S&W great customer service

[rtbaron]

Returned a new S&W 627 PC for repair. Had trouble with the cylinder release lever and spent shells getting stuck in the cylinder after firing.

S&W had a turn around time of 8 working days. Repaired the yoke, replaced the bolt and replaced the cylinder.

Very happy with their service....will try it out at the range and hopefully all goes well.

Thanks S&W

 

[silvershot]

Same experience with the few times I used S&W repair services. 1-2 week turnaround.
But as for their online store, you can wait up to a month or more for parts and accessories to arrive, even ones that are in stock. Especially now with their big move into a new building.

 

[joel0711]

642 sent to s&w first of august---- i know factory is closed for a couple of weeks--- but still waiting--- got one message from a lady that said she would be handling my repair----- sent message last week inquiring on status--- still waiting on a reply or a box to arrive...

 

[ohiojerry]

Glad they fixed it quick but I would be ticked about having to return a new gun, particularly from the Performance Center. Maybe if more effort were put into Quality Control the need for customer service would lessen.

 

[JakePadilla]

Unfortunately I recently had a poor experience with the Customer Service Department at S&W. I waited about 45 days for them to respond to my request for a RMA and FedEx label to send my S&W Walther PPK 380 involved with the 2009 recall notice. Finally received the FedEx label, sent my gun to S&W and a week later it was returned to me with a letter directing me send my gun to directly to Walther Arm's service department.

Why did S&W acknowledge my gun is involved with the recall, send me a FEDEx label to return the gun directly to them and then turnaround telling me to send directly to Walther? The S&W website instructs gun owners to send the PPK directly to them. Waste of time. I am disappointed with S&W.

 

[silvershot]

Glad they fixed it quick but I would be ticked about having to return a new gun, particularly from the Performance Center. Maybe if more effort were put into Quality Control the need for customer service would lessen.

There seems to be a decent amount of issues with the performance center revolvers.

 

[rtbaron]

I was also thinking about a trigger job on my 686 plus. However, after talking to the rep., I was told that a 8 to 9 month wait was normal at this time. Forget it....

 

[mcca4343]

I have also had bad luck with their customer service department. 2 weeks to respond to an email and 30 minutes to wait for someone to tell you that they cannot look up a ticket number is unacceptable. I am very disappointed. Seriously considering returning my S&W product simply because of this.

 

[RGMoore]

Count me disappointed

Sent my 642 in in July. The only communication I have received that was initiated by S&W was a letter saying they had received it. Several telephone calls and emails have gone unanswered and when I finally got a warm body on the telephone a couple of weeks ago, I was told "it will probably be 60-90 days more".
I realize they are overloaded but that is still no excuse for their customer service to be this horrible.