S&W customer service....

[phils]

needs to work on the service part. Over three weeks ago I bought a 1911- 108299 which had a way too tight cap. I had to drive it back.
I can't get it back on so I can't use it.
I called for a replacement but never got it. Today I called and the guy said it would be sent "soon".
I asked for a more firm date and he said "I told you" and hung up.

 

[scwv67]

No excuse for that kind of response no matter how swamped they may be.

 

[TDC]

These kinds of posts never cease to amaze me....

We never get to hear both sides of the conversation so who can really know what kind of attitudes were expressed from either direction.

I've had several relationships with S&W customer service over a 40 year period and I have always found them to be courteous, knowledgeable and helpful, especially under the current management.

I don't draw any conclusions from this kind of complaint other than to think about my own experiences with S&W customer service. So many times I read these posts and I find the poster has only been a member for a month or so (not the case with this post), or really appears to be advocating some other brand by making derogatory claims about S&W. Sometimes they are obvious posts made by "trolls" just looking to "rattle other peoples cages..."

The knowledge base of the vast majority of handgun owners is minimal at best. Handgun accuracy and malfunction are often blamed on the firearm rather than the owner and that blame is often expressed on sites like this.

My advice to people experiencing any kind of problem..

First: Recognize your own limitations and seek advice from someone local you know who can accurately identify a perceived problem.

Second: Realize the majority of the complaints being made to S&W are because of owner ignorance and certainly don't require the extremely expensive shipping cost back to S&W for unnecessary service.

Thirdly: Once an actual problem is clearly identified and can be articulated to S&W customer service I'm sure everyone involved will find a happier path to a resolution.

JMHO...

 

[SMSgt]

Three weeks ago I sent my "non-warrenty" 4566 in for repair. I was upfront that it was an LEO trade-in. Monday Fedex dropped it off, repaired--no charges, even after being told it wuold not be covered.

All communications with S&W were very professional in both directions. Something tells me there's more to this story, possibly a "demand" that should have been a "request."

 

[phils]

This is for Terry....

First I am not ignorant. I have owned and shot S&Ws since 1973 and have had many communications with them. So watch who you accuse of having minimal knowledge. I just may know more than you.

Secondly this was the first time I have had such a rude call.
Thirdly I was polite and pleasant. He said soon. I asked if he could give me a firmer date. He said I told you and hung up.
So do you think I'm a troll?

 

[t-bird]

Maybe the guy for S&W was having a bad day or even be new. But one thing is for certain, he won't work there long. I have been dealing with smith and wesson for almost twenty-six years now and all I can say is they have the best customer service of anybody.

 

[shawn mccarver]

needs to work on the service part. Over three weeks ago I bought a 1911- 108299 which had a way too tight cap. I had to drive it back.
I can't get it back on so I can't use it.
I called for a replacement but never got it. Today I called and the guy said it would be sent "soon".
I asked for a more firm date and he said "I told you" and hung up.

Now, I am not trying to be rude, and I have been "doing guns" for over 40 years, but I have no idea what a "way too tight cap" is on a 1911. For the life of me, I don't know what you mean when you say you had to "drive it back." Do you mean you drove it to the store where you bought it? Do you mean you drove the "cap," whatever that is, back with a hammer? I am sorry. Could you please explain what you believe was wrong with your pistol?

 

[Badquaker]

Now, I am not trying to be rude, and I have been "doing guns" for over 40 years, but I have no idea what a "way too tight cap" is on a 1911. For the life of me, I don't know what you mean when you say you had to "drive it back." Do you mean you drove it to the store where you bought it? Do you mean you drove the "cap," whatever that is, back with a hammer? I am sorry. Could you please explain what you believe was wrong with your pistol?

The only guess I had was the recoil spring cap. If that was driven on with a hammer, there are now bigger problems.

 

[HotRoderX]

I called Ruger today to find out the status of my repair. They where pretty much the same way lady did not hang up on me thought.

She just made it clear that with the amount of sales,repairs, and orders going out right now they couldn't really give me a answer on a time.

She did ask me to call back Friday if I hadn't heard from them for a status update.

She was friendly enough but she was very to the point. I can understand that from working at a call center in the past.

