S&W customer service

[walnutred]

Saturday I was carrying my S&W 37 and one of the stops was at a gunshow which allows no loaded firearms. When I went to unload the revolver I discovered that somewhere the thumb latch screw had backed off and the thumb latch was missing.

This morning I called S&W customer service and asked how I could order a replacement part. They said I could not order the part but they would send a replacement for free if I just gave them my address. This is a 36 year old revolver and the thumb latch coming off could hardly be considered a manufactures defect at this point. So on the assumption that they are doing this for customer goodwill I'm passing on the story as a testimony of very good S&W customer service.

 

[mtb1bkr]

Nice to hear!!! I have seen some complaining on here, it's good to see they are still doing the right thing, I haven't had to deal with them in several years, but they were always good when I called.

Bill

 

[s&wchad]

Timely thread! I just got off the phone with S&W customer service because of a problem with my 20 year old 6906. The sideplate assembly broke off at the hammer pin and needs to be replaced. The gun was made after 1989, but the part is under $10 and easily replaced so I thought I'd simply buy it and install it myself. My time on hold was short and they're sending the part out at no charge.

 

[Rule3]

IMHO, they are the best in the business. Consider how many guns have been sold. Never had a problem with their service. They have gone above and beyond for me several times

On the thumb latch "screw" (they call it something else) problem. I have had that happen on several guns, they sent me a new on.

I BLUE Locktite them now.

 

[Fishslayer]

So on the assumption that they are doing this for customer goodwill I'm passing on the story as a testimony of very good S&W customer service.

That's excellent. Glad you had a great experience. Mine was somwhat "different."

 

[Armyphotog]

Great story. Hope I have the same service, if I ever need it.

 

[kennyb]

to all those that loudly complain as to customer service (several here recently) i do hope they read your post....

 

[StuperDan]

The same happened on my 442. Not only did they send a free new one, but because the black thumb release were on back order, they sent a silver one to use until I got the black one. I recieved the second one with in a few weeks, but I still have the silver on the gun. I like the way it looks and if it ever falls off i'll still have a replacement.

I've had really stellar service in all my dealings with smith.

 

[rilkil23]

Glad to hear as my attempts to deal with them left a little to be desired. Maybe third time will be better.

 

[sophie]

Nice to hear satisfied people now and then.

 

[Fishslayer]

to all those that loudly complain as to customer service (several here recently) i do hope they read your post....

Always glad to see fellow forum members have good luck.

...emphasis on "luck."

 

[Scumbag242]

to all those that loudly complain as to customer service (several here recently) i do hope they read your post....

What does that change??? What does one person or even a few people stating they had a good experience change for those that got dumped on by S&W? This doesn't change the poor quality control from such a prestigious company, this doesn't change the fact that S&W has poor customer service overall.

Now for some of the people posting on this thread, they have older guns that have gone the distance, it wouldn't have mattered if S&W charged them 50 bucks for the part. Those comments are exempt from the problems the new guns are having.

 

[walnutred]

So it's been over a month now and the part still has not arrived.

 

[Jst1mr]

...

On the thumb latch "screw" (they call it something else) problem. I have had that happen on several guns, they sent me a new on.

I BLUE Locktite them now.

I believe it is called out as a "thumbpiece nut" in S&W jargon, and is indeed perhaps the most common "failure" that the semi-auto folks call out as "revolvers can fail, too!" - sure doesn't hurt to check 'em on occasion (along with sideplate screws and strain screw) as a basic maintenance practice...

 

[Rule3]

What does that change??? What does one person or even a few people stating they had a good experience change for those that got dumped on by S&W? This doesn't change the poor quality control from such a prestigious company, this doesn't change the fact that S&W has poor customer service overall.

Now for some of the people posting on this thread, they have older guns that have gone the distance, it wouldn't have mattered if S&W charged them 50 bucks for the part. Those comments are exempt from the problems the new guns hare having.

I think you will find that the majority of folks that have dealt with SW customer service are more than completely satisfied and those that are not are very fee. Yes, I read your thread on your problems with your new purchase. So they are sending you a new gun and will reimburse you for any transfer fees.

That is really pretty bad service. Stuff happens.

You have a reason to be upset based on your pictures but perhaps your tone with CS if it is like your posting has something to due with it, at least you chose a good screen name.

 

[Scumbag242]

I think you will find that the majority of folks that have dealt with SW customer service are more than completely satisfied and those that are not are very fee. Yes, I read your thread on your problems with your new purchase. So they are sending you a new gun and will reimburse you for any transfer fees.

