Mod 60 Problems - Sent Back 6 Times

[Roberto164]

I am a big fan of Smith & Wesson. Over 50 years I have owned 6 S&W revolvers, 2 M&P 15 rifles and a TC black powder rifle. I have had no problems with any of their products until this 3 inch Mod 60 revolver that has been back six times for repair but it has not been fixed. It seems the cylinder and the yoke are not aligned properly and the firearm locks up. The last time I received it back from S&W it lasted only 30 rounds before becoming inoperable. I sent it back in a few days ago and am requesting a new revolver or a credit. Am I being unreasonable? I will never be able to rely on this Mod 60. This revolver has been far less reliable than any KelTec I have owned, and that’s saying something.

 

[JAREDSHS]

sounds reasonable.

 

[Green Frog]

That's at least 3 more tries than I would have given them. Which dash number is it? Is it a particular variant that would be hard to replace or does it have other special features that make it desirable? If not, Model 60s of most stripes were made by the tens of thousands, so finding another one just like it (but working right) should be no problem.

Froggie

 

[smithman 10]

Mod 60 problems

Yes, we need to know when it was made. Is it the latest model or an older gun?

The dash number and of course a photo would be interesting.

My old 60-7 has never given me a problem, but then it is an old revolver. Would probably be the last Smith I would part with.

 

[Dave686]

Over the last 50 years I’ve bought many S&W; probably over 100. I have had to send back three for repair. Two they immediately fixed the problem. The last one, my first “Performance Center” Semi-Auto they wouldn’t. Even after I wrote letters to the President and Firearms Director. I got a phone call to send it back again and the problem would be fixed. Again, they said it was in spec and would do nothing. I think I had a Customer Service clown that wanted to prove to me who was running the show. He did, and that’s unfortunate. I had to buy the parts and do repairs myself.

But that seems to be the norm in Customer Service with too many companies anymore. I just never thought I would see it at S&W. I hope you have better luck than I had.

Six times is ridiculous. No CS or QA department should ever allow that to happen.

 

[Hapworth]

As described, your situation -- while not unheard of -- is incredibly uncommon. Five tries to fix an issue and now attempting a sixth is downright odd, frankly, because if S&W has confirmed there's an issue but can't run it down and get it right pretty quickly, they lose more time and money paying shipping and setting workers one problem gun this many times versus scrapping it and offering you a replacement or credit.

Did you buy your Model 60 new?

I don't think you're unreasonable wanting to wash your hands of this problem and expecting S&W to make you whole -- from your telling, you've offered more than every chance.

 

[gnystrom]

Get your money back and buy a Kimber K6s.

 

[Fredo Batali]

Plus one on the Kimber! Love mine.

De Oppresso Liber

 

[GerSan69]

I'm in agreement also, but I don't know if they'll buy it back or offer you a new gun at a reduced price. I've seen the latter more than once here but not the former. Good luck.

 

[Roberto164]

I do not know what dash number the revolver is. I bought it new in 2012. I do anticipate that S&W will treat me fairly.

 

[Roberto164]

Unfortunately, so far S&W will not respond to voicemails or phone calls. I am through wasting time dealing with them. They will either replace the revolver or try to fix it again. If they try to repair it again, I am fairly confident it will be sent back a seventh time. Not a huge deal one way or the other. They can make the decision to deal fairly with a customer or not. If not, there are other firearms companies to buy from. I bought my first S&W revolver in 1963, and as of now, not sure when and if I will purchase another.

 

[Rock185]

Roberto, I bought my first new S&W revolver in '65, and once in a great while needed to send one back for repair. They always took care of the issue to my satisfaction. With firearms manufacturers in general, I think it is sometimes the particular customer service person you happen to be dealing with. Six times back certainly seems excessive.

