New 686 SSR problems

[Scumbag242]

Hello everyone,

I just recently purchased and picked up my brand new 686 SSR. During my first cleaning and thorough inspection I noticed a few major finish problems. First underneath the forcing cone there is a huge gouge in the frame. Second there is a small chip out of the side of the forcing cone. Third there are a few small chips underneath the yoke(?) thats part of the frame.

I've contacted Smith and Wesson and they've asked that I send it back to them for repair.

Then I take this gun to the range to see how it shoots and I get 83% fail to fire rate with Hornady's critical defense 38 special + P loads. I then get a few fail to fire with the Hornady's critical defense 357 magnum loads. After this I shoot a box of Fiocchi 357 magnum and get 6% fail to fire rate. I then shoot the Winchester white box of 357 magnum HJHP and they all fire 100%.

After I get the gun home, I can hear and feel the trigger and the hammer have a metal grinding sound. Maybe I should have disassembled this gun prior to shooting? I've had no problem with my new 617 the way I use it?


I do not have any confidence in this gun right now and am curious how others on this forum would handle this gun. I am not confident in this firearm as my self defense gun with any ammo. Even with the Winchester, I don't feel confident.

I really don't want this gun to go under the knife, modified and then given back to me like nothing has happened.

What would you do in this situation???

Thanks,

Ryan

 

[ogilvyspecial]

I would, without hesitation, send it back to S&W.

 

[Scumbag242]

Thank you for your response, would you accept S&W fixing this gun and would you feel confident with it? Or would you expect something different?

 

[dma1]

I have sent 2 in for repair/modification and was well pleased with their service.

 

[BCDWYO]

I haven't had a situation like that, but I think a reasonable approach would be to give them a chance to make it right... first make sure you let them know ALL the problems (the finish issues and especially the failure to fire issues). If they say they fixed it and send it back to you, then do the same series of test fires with various ammo to ensure that it is indeed fixed. If so, then problem solved and you should have confidence it it. If it still is failing then at that point I would ask them for a replacement gun. The third possibility (less likely) is that they will tell you it can't be fixed and just send you a replacement or refund...not sure if that ever happens! It is a pain in the *** to have to deal with stuff like this with a new gun for sure, so I feel your frustration.... Good luck!

 

[Scumbag242]

Thank you for your time!

I will give Smith & Wesson a chance to make this right, as many of you have already. I will keep you updated on what happens.

Also, if any of you would like to continue to share your stories or advice please do so. I appreciate it.

 

[ogilvyspecial]

Thank you for your response, would you accept S&W fixing this gun and would you feel confident with it? Or would you expect something different?

As with any new gun, I never feel confident with it until I put at least 200-300 rd's thru it, whether it's been repaired or it's straight out of the box.

Who knows, maybe by having someone work on the gun on a one on one basis you might have better luck than one that went "down the line" passing through the hands of many.

 

[Scumbag242]

Thank you for your perspective!

 

[Stainz]

I wonder if something as simple as an untightened from the factory strain screw is at fault for those failure to fire rounds? The strain screw is on the lower front of the gripframe, ie, under the grip, and should be tight - fully CW. I hope this helps.

Stainz

 

[SixGunHunter]

Have you taken the firearm back to the store you bought it at?
I bought a used 686 and it has a 30 day warranty from the Store. They make it right, or I get money back.

I hear great things about S&W customer service. Your case should be an interesting one. However, I feel for you. You go out and buy a S&W product with your own hard earned money just to have it full of problems.
That sucks!
Let us know how you make out.

 

[Scumbag242]

No I haven't taken the gun to the store I bought it from. I'll have to read the receipt that I signed to see if there is something about "No Returns" or restocking fee or something. Frankly, I'd rather not deal with this store as they purchased two brand new 686 SSR's when I ordered mine and it seems I got the worse condition one. I would think the business would want to make me happy (giving me the best condition one) as I've bought two brand new guns from them and I've mentioned to them I was in the market for something after this...

I am still waiting on the prepaid shipping label from S&W, so any day now.

 

[jmoln]

I had a 642 that on its first trip to the range failed to fire most rounds. Turns out it had a short firing pin. S&W fixed it, no questions asked, and it hasn't failed since.

 

[Scumbag242]

Pictures just because

As you can see in the pic above, the chips/damage to the frame.

As you can see in the pic above, the gouge/damage below the forcing cone. Also, see the forcing cone on the left side there is a chip.

 

[Scumbag242]

So the 686 ssr made its way to the S&W warranty dept on Thursday. (fedex tracking confirmed) I called yesterday and they said the gun just arrived and they couldn't give me any information on it, or what's going to be done. They said in about 7-10 working days. The CS was very rude from the get-go.

Do you typically hear from S&W prior to them sending out a "fixed" gun?

Based on the pictures, can the frame on this gun be "fixed" or will a new frame be necessary?

