S&W Customer Service Quality?

[walkin' trails]

The only time I had to exercise my warranty options was when I got into the M&Ps (1.0s). My experience with them has been good. If it was a weapon used for LE, they were pretty quick to get it back. That said, during the Hysteria of 2013, I broke a striker dry firing my 45. In defense of the broken striker, I had put over 7k rounds through it and at least that in dry fire trigger presses without Snap Caps. Even though the early M&Ps had known striker issues, there are a lot of guns that never see even that round count. That took over a month to get a replacement part due to the Hysteria causing severe supply chain problems. An M&P 9c developed extraction problems at around 700 rounds. It had to go back twice to fix the problem. No hysteria at that time but the pistol was probably birthed during that time period. The last pistol I sent back was a 9mm Shield that seemed like it sort of stuck a little going back into battery when performing dry functions. Never had a stoppage or malfunction, but sent it back anyway and got a new RSA to fix the problem. That took about 3-4 weeks turn around time, which I didn't really care because it wasn't a carry gun. A friend of mine sent a Performance Center revolver back to fix the front sight. The turn around was pretty long for that one. Anyway, I can't say I've had bad experiences with their CS, but think that QC could be a little better going out the door.

 

[malph]

Like my title says...it can depend on who you get on the phone. It can be hit or miss.

My interactions have been generally good with good results but once I got a man on the phone who was clearly "hassled" or hadn't got his coffee yet, or the boss wanted a report or something, etc. et. al. ad infinitum. He was very brisk and short tempered...blew off my request for a owners manual on a current series M&P 2.0 Compact.

A call again same day but hours later I got another agent who gladly took my address, and sent one right out.

Other requests for information over the years have been handled very satisfactorily in my opinion. Before I found this Forum I used to ask really dumb questions, like "what accessories would have been packed at the factory with my 1971 Model 36?" I know they probably didn't have a digital answer immediately in front of them on a computer, but I was never on hold for more than a few minutes and I'd get an answer!

Like others have said already, I think it can also depend on how you act on the phone too...come across as belligerent and you may get the same in return..do they "owe" you an answer?

Just my two cents.

My experience is similar to yours. Generally, Smith's CS is good but you are dealing with people and people have moods, issues, and sometimes bring this stuff to work.

Also, some people are just not suited to that line of work. Those kind of people tend to get weeded out over time as they generate complaints.


So like Cmansguns said, it can really depend who picks up the phone and what kind of mood they are in.

 

[89bruin]

I had a less than satisfactory interaction with CS a couple of months ago when inquiring about 22A magazines … a bit off-putting.

Today I called about purchasing a new recoil spring for my SW1911PD. The gentleman took the time to look up the correct model and part and offered to ship one out no charge … which I gladly accepted. As others have noted: the person on the other end of the line makes all the difference and they may be more than a bit stressed with the impending move.

I did ask the gentleman I was speaking with if he was slated to move to TN and he said he wasn't sure what he was going to do yet. Moves were part and parcel of military life but even then they're a source of stress.

 

[sotexas]

50/50
Balance between good and ****.

 

[mark_lives_things]

I've had a few fine experiences and one absolute nightmare that has made it unlikely I'll ever buy another S&W again: Problem with M&P 10mm + Customer Service Nightmare

 

[1778]

I called last week with a problem with a Shield plus and not being able to rack the slide with a full mag.CS woman sent me 2 followers that didn't belong to this guna and a RSA that wasn't part of the problem.Second call the CS lady said I was loading the gun wrong, which she's going by what she sees in the book but not according to real life and every other Semi-auto in the world.So I have given up. She did ship 2 correct followers which we'll see if they fix the problem.