I am sure the way things are currently most gun manufactures have out sourced some of there call centers to help pick up some of the load. I would not be surprised if the person you talked to was not even with Smith Wesson. Instead where some kinda third party company that does phone support.

 

[phils]

S&W calls it a cap. The recoil spring sits inside it and it goes under the bushing- recoil spring plug. I used a punch to drive it back to clean it.
I could not re seat it. It has a bulge in it.

 

[Badquaker]

I called S&W yesterday about the pistol I sent in for warranty repairs. Other than the 10 minute wait to talk to a rep, I have no complaints.

A happy customer tells his friends, and unhappy one tells everyone.

 

[JimC]

So there you have it, everyone has different experiences with their favorite gun company and their customer service reps., typical

I learned a long time ago that you don't come to a forum dedicated to a specific company and voice your complaints, founded or not, because the specific company "cool-aid drinkers" don't want to hear it.

Go to the Kahr Arms forum and tell them that there is something wrong with a Kahr pistol.

I'm not criticizing the OP or the responses, just an opinion based on many years of gun related forum and gun experience.

Back in the early '70's, we would take a ride up to S&W for repairs on our LE gun related problems. They welcomed us with open arms and rarely charged us for the services rendered which many times included parts to make the repairs. And this was done while we waited! Great CS IMO but those days are long gone.

 

[phils]

Well, guess what....

I just got an email from them. It said they were backed up two weeks and my cap/plug would be sent next week. Hooray.

Still no excuse for the rudeness.

 

[Orrin Lokken]

Called customer service to talk to Performance Center. Went through the automated run around and finally got a real person. Asked for the Performance Center and was re entered in the automatic run around without comment. Does anyone know the direct line?

 

[CALREB]

If you have a reg govt type bushing and recoil guide, try a empty,not dented up .45 acp casing for a temp replacement.
Years ago, I once finished out a class ,about 200 rds using one, when mine went flying and lost in the woods.Some of the newer bushings that have a bigger cutout for the springcap it actually fits perfectly, OL JMB.... Looks kinda neat also.

 

[corgiS&W]

Does anyone know the direct line?

Sometimes just pressing zero will get you to a human.

 

[wlp624]

Called customer service to talk to Performance Center. Went through the automated run around and finally got a real person. Asked for the Performance Center and was re entered in the automatic run around without comment. Does anyone know the direct line?

Try 800-331-0852. Its on a "PC" intro letter that came with my gun several years ago.

 

[BLUEDOT37]

I sent a gun in for warranty & custom work. The warranty work was supposedly done in five days, in late Dec. before they went on break for ten days. Since that time it's been "in the process" for the custom work, installing a new front sight. Nothing seems to happen or progress unless I call & ask. No one's been rude but each (different) person I talk to tells me something a little different, sometimes misleading, sometimes vague...and I'm still waiting. Also, I ordered a rear sight in Oct-2012, that supposedly is now in stock, as of two weeks ago, they re-verified my cc info, & I can't get a commitment either on when it'll ship. They say they're behind....and I wait. I'm a life long S&W owner/lover, but I'm not impressed with this process or their system.

 

[labworm]

Three weeks ago I sent my "non-warrenty" 4566 in for repair. I was upfront that it was an LEO trade-in. Monday Fedex dropped it off, repaired--no charges, even after being told it wuold not be covered.

All communications with S&W were very professional in both directions. Something tells me there's more to this story, possibly a "demand" that should have been a "request."

I must really be some sort of oddball, please no wise cracks.

In the past 20 years I have never had a problem with S&W, Ruger or Colt, always have been treated in a respectful manner.

 

[icemn]

+1

Without piling on, I'm in the camp of they have some work to do.

I sent a gun in for warranty & custom work. The warranty work was supposedly done in five days, in late Dec. before they went on break for ten days. Since that time it's been "in the process" for the custom work, installing a new front sight. Nothing seems to happen or progress unless I call & ask. No one's been rude but each (different) person I talk to tells me something a little different, sometimes misleading, sometimes vague...and I'm still waiting. Also, I ordered a rear sight in Oct-2012, that supposedly is now in stock, as of two weeks ago, they re-verified my cc info, & I can't get a commitment either on when it'll ship. They say they're behind....and I wait. I'm a life long S&W owner/lover, but I'm not impressed with this process or their system.