S&W Customer Service??

[M&PMark]

Just checking if this is customary.

Frankly I've purchased a new firearm and found it to be defective "out of the box."

My M&P 45 SHIELD shock.

I have had tech equipment show up with defects, and the manufacturer sent UPS to pick it up and take it back, and offer a refund immediately. I've had 24-48 hr. turnarounds on Warranty repairs for PCs. I've returned clothing no questions asked.
I'm not a pain in the butt, just every consumer occasionally finds the things they purchased don't work the way they are supposed to.

I own a half dozen firearms, all purchased new, and used them all quite extensively, and problem free. This is the first time I've had to have any dealings with any firearms company customer service, so excuse me if I am out of line.

I read the Safety & Instruction manual and got to a big RED exclamation point "warning: Verify that the firing pin is not protruding from the breech face.:

I look inside the at the breech face and lo and behold the firing pin is protruding.

So I call S&W customer service and they ask me to rack the slide. That done, the firing pin is still protruding. So the CS person emails me an RMA label and I trot the package over to FEDEX and drop it off.

I track the package and see that it arrived at S&W 2 two days later. I wait another two days and thought I'd get some kind of an estimate on when I might see my brand new out of the box unused firearm again.
So I call Customer Service.
That's when I get the shock.

They must be up to there knees in returns of the 380EZ, to the extent that things seem to be breaking down in the system.
They tell me that because of the 380EZ issue, I'll have to wait 5-6 WEEKS before I can think about seeing my 45 again.

I get how that might be a very good excuse to offer sheeple, because it works for sheeple.
I asked, how their problem with the 380EZ, requires me to be inconvenienced?

Why didn't they tell me to just take it to an authorized local gunsmith, why don't they just apologize and send a new firearm to my FFL and bite the bullet?(no pun intended)

Am I nuts for thinking that the Service in Customer Service actually means anything to those over at Smith & Wesson?

or am I nuts for buying a Smith & Wesson product these days, in the first place?

I went a bit further up the chain of command at CS, and got a commitment from someone that if I called in a week, they would see if they could get my case expedited.

OK...just not a good answer.

 

[lhump1961]

I know it is frustrating to be disappointed with a new purchase but it seems to me they were up front about estimated turn around time. It's unfortunate your timing fell into a recall period with the 380EZ but EVERY gun company has seen this at one time or another. When Ruger recalled the Mark IV I was told not to even ship it until they notified me they were ready for it due to the back log. They got to it eventually and fixed it and I feel they did the best they could. I have used several gun companies customer service and Smith has always been on the high side of the curve in my experience. We would all like instant gratification but that's not reality most of the time.

If any gun company spent the extra time it would take to insure every gun that went out was perfect then we would complain about the extra cost passed on to the consumer. Most guns today are assembled, fired once or twice then boxed and shipped...this is why they are less expensive. If you want to pay for hand tuned custom guns then go talk to Les Baer or Ed Brown and they will gladly help you with that for a couple thousand dollars minimum!

Smith makes guns that are as good as anyone else and better than most and will take care of you given the chance. I have 6 M&P's that have all been very good.

edit: The warranty is for them to do service and not a gunsmith who may or may not be qualified. Can't expect them to warranty someone else's work,

 

[FloridaS&W]

I'm so glad I didn't have that problem, because my Shield 45 is an awesome gun and I would hate to be without it for 5 weeks, lol. Hope ya get it sorted out.

 

[Groundhog34]

I sent a Shield PC 45 to S&W 3 months ago for a problem with the trigger not re setting. They kept the gun 2 months returned it saying "sights replaced". I took it out shot it and of course the trigger failed to re set. Back to S&W. Today I called and was told the gun was waiting for gunsmith. It has been for 2 weeks, not counting the week for shipping and receiving. I was told the turnaround time was 4 to 6 weeks meaning it will be 2+ months for me to see my pistol. This is the second visit to the repair facility for the same problem. 2 months, is this bad customer service? I think so.

 

[Funflyer]

Why not remove the striker assembly and have a look. It's a very simple procedure which can be found all over youtube. Chances are there's something minor causing the FP to protrude, like a boogered up spring or some debris left from the machining/assembly processes (it happens). If you find something with the striker then S&W would probably just send you a new assembly and save you all the time and aggravation.

 

[Bard4jeff]

Never had a problem with a s&w. When I did need something, like safety delete parts, recoil springs etc... got them in about a week no questions asked. I know it's frustrating but I have had problems with Remington and glock and 6 weeks didn't even hit he half way mark for Remington on a 1911 that would not run out of the box at all(try 5 months to get a replacement). Glock was about the same as s&w, 5 weeks.

With massed produced weapons and you buy enough it's going to happen.
I know it's frustrating, been there but they will make it right. It might have been as simple as a dirty striker channel or then again could have been a burr or out of spec part. Who knows.
Hang in there.


