S&W has the worst customer service i have ever seen

[parkerdanny16]

I sent my 642 in for repairs because the cylinder was getting stuck. About a week later I get a call that i need a ffl because my frame had to be replaced okay i go to my local shop and he faxes it no problem, i call them the next day and they said they didn't receive it so i repeat the process call the next day same answer, Im on the fourth day now two separate ffLs have faxed them multiple times each and still nothing. The last call after i was told to try again tomorrow i ask what was wrong with the revolver that was causing the issue the customer service reps answer was "well there was obviously something wrong or you wouldn't have sent it in now would you" Then he said they had to replace the paw nothing about the frame. Last time i checked a paw was not a serial numbered part. So im stuck with no gun, no answers on how to get it back and on top of it their customer service is very rude. So as much as i like Smiths i highly doubt i will be purchasing anything else from them. Any suggestions on what I should do next to get my gun back?

 

[Hillbilly77]

I'm sorry you're having such a rough time.
Every time I've talked to them (was just on the phone with them yesterday) I've had great luck.
Could you have your FFL call in the info?
I also know that you only have until Friday to get an answer because they shut down for a week for Christmas and they won't be back until 1/2/13.
I'm hoping my gun is done by then so I get it back next week.

 

[jaymoore]

What in the wide, wide world of sports is a "paw"? At least as pertains to a S&W revolver...

US post office seems a viable option to send an FFL if the old fax thing isn't working.

 

[scooter123]

You certainly are not helping the process, especially if you're exhibiting a similar attitude with S&W's customer service representatives. Suggestions.

1) Get the name of the customer service representative and their direct internal extension. If they don't want to give you this information insist on talking to a superior but do it politely. What you want is someone who will "own" this issue and follow up properly instead of handing it off to the "system".

2) They are replacing your gun because the frame was found to be cracked, a common issue with the alloy frames. That is actually a sign of great Customer Service, most makers would have not done this without at extensive and drawn out battle. Your FFL won't be making a dime on this transfer unless you actually pay him for the transfer. If he is doing it for free you can sort of expect that he might have been a bit "slow" in faxing in his paperwork. If so an offer of 35 or 40 dollars might get him moving a bit faster.

3) This is the "silly season" so it's quite likely that people at S&W are a bit distracted and looking forward to the holiday instead of addressing your problem. Got some bad news about this particular issue, it happens every year and I don't know of any solution. It's why I avoid doing anything critical around the holiday that involves someone other than myself. Yeah, I'm a cynic, however it's because I've learned the hard way that most people take Stupid Pills or something this time of year.

 

[murphydog]

I think the OP meant "pawl", not paw, although his 642 may seem a bit of a dog at this point...

I would suggest contacting CS again and speaking with a supervisor, and documenting with whom you spoke and what was said. Sorry for your troubles.

 

[Stainz]

The pawl, also called a 'hand', may have damaged the channel it exits the frame through, thus the need for a new frame. New frame means a new s/n and it must then be transferred to you via a valid FFL holder. Be consistent and kind on the phone - remember, you are talking to 'yankees' - and they just sound brisk - especially to southerners. Good luck... and Merry Christmas!

Stainz

PS While I have lived in Alabama for quite a while, I was born and raised in Brooklyn, NY - and, yes, that makes me, for all of eternity, a 'yankee'!

 

[NFrameFred]

Sometimes customer service departments do just suck. It's usually because they're underfunded and under staffed, which is par for the course for a firm that would produce sub-standard goods - if they won't put money in quality control and inspection before shipment, they sure aren't going to "waste" money after the fact with a well staffed service repair cadre.

On the other hand, for a firm like S&W that does and has traditionally offered quality goods, it can be that precisely because they have a larger staff sometimes things don't happen as quickly or stuff occasionally falls through the cracks in a busy department. And someone calling about their problem cares not that 15 others may be ahead of him - he wants his fixed . . . now. And when he doesn't get satisfaction now, . . . well the "customer service sucks".

I don't have a dog in the fight and I'm not glossing over the QC problems that the new materials and manufacturing technologies have apparently caused for a lot of the S&W's leaving the plant these days. But I'd just try to remember what time if the year it is, that I'm not the only one on the planet with problems, and maybe, just maybe, the gremlins in the fax system are biting me in the butt as they are so often wont to do. A single misplaced digit in the phone number, a crossed up system, a fax number for another floor . . . I used to deal with it all the time - one reason this old guy appreciates email and scanners.

 

[jaymoore]

It's no wonder I'm not "the" service department for a firearms manufacturer anymore. (Nor for a long time...)

