S&W Customer Service??

[skipper49]

I've bought a dozen M&P's over the past year and a half or so. I had to return one Shield (out of four) and customer service was stellar. I just bought one of the EZ's and sent it in for the safety mod. I had not had any problem with mine, but was sent a return label pronto, and Smith had my pistol in their possession for a total of nine working days. NO complaints from me!
Skip

 

[rwsmith]

Coupla things...

First congrats for reading the manual and catching the issue right away.

I've got half a dozen S&Ws and about half dozen other brands of pistols. I had a Kel Tec with an old problem and the factory fixed it in good turnaround time.

I had a Shield with what I thought was a chamber issue. They didn't tell me if anything was wrong, just put a new barrel in and sent it back in about 10 days.

I just sent my 686 no dash in for the recall work (that's been in effect for about 35 years) about a week and a half ago and it's supposed to be delivered tomorrow.

USUALLY warranty work is turned around pretty quickly, repairs not under warranty take longer. So I'm surprised that they haven't expedited your repair. Unless, like you say, they are up to their ears in warranty work.

As far as their process for returns, it has worked for me. I believe that the fact that it is a gun being shipped restricts how it is handled. Also, clothes don't have to be repaired, just refunded or exchanged.

I'm also not sure how many S&W authorized centers there are in the country and if there are any, they aren't convenient to most people. I like the idea of having authorized service centers but it seems that S&W wants to handle their own repairs and in these days of liabilities, I can see their point.

 

[swsig]

I would suggest you call S&W before you mail them anything...from my own experience, they will not sell or give you a striker (unless that has changed in the past year, since I last called them.) They will send you a shipping label, and repair your gun for free.

What you choose to do is up to you, of course...but I strongly encourage you to call CS first.

Good advice. Last summer, when my trusty M&P 40c developed a light strike problem as it approached 10,000 rounds, I called customer service, and they promptly sent me a new striker. I guess they figured that if I'd put 10,000 rounds through it, I would know how to install a striker. In truth, I'd never even touched the striker, but I followed one of the videos posted on the Forum, and it was quite easy to do.

 

[Hunter991]

Don't feel bad, I lost my XDS for almost 10 weeks during that recall.

 

[skipper49]

Buy a Colt(which I love) and send it in for warranty work. Return time is often many months. It'll make you want to kiss S&W on the mouth!

Skip

 

[GKC]

Good advice. Last summer, when my trusty M&P 40c developed a light strike problem as it approached 10,000 rounds, I called customer service, and they promptly sent me a new striker. I guess they figured that if I'd put 10,000 rounds through it, I would know how to install a striker. In truth, I'd never even touched the striker, but I followed one of the videos posted on the Forum, and it was quite easy to do.

I have heard (or more accurately, read) others on this forum say that they have called back several times and gotten different reps, until one gives them a striker (or whatever part they want.) I don't know if it's just me and my luck, but I tried that...called a few times, talked to different reps...and got the same "no" each time. They were polite, and helpful, but still no. I even brushed my teeth before I called...didn't help. At least I got that out of the way for the month.

 

[wilford]

s&w fixed my screw up paid postage both ways no charge for repair took 3 weeks GREAT SERVICE

 

[swsig]

I have heard (or more accurately, read) others on this forum say that they have called back several times and gotten different reps, until one gives them a striker (or whatever part they want.) I don't know if it's just me and my luck, but I tried that...called a few times, talked to different reps...and got the same "no" each time. They were polite, and helpful, but still no. I even brushed my teeth before I called...didn't help. At least I got that out of the way for the month.

The irony of it all is that while my new striker did greatly reduce my 40c's light strike problem, it did not completely cure it, so I had to send it back anyway. S&W gave it a complete overhaul. They replaced the entire trigger mechanism, the striker block, the slide stop, the locking block, and the recoil spring assembly (all free, of course). That cured it. Turnaround was three weeks. That was great customer service IMHO. But it was a good news/bad news situation. The good news: I had a brand-new perfectly functioning M&P trigger mechanism. The bad news: I had a brand-new perfectly functioning unsmooth M&P trigger mechanism. Oh, well, beggars can't be choosers. But I'm smoothing it out the fun way: I'm shooting the heck out of it.