New 686, input needed.

[ManInBlack83]

I purchased a NIB 2.5" stainless 686 Plus last Wednesday on GunsAmerica. I went to my local FFL to pick it up today, upon inspection I noticed a gouge in the rifling. Unfortunately I don't have pics, the revolver never left my FFL's.

The gouge is about 1/4" in from the muzzle, runs perpendicular to the lands and grooves and covers the five o'clock - nine o'clock area of the rifling and is pretty deep. As far as I can tell, it's a machining defect from the factory but I'm not an expert.

I checked the return policy from the seller, all used guns have a three day inspection period but NIB guns need to be sent to the manufacturer if there's a problem. The policy states they "may" accept returns but it will result in a 10% restocking fee. I sent an email to the seller today but more than likely will just end up calling S&W CS on Monday.

I have other S&W's but haven't had to deal with the CS. I'm assuming like others, they issue a call tag and it goes back to factory for inspection and they make the decision based on what they find. Overall, for those who have first hand experience with their CS department, does S&W stand behind their product or can I expect this to be a hassle? I'm not looking for them to replace the entire gun, just hoping they will replace the barrel.

I'm not ranting or furious about this, this sort of thing happens from time to time.

 

[vytoland]

call S&W customer service and explain the situation with your NIB 686.
they will send you a shipping label and instructions...........let us know how things turn out with your .357 magnum.......

good luck..

 

[mag318]

I had a similar cituation on a new S&W and CS replaced the barrel. I'm sure they will do likewise with your 686.

 

[TrailRated]

Had to deal with S&W CS once, but they were great. As the original owner you have a life time warranty. Contact CS and they will do you right, including a shipping label and shipping instructions.

 

[ManInBlack83]

Typed letter describing the issue, made copies of bill of sale and transfer receipt that will be sent with the 686. Requested call tag online this morning and picked up 686 from my FFL this afternoon.

Here's a quick pic I snapped of the defect:

 

[Hillbilly77]

I've heard mixed reviews about S&W's customer service, but the dealings I've had with them have all been great.

As you are the original owner, I'm sure they'll make it right.

 

[ManInBlack83]

686 arrived at the factory last Friday morning, waiting on a phone call from S&W to see what they have to say.

I did notice something interesting when I took the paperwork out of the box. The date on the envelope containing a shell casing from the factory test firing is 3-31-2010. That's a long time between leaving the factory and being purchased.

 

[ManInBlack83]

686 was received on 9/14 and left the factory 9/21 and showed up at my door today, excellent CS from S&W. Letter in the box states:

The following characteristic(s) have been examined and adjusted to our standards:


CUSTOMER COMPLAINT: TOOL MARKS IN BARREL BORE

REPAIRED: REPLACE BBL.

New barrel, no questions asked. Barrel is new and was cranked on properly, nice and straight, no cant.
__________________

 

[Maximumbob54]

So all's well that ends well?

 

[snubbyfan]

Hows it shoot? Everything groovy?

 

[ManInBlack83]

Haven't had a chance to shoot it, local range was closed today.

I gave it its first cleaning, made sure all traces of copper were gone from the test firing. I have four boxes of Remington R38S12 I plan on running through it. I'll be sure to post a range report, hopefully all goes well.

 

[Invictus357]

I'm very glad they fixed it for you.

Let us know how it shoots.