Problem with M&P 10mm + Customer Service Nightmare
- Thread starter mark_lives_things
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luvsmiths
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Post it on You tube with all the right tags and let it come up anytime someone searches smith and Wesson... include a Link to that twitter post and this forum also.
Smith and Wesson should shut it's doors. It is only concerned with the stockholders.
I think you will get results because the CEO will not want HIS name floating around the net also, as it should be, because your experience is far from rare- it is more the norm now with Smith and Wesson. He knows these problems are there, and as CEO, ultimately this is his doing.
This is why I buy GLOCKS for carry. They WORK, and in the odd instance you need customer service, they are right there.
Smith and Wesson should shut it's doors. It is only concerned with the stockholders.
I think you will get results because the CEO will not want HIS name floating around the net also, as it should be, because your experience is far from rare- it is more the norm now with Smith and Wesson. He knows these problems are there, and as CEO, ultimately this is his doing.
This is why I buy GLOCKS for carry. They WORK, and in the odd instance you need customer service, they are right there.
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Could be worse. Over 2 months ago, thieves cut the cats out of my Tundra. $4K in OEM front pipes have been on national back order, mine going on 2 months now. Dealer says they have customer trucks sitting on their lots, waiting for cats, and most insurance will only cover a rental for 30 days. I'm not excusing poor CS, but many companies are having supply chain issues. Nissan just announced their new 400Z release is delayed, due to supply chain issues. They can't ship what they don't have.
OP- How far is your MP10 chucking heavy load brass? Ideally, a semi auto pistol should send ejected cases ~6 feet from the gun to the ground. I've had CZ & other 10s that throw brass 2-3 times that far. Not great for the frame. A new recoil spring is in order if the brass is sent much more than 8 feet. Anyone know if Wolf has springs for the M&P10 yet?
OP- How far is your MP10 chucking heavy load brass? Ideally, a semi auto pistol should send ejected cases ~6 feet from the gun to the ground. I've had CZ & other 10s that throw brass 2-3 times that far. Not great for the frame. A new recoil spring is in order if the brass is sent much more than 8 feet. Anyone know if Wolf has springs for the M&P10 yet?
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mark_lives_things
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Nope, I can't give them that pass:
1. They're still selling new 10mm pistols w/2 mags each. If they can do that, they can scrounge up a few magazines for customers like me to whom mags have been promised. Even if it required them to buy inventory back from distributors/retailers.
2. If they were incapable of replacing the mags I was told to send in for exchange, they could have and should have been honest with me about that up front. These mags are currently extremely valuable, and I never would have sent them in without the promise of replacement.
Inusuit
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This is a horror story. Smith & Wesson's treatment of you is abominable.
luvsmiths
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No one got stuck. The LGS I was dealing with was well aware of an issue I was having and would send it back to Smith once they owned it to get corrected before they added it to their display counter.
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mark_lives_things
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Significant updates:
-On 5/3, I once again called S&W to ask about getting the magazines they owe me. At first the representative told me they had none available. I explained my situation, and...she went and found two mags. They over-nighted them to me and I received them yesterday. Odd that I only got the magazines after pressing a bit, but I certainly appreciated the rep's willingness to help, ultimately.
-Yesterday, as I was opening up the package that contained the magazines, I got a call from S&W -- they had seen my letter to the CEO! I'm not sure whether they saw the physical version or the online version that I shared above, but in any case, they had taken notice, and they said they wanted to replace my pistol. They also acknowledged that it should have worked with the ammo I was using and gave a few reasons why they may have had trouble replicating the problem I documented. I was extremely relieved both by their offer to replace the pistol and their acceptance of responsibility for their product. It was a night-and-day difference compared to what I had been experiencing throughout this process.
-I told them that, since I had received the replacement magazines, I might as well test the pistol with them, on the off chance that this was a magazine issue to begin with. So I did test the magazines with a lighter (200 grain) hardcast load. I experienced the same problem immediately (second shot, I believe), confirming that this was not a magazine problem.
-I called back this morning and made arrangements to have the pistol replaced.
I don't want to count my chickens before they've hatched, but it looks like we're finally approaching a resolution here. If all goes well, I will happily give S&W due credit for doing the right thing, albeit belatedly and only after a lot of time/effort on my part.
-On 5/3, I once again called S&W to ask about getting the magazines they owe me. At first the representative told me they had none available. I explained my situation, and...she went and found two mags. They over-nighted them to me and I received them yesterday. Odd that I only got the magazines after pressing a bit, but I certainly appreciated the rep's willingness to help, ultimately.
