S&W service policy issue (and a bit of a rant)

[kbm6893]

I'll try to escalate as far a possible, but if they won't replace it, I don't plan on bad mouthing S&W. It's probably just me, but I've never seen that get people very far.

If they won't make it right (in my mind anyway), I'll replace it with an LCR instead of another Airweight. If the LCR works out and people ask why I chose the LCR, I'll tell them. I see that as more the practical side of "fool me once..."

You do what you think is right. For me, spending my hard earned money on a revolver that broke with a very light round count, from a company that touts their lifetime service agreement, and then being abandoned by that company through no fault of my own, would annoy me greatly. And I would do whatever I could, however little that may be, to pay that back.

Hope you get some satisfaction. Good luck.

 

[Thin Man]

I agree with this:
"Send a letter (certified mail), to the president, and make it signature on delivery. Tell them you are dissatisfied with the outcome and will never purchase another S&W product again. Might get a different result."

Letters sent to P. James Debney (CEO), Jeffrey D. Buchanan (CFO), Leland A. Nichols (COO), would likely light a fire under someone in a big way.

Worth a shot. If all is as you say you should not let this stand.

Good Luck!

 

[Denver Dick]

Hmmm. I never fill out those cards, and they helped me with my 627....which is beyond the Limited Warranty period as it is at least 1-1/2 to 2 years old.

Lifetime Service POLICY . . . not a WARRANTY. Having a policy leaves them a lot of room to decide what they "want" to do, it is up to their discretion. A policy doesn't have the teeth a warranty does. Look at a policy as a guideline, not hard and fast. I know, it sounds a little slippery, right.

 

[Timeless]

To a new S&W buyer this is not good at all!

Totally agree. Hopefully their pro series is truly a better made product and maybe even has better support....but who knows.

 

[RoyM52]

For me, spending my hard earned money on a revolver that broke with a very light round count, from a company that touts their lifetime service agreement, and then being abandoned by that company through no fault of my own, would annoy me greatly.

Light round count...Have you been dry firing this gun?

 

[TAROMAN]

Devices wear out some sooner some later.
But everything has a useful life.
Nothing lasts forever.
Read up on the Weibull Curve (distribution).
Get over, it, move on.
Buy a Charter, a Taurus, or a Ruger and wear it out.

 

[Jotjackson]

I have had the same experience with S&W. I have been a long time loyal fan. Companies in this day don't stand by their product. Sad but true.

 

[one eye joe]

Just read that S&W's sales (profits) are way down, as the industry as a whole.
What the OP experienced may be the company tightening up and holding warranty work to "the letter of the law" or whatever their warranty equivalent is.

IMHO, SPENDING MONEY TO TIGHTEN UP QC ON PRODUCTS BEFORE THEY LEAVE THE FACTORY, WOULD BE MUCH MORE COST EFFICIENT THAN SENDING OUT SHODDY PRODUCTS........

THOSE GUNS, THAT SHOULD HAVE BEEN CULLED OUT AND MADE RIGHT, WILL BE RETURNED TO CORRECT THOSE SAME PROBLEMS, WITH S&W PAYING FOR SHIPPING BOTH WAYS. SOMETIMES GUNS HAVE TO BE RETURNED MORE THAN ONCE, TO GET THE PROBLEM FINALLY CORRECTED.

THIS DOES NOT INSPIRE CONFIDENCE IN THE BRAND, AND NEGATIVELY AFFECTS THEIR BOTTOM LINE......

 

[Lou_the_welder]

Just got my range beast back from the factory. It was under warranty. Took em 3 weeks to fix. It came back perfect. They paid for the shipping to and fro, no warranty card was filled.
I have nothing but good things to say about Smith and Wesson's customer service . They fixed my problem, THEY PAID FOR THE SHIPPING.
If they turned down any warranty or service, it is in my opinion something they had damn good reason to.
They have me as a customer and I have full confidence in them and I'm waiting for my rebate card that was put in the mail.
Buy American. Keep jobs in America (USA). Period.

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