Sent from my iPhone using Tapatalk

 

[MichiganScott]

Another one post drive by troll. Posted at 1:07PM and signed off at 1:08PM and hasn't returned since.

The third S&W pistol I bought was a 29-2 in 1977. The red ramp insert had a chip, so it was sent back. During the return to me it was stolen from UPS. Between S&W, UPS, and Williams Gunsight arguing about who would reimburse me, I did not receive my new pistol for almost 1 year.

In the last 40 years since this incident, I've bought and sold so many more S&W's that I've lost count. You sometimes simply have to be patient and let the situation work it's way to conclusion.

We get used to next day delivery, instant messaging, email, video games, and other forms of instant gratification. Maybe life was better when we had to use snail mail and everything moved slower.

 

[weaselfir]

Why didn't they tell me to just take it to an authorized local gunsmith, why don't they just apologize and send a new firearm to my FFL and bite the bullet?(no pun intended)

They did tell you to take it to an authorized gunsmith. They even sent you the label. In the US, there is only one warranty center.

Why should they send you a brand new firearm for a simple repair? Did you buy a no questions asked replacement policy?

Yes, you are crazy for thinking that any manufacturer is exactly like another manufacturer of a totally different product. And no, you don't have to wait weeks for the gun to come back from S&W. You are always free to take the gun to a local gunsmith.

Next time, buy it through Gallery of Guns and get their warranty.

Jeff

 

[clarkstoncz]

I'm sorry to hear that the .45 Shelds are having problems.

Mine has ran 100% with the limited amount of ammo I've put through it.

That Said:

As far as S&W customer service?

I've only used them once.

The trigger borke on my M&P Compact .357 SIG.

They were very quick to fix it, and send it back to me.

.357 SIG had dried up by then and other than my preferred Double Tap ammo for defesnsive loads (still is) the practie ammo was either unavailble or $60 a box for winchester white box.

We dumped all of .357 SIGs and went back to CZ and Glocks in 9mm
and .45 ACP.

Well. I've purchased a few more M&Ps and an couple revolvers since then.

No problems to report on how they ran, so no more interaction with their CS.

Last year. S&W (like others) began their rebate season.

I thought the Performance Center .45 SHIELd might be nice to carry
in IWB and my fanny pack for the summer and fall.

I wish that I could tell you that their rebate process ran as well as my pistol did/does.

For starters, they rely on another company to process the rebates

Despite my 35 emails to them and 23 to Milano, (not Italy) they denied my rebate.

I submitted copies of my online purchase with the name, date dealer, ect.

Also pics of the actual gun, and other documentation.

That fact that becuase I live in an "other state" they denied my cash rebate. Instead they were going to send me 2 free .45 Shield mags..
which I could have used. A mag loader, that you guys on here say is
****.. and some highly vaunted, .45 Caliber Hornady ammo.

No higly vaunted by me, as I only carry Double Tap, so I was going to give the loader to the trash and the ammo to my buddy,.

Well, that's my summer rebate story...and S&W BS, I mean CS.

 

[FloridaS&W]

I've only had to use S&W customer service once, and I found it very easy to get someone on the phone almost immediately, who then offered to solve my problem without hesitation. They even paid for overnight shipping which was a total surprise. Oh, and I got my rebate without any problems too.

 

[1stgarand]

I think, unfortunately, like all manufactured products with millions sold, there may be some that are just defective. Guns, and ammo. Not saying that is what this was, just saying it happens. Just bad when someone gets injured. I will continue to shoot my Sport II, as it has been flawless so far.

 

[GKC]

If you find something with the striker then S&W would probably just send you a new assembly and save you all the time and aggravation.

They used to do that, but they aren't anymore...at least not the last time I checked, and based on several other threads here. I called to request a spare striker, as I had done in years past with other pistols...and I got those. This time, though, the CS rep said they were no longer providing the parts they didn't consider user serviceable, due to liability issues. They were perfectly willing to send me a shipping label, replace the striker, and return the gun to me at their expense...should I need it.

In today's litigious society, when we see large cash awards being given to people who can't comprehend that coffee is hot, I can't blame a company for trying to protect itself. Since they are willing to fix a problem (should I have one) at their own expense, it's hard for me to complain.

There are other makers whose service is abysmal, and wait times of six months or many times six months are common. I don't think S&W has anything to be ashamed of, nor do we have anything to complain about in general. Some individual issues may arise, as happens with any company, but on the whole I think S&W does an admirable job.

 

[swsig]

There is a lesson to be learned here: Field strip your new gun and inspect it for defects before you pay for it. If you find a defect, the dealer/FFL can return it and you can get a good one without such a long wait. Once you fork over your money and take possession, you're at the mercy of the manufacturer as to how soon you can get it fixed.

