New 642 is defective

[Stevewins]

So, this is a first for me. I took my brand new 642 to the range today for the first time, and discovered that one of the chambers is out of spec and too small. Most of my (factory) ammo wouldn't even fit in it, and that which did slide right in wouldn't come out after firing. I guess a call to the online dealer is in order in the morning, but I have a feeling they will point me to the factory for repairs. I hate to have a brand new revolver have to get worked on right off the bat. Am I out of line insisting the dealer give me a new gun?

 

[Edmo]

Good luck...

I expect, unless your online dealer has a policy covering returns, you will be dealing directly with S&W.

Fortunately S&W will fix or replace your gun.

Unfortunately, due to quality control issues I think S&W has their customer service exercised more than it should be.

Edmo

 

[Stevewins]

That might actually be a cost and marketing strategy. There are some Fortune 500 companies in the financial services industry that use that strategy. Get it right 85-90% of the time and for that other 10-15% when customers need to use customer service, give them such an overwhelmingly great experience that they end up even more loyal than the 85-90%.

 

[MichiganScott]

Out of line? No, but it's not going to happen because of the paperwork and it's not the dealer's fault.

Call S&W. Turn around time is not that bad on warranty work.

 

[bobandmikako]

Unless I purchased it online through Davidson's (galleryofguns.com), I'd work with Smith & Wesson directly. If it came with the Davidon's warranty, I'd probably ask Davidson's for a new gun first.

 

[AlHunt]

Were it me, either the dealer would send me a new, non-defective, gun or it'd be the last time I do business with them.

 

[Stevewins]

My thoughts exactly. This is the second gun I've bought from them in the last month, and in both cases the gun had an issue.
Luckily I caught the first one before transferring ownership. It was cosmetic so it was easy to spot. They're a big dealer and they run a lot of really good sales, so I don't expect them to test every gun they sell. I do expect them to stand behind them.

 

[KSDeputy]

I would take lots of good photos of the gun before you send it back. I sent a brand new PPK/S back for a recall and they butchered it up so badly that they gave me a new pistol. That after an included note that it was a new pistol, in perfect condition, and I wanted it back that way !!

 

[S&W Rover]

Following what others say, I would try the gun store -- but be prepared for them to say "no, we don't take back used guns." That's annoying, but fair enough. Then call S&W and they will email you a FEDEX label to send it back to them. It sounds like a simple cylinder replacement, and won't take long. (The bad news is this: the CNC machine that made your one charge hole too small also made one in the cylinder before it a little too small, and the one in the cylinder after it a little too small... in other words, until they detected the fault in the boring device, they made a bunch that aren't quite right, and will have to deal with almost all of them, sooner or later...).

 

[Stevewins]

Well, the dealer referred me to S&W. They made the call to them this morning, explained the situation, and a sales rep from S&W called me. So, the gun is on its way to Springfield along with a fired Federal case that won't fit in one of the chambers and a persistent letter from me insisting on a new gun.

 

[Boogsawaste]

Not sure why a new gun would be needed. A new cylinder would take care of this issue. And from what I understand, a new gun can take substantially longer to receive than yours just being repaired. At least it seemed that way a year ago.

 

[S&W Rover]

Not sure why a new gun would be needed. A new cylinder would take care of this issue. And from what I understand, a new gun can take substantially longer to receive than yours just being repaired. At least it seemed that way a year ago.

Agree. All that seems to be needed is a new cylinder. That's good, since a new gun involves transfer through an FFL, whereas sending your original (same SN) gun back with a new cylinder will only involve shipping it (with "adult signature" required) to your address.

S&W will make this right, and you will back at the range in no time. Good luck!

 

[Stevewins]

The reason I want a new gun is that I will always have a nagging suspicion in the back of my mind that the QC team will have missed something else critical too. Maybe it was a rookie, or they were all hung over from the night before, who knows. I know, the odds are really small, and it's really just a psychology thing for me, but I will never trust it with my life, it'll end up sold or as a range gun. This was going to be my new glove compartment gun that could be pocketed if necessary. I bought compact boot grip CT laser grips for it too, it should make a decent, fast into action car gun that can take any ammo. If they don't replace it, I'll probably buy a new gun anyway. It's not that much money for these 38 J frames and I'll have peace of mind.

 

[Stevewins]

They can put the same serial number on a new gun off the line if they retire the old frame.

 

[clayflingythingy]

Well, the dealer referred me to S&W. They made the call to them this morning, explained the situation, and a sales rep from S&W called me. So, the gun is on its way to Springfield along with a fired Federal case that won't fit in one of the chambers and a persistent letter from me insisting on a new gun.

You have no reasonable expectation of receiving another gun. Car dealers and manufacturers do not give out new cars when something goes wrong. It is repaired under warranty. Same with your revolver. It is unreasonable to expect another gun. It is reasonable to expect it to be repaired under warranty.

 

[Waywatcher]

Stevewins--it will likely be returned to you with a new cylinder test fired on all charge holes.

When you get it back, put 500 rounds through it. Your mind will be at ease when they fire flawlessly and you will be better acquainted with your revolver.

 

[Stevewins]

Actually, in Florida they do. There's a lemon law on cars. This situation is a little different than that though.

However, many companies will replace a defective item as opposed to repairing it, to maintain customer satisfaction. My iPad 3 was replaced instantly when it had a defect the first week, even though they didn't have to. And Apple even gave me the next model up memory wise. Lenovo does that too.

 

[M29since14]

...That after an included note that it was a new pistol, in perfect condition, and I wanted it back that way !!

They had a little fun with you didn't they?

Send the 642 back to S&W and they will fix it for you. Test it when it returns. If it works properly and you are still hung up over this, then sell it and go on to something else. You can't expect S&W to be your psychiatrist.

 

[flagman1776]

Gun makers used to keep blank frames & restamp your SN on them if it was defective. I don't think they can do that anymore & there's an AR maker in big trouble over un-marked frames. It's the world we live in.

 

[Stevewins]

That's the plan. I decided on, ordered, and paid for a new gun, not a refurbished gun for a new gun price. So, regardless of whether it's their wallet or mine, my glove compartment will have a new gun in there.