S&W Customer Service is Awful!
- Thread starter Sparx
- Start date
double-dipper
Member
I have only had one dealing with S&W customer service and was treated right. I think her name was Rose. I have no complaints with them.
oldiegoldie
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- Joined
- Oct 23, 2015
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my only experience with customer service was requesting a replacement laser for the Body Guard. the original Insight laser had problems with the activation buttons. when S&W changed to Crimson Trace i asked to have the Insight replaced with the Crimson Trace, and they were o.k. with the request. took several weeks to receive the new laser, which is acceptable. i had to return the Insight laser.
I was one of the guys that always posted S&W Customer Service was the best….until it wasn't. I hope that doesn't happen to the rest of you that are posting how happy you are. 
I've been buying Smith & Wesson's for over 45 years and will continue to do so; they have a great product. But when I got a lemon; CS was useless. Even after I wrote to the President and the Firearms Director, and was contacted by a CS person that told me he was told by the Firearms Director to fix my problem; he showed me who was in charge of CS, and it wasn't the Firearms Director.
I just came on the forum today to see if I could find out when they would be offering a Shield with an optic cut that wasn't a "Performance Center" gun. My last gun was supposed to be a "Performance Center" gun. If it was even in the Performance Center; I don't believe it never got off the cart. I think marketing is playing fast & loose with the PC name; and I don't want to pay extra for something I'm not getting.
I've been buying Smith & Wesson's for over 45 years and will continue to do so; they have a great product. But when I got a lemon; CS was useless. Even after I wrote to the President and the Firearms Director, and was contacted by a CS person that told me he was told by the Firearms Director to fix my problem; he showed me who was in charge of CS, and it wasn't the Firearms Director.
I just came on the forum today to see if I could find out when they would be offering a Shield with an optic cut that wasn't a "Performance Center" gun. My last gun was supposed to be a "Performance Center" gun. If it was even in the Performance Center; I don't believe it never got off the cart. I think marketing is playing fast & loose with the PC name; and I don't want to pay extra for something I'm not getting.
HOUSTON RICK
Member
Like the other brands, it is not your father's service center, but I think most of the folks there still try. As I have said before, quality is not what it was, because we are not willing to pay for it.
A 380 AUTO, HUH?
I've had a Browning BDA for years------double digit years---never had the first problem. Of course it's an old fashioned thing---made out of steel and wood----you never know when they're going to let you down.
Ralph Tremaine
I've had a Browning BDA for years------double digit years---never had the first problem. Of course it's an old fashioned thing---made out of steel and wood----you never know when they're going to let you down.
Ralph Tremaine
My new full size M&P9 had extraction problems. Smithboaid for the return and promised it in a month. Got it back in 2 weeks. They "repaired" (probably replaced) the extractor and polished the chamber. Works 100% now.
Just try that with Colt.
Just try that with Colt.
uncleted327
Member
- Joined
- Jul 23, 2012
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- 508
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I only have had to use S&W CS once out of over a dozen different guns. My L-Comp came with some small chatter Mark's on the right side of the frame and some finish issues inside the comp and under the cylinder. Three week turnaround and it arrived in beautiful condition. Completely refinished just as I had asked. You can have a bad experience with any company once or twice. But to have one bad experience, that you ultimately received a brand new gun out of, and to say you are swearing off all their products from now on sounds ridiculous IMO.
I did receive my replacement Bodyguard from S&W last week. It was sold off immediately to my FFL dealer, cannot trust a gun that is potentially a problem- note that I am not the only person having issues with the BG 380.
There are plenty of other semi auto striker fired pistols I can purchase, I see no reason to travel down this path again.
The malfunctioning pistol is not the entire concern I have with S&W, it is the way the problem was handled by them. I wish you could share some of the phone conversations I had with S&W reps regarding this issue, along with the lack of communication and needing to submit an FFL FIVE times-FIVE times; heck the US Gov is not this fouled up!
I will state again that I have owned several S&W guns since 1972 and have used there customer service more than a few times. This incident has clearly shown me that they are not headed in the right direction.
I have my 642 for light carry and a sig 365 for regular carry. My 365 has been flawless, yes others have had to return their 365's once or twice for problems; but twice is acceptable for brand new model in my opinion vs. 4 RMA's for gun well out of its infancy.
l will not hesitate, (well maybe a little) to buy a S&W revolver, but sorry no more Smith semi autos for me.
sparx
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