Really upset with S&W Quality Control and Customer Service!

[ditrina]

^^^^^^ What ladder13 said....

It's possible that Mel does not generate the shipping label.. and it is done by the shipping department.

 

[Rivers2k]

I spoke to "Mel" about 10 days ago when I called about returning my 642 with a cracked frame. He also answered with a hello, doesn't bother me, I'm from NY. He was nothing but polite and helpful, and even told me to look him up if I came for a factory tour.
I received the label in 2 days, sent the gun in, and now it's being replaced with a new one.
Who knows what the procedure is for return shipments, maybe more than one person gets involved and the chain gets tangled.
I have had numerous interactions with S&W customer service, all have gone well. Sometimes they've sent me small screws and parts for free.
I'm a happy lifetime customer, sorry your experience was not like the ones I've had.

I'm from NY also but I did move upstate 3 years ago so maybe I am getting soft LOL. Maybe Mel hasn't hadn't had his coffee yet. I am just upset because I was like a kid at Christmas when I finally got my long sought after revolver and then to find out it is less than optimal. Hopefully everything will work out in the end.

But I don't know my 442 had to go back for repairs as well. 2 for 2 it cant just be my bad luck.

 

[ladder13]

If I may, didn't you look at the gun in the store when you went to pick it up?

 

[Rivers2k]

If I may, didn't you look at the gun in the store when you went to pick it up?

I was stupid and bought online to save a few bucks. If I saw this in the store I would have walked away. I thought when the guy at the local gun shop was telling me online guns are second rate he was feeding me a line of BS I guess he was right. Stupid Stupid Stupid lesson learned.

 

[ladder13]

I was stupid and bought online to save a few bucks. If I saw this in the store I would have walked away. I thought when the guy at the local gun shop was telling me online guns are second rate he was feeding me a line of BS I guess he was right. Stupid Stupid Stupid lesson learned.

I understand buying online is a **** shoot but the gun still had to be delivered to your FFL, unless you are an FFL.
I usually look my guns over real well at my FFL, and if there's an issue, have him send it back to the seller.
Nontheless, Smith will make it right.

 

[Rivers2k]

I understand buying online is a **** shoot but the gun still had to be delivered to your FFL, unless you are an FFL.
I usually look my guns over real well at my FFL, and if there's an issue, have him send it back to the seller.

It was sent to an FFL I didn't know I could do that since I already purchased the gun from the seller and he was just sort of the delivery guy. I also wouldn't want to stick him with something that wasn't his fault.

 

[-db-]

It was sent to an FFL I didn't know I could do that since I already purchased the gun from the seller and he was just sort of the delivery guy. I also wouldn't want to stick him with something that wasn't his fault.

Always inspect a gun at the FFL. If something is wrong, refuse to accept it and call the seller right then and there. You can have your FFL ship the gun back to the seller if there's any kind of problem. Once you leave with the gun, however, you own it and you're in the kind of situation you've found yourself in now.

You see, as it is now, the seller can be a jerk and say, Well, you obviously took the gun home from your FFL, so it must have been fine then. How do I know you didn't screw up the grips yourself and want to try to stick me with your screwup?

A good inspection at the pickup point on your end covers you in a case like this. Your FFL can also vouch for you if you inspect it in front of him. It's always best to immediately note any problems as early as possible and get them taken care of before getting home and noticing something a week later or whatever the case may be.

 

[gdogs]

I was stupid and bought online to save a few bucks. If I saw this in the store I would have walked away. I thought when the guy at the local gun shop was telling me online guns are second rate he was feeding me a line of BS I guess he was right. Stupid Stupid Stupid lesson learned.

Believe me when I say I don't mind when people stop buying guns online, as it means less competition on the auction sites for me! I've bought plenty of guns online and to this date, have only received one that wasn't exactly as described. That said, I would never buy a gun online that where the ad used a stock photo. Most of the time I end up asking for more photos and info from the seller as well. Buyer beware for sure, but there are ways to limit your exposure to these types of issues.

As for that one that wasn't as described... a Ruger Single Six convertible with a cut down barrel that was down right unsafe. The hammer would fall with the slightest touch, and the trigger was returning faster than the hammer could fall. Replaced them both myself and ended up with a neat little shooter. I didn't have much in the gun or I probably would have sent it back.

 

[geoff40]

Looks to me like someone overtightened the grips. I don't think they are wrong and I don't think the screw is too long either. You might be able to resolve this simply by loosening up the grip screw until it is flush with the grip frame. I doubt it left the factory like that, I suspect it happened at the FFL location that sold you the gun.
There are 2 sides to every story (or more). I wouldn't necessarily be ready to hang Mel. Not until I found out why it takes days to get an email sent.

 

[Boox]

OK, here's my take, for whatever it's worth, First of all Smith and Wesson doesn't work on "NY time"...and when I say "NY time" I mean the word time that people south of Albany and east of route 81 consider timely. Not real world time. People outside of that quasi-'I'm from NY and I'm special" part of the state know this. The world does not spin on YOUR time, fortunately. It takes time to get a return label thru the process, it takes time to repair a return satisfactorily, so don't get yer shorts all in a Knot. Smith will take care of you, in time.
And BTW the real "Upstate" is north of Albany and West of route 81.
I'm from NY and I ain't special.

