S&W service...disapointing

[canvsbk]

My new 686 ssr has some issues that need to be addressed under warranty I'm sure.
My only experience with a firearms manufacture's customer service to date has been with Springfield.
Today I began to attempt to have my 686 fixed. What a difference in the 2 companies approach to dealing with their customers. (I'm trying to remain civil here.) I would like to suggest a novel idea to the folks at S&W, perhaps some human intervention in matters that involve customers and products with problems might be in order.
Better yet - have who ever is in charge call Springfield and pretend to have a problem and see how these things are handled by human professionals.

 

[Ashlander]

Any details? What's wrong with the gun? What'd they say?

 

[OKFC05]

Warranty Repair Shipping Form - Smith & Wesson

 

[Alk8944]

Customer Service at S&W is, as a rule, one of the most responsive and liberal companies in the industry. As Ashlander touched on, what are you leaving out of the story? Did you speak with a person? Did you start out angry and begin by berating the CSR about what a *** they sold? From the tone of your post I would expect this last to be likely.

Try calling them again tomorrow and hopefully start over with another rep. There is no "begin to attempt", makes no sense anyway. Simply explain that you have a new gun that seems to have a problem, they ask what the problem is, you explain what you have observed, just that simple. Bet you that even if it is simply a cosmetic issue they will send a "Call tag" for you to return the gun, on their dime, and it will be back to you in 2-3 weeks fixed, even if they have to replace the gun!

 

[steamloco76]

I emailed S&W both times I've had warranty related issues. Received a response within a work week both times. Had a shipping label emailed the first time and sent snail mail on my most recent.

Currently they have my 17-8 and I am waiting for a reply on a replacement of its aluminum cylinder with a stainless one due to timing issues. They've only had the gun since Friday because FedEX (SUX) took five days to finally pick-up my two day return package. FedEX was "sorry" they had no express deliveries in my area in that time and a ground driver can't pick-up a two day package. Not S&W's fault-just Fed EX...

Give S&W a chance.

 

[rayban]

My first ever attempt to contact S&W CS was successful....
By the tone of the OP, I would wager that he/she has a lot of problems with "human intervention".

 

[ErnieDeBord]

cough,cough

 

[Martya]

I have had to send 2 guns back to S&W, a new M&P45 last year, and a year old 642 last month. The M&P needed a replacement trigger bar, and CS was prompt with a shipping label and turnaround time. No issues then.

On 8/11 I had sent an email with my photos and text description of my concerns about my year-old 642-2, got an email back 8/12 saying a shipping label would be on the way. 8/15 I got an email with a shipping label attached. I called FedEx and arranged for a pickup, sent the package off the next day.

Got a snail mail letter a week or so later saying they got my gun, they were busy and it could take 4-6 weeks to return. 8/31 I got a phone call from customer service, the gun had been repaired, the frame was replaced, and since that meant a new serial number which FFL did I want it shipped to.

I told them which FFL (happens to be the place I purchased it), then I emailed my GS to warn them that my gun was coming and why. 9/5 my FFL called telling me they had the gun, and I picked it up 9/8. They only charged me $5 to transfer the new serial number since I had purchased it there. Inside the shipping box was a letter from Tech Services explaining how the old frame (with old serial number) was destroyed and that it was replaced with a new frame and a new serial number.

Couldn't be happier with the whole customer service experience.

The other day I got to thinking it would be nice to have the sticky label on the original blue box replaced with the new serial number, to keep things authentic. I asked S&W customer service just that, got a reply email 2 days later that a new sticky label with the new serial number would be in the mail.

I guess if you have to return a product a year after purchase this is about how the whole process should be.

Kudos to S&W for their product support and customer service!!

 

[turbo38gn]

Thanks for sharing Marty, great story. I believe that to be the norm from CS and S&W. I own a small business and stand behind my work and product, but as can be the case, things can go wrong from time to time. I am the 1st to step up to the plate and do the right thing. Unfortunately, I have had a time or 2 when a customer was just wrong in their approach.. well, also unfortunately, I tend to respond in like fashion.... I'll leave it at that.

 

[Sportsterguy]

I sent my old no dash 57 back to the factory twice from shooting it out of time, and damaging the forcing cone once in the mid 80's and early 90's. They did me right but this was before their lifetime repair policy and totally due to me shooting the snot out of it with my heavy handloads. Cost me big bucks as I was shipping the revolver from Alaska both times. It is still shooting great and is as accurate as the day I bought it back in 76. Both times they performed a detailed inspection, cleaning and lube job free of charge. Have not had to send a revolver back to them since.

I have heard more bad than good about them as of late with their CS and the especially the newer models. The recent ("Canted Barrel") thread being one that really miffs me off. Folks actually thinking it's ok to own a crooked barrel on a high priced revolver and believing S&W's story is a major part of their problem. After reading that thread and their crappy answers I will not send a handgun their way for repairs.

Accurate, Plating and Weaponry will do any repair work that I or my good friend who's a 1911 expert cannot fix if needed. Bob Cogan and crew will do you right the first time as S&W should and stand behind his work! If S&W would adopt his companies work ethics and high standards this thread would not be here.

On S&W's side I would have them refinish a revolver if needed as they are doing a great job in that department. The revolvers I've seen worked over in the last few years have looked fantastic, including a nickel 36 and 29.

 

[HotRoderX]

I called Smith and Wesson the other day not about a warranty issue but about a Manufactures Date. The guy was extremely pleasant and helpful he even went out of his way in my opinion to help me out.

 

[TDC]

I own many S&W handguns purchased over a 40 year span of time. I have on occasion needed to return a gun to S&W for warranty service.

Twice this year I have had need for warranty service and I couldn't be happier with their responses.

