S&W not doing repairs

I bought it for my wife for x-mas . She called them and told them what was broke they said no problem send it in. She did at first of year and has got the runaround ever since. So I called them last week and ask them what the hold up was .They say get back to you tomorrow. Following day they call and say hey gun is done confirm your physical address. Come Tuesday no gun so wife calls again . She gets e-mail bill.
 
But why not pursue good communication???????????? At least an email or text. No-it can be so difficult to get a straight, consistent answer from them that we are left to "speculate" here on the forum. I remember having some work done sometime back before these issues got as bad as they are now. I just decided to do everything by email so I could continue a dialogue with the same individual at S&W. We went back and forth several times with questions and clarifications I needed. It went well in that case, but it was several years ago. As stated-Ruger has always been tops in my book. I remember sending a Mark II back that was probably 25 yrs old at the time back to them with ejector problems (beau coup rounds out'a this great gun) and they basically just went through the whole gun, no charge. Another time I sent and old Super Black hawk back that had some really ugly grips on it, and when I got it back, it had a new pair, nothing I had asked for. Now, the place where they draw the line is when the gun has obviously been abused-and I can't fault them for That!
 
"QUOTE=happydude;I bought it for my wife for x-mas."

My friend, I think you meant to say Christmas. Hope you find a way to get your gun fixed. Like you I think guns make a great Christmas gift, especially when someone gives me one.
 
happydude said:
Long story short sent a 3rd gen smith in for repair has safety issues. Three months later they are shipping the gun back not repaired with the parts to supposedly fix it? Talk about some liability issues...
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I talked to CS at Smith and was told on the 3rd Gen Smiths if I was the 1st owner repairs would be covered under there warranty, other than that they would check the gun see what parts are needed and contact me with a repair cost , I must assume at that point I would need to place the charges on my credit card prior to any work is started on my gun , Sounds to me like there is a lot more going on here than whats in your post
 
It's just the trend in business these days . When my Harley got past 15yrs old my local ( at that time ) Harley shop told me take it elsewhere to be worked on . Later when I decided to sell it , they weren't interested in buying it , said they had no one w/experience to work on it . It was a 1990- Softail Custom , in immaculate shape .
 
cowboy4evr said:
It's just the trend in business these days . When my Harley got past 15yrs old my local ( at that time ) Harley shop told me take it elsewhere to be worked on . Later when I decided to sell it , they weren't interested in buying it , said they had no one w/experience to work on it . It was a 1990- Softail Custom , in immaculate shape .
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I think you hit the nail on the head. It's the times we live in. Somebody figured out its costs to support the older stuff and made a calculation it's not worth it.

While the official policy at Smith may be lifetime to the original owner, the out for Smith is they won't have the parts or expertise to do the work.

I apologize I'm just venting a little. I'm a long time Smith customer and maybe I'm more disappointed in them than anything else.

I am not specifically referring to the original posters case as it's hard to tell what actually happened there.
 
HOWEVER... if S&W were to "adopt" Ruger's customer care style and reputation... from day one through tomorrow, this would be the best thing that ever happened to S&W customer service, Bro.
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There was a time when Smith & Wesson operated under an entirely different philosophy and it wasn't so long ago either. My first Smith was a Model 57 No-Dash. After a few hundred rounds, it developed gas cutting on the top strap. At the time, their service department removed the barrel, laid steel into the top strap by welding, refinished the frame, re-installed the barrel and returned the revolver-as a warranty repair. Smith & Wesson has always sold most repair parts on the consumer level. This is something they seem to be moving away from-mostly for product liability reasons I assume. It's my understanding that Ruger has never sold repair parts "over the counter". So now S&W should mirror Ruger as an upgrade to their former service policies? NOT HARDLY IMO!

Bruce

P.S. Newer S&W products offer a lifetime warranty to original owners. It's also my understanding that Ruger has no written warranty policy other than what is mandated by Federal and State laws. So essentially many "warranty" repairs could be at Ruger's discretion-which could either be good or bad.
 
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I traded a pretty beat up 5946 for a Gen 2 Glock 19. I noticed the plastic frame rails were cracked or broken off completely in most spots. I emailed Glock and he asked for pics. After the pics he said better send it back.


They got it on March 1st for a cost to me of $19.15. On the 10th I got a call telling me the frame was no good and if I would like they would replace the frame under warranty but I would have a new serial number in addition to 2 different numbers on the slide and original barrel. Or I could pay $180 plus tax for my choice of any 9mm, or 40 glock minus the longslides. I chose the swap and I got it back from them last Thursday. I got a 2012 frame, 2004 slide, and an original 1989 barrel. I also got the old trigger group for who knows why?