-Yesterday, as I was opening up the package that contained the magazines, I got a call from S&W -- they had seen my letter to the CEO! I'm not sure whether they saw the physical version or the online version that I shared above, but in any case, they had taken notice, and they said they wanted to replace my pistol. They also acknowledged that it should have worked with the ammo I was using and gave a few reasons why they may have had trouble replicating the problem I documented. I was extremely relieved both by their offer to replace the pistol and their acceptance of responsibility for their product. It was a night-and-day difference compared to what I had been experiencing throughout this process.
-I told them that, since I had received the replacement magazines, I might as well test the pistol with them, on the off chance that this was a magazine issue to begin with. So I did test the magazines with a lighter (200 grain) hardcast load. I experienced the same problem immediately (second shot, I believe), confirming that this was not a magazine problem.
-I called back this morning and made arrangements to have the pistol replaced.
I don't want to count my chickens before they've hatched, but it looks like we're finally approaching a resolution here. If all goes well, I will happily give S&W due credit for doing the right thing, albeit belatedly and only after a lot of time/effort on my part.
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Frank Black
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Well, we don't want to do the Happy Dance just yet, but it seems thing are moving in a positive direction for you, or at least off dead stop.
Please update us when they replace the gun.
luvsmiths
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What happened to you, and the way that it happened, shows the way S&W handles CS. They have shown this over and over, and over again,
Them finally making it right is all well and good, but this should have been done in the first place.
Their "modus operandi" is to treat people as they did you, and expect no pushback.
Congrats on your win.
But buy a Glock next time.
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Scratching my head over this post?? really???
No, the Smith and Wesson forum has helped thousands and thousands of Smith and Wesson owners diagnose and repair their weapons, and if that fails?? given them the recommendation to send their weapon back to Smith and Wesson for warranty service..
If a new Smith and Wesson owner is having a legitimate issue with his new weapon,, why would a fellow member wish to punish him or her further???
do you really wish to defend Smith and Wesson's very poor treatment of a fellow member who spent good money on a high end weapon that does not function... its simple enough to replace the magazine release and a few magazines...
No, the Smith and Wesson forum has helped thousands and thousands of Smith and Wesson owners diagnose and repair their weapons, and if that fails?? given them the recommendation to send their weapon back to Smith and Wesson for warranty service..
If a new Smith and Wesson owner is having a legitimate issue with his new weapon,, why would a fellow member wish to punish him or her further???
do you really wish to defend Smith and Wesson's very poor treatment of a fellow member who spent good money on a high end weapon that does not function... its simple enough to replace the magazine release and a few magazines...
Indeed, the hostility is baffling.
I'm very happy to hear they are replacing your pistol!
While it shouldn't have taken this long, (Wilson Combat mailed me a new BCG, and told me to mix and match parts until I had something that worked, and send the rest back), they should have mailed you two new magazines out immediately if that was their suspected issue? (turns out it wasn't the issue).. but here again, the Smith and Wesson forum delivered,, outstanding suggestion to write and publicize the letter...
So your logical, reasoned approach paid off, the Smith and Wesson forum and posting your issue paid off,, following good advice offered by a sincere and helpful fellow member paid off!
While it shouldn't have taken this long, (Wilson Combat mailed me a new BCG, and told me to mix and match parts until I had something that worked, and send the rest back), they should have mailed you two new magazines out immediately if that was their suspected issue? (turns out it wasn't the issue).. but here again, the Smith and Wesson forum delivered,, outstanding suggestion to write and publicize the letter...
So your logical, reasoned approach paid off, the Smith and Wesson forum and posting your issue paid off,, following good advice offered by a sincere and helpful fellow member paid off!
The OP absolutely refused to take the advise offered to diagnose and repair the pistol.
Yes, it is pretty clear that you don't understand. Perhaps go back and read through the thread before commenting?
OP
mark_lives_things
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Two new updates:
1. Same issue with replacement pistol. I asked a range staffer shoot it as well, and she experienced the same problem.
2. Found another case of the same problem on Reddit: M&P 10mm Magazine Issue? : 10mm
1. Same issue with replacement pistol. I asked a range staffer shoot it as well, and she experienced the same problem.
2. Found another case of the same problem on Reddit: M&P 10mm Magazine Issue? : 10mm
Does it successfully load the next round when the magazine falls? I'm trying to understand if the mag dropping happens while the gun is in recoil before the slide hits the backstop.
Will the mag drop if you barely hold onto the pistol? I'm trying to understand if the recoil force is flexing the grip into the user's hand.
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OP
mark_lives_things
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1. No
2. Probably? The problem seems to present more consistently with heavier loads and a one-handed grip, so holding it even more loosely would probably exacerbate the problem.
2. Probably? The problem seems to present more consistently with heavier loads and a one-handed grip, so holding it even more loosely would probably exacerbate the problem.
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