FWIW, Within the last several months, I sent a new Ruger back for issues. The second time back, I was polite, but requested that my concerns be referred to the repair department MANAGER. And if the revolver could not be properly repaired, it be replaced, or I be given credit toward another Ruger firearm. I soon received a telephone call from a very nice lady at Ruger to let me know Ruger would like to replace my revolver with another of my choice in the same caliber. I made my choice, and the new gun was at my FFL within about a week and a half. I continue to believe much depends on who you are dealing with, and/or who you can get through to, like a manager. I certainly understand the frustrations. Some of my more trying "Customer Service" experiences have been with SIG and Colt....

 

[Roberto164]

I have talked to several people and left two voicemails to a supervisor. The rep I spoke to yesterday morning said she would be back to me in the PM but she didn't. Not stellar customer service but I am not overly upset as I have had to deal with the likes of AT&T and Sears in the past. Thank you for your input.

 

[pistolpete10]

My experience with S&W is that sometimes they fix it, sometimes they don't. Had the same experience in the 80s and last time I returned 2 recently made guns. I think if you pull the trigger and it fires it's within spec. Shame.

 

[Peak53]

Please help us help you

You haven't really said just what exactly is the problem or problems with your Model 60 that SW won't or can't fix. So far, all I have heard is "my car won't start and you better fix it." Did you put gas in it? Does it fail to ignite ammunition? Is the barrel rotated? Does it have a scratch on it? Is it out of time? Is it not accurate? Is the trigger broken? What ammunition are you using? Handloads? Has anybody but the factory been inside? Have you cleaned under the ejector star? A little more information might help with a meaningful conversation.

 

[Roberto164]

Basically, the cylinder will not pivot back in the frame. If it does, it is locked up. I appreciate the knowledge that members of this forum have, but I do not expect anyone here to be able to fix a problem that S&W is unable to solve with the revolver in hand. I created this post to try to ascertain if my situation is somewhat business as usual or is it an anomaly.

 

[armorer951]

Having to seek assistance from the manufacturer six times is definitely not "normal". Since the factory has more than adequately shown that they are incapable of fixing the issue, perhaps a visit to a knowledgeable, trained gunsmith would be the next step?

A couple of ideas.......does "pivot back" mean it's hard to open and/or close the cylinder? If so, as a test, try removing the yoke screw (front sideplate screw) to see if that frees up the cylinder/yoke assembly. Perhaps the yoke screw or yoke button is damaged. In addition, shooting debris under the extractor can cause all sorts of problems with a gun that has very tight specs, particularly in the cylinder assembly.

Also, I'm wondering if there is too little end shake or "gauge" in the cylinder assembly, and if so, this could cause the gun to bind when it gets hot (components expand) during firing.

 

[Roberto164]

The revolver is in the hopefully capable hands of S&W. I will send it back to them another 10 times before I seek my own gunsmith. Since I received the revolver back the fifth time, it has had 30 cartridges fired in it. Only 30 for it to again replicate the nagging problem. I have never, over a period of 55 years or so had a S&W revolver have ANY issue. That is why I am miffed at the issues I am having with this Mod 60. I do appreciate the willingness of members of this forum and their knowledge.

 

[steelslaver]

Once upon a time long ago in my 20s I spend about 6 or 7 years as a copy machine technician. In those days they were far more mechanical than currently. I was considered very good at it. I HATED intermittent problems or those that took time to develop. Hard to figure out sometimes when the problem is not a normal problem.

Not excusing anyone and understand your frustration

I was really good at fixing problems, but not so good at fixing customers. Finally it was off to the oil fields for more money and wide open cussing.

 

[Roberto164]

Well, S&W called me today and said that the weapon fired and meets specs and was dirty under the extractor. There is nothing they can do. They advised that I send to a gunsmith or some sort of professional gun cleaner. Keep in mind that I fired only 30 rounds through it after receiving it back from them in September. When I receive the revolver back I will take it apart and thoroughly clean every nook and cranny. I anticipate that the problem will reoccur, but who knows.

I am somewhat set back that this revolver is such a sensitive little thing. I do not have a positive feeling for S&W at this point. I sense they are blowing smoke. I guess I will trust my life to Glock, Springfield Armory, my S&W Mod 642 and my 48 year old S&W mod 36, but this mod 60 will be used only at the range.