yeah, I was thinkin new gun, new serial number.. they must have to go thru an ffl.
This is indeed the federally required practice. I went through it last year - they couldn't repair the one I sent in, so sent a new gun to the FFL I designated. I sent S&W a copy of the register tape showing the transfer fee and got a check from them within about a week.
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M&Petey
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Happy to hear it all went so well.
Federal Law: A manufacturer CAN ship the same or substantially similar replacement direct to the customer.
General Practice: Even though they CAN do it, most will require a local FFL for CYA purposes and full compliance with local regulations.
General Practice: Even though they CAN do it, most will require a local FFL for CYA purposes and full compliance with local regulations.
iPac
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How much money did this one gun cost S&W via all the return shipping charges, salaries, and other misc. costs compared to the production cost of a new one?
They probably spent double, triple, quadruple the amount it takes for them to produce it. This is enough to wonder what exactly S&W is doing with their business model.
They probably spent double, triple, quadruple the amount it takes for them to produce it. This is enough to wonder what exactly S&W is doing with their business model.
Cheapskait
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iPac - Yeah, in this case, they they lost money by following their standard repair practices, but on average, most returns are probably obvious, easily diagnosed and repaired defects. Their repair policies most likely make economic sense when dealing with thousands of repairs.
2016 profits of $294m. Up 50%. I'm not going to question their business model. [emoji16]
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M&Petey
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Things are getting exciting.... Appears that my new Shield will arrive at the FFL today. Bummer is, It's going to be in jail for ten days.