I was never the original owner, but was amazed by the customer service I got. I'm sure S&W sees this forum and knows the demand for 3rd gen smiths. I just wish they would all be on the same page when we call looking for parts or whatnot. I have gotten multiple answers to my question in the course of 1hr and several different reps.
 
There is no way that S&W sees this forum. And the small rabid bunch of us make up not even a crumb of the buying market. Regularly visit any all-encompassing gun forum and you will find that 3rd Gen chatter (let alone 1-2 Gens) is a rarity. Heck, even on this site we have more activity in the open forum for yelling jokes and talking about cars or complaining about movies than we have discussion on 3rd Gens.
 
BruceM said:
...It's my understanding that Ruger has never sold repair parts "over the counter"...
...It's also my understanding that Ruger has no written warranty policy other than what is mandated by Federal and State laws. So essentially many "warranty" repairs could be at Ruger's discretion-which could either be good or bad.
Click to expand...

Ruger does offer most parts for sale at the consumer level. It is just a few major parts (barrel, cylinder, bolt, etc) that you need to send the gun in for. Yes, Ruger has no 'official' written warranty. But most Ruger owners report excellent service when sending their guns in for repair.
 
It is frustrating to hear that s&w is taking this route with things and it will hurt them as a company. There is a reason that glock is the firearms empire that they are. You could send them a 1987 first gen pistol for service and they would take care of it.
 
I'm not sure why S&W's inability or unwillingness to work on 3rd Gen and older handguns is such a surprise. S&W told us years ago that they were no longer going to stock parts and service would be spotty.
I'm not a hater. I *just* bought a like-new 3953, because I like 3953s, but I did it understanding that I'm pretty much on my own for parts or service. That's also why I haven't gotten rid of my Glock pistols. ;)
 
malph said:
Yep. This is the new Smith. It's pretty clear they don't want to support the older stuff anymore. They'd much rather you trade in that old 3913 for a new M&P. I'm almost afraid to send them any of my guns (say a 952) for fear they will keep it and replace it with a plastic M&P or mimmed out new 686.
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Well, at least Smith & Wesson is still refinishing the 3rd gen's. Sent them a scratched up 4506. Guy had tried to polish the flats. Otherwise, shoots like a dream.

Sent it to them and 2.5 months later, and got back a factory new looking 4506!

Guess gun refinishing is different than gunsmithing? But you have to disassemble the gun to refinish it. So why not "swap" out parts from customers????
 
Seems like a good argument for learning how to do basic work yourself on these 3rd Gens. Parts are still being made and readily available, just ordered some from S&W a few months ago and Midway is pretty stocked up.
 
I sold my 5906 because of this.
I do regret selling it. I want to replace it.
It kinda makes me not want to buy anything else but I can see their point.
But they are not like they used to be. Maybe most of them are like this.
Not a glock fanboy but their CS was pretty good when I called them.
Anyway I am hoping I don't need anything other than a spring when I decide to get another 5906
 
I tried to send Model 28 into the shop three years ago. S&W said it was to old to work on... so I sold it off.

When I bought my FS M&P45, I was under the impression that it was a DA only pistol, similar to the trigger on my DAO 4586. Wow, was I ever disappointed. Last month I asked S&W if they could install a thumb safety for me. I don't care for the combination of a light trigger without a safety. The hinged plastic trigger may satisfy lawyers, but not me.

"Dear Customer,
Adding safetys to guns that came without safetys is not a service we provide here at the factory. If your experiencing a defect with your trigger i would recommend to have the gun sent in to be evaluated."

I'll probably end up selling the M&P45 too.
 
Wow. Not sure what is going on in your case, but I have several 3rd gens including a mint 5906 that I've probably put 2000 rounds through. A month ago or so the extractor tip broke off. I called S&W and in 5 minutes had a pre-paid return label sent to me by email. Boxed it up and sent it in. Less than 2 weeks later it came back by FedEx fixed. Looks like they went over it pretty well.
 
^and ANOTHER perfect example of the absolutely mixed bag of experiences folks have with S&W customer service.

Can be amazing, as posted above very clearly. Can be entirely underwhelming, as we have seen far too many times.

This is well established. Seems like this is just how it's likely to be. It's the phone call lottery, never know what you will get with them.
 
familyman357 said:
I'm not sure why S&W's inability or unwillingness to work on 3rd Gen and older handguns is such a surprise. S&W told us years ago that they were no longer going to stock parts and service would be spotty.
I'm not a hater. I *just* bought a like-new 3953, because I like 3953s, but I did it understanding that I'm pretty much on my own for parts or service. That's also why I haven't gotten rid of my Glock pistols. ;)
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It's the forum version of Whack a Mole. Every other week someone posts about an issue with a 3rd Gen and the gamers play Whack a S&W. :D
 
I just hope they fix the dangerous trigger on my SW22 Victory before they move on...
 
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