S&W customer service....
- Thread starter phils
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Thanks, that is the general service number for everything - gets you into the automated system. I sent a snail mail to PC asking about an interchangable 9mm barrel for my 356TSW tactical. We'll see if I get a response.
Rockets
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They have a lot to work on. The guy I spoke with ( Mel ) was not helpful at all. I was asking for a part and he kept telling me " it's on the way " after repeated calls.
They don't give a rats about cust service. Call Dillon, RCBS and Lee and you'll be extremely pleased on how quickly your problem is resolved.
I'm sure S&W have a few good customer service reps but I am yet to talk to one
They don't give a rats about cust service. Call Dillon, RCBS and Lee and you'll be extremely pleased on how quickly your problem is resolved.
I'm sure S&W have a few good customer service reps but I am yet to talk to one
amazingflapjack
US Veteran
I stooped connecting the quality of the product with the quality of the service after dealing with Browning/FN . Great products, putrid customer service, was my experience.
UPDATE: Received a notice that my sight (shipping weight is only 1LB so it's not my gun) is finally on the way & should be here today. Oddly, it's a FEDEX notice. Everytime I had asked, when I called for a status update, if they'd send a notice &/or tracking# when they send it out, I was told "No", their system wasn't set up for that. How can the CS reps be so ill informed on the process?? They did, however, send it 2Day. Now if I can just get my gun freed too...
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I received a nice e-mail reply from Jim Rae at S&W with all the required information. I'll ship it off on Monday.
Cruiser RN
Member
My experiences with S+W products and customer service are infamous.I will not continue to beat a dead horse so as not to anger people in this forum.I will say that it is the luck of the draw,If you get a good rep your exchange will be good,if not then it will be a bad experience.Try to be as nice as possible and hopefully it will work well
Target Zero
Member
Without question, the firearms business has the BEST customer service. Universally the U.S. manufacturers are top of the crop - reloading and other parts (Brownells) are also just simply excellent when compared to other business. (Yes, here it comes) Springfield's had my 1911 for three months now and no word..... Hey, everyone is busy especially now it seems. I'm gaining "virtue" points with my patience I hope.
The Good & the Bad
Originally Posted by BLUEDOT37: - Excerpt post #18 -
I sent a gun in for warranty & custom work in Dec... Also, I ordered a rear sight in Oct-2012...They say they're behind....and I wait.
UPDATE: Finally got my pistol back after 10 weeks. It took just (1) week (they say) for them to complete the warranty work. Then (2) weeks for Xmas/New Year break. It took (3) weeks to get an estimate from them, after my calls, which I approved/paid immediately. Then it took another (4) weeks for them to complete the gunsmithing work (replace a front sight).
The Good: The warranty work was done satisfactorly, in fact, they performed a requested item there (no charge) that I anticipated paying for. I haven't shot it yet, but the major problems (sticky extraction & bad timing) I sent it in for were corrected. One week in shop there, was very good. They did return the original sight, as I requested. They did send an email with the tracking#, even though I was told repeatedly they don't do that. It was returned FEDEX 2Day srvc. I appreciate the fact that they honored the warranty work needed without undue grief.
The Bad: I don't think (7) weeks is reasonable to replace a front sight (no parts ordered). The quality of this job's work was sub-professional too. The sight is not flat/flush to the barrel (visible gap) & the retaining pin stuck out noticeably on one side. I filed/fixed the pin, can't fix the gap. The new extractor (they replaced the cylinder/extractor) is uncolored/satin stainless steel, not black like the cylinder or the original extractor, so now I see a two-tone cylinder, when it's opened. The paperwork that came in the box had no details whatsoever as to what was done while there: why wouldn't they supply that & why wouldn't I want it to maintain authenticity since I had them do all the work? The CS reps had repeatedly told me shipping/tracking# emails are not sent out: why the lack of knowledge on their processes? Over the course of this repair, I called CS (5) times to get status or approve payment & generally came away disappointed with the lack of information they gave, or knew about my request for service. Some were pleasant, but some were curt.
I've always been a S&W guy. My first pistol purchase when I turned 21 was a S&W Highway Patrolman. Half my guns are S&W. Sadly I think there's improvement needed in their process, but I remain a loyalist.
Originally Posted by BLUEDOT37: - Excerpt post #18 -
I sent a gun in for warranty & custom work in Dec... Also, I ordered a rear sight in Oct-2012...They say they're behind....and I wait.
UPDATE: Finally got my pistol back after 10 weeks. It took just (1) week (they say) for them to complete the warranty work. Then (2) weeks for Xmas/New Year break. It took (3) weeks to get an estimate from them, after my calls, which I approved/paid immediately. Then it took another (4) weeks for them to complete the gunsmithing work (replace a front sight).
The Good: The warranty work was done satisfactorly, in fact, they performed a requested item there (no charge) that I anticipated paying for. I haven't shot it yet, but the major problems (sticky extraction & bad timing) I sent it in for were corrected. One week in shop there, was very good. They did return the original sight, as I requested. They did send an email with the tracking#, even though I was told repeatedly they don't do that. It was returned FEDEX 2Day srvc. I appreciate the fact that they honored the warranty work needed without undue grief.
The Bad: I don't think (7) weeks is reasonable to replace a front sight (no parts ordered). The quality of this job's work was sub-professional too. The sight is not flat/flush to the barrel (visible gap) & the retaining pin stuck out noticeably on one side. I filed/fixed the pin, can't fix the gap. The new extractor (they replaced the cylinder/extractor) is uncolored/satin stainless steel, not black like the cylinder or the original extractor, so now I see a two-tone cylinder, when it's opened. The paperwork that came in the box had no details whatsoever as to what was done while there: why wouldn't they supply that & why wouldn't I want it to maintain authenticity since I had them do all the work? The CS reps had repeatedly told me shipping/tracking# emails are not sent out: why the lack of knowledge on their processes? Over the course of this repair, I called CS (5) times to get status or approve payment & generally came away disappointed with the lack of information they gave, or knew about my request for service. Some were pleasant, but some were curt.
I've always been a S&W guy. My first pistol purchase when I turned 21 was a S&W Highway Patrolman. Half my guns are S&W. Sadly I think there's improvement needed in their process, but I remain a loyalist.
Last edited:
jstanfield103
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phils, good that they are sending it, but I think I would have rather paid for a new one from someone like Fusion or some of the other companies. That way you could have at least gotten it in less than a week and used the gun. I would have been upset to with the guy and probably would have wrote an email to S&W and then would have called back and gotten another person that probably would have answered the question properly. Good Luck on the new gun when you get the cap and enjoy it.
Jst fan and all. I still do not have it. I have emailed again.
Thanks for the Fusion lead.
