S&W Customer Service- My Turn

[Rastoff]

I just bought an M&P 9c. I knew before I bought it that the magazine base plates were different, but I also knew that I wanted to get another base plate with a finger extension.

On Sunday, the 26th of Jan 2014, I sent this query by email:

Dear S&W,
I just bought a new M&P .40c and noticed that the magazines are not the same. One has an extended base plate and the other does not.

How can I get another extended base plate?

Today I received this reply to my email:

Dear Customer,
To obtain a finger rest call our service dept. at 1-800-331-0852 ext 4125.
If further assistance is required please reply accordingly.
Sincerely,
Frank

So, I called the number and put in the extension. I waited about 7 minutes on hold. The lady who answered was nice, but very distracted. She was clearly holding two conversations at once. I asked, "How can I get an extended base plate for the extra magazine?" To which she replied, "You know you don't have to buy a whole magazine, you could just get the extended base plate." Patiently I replied, "Oh, OK, how do I get one of those?" She then looked it up in her computer and said, "Oh, I guess I can just send you one. Give me your address."

They have my address and are supposedly sending a base plate out. We'll see if/when it gets here. I'll update this at that time.


As of today I've verified a few things. S&W seems extremely busy. They do however, answer emails. It took three days to get a response to my email, but they did respond in what I thought was reasonable. The phone system has gotten better. I don't find a 7 minute (yes, I timed it on my stop watch) wait unreasonable.

 

[ginzo]

I got mine for a 40c same way, was willing to buy 1, they sent 1 PDQ.

Hey, I didn't look at the post name, Rastoff, how many DOES that make now? I'm still waiting
on #3.LOL

 

[moxie]

I've found the mag without the finger extension better for concealed carry. Doesn't stick out quite as much.

Called them recently for some extra mag followers. A purchase. Took quite a while but I did get them. Good people.

 

[Rastoff]

Hey, I didn't look at the post name, Rastoff, how many DOES that make now? I'm still waiting on #3.LOL

How many what? M&Ps or handguns in general? This will be my third M&P. It will also be my last as they are no longer available in CA.

 

[rwsmith]

I had a similar experience.....

I had a similar experience with RCBS. Busy and distracted. They took my name and I was wondering if I'd ever see the part (almost sure I wouldn't see it). Lo and behold a few weeks later I had my part.


PS: It's been on several threads that email to S&W is no good but phone calls work.

 

[MichiganScott]

Looks like I'm still the only person S&W has ever charged for floor plates, but I guess $7/5 was reasonable enough.

 

[GKC]

Looks like I'm still the only person S&W has ever charged for floor plates, but I guess $7/5 was reasonable enough.

I have called S&W a number of times to ask about finger extension base plates...each time (except for once) I just wanted one. Each of those times, they sent me two for free. The only time they charged me was when I asked for 6...and it was less than $10, if I recall correctly.

 

[Jagrmaister]

I called today looking for the extended base plates on the compact myself. Had about a one minute wait and the rep happily sent one out to me free of charge. Told the fiance they were sending me a freebie and she said it's probably because you have purchased everything they make. Kidding aside, S&W continues to impress by doing the little things.

 

[Rastoff]

PS: It's been on several threads that email to S&W is no good but phone calls work.

Well, this is the second time it has worked for me. First I emailed about a mag follower and they sent me two for free. This time they sent me a phone number which resulted in a free base plate. Well, I haven't seen it yet, but time will tell.

 

[Bkreutz]

How many what? M&Ps or handguns in general? This will be my third M&P. It will also be my last as they are no longer available in CA.

I think he was referring to S&W customer service threads.

I've called them twice, once for baseplates and once for followers, all of them were free.

 

[Vinney47]

I've had the same experience. Called for pinky extension base plates for my 9c, willing to pay, they shipped out 3 for free.

Called again about some load assist buttons for m&p15-22 magazines, and again got 2 sent out for free.

I've had good luck with S&W customer service, but I've never had to send a gun in or need any kind of crucial parts or service.

 

[JJEH]

I like S&W CS, but I have to admit that I rather use email than the phone. 7min. on hold sound good, I had waiting times of 30min. at times. Now I just email and patiently wait for the response.

 

[MSG Glenn]

When I was e mailing S&W CS about getting 9mm & 357sig barrels for converting my 40C or FS 40 I happened to mention that I'd like to know about ordering a finger grip extension for the 40C. He took my address & said it would be in the mail soon at no cost to me. l received two of them in about 3 weeks to a month. Now I have a spare extension that I was considering sending to the first person onsite that wanted it but I have a couple of friends that would like to have it. I'm just deciding which one gets it, lol.

 

[ginzo]

I'm afraid to ask, handguns in general? I hope my 3rd will be my last, but it is very addictive!

How many what? M&Ps or handguns in general? This will be my third M&P. It will also be my last as they are no longer available in CA.

 

[GKC]

I'm afraid to ask, handguns in general? I hope my 3rd will be my last, but it is very addictive!

I can't count how many times I've said that...just a rough count, I've bought well over 100 handguns in my lifetime, and easily 80 in the last three years. (I don't own that many now.)

 

[ginzo]

I think I'll need a part time job...........

I can't count how many times I've said that...just a rough count, I've bought well over 100 handguns in my lifetime, and easily 80 in the last three years. (I don't own that many now.)

 

[Rastoff]

I'm afraid to ask, handguns in general? I hope my 3rd will be my last, but it is very addictive!

Unless you're very unusual, there will be more than 3.

I haven't counted recently, but I passed three a while ago. I'm trying to keep it under three a year. I sometimes sell one to get another. Inventory is fluid.

 

[ginzo]

Being a newbie, I can't quite part with any yet for the next one. I'm still on my honeymoon with each so far!
So it begins..............

Unless you're very unusual, there will be more than 3.

I haven't counted recently, but I passed three a while ago. I'm trying to keep it under three a year. I sometimes sell one to get another. Inventory is fluid.

 

[Rastoff]

Being a newbie, I can't quite part with any yet for the next one. I'm still on my honeymoon with each so far!
So it begins..............

I don't really regret selling guns, but I do wish I could keep every one. Alas, when you get a hankering for those that have 4 digits before the decimal point, sometimes you have to sell one to get the funds.

 

[ginzo]

Message received!!! WOW. I'm just trying to stay in the mid 3 digits, so far so good. I never even look at those 4 digits firearms because I'm weak. They should have a gun owners anonymous!

I don't really regret selling guns, but I do wish I could keep every one. Alas, when you get a hankering for those that have 4 digits before the decimal point, sometimes you have to sell one to get the funds.