I learned this lesson with my Shield 9 three years ago. It came with a defective recoil spring assembly, and it took me over three months to get a good one. I was able to use the Shield during that time, but it had way too many FTEs to allow me to enjoy it. Ever since then, for any new gun I purchase, I go to the relevant owners' forum and look for problems to be aware of. If I decide to buy, I download the owner's manual to learn about other potential issues (like protruding firing pins), and how to do a field strip. When I go to pick it up, I take it down and inspect it before I pay.

FFLs should have no objection to a field strip because they don't own the gun. Dealers may be more wary, in which case, you should ask them to field strip it for you, and tell them what potential problems you're looking for. If they refuse, shop elsewhere.

I've made two gun purchases since my Shield 9. One was through an FFL, the other at the dealer. Both let me do a field strip and thorough examination, and fortunately, both were fine. So give it a try, you'll have nothing to lose but the aggravation.

 

[GKC]

I've made two gun purchases since my Shield 9. One was through an FFL, the other at the dealer. Both let me do a field strip and thorough examination, and fortunately, both were fine. So give it a try, you'll have nothing to lose but the aggravation.

You must not be buying anything at Academy Sports then...they won't even let you dry fire a gun there. Once, a clerk there tried to tell me it was Texas law that I had to give him my driver's license before I could even hold a gun. Some of the stuff that I've heard clerks there say to obviously inexperienced gun buyers is unbelievable.

 

[angryelf22]

I asked, how their problem with the 380EZ, requires me to be inconvenienced?

Why didn't they tell me to just take it to an authorized local gunsmith, why don't they just apologize and send a new firearm to my FFL and bite the bullet?(no pun intended)

Am I nuts for thinking that the Service in Customer Service actually means anything to those over at Smith & Wesson?

or am I nuts for buying a Smith & Wesson product these days, in the first place?

As someone who works for a manufacturer of a product in a different industry, I have some experience with this. Their 380EZ problem causes you more inconvenience than normal because they currently have a lot more work to do, and the same amount of people to do it with, plain and simple. It sucks, but it is what it is.

They didn't tell you to take it somewhere else because it is their responsibility to fix it and they are accepting this responsibility. They aren't going to just ship you a new one because they A. can probably fix the one you have and B. because they need to actually look at the item in question to make sure you didn't do anything to it that would void the warranty. They can't reasonably take your word for it...there are a lot of folks who would take advantage of them if they did.

I think they are doing the best they can given the circumstances. I am sending in a gun for warranty work this week (cosmetic not mechanical), and they also told me 6 weeks. I get it, so I'm not all that upset. It stinks being without your gun for that long, but think about it this way, you get it repaired for free by the manufacturer but it takes 6 weeks. OR you pay for repairs at a gunsmith and it takes a week.

I've had several other dealings with S&W customer service for frame plugs, parts questions, a different warranty return for a machining gouge in the rifling of the barrel in my 9c, etc. and each time they have been friendly, knowledgeable, and helpful. Head and shoulders above some other manufacturers. I don't have a bad thing to say about their CS!

 

[SATX]

It's no different than a vehicle recall for a safety issue when you're told that they no replacement parts and they will notify you when the part is in, with no ETA and it could be weeks or months down the road.

 

[swsig]

You must not be buying anything at Academy Sports then...

You got that right. Actually, I buy stuff there, but not guns. My range is my FFL, and they know me well. And I'm fortunate that Grab-A-Gun is my LGS. Neither has a problem with me field stripping my purchase before taking possession.

 

[GKC]

You got that right. Actually, I buy stuff there, but not guns. My range is my FFL, and they know me well. And I'm fortunate that Grab-A-Gun is my LGS. Neither has a problem with me field stripping my purchase before taking possession.

I have bought a few guns there, mainly the various SDVEs that I've owned...at last count, about 7 of them (and I don't currently own even one now.) Academy's price was a lot cheaper than any of the local shops. I had three LGS that I dealt with, where we used to live. We moved about a year and a half ago, when my wife's mother died (to take care of her 91 year old stepfather) and the two shops where we currently live aren't nearly as good to deal with as were the shops where we used to live.

 

[S&W Rover]

I think S&W C/S is okay on this one. And, this is a good reason to have more than one gun: sometimes it takes time to get them fixed.

But I really like the suggestion to take the striker assembly out and take a look at it. And look at the small hole in the breech face for the striker. Between these two items, one of them is probably the problem. If the striker assembly looks to be bad, mail it back to S&W and ask for a replacement (you could call and ask for a new one, but they might balk; or you could buy one from Midway/Brownell's for around $30). I've always had good luck sending in a broken part and being rewarded by them sending me a replacement -- for free -- by return mail.

 

[GKC]

But I really like the suggestion to take the striker assembly out and take a look at it. And look at the small hole in the breech face for the striker. Between these two items, one of them is probably the problem. If the striker assembly looks to be bad, mail it back to S&W and ask for a replacement (you could call and ask for a new one, but they might balk; or you could buy one from Midway/Brownell's for around $30). I've always had good luck sending in a broken part and being rewarded by them sending me a replacement -- for free -- by return mail.

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.