As someone else mentioned, I've had no issues whatsoever with S&W but did with the FedEx 2nd day air. A very slow delivery to S&W (6 days) due to terrible east coast weather conditions was the culprit in that incident .

For me and many others I know who have long term experiences with S&W repair services the unhappiness of some others surprises me.

I would go so far as to say the personal customer services responses of the S&W employees and the quality of their work has been far better than that of any other company -- firearms or otherwise.... in my experience.

Just sayin'

 

[turbo38gn]

Thanks Terry, good response. Most guys that complain, didn't even have an issue... Now we get a few TROLLS show up and another troll that likes the trolls.. go figure.. If only the guys with the complaint would give a little info, that might add some validity to it. Seems the good storys far outweigh the vague complaints...

 

[dla]

The OP has a whopping 5 posts, pissed and moaned without providing a single detail and never followed up. Seems like a troll to me.

 

[steamloco76]

I emailed S&W both times I've had warranty related issues. Received a response within a work week both times. Had a shipping label emailed the first time and sent snail mail on my most recent.

Currently they have my 17-8 and I am waiting for a reply on a replacement of its aluminum cylinder with a stainless one due to timing issues. They've only had the gun since Friday because FedEX (SUX) took five days to finally pick-up my two day return package. FedEX was "sorry" they had no express deliveries in my area in that time and a ground driver can't pick-up a two day package. Not S&W's fault-just Fed EX...

Give S&W a chance.

FedEx dropped off my repaired 17-8 this morning! Less than two weeks turn-around time for a cylinder replacement and they also cut the forcing cone. Get an A Plus in my book.

 

[GKC]

I have had a problem with S&W customer service, that lasted almost an entire year, and wasn't resolved until I got a VP involved...then it got resolved immediately. It was unfortunate that it came to that, because it wasn't even a major issue. And yes, I contacted them repeatedly, spoke to many different people, and I was always polite. On the other hand, I have had other contacts with S&W that went extremely well, the CSRs were helpful and effective, and so on. So, on the whole, I would say S&W's service is good...but it isn't 100%, and not everyone who experiences a problem is a troll or an evil hothead. One thing S&W could do is make their managers and executives much more accessible for complaint resolution...most major companies have an executive complaint program. If S&W does, they hide it well.

Springfield's service is indeed great. Now, if you want a company to compare that will make you really like S&W, there is another Brazilian company...

 

[Gunner11]

I've sent several S&W's back for various reasons, reblueing, action work etc. Last one was a S&W 1911 that went full auto on me (broken sear). They have always been prompt and courteous. I would never hesitate to use them. Several years ago I sent them a used and very abused 2.5" 66 for a rebuild. Never did get a bill for it. Best trigger job I have.

 

[snubbiefan]

My experience has been that it depends on the rep you get. You can get a very understanding and knowledgeable person....and then you can get the newbie, or the one with a bad attitude. It's the luck of the draw. I have called on one day and been told one thing only to be told something entirely different the next day. In all cases....count to 10 before you call and don't present yourself as a complainer and you will get a lot farther. Act dumb...let them think they are gods gift to the gun world and you will get better mileage out of the deal.

E-mail doesn't seem to work nearly as well as a phone call. The last one I sent home did not come back like I expected, so I will not be sending one back unless I absolutely have to, or have a strong indication I will be receiving a replacement weapon for the one I am sending in.

 

[TDC]

My experience has been that it depends on the rep you get. <snip>

Could be..... I've had contact with a whole variety of their customer support people, never asking for a specific individual, and haven't had a problem.....

Just consider for a moment the diverse attitudes they have to deal with hour after hour. We've all seen how flaky people can be on this website as well as others. How many times do we see people blaming the gun rather than themselves for bad shooting? How many times do we see people who are downright inflammatory and arrogant in their attitude and approach?

S&W has an excellent staff and an excellent warranty. Of course there are going to be glitches along the way....

I sympathize with people who have a legitimate and provable complaint. No mechanical product is immune to problems. I don't with the people who say..."My revolver doesn't shoot good and I want S&W to make it hit the 10 ring with every shot at 50 yards for me... If you don't...or can't .... I'm going to scream to the world what a terrible product you make." or "I've been shooting my gun for over a year. It has black stuff all over it, the stuff builds up more every time I shoot it and now the cylinder won't close. I expect S&W to fix it and give it it's first cleaning while it's there. S&W should pick up the 2nd day air shipping both ways, too, because that would cost me a heck of a lot more than I'd ever want to pay...."

Just think about what a day at S&W customer service must be like....

 

[turbo38gn]

Could be..... I've had contact with a whole variety of their customer support people, never asking for a specific individual, and haven't had a problem.....

Just consider for a moment the diverse attitudes they have to deal with hour after hour. We've all seen how flaky people can be on this website as well as others. How many times do we see people blaming the gun rather than themselves for bad shooting? How many times do we see people who are downright inflammatory and arrogant in their attitude and approach?

S&W has an excellent staff and an excellent warranty. Of course there are going to be glitches along the way....

I sympathize with people who have a legitimate and provable complaint. No mechanical product is immune to problems. I don't with the people who say..."My revolver doesn't shoot good and I want S&W to make it hit the 10 ring with every shot at 50 yards for me... If you don't...or can't .... I'm going to scream to the world what a terrible product you make." or "I've been shooting my gun for over a year. It has black stuff all over it, the stuff builds up more every time I shoot it and now the cylinder won't close. I expect S&W to fix it and give it it's first cleaning while it's there. S&W should pick up the 2nd day air shipping both ways, too, because that would cost me a heck of a lot more than I'd ever want to pay...."

Just think about what a day at S&W customer service must be like....

AMEN.... well said. You forgot about the customer that has the looong term problem that takes forever to get satisfaction.....