Invisible Hand
Member
Sorry for the long winded response. I won't be offended if you skip straight to the photos.
Around the first of last month I picked up a new 686 Plus 4" that I had ordered online. It had several blemishes and a lousy trigger, so I shipped it off to S&W that same day. A few weeks later I got it back, it had been refinished, and the trigger reworked to an almost acceptable level. I was content until I looked closely at the barrel and saw a crown that my Mosin Nagant puts to shame. I sent an email to S&W about my disappointment with their recent quality (I've had issues with other revolvers), included the head of manufacturing, then shipped it back to them.
A few weeks went by before I finally heard back. I was informed that Mark Smith, the Sr. VP of Manufacturing I previously emailed, had personally inspected the gun. I was impressed. However, I then was told that the gun was within spec, how they now make barrels, and they will not re-crown, or replace anything. All of my attempts for a resolution from that point on were shot down. I even called and spoke to another rep that evening who seemed willing to help, but when I called her the next day she said she had been instructed not to discuss the gun with me, all communication would be through my assigned rep, it is how they now make barrels, and that they are sending the gun back.
I place no blame on the exceptional customer service staff at S&W. I do not expect them to put their jobs at risk by trying to undermine a member of their leadership to help me. I do, however, find this outcome completely unacceptable, and after doing some digging online have discovered that this is indeed the new norm. I don't care about my gun as much as I care about the state of the company. I cannot fathom how someone can have so much disregard and so little care for the quality of their work. I do not for a second believe that they've developed a way to make barrels where crowns don't matter. I have not shot the gun yet, as it's been in S&W's possession since I bought it. Whether or not I go out and shoot the gun and can tell a difference is beside the point. My shooting is not up to par with determining the accuracy of a gun.
I'm aware of the Brownells re-crowning tool, but I wanted to share my experience.
Around the first of last month I picked up a new 686 Plus 4" that I had ordered online. It had several blemishes and a lousy trigger, so I shipped it off to S&W that same day. A few weeks later I got it back, it had been refinished, and the trigger reworked to an almost acceptable level. I was content until I looked closely at the barrel and saw a crown that my Mosin Nagant puts to shame. I sent an email to S&W about my disappointment with their recent quality (I've had issues with other revolvers), included the head of manufacturing, then shipped it back to them.
A few weeks went by before I finally heard back. I was informed that Mark Smith, the Sr. VP of Manufacturing I previously emailed, had personally inspected the gun. I was impressed. However, I then was told that the gun was within spec, how they now make barrels, and they will not re-crown, or replace anything. All of my attempts for a resolution from that point on were shot down. I even called and spoke to another rep that evening who seemed willing to help, but when I called her the next day she said she had been instructed not to discuss the gun with me, all communication would be through my assigned rep, it is how they now make barrels, and that they are sending the gun back.
I place no blame on the exceptional customer service staff at S&W. I do not expect them to put their jobs at risk by trying to undermine a member of their leadership to help me. I do, however, find this outcome completely unacceptable, and after doing some digging online have discovered that this is indeed the new norm. I don't care about my gun as much as I care about the state of the company. I cannot fathom how someone can have so much disregard and so little care for the quality of their work. I do not for a second believe that they've developed a way to make barrels where crowns don't matter. I have not shot the gun yet, as it's been in S&W's possession since I bought it. Whether or not I go out and shoot the gun and can tell a difference is beside the point. My shooting is not up to par with determining the accuracy of a gun.
I'm aware of the Brownells re-crowning tool, but I wanted to share my experience.
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