 

[ladder13]

Try calling the cable company, telephone company or Sirius

 

[dblock020]

I messed up my rear sight on my shield and they sent me a new rear sight at no cost and free shipping.

 

[bassetman1974]

My biggest gripe with S&W customer service is waiting on hold up to a half hour to actually talk to a live person. Unfortunately this has become the trend in the shooting industry. Kimber service is fantastic! They answer the phone on the third ring, and if you even hint that you have problem you're instantly talking to a guy in the shop. Remington/Marlin on the other hand couldn't get any worse. I've been waiting for an extractor that they forgot to install on a new Marlin1894.
After two years and countless phone calls, they sent me an ejector instead.

 

[gumpys]

I sent my 642 in for repairs because the cylinder was getting stuck. About a week later I get a call that i need a ffl because my frame had to be replaced okay i go to my local shop and he faxes it no problem, i call them the next day and they said they didn't receive it so i repeat the process call the next day same answer, Im on the fourth day now two separate ffLs have faxed them multiple times each and still nothing. The last call after i was told to try again tomorrow i ask what was wrong with the revolver that was causing the issue the customer service reps answer was "well there was obviously something wrong or you wouldn't have sent it in now would you" Then he said they had to replace the paw nothing about the frame. Last time i checked a paw was not a serial numbered part. So im stuck with no gun, no answers on how to get it back and on top of it their customer service is very rude. So as much as i like Smiths i highly doubt i will be purchasing anything else from them. Any suggestions on what I should do next to get my gun back?

Well right off the bat sounds like the person who called you did not know squat, why would you need to fax a FFL, if you are the owner of the gun they just mail it directly back to your house ???

Eric

 

[Imaposer]

Well right off the bat sounds like the person who called you did not know squat, why would you need to fax a FFL, if you are the owner of the gun they just mail it directly back to your house ???

Eric

Because they replaced the frame, will have a new SN, and therefore will need to be transferred through an FFL.

 

[dlbx2]

S&W customer service

I sent my 642 in for repairs because the cylinder was getting stuck. About a week later I get a call that i need a ffl because my frame had to be replaced okay i go to my local shop and he faxes it no problem, i call them the next day and they said they didn't receive it so i repeat the process call the next day same answer, Im on the fourth day now two separate ffLs have faxed them multiple times each and still nothing. The last call after i was told to try again tomorrow i ask what was wrong with the revolver that was causing the issue the customer service reps answer was "well there was obviously something wrong or you wouldn't have sent it in now would you" Then he said they had to replace the paw nothing about the frame. Last time i checked a paw was not a serial numbered part. So im stuck with no gun, no answers on how to get it back and on top of it their customer service is very rude. So as much as i like Smiths i highly doubt i will be purchasing anything else from them. Any suggestions on what I should do next to get my gun back?

You aren't by yourself!

http://smith-wessonforum.com/s-w-re...er-lock-up-question-gunsmith-todays-post.html
DLB

 

[nosreme]

I've sent 5 revolvers to them over the past 8 months for varing degrees of gunsmithing. The last 2 came back last week. I've found them to be unfailingly superb, with terrific communication and flawless work. In one case they went so far above and beyond that I still can't believe how fortunate I was. There is no doubt in my mind that that's their norm.

 

[mr-mom]

I talked to S&W customer service twice this week, regarding a possible recall issue on a 3" 624 I acquired recently. Found the staff I talked to extremely polite, they set my mind at ease and addressed the questions to my satisfaction and even furnished me with additional information on this particular serial number gun. Got a lot of background info on my weapon, stuff I had not even asked for! I'm a happy camper.
Merry Christmas everyone!
Dave

 

[luangtom]

I, too, am quite satisfied with S&W and their Customer-Service. I have a M&P340 that had a loose-barrel. They were informed, immediately sent me a shipping-label and a week and a half later I had my firearm delivered to my door. Zero complaints from me. Oh, maybe they heard this Yankee-accent with my Dixie address.......

 

[shawn mccarver]

I think the OP meant "pawl", not paw, although his 642 may seem a bit of a dog at this point...

I would suggest contacting CS again and speaking with a supervisor, and documenting with whom you spoke and what was said. Sorry for your troubles.

I know quite a few S&W people have gone over to Ruger, so I would expect that Ruger Customer Service now says "hand" instead of "pawl," but I did not know Ruger people were flocking to S&W, so I am fairly shocked to hear an S&W Customer Service Rep using the word "paw" or 'pawl."

A really fast way to get them the FFL is to e-mail a signed copy. That is now legal.

 

[Shamrock]

Glad to hear your problems are being addressed, and that you are satisfied with the way it is being handled. Good luck with your "like new" 642 when you get her back.