Boox

 

[Florida Guy]

I needed to send 2 guns back to S&W for some work.
Instead of S&W sending me the prepaid label via email, they sent it to me via snail mail. I was curious why they just didn't email it, but couldn't argue as I was getting them shipped free.
Both of these guns were out of warranty.
This was about 4 months ago.
Although it took 6 weeks to get the guns back (including the one week they closed for Xmas week), I was pleased with my experience.
Give them a chance.

 

[2hawk]

Rivers2K, sorry for your bad experience. You're right, the grips should be replaced if they cannot be fitted properly. That said, 2 points stand out to me: 1) you have a grip problem, not a gun problem. Grips get changed out on guns a lot according to the owners needs, and while they should be absolutely right on a new purchase, a grip issue is not in the same league as a gun issue, imho. 2) When you pick up the gun at your FFL, prior to filling out the paperwork, you need to inspect the gun for any apparent issues. If you don't do that, then you are accepting it as is. Now, a good retailer and a good manufacturer will make things right, but you have to own a little of this too. Chalk it up to lessons learned, and I speak from my own experience.

I'm betting you can get some replacement grips sent out without too much trouble, if you are polite and persistent. The members here have a deep well of experience to help you out, and they will.

 

[ladder13]

-db- its not a used gun it is a brand new gun. When it was register it was registered as a new gun if it had been previously registered than it would have comeback invalid.

I've never heard of NY registering a gun as new or as used. I've bought both new and used guns, the county clerk doesn't care one bit whether they've been owned before or brand new, all they require is a Bill of Sale. No one checks to see if it's new or used.

 

[one eye joe]

Those don't look like the right grips for that gun. If it's a new gun, the retailer likely switched them for some reason, which isn't a S&W factory/customer service problem (it's extremely doubtful the gun left S&W looking like that). You should be contacting whoever it is you purchased the gun from.

DITTO ! ! !

 

[turbo38gn]

Hey.... where'd that last post go.... I was gonna "like" on that one cause that's the reality of why guys like me and others step up and question some of the complaints.. how many of these are really home gunsmith caused..... the grip thing just doesn't add up to anything that left the factory like that. Either the seller or someone in between overtorqued a screw. Like someone said, the screw ain't sticking out the other side because it was too long.. isn't it possible someone took the grips off to check the serial number..

guys remember the guy with the MP15-ORC hammering S&W because something wasn't right with his new online wicked deal purchase of a supposed new gun.... in the end after pages and pages of BS, it finally came out someone built the gun from parts... CS said send it in and he wouldn't cause "they would keep it and not replace it"... or some other BS.

 

[lhump1961]

Now I see why LOL. Get crucified on here for saying anything bad about S&W

I think most of us will admit that the QC out of S&W these days is less than expected...but, for me and most I think, Smith has always come through on the customer service. I have sent guns back 3 times and always got a quick turn around and a little more attention to the gun than I expected. Example: my PPK/S went back for the recall and I included a request for the ramp to be polished up (on my dime) to improve feeding reliability. They did the recall work AND polished the ramp at no charge...I got back a great gun! "Mel" is not S&W, only an employee and maybe not a very good one at that. I think Smith's customer service policies are some of the best and they have good and bad employees like everyone else. JMHO.

 

[rilkil23]

I can understand your frustration. I didn't see where you tried to remove the stocks/screw to see if you can correct the issue. Is something damaged or is it a fitting issue?

I sell what Consumer Reports has named the best automobile for 2012, Subaru, and had a top of the line Outback break down 20 minutes after they drove it off the lot. The transmission is a complete loss and we are in the process of replacing it under warranty. I have been with Subaru for 7 years and don't see a lot of issues with their product but it does happen. Sucks for the customer as they are waiting for it to be repaired and returned.

 

[Badquaker]

I have been lusting for a 3" Talo at my LGS, but those grips would be replaced before I left the shop. They have a poor shape for my hands, and I have read other reports of shooters disliking them. I usually replace most grips anyways, so it's really not that big of an issue to me.

 

[jdad]

Your problems are minor and require patience. Send it in and they will make it right. I had an emailed return label within 48 hours, of my requests....no questions asked.

I bought the same gun as you have, but with the 7" barrel. It had to go back twice, in the first month of ownership, but it is perfect now. Long story short, they ended up replacing the barrel, setting the gap just under .003, and completely refinishing the metal surfaces.

 

[turbo38gn]

I have been lusting for a 3" Talo at my LGS, but those grips would be replaced before I left the shop. They have a poor shape for my hands, and I have read other reports of shooters disliking them. I usually replace most grips anyways, so it's really not that big of an issue to me.

If you don't like the grips, but the standard 686-3". It's the same gun without the $150 grips.. ask me how I know...