That is really pretty bad service. Stuff happens.

You have a reason to be upset based on your pictures but perhaps your tone with CS if it is like your posting has something to due with it, at least you chose a good screen name.

To start - I hope none of the following comes off disrespectful, just my opinion, humble maybe not.

My issues with S&W are still pending resolution. I'm hoping their promise of better QC on this new gun stands.

The issue I was talking about is the fact that all the collectors/veterans here are discounting the fact that there is a major problem with S&W QC and customer service and complaining that we are all just a bunch of "complainers". It's like "since I had a good experience, lets just sweep these new comers under the rug and boast about how nice our pre-1980s guns are. Let's place all these people in a special category." I will admit, the second time around speaking with Jenny from CS was a lot better than the first. Maybe some of you have not experienced speaking with the idiot I first dealt with.

I understand that this is a battle that I will lose, I am on a forum dedicated to SW collectors but maybe you might have a different attitude if you waited 2-3 weeks to have the gun ordered, waited 10 days for the DOJ check. Notice the flaws immediately, send the gun back for repairs, waited 10 days for S&W to call you to let you know the gun they sent will be replaced, wait 10 days for paper work to be processed in SW factory, wait a week for shipping from S&W to the FFL (or longer), and then wait another 10 day DOJ check. Approximately 54 days to have a gun. Sweet. Also, the reimbursement of fee's was not originally disclosed to me, this took some follow up to get solved.

at least you chose a good screen name.

I knew this eventually would come out - First off that's unfair.
Not that it makes any difference but I have always dealt with things like this in the most respectful and professional manner possible. The name comes from Starcraft LAN parties we use to have with friends and family years ago. I did not intend to participate in this forum at all when I first signed up, but things change.

 

[Scumbag242]

It's also funny how KennyB tries to make a lesson out of this thread by stating "all those that complain, hope they read this thread" - I do hope they read this thread and realize that S&W is not what everyone hypes them up to be. And those complainers have a legitimate reason to complain.

Customer service should have called Walnutred the day they found out the part he needed was not in stock and would take longer than expected. Possibly given him another avenue to acquire this part.

Maybe none of you non-complainers cannot relate because you have multiple guns and waiting an insane amount of time for a gun to be back in your hands is not that big of deal. Just go to the safe and grab another trusty SW.

 

[Rule3]

I am not what you call a "collector" I do have several modest SW revolvers. I have dealt with customer service on several occasions either getting some parts or yes, actually sending a gun back several times. My new PC M- 627 R8 had a problem with failure to fire, light primer stikes. It took 2 trips back to fix it. That being said, they emailed a Fed Ex call tag, picked it up ay my house and delivered it back twice. I lost a internal spring on another revolver doing s trigger job. I called and said my fault, I lost it. No problem they sent me a new one free.

If your gun had such glaring defects why did you take delivery of it?

Anyway, I have dealt with a lot of other companies and their really poor customer service and SW is not one of them, believe me I am not saying that as this is the SW forum. I was in a customer service business so I have a bit of experience in this issue.

All I can say, is it is disappointing to have a problem with a new expensive gun BUT SW will take care of it.(forever)

 

[Scumbag242]

I am not what you call a "collector" I do have several modest SW revolvers....

All I can say, is it is disappointing to have a problem with a new expensive gun BUT SW will take care of it.(forever)

Well, I didn't mean to drag out my story specifically, but I am seeing a lot of problems come up on the board and grouping us all as "complainers" is wrong, and that was my main point.

If your gun had such glaring defects why did you take delivery of it?

Great question, this is something I argued with the gun store I bought it from. This gun was pretty dirty from the factory and I couldn't see the defects, partly because I didn't spend enough time at the store prior to pick up. I also paid 50% the value and defects on the gun found at that time would have been an uphill climb at best.

The store has a valid excuse, they don't test fire the guns and they also don't clean them. I asked them, am I suppose to bring my cleaning kit prior to buying a gun from them? They said my problem was a rarity. Maybe I need to start a new thread, how to order a gun from a store, how to navigate the bs prior to registering the gun to your name.

 

[26Ford]

Yes they are EXCELLENT at the S&W Customer Service. I am not in L.E., but I have a nice pair of S&W handcuffs and wanted a spare set of keys. I'll keep this family friendly and just say they are used for educational enlightenment and research. The same story, how much for them, you know who I am because of new gun registry and they just replied, send us your address and a set will be on the way.
Awesome customer service for sure!! 26