My first encounter with S&W customer service

[Lost Lake]

I called the S&W / Walther customer service and a nice lady answered.

I explained the roll pin in the slide that holds the firing pin assembly was working its way out to the left.

She said you will probably need a new roll pin, or the slide is so worn you need to send it in.

I explained the gun has only 200 rounds through it, and she said then she recommends a new roll pin.

I asked if she had them and she said she didn't think so. Maybe the S&W armorers have them, but she doesn't.

So that's it. I whacked the pin back to the right and I'll have to watch it. I also see the roll pin above the trigger assembly is backing out. If anyone has a fix please let me know.

 

[KeeFus]

The roll pins are cheap. You can visit Speed Shooter Specialties and see that when they're in stock they run about $2.00.

 

[Lost Lake]

Thanks for the tip! I will check that out. Any idea why a factory roll pin would be defective and a new one would work? They are a pretty simple part....

 

[Enzo]

I've been less than impressed with the "legendary" Smith & Wesson customer service.
Bottom line, they should have sent you some roll pins.

 

[Lee in Quartzsite]

I asked if she had them and she said she didn't think so. Maybe the S&W armorers have them, but she doesn't.

Personally if she said she "Didn't think so" I would have asked to speak to her Supervisor or asked to speak with someone in the Custom Shop. If S&W happened to be out of Roll Pins they would have had to close the plant and cease production....think she just gave you the run around.

I had a roll pin that seemed to always work itself loose. I removed it, cleaned the pin and the hole with alcohol, let it dry, and then used some Blue Loctite on the pin. It hasn't moved in two years of shooting.

Midway USA and Brownells have roll pins if S&W doesn't come through for you.

Also sent you a PM........

 

[Lost Lake]

Thanks for the advice Lee and KeeFus, and thanks for the support Enzo.

If my pins continue to slide out I will remove them and clean them and locktite them. It just seems easier than trying to find the right ones or begging S&W for some.

If that doesn't work I'll order some from SSS or S&W.

 

[july1952]

I have had great success dealing with Kate Fredette in Customer Service at S&W. Try sending her an email at:
[email protected]
Cut and paste the description of your problem above in an email and see what she says. She has helped me and others on this forum many times before.
Good luck.

 

[EXERCISINGTHE2ND]

I wouldn't read too much into the rep saying they don't have the part - that would be like taking your car into the dealership and the service rep not knowing if they have a part for your car based on what you've described. A mechanic/gunsmith would have to inspect to ensure the root cause vs the symptom and then fix it. If you are not going to be in a high noon show down, send it in. My trigger fix took 10 days door to door.

 

[Lost Lake]

If you are not going to be in a high noon show down, send it in. My trigger fix took 10 days door to door.

LOL!

I read others that have had the same issue, so I was hoping S&W would know it is an issue and have a fix all lined up.

I'd rather not send it in, but we'll see what happens with the next couple hundred rounds....

 

[m&p9mmAG3NT]

to me they are a complete ****in mess both times ive ordered something they claim is in stock ive waited weeks for and they just cant seem to answer why: even know i have my order number and everything like recently i ordered a rh black


if my gun breaks i need to just by a new one based on my experience and what ive read

 

[KeeFus]

My personal experience with S&W customer service has been a little better than average. After finding an issue with our M&P 45 (duty) weapons magazine springs it took 3 months to get replacements.

I waited for a few months for a replacement sight for my personal 9mm M&P. They did keep me in the loop so all in all it wasnt that bad.

Ordered a new night sight for one that had failed for our duty weapons. Had it within a week.

Sent back one of our duty weapons that had an extractor that was too tight which would lead to Failures to Feed. They sent me a FedEx label. 1.5 weeks later I had it back and it was fixed.

The NCSHP M&P .357sigs have been having issues. Just last week I spoke with our LEO contact @ S&W and inquired about what was going on with it. He stated that they had redesigned the barrel for that caliber pistol and that instead of just replacing the barrels S&W was REPLACING EVERY WEAPON for free...that's outstanding in itself.

So, I'd say that overall I'm satisfied with customer service. You have to keep in mind that S&W is fielding a weapon that is in high demand right now. Like any company that has that problem (if you want to call it that) you will have issues that are very dependant on the rep you speak with and the type of assistance that you need.

 

[Lost Lake]

I wrote to Kate and she wrote back saying if I had a problem I should send the gun in.

I'll see if I can remedy the problem myself before I go to that extreme....

 

[jackjr]

Roll pins are easy to find at your local Ace Hardware and easy to replace. It is nice to have a roll pin punch for the size you are working with and I bet they either have one or can get you one. That is a good way to start building a new set of speciality tools.

 

[silentflyer]

Recently lost the nut that the screw at back of the rear sight adjustment threads into for elevation on my 686. A phone call to S&W and a nice lady answers who sent me 2 in the US Mail that day. 3 days later I was good to go again, NO complaints here.

 

[kris7047th]

Speak directly with a S&W TECH, not CS to get parts. That has worked for me every time.

 

[Lost Lake]

Speak directly with a S&W TECH, not CS to get parts. That has worked for me every time.

Thanks for that advice!!!!

 

[kennyb]

i have had a number of parts sent to me free from S&W...why not simply get a tech on the phone and ask?

 

[MichiganScott]

Roll pins are easy to find at your local Ace Hardware and easy to replace. It is nice to have a roll pin punch for the size you are working with and I bet they either have one or can get you one. That is a good way to start building a new set of speciality tools.

Agreed. Ten minutes round trip, five in the store, and two to replace the pin. No need to mess around with sending it in.

Locktite on a roll pin is not something a gunsmith would do, nor would a manufacturer. The whole purpose of a roll pin is so they don't drift out on their own. My guess is the pin the OP is having problems with was either damaged in manufacture or damaged during assembly.

 

[kris7047th]

i have had a number of parts sent to me free from S&W...why not simply get a tech on the phone and ask?

What I said, but it doesn't hurt to have this repeated. People need to understand that most CS reps know probably little about repair and what parts are available.

I lost a sight screw and the rep that I spoke with went and checked in repairs .. grabbed a screw from the repair shop and sent it to me. It was not listed as a for sale/listed replacement part. I have found S&W to be very approachable and to go over and beyond to help out when I have needed .. much better than my experiences with Remington in the past.

 

[Lost Lake]

How do you get a tech on the phone?