Minor Shield problem (guide rod/assembly) - Major S&W CS Win!

[ScrapmasterFlex]

I would just like to relate story to my esteemed colleagues here ... I just had an issue and therefore contact w/ Smith and Wesson and I am very happy to say the least!


So I am about 6 or so +- weeks into owning my Shield. The last time I fired it, I had trouble reassembling it. I think it was the guide rod assembly, as I noticed there was a bend on the end of the rod where it contacts the barrel lug area. Well today I took it down to clean it nicely (having had the sights swapped with TruGlo TFOs at the gunsmiths yesterday and I like to keep a clean gun) and I could not get it to lock back. I mean, it would not. I tried a lot of things and it was obvious something was wrong.

Last time, I was getting the guide rod sticking out of the front of the gun, and I couldn't get it remedied, when suddenly it sort of "snapped to" and all was well. Well today, it was NOT stickin out, it looked fine, but it wouldn't go on all the way to lock back...the lever could not engage the slide to hold it back. So I called Smith and Wesson, a little bit upset my new Shield could be out of commission after I just spent like $250 on upgrades/extras ...

30 seconds of explaining the problem to a gentleman named Paul , and he said, "no problem , I will send you a new one in the mail. Hold on while I get some paper to jot down your address." It happened so quickly I wasn't sure he was serious- but when he came back on, he told me he would mail it today at the end of the day, and gave me some tips on avoiding this problem in the future.

I know some people will say, it's just a guide-rod, who cares, no big deal. And perhaps it is not a big deal, but it's certainly a good deal! And it goes to show you, not all customer service ppl are bad and S&W can make people happy too lol.

 

[Saudade]

CS seems to be a "**** shoot". Some get lousy service, some great.

I needed pinky extensions for some mags for my 9C. No problem. Took a while due to inventory limitations, but received three free of charge (not even postage).

My experience was one of the good ones. Glad yours was too!

 

[Bud33]

Interesting!!!
I had similar problems and about a month ago, I e-mailed Customer service with the suspicion that the guide rod/recoil assembly was bent . I was told that they would ship a new one but it would take about two weeks. Don't know what the delay might have been. Anyway . . . as of today, I haven't seen that guide rod.
My gun shoots flawlessly and everything works good once I get it reassembled after cleaning, which involves removing the guide rod/recoil assembly. I can, by applying force to the barrel end of the slide, get it to lock back and complete the reassembly, but I think that is getting more difficult as time goes by.
Sure hope I get the new parts before the end of the year!

 

[ScrapmasterFlex]

Bud that sucks, sounds like you have the exact same issue as me!

The gentleman did say, "So hopefully next week sometime you'll get it" but that was directly after he said, "I'll drop it in the mail today after I'm done work..." so who knows.

I will say, I typed out this part earlier but deleted it, I called one time with a concern on my new 15-22 in early '10, and mentioned that they had a promotion going on where the "regular" states buyers were getting 3 free mags w/ their purchase and I couldn't cause I'm in Jersey- the guy told me it was virtually impossible to find any 10rd mags as they are barely making enough to put one in each rifle/box (at the time i mean, not now). But since I was so polite about it and he understands how bad it sucks, the gentleman would send me one. AND He included a picatinny sling swivel, and it arrived in 3 days. Like I called on a Monday and it was in the Thursday mail. Amazing.

At the present I am still going to carry the Shield, because I am believing that the guide rod will function fine whilst firing, but taking it down again is going to have to wait because i believe the bent part gets worse with each repeated attempt to re-assemble... And if I were you , I'd be calling back !

(maybe tomorrow lol so they don't get suspicious of people asking for these puppies lol.)
\

 

[ginzo]

Any CS interaction with S&W for me has been A1. Just lucky I guess. Only had one send back, got a free mag in return shipping. And several calls about parts replacement or modification have been sent gratis. Although I have offered to pay every time.

One instance is I removed the TS from both my .40's, went to order the frame plugs from S&W, was gonna be about $12 plus shipping. NO CHARGE. I was so impressed that after I removed them, I karma'd them to 2 members who wanted to install TS and couldn't find the parts. I even shipped them free.

A lot of free extra parts are swapped here between members. This place is 2nd best to S&W.

 

[NoogMan]

The wife and I both purchased Shields at the same time. Unfortunately, the end of her guide rod was bent like others have experienced (was brand new in box). I emailed photos of the spring assembly, the gun frame with serial number, and to my delight I got an email and order number for a new spring assembly within 36 hours.

They said I would have it within 2 weeks, but it ended up being about 5 weeks. They also included paperwork to send the bent one back for an extra replacement, which will be here soon.

Was great of them to take care of us...and we didn't have to send the gun in for something so small.

A+!

 

[ScrapmasterFlex]

Hey just to confirm brother, when you emailed them, they sent you another guide rod in the mail, (for free) plus offered to send you another for free if you return the damaged one? Cause I'd be all about that, I'm sure mine is bent/messed up enough to show them it's a genuine concern. In fact I actually called them immediately to address this AND THEN did searches online, which is backwards. Normally id search first then decide to call. But its my brand new CCW gun so it was important to me. My point here being, I actually saw an alarming amount of forum posts going back to 2012 of people having the exact same problems, even posting pictures of the exact same problems I have. Which leads me to believe this can and will happen again , and a spare guide rod would not only be nice to have but fairly smart just the same.

Anyway good for you though, I do hope he doesnt take 5 weeks but I have confidence, he seemed like a very considerate gent.

 

[johnnyk71]

what tips did he give for avoiding the problem?

 

[CAJUNLAWYER]

what tips did he give for avoiding the problem?

Don't spend $250 on upgrades

 

[OilTrader]

Just curious, but did you that have experienced lock back problems try inserting a empty magazine? If you did, did it lock back properly?

 

[NoogMan]

Hey just to confirm brother, when you emailed them, they sent you another guide rod in the mail, (for free) plus offered to send you another for free if you return the damaged one? Cause I'd be all about that, I'm sure mine is bent/messed up enough to show them it's a genuine concern. In fact I actually called them immediately to address this AND THEN did searches online, which is backwards. Normally id search first then decide to call. But its my brand new CCW gun so it was important to me. My point here being, I actually saw an alarming amount of forum posts going back to 2012 of people having the exact same problems, even posting pictures of the exact same problems I have. Which leads me to believe this can and will happen again , and a spare guide rod would not only be nice to have but fairly smart just the same.

Anyway good for you though, I do hope he doesnt take 5 weeks but I have confidence, he seemed like a very considerate gent.

Yes, that's how it went down. The gun in question was test fired less than 2 weeks before we purchased them...was from a fresh batch hot off the assembly line. I took very detailed photos of the spring and frames of BOTH guns (but mine wasn't bent) to show I had purchased not one, but TWO Shields.

 

[ScrapmasterFlex]

The gentleman said that there is a problem with the guide rods not being seated properly , and then it will either cause you to have problems with reassembly or damaging the guide rod. Both of which happened to me, I basically couldn't get it assembled, and probably damaged it a little putting it back together, and then the next time, I could not get it assembled at all, was extremely difficult, and realized it was really bent up on the rear circular part.


and regarding the empty magazine, that what was really made me think I had a problem- because it would not lock back with an empty mag. Previously when I had some difficulties, I was having trouble getting it locked back with the slide stop lever, but it would lock back with the empty mag. This time it wouldn't. Eventually I got it back, I assume because the bent end of the guide rod won't seat properly unless its turned a certain way because of the bends.