Thanks in advance!

 

[UDR2]

The CS was very rude from the get-go.

I've always found them helpful, but they have never been what I'd call "friendly." Sometimes you get a decent rep.; sometimes you get one with a attitude. Dealing with S&W's Customer Service is sort of like speaking with the Department of Motor Vehicles in a large city. But to be fair, dealing with the public day in and day out can sour most people's prospective on the human race.

I've had only one experience sending back a gun to them. It was fixed 100%.

 

[Bullet Bob]

"Frankly, I'd rather not deal with this store as they purchased two brand new 686 SSR's when I ordered mine and it seems I got the worse condition one. I would think the business would want to make me happy (giving me the best condition one) as I've bought two brand new guns from them and I've mentioned to them I was in the market for something after this..."

Personally, I wouldn't hold it against the store; they probably just took the one off the top without looking at it very hard. After all, you didn't notice it until well after you had left the store.

As far as S&W customer service being rude, I wasn't there, so maybe they were, maybe they weren't. It seems many people today want somebody to hold their hand and tell them every little thing that's going on, instead of just letting people do their job. You had Fed Ex tracking, so you know it got there. What else do you need to know until they repair it and send it back? I know it's a big purchase for most people, but it's just one of thousands to them. Heck, let me tell you about the car I bought one time.....

 

[Scumbag242]

Bullet Bob

I do agree with you on everything you've said, except the fact that you say it's too much to ask for the status of my gun. You're right, we have spent a lot of money on these guns, and to be able to speak with a warranty rep is not asking too much. I would like to know if I am getting a replacement? Am I getting my money back? etc.

This is not the first thing that I've had warranty work done on, yet this was the most in the dark I've felt. I do not expect a call from every person that touches my gun, but a friendly, "hey we see what you're talking about, we will be replacing the frame, issuing you a new serial number- yada yada." This would put me at ease and I wouldn't need anything more than that.

If a new serial number is issued then I would assume they would ship to a FFL dealer right? It would do me no good to wait a few weeks and just wonder why the gun hasn't arrived yet. And the way you expect things to be done, I won't call I'll just wait until someone calls me.

Also, in my personal and professional experience, I've always had the best outcome when I am constantly doing my utmost to "bug" vendors. Try working in the construction field with the attitude of, "just let people do their jobs." You would run out of money and time.

Please pm me your car buying experience, im interested!

With Respect,

Ryan

 

[Steve_NEPhila]

S&W customer service will send you a letter ackownledging receipt of your device and their diagnosis/repair. The letter will come regular mail. If they replace the frame (which I doubt, some polishing may be in order) they will send the new firearm with new serial number directly to you, which they are allowed to do. (Manufatcurers have FFL's also)

Many owners and collectors of firearms place some extra special value on these machines, they think the device is special. It is not, it is a piece of property with a market value. S&W cranks out tens of thousands of fine wheel guns each year. The expectation for warranty service is 6-8 weeks and in my recent experiences it is done in about three.

 

[Scumbag242]

Steve,

You've touched on exactly what I'm fearful of. I don't see how you can polish out the damage I have. I don't see how you can polish out chips from the forcing cone, and I don't see how you can polish the chips missing from the frame. Polishing removes a layer of metal, this is something I do not want!

All these forums talk about possible damage to cracking forcing cones, etc. the last thing I want is to weaken my gun.

Dang it! I'm bummed.

Also, as I'm new to Smith & Wesson and everyone's excuses that S&W makes hundreds of thousands of guns does not make up for the fact that they sent out a damaged and faulty gun and their customer service is not up to par with many other company's. We can all talk about how many guns are sent back to the warranty dept and how busy they are, but it still remains they have a very valuable item to me and they need to treat it that way. Anything else is not acceptable.

Let's think about another analogy, imagine you bought a new car and something was majorly damaged and faulty on this car. If you sent your car in for repairs, you'd like to know what's going to be fixed and how. At least I do. I like to know they are going to repair the vehicle the way it was originally designed from the factory. Let's say among other problems the paint was damaged on the fender - I would find it unacceptable to have it sanded down and repainted by bob the painter down the street, I'd want a new painted fender from the factory. This is what fears me about my gun, I don't want this gun to be filed down and polished the way Steve mentions.

I realize that my concerns are probably over board and not many others share my views, so I'm not going to continue on with this. If S&W wants to file and sand down the gun so that it "appears" better the 686 ssr will be the last S&W i buy.

I appreciate everyone's views and comments, thanks for your time!

 

[Stilch]

Scumbag242, I wish you the best in getting a satisfactory result from
S&W. This thread caught my interest because I bought a 686 SSR
Pro Series awhile back, and haven't had the chance to fire it yet. Mine
looks & sounds just fine, but I'm hoping I don't get the same surprises
you did when I get it to the range.