So its not over yet..
Called back Mark at Smith, left him a short and to the point voicemail, basically stating I let our conversation absorb, had some concerns, and asked for a call back.
He seemed a bit irritated. His walls were totally up. So I kept it to the point.
I told him I spoke with experts, forums, my pop who is a police chief, and a few of his boys about this piece with 1000s round through em. I've seen their guns, as well as pics online, all had normal wear, but no gouges, nicks, or scratches in the frame like mine. I expressed to Mark their reactions, and they would be pissed, and so was I.
I told him this was a QC issue that was missed, and is not my fault and is their responsibility to right. I expressed a lot of expert concerns as well as forum opinions that basically, "this is a poorly assembled pistol, that may be functional, but not well fitted and finished for a gun of this quality. I paid $1300 for a NIB "E -Series" not a "scratch and dent" that I could have bought for $800-900 for. I asked for the gun to be replaced, as well as my faith in their brand. I have two M&Ps and planned on purchasing a Shield and a revolver. I simply stated if you are going to handle a warranty and customer situations like this, how would you expect me to buy another firearm from you. What good is a warranty if you don't stand behind it. The Smith Lifetime Warranty, and their reknowned customer service is what drew me to this brand as well as aesthetics, but I'm not seeing that customer service part or warranty coverage.
He is not allowed authority to replace the gun, a Smith..smith has to look at it first, so I'm sending it out. Mark stated I should send the same explanation with the gun. So I will be asking for a replacement. Why shouldn't they be able to give me another gun? So we will see what happens. I may buy this gun a little suitcase, lol. second time back, lets see what they do.
FedEx picked up the gun yesterday with this Love Letter.
"This gun is being sent back for a "Request for Replacement", for the following reasons:
I purchased this pistol New in the Box, and when I disassembled it, I noticed a badly scratched frame on the left rear side. This was due to slide burrs and some broken off burrs of metal that I found in the slide grooves. The store I bought it from would not return or exchange it for some reason, and stated Smith & Wesson would handle it through warranty or replacement. I sent the pistol in for repair, and I received it back a week later with a badly tooled slide with the burrs removed, and a still badly scratched frame, this time with more gouging, and a notch missing (probably from the changes made to the slide). The slide did rack smoother, and less like sandpaper. Also the spring retainer nut was dented, a $10 part no big deal, but its the principle.
I spoke with Mark "###"at your facility. I told him I spoke with experts, forums, and my father, who is a police chief, and a few of his boys about, this piece who have put 1000s of rounds through them. I've seen their guns disassembled, as well as pictures online, all had normal/even wear, but no gouges, nicks, or scratches in the frame like mine.
I told Mark this is a QC issue that was missed, and the pistol should have never left the factory like this, and I feel is Smith & Wesson's responsibility to make this right. I have gotten expert concerns as well as forum opinions who have seen this gun and pictures, that basically sum up, "this is a poorly assembled pistol, that may be functional, but not well fitted and finished for a gun of this quality." So Mark stated a replacement would be up to you guys after looking at the gun.
To sum this experience up, I paid $1300 for a quality New In Box "E-Series", not a used "scratch and dent". This is a premium pistol at a premium price, so its quality should be better than my M&P's. I am asking for the gun to be replaced, as well as my faith in your brand. I have two M&Ps, one fixed under warranty no issue, and I planned on purchasing a Shield and a revolver. I only own Smith Pistols, because of previous experience and referrals. Please replace this firearm like any company would replace a defective item that shouldn't have passed through their QC. If you are going to handle warranty and customer situations like the last time I sent this pistol in, how would you expect me to buy another firearm from Smith & Wesson with peace of mind. What good is a warranty if you don't stand behind it. The Smith Lifetime Warranty, and their renowned customer service is what drew me to this brand as well as aesthetics. Please help me out this time around, and send me back what I paid for, which is quality work and craftsmanship that you advertise.
Best,
Marty"
