S&W Service Process - Final Update (hopefully)

[Sakràn Dog]

*Update at Post 38

I recently sent in a 29-2 to address some functional issues. I am sure S&W will address my problem however I am curious about the evaluation/repair process. Does anyone know what steps are performed when a firearm is returned for service?

 

[Jason Demond]

1. They receive it.
2. They repair it.
3. They fix for free or charge you depending on the gun.
4. They send it back.

They won't keep you in the loop unless they need to replace something that they'll be charging you for. Had you sent in a new gun, they would have repaired it under warranty. They will most likely be charging you on on an older gun like a 29-2.

 

[chief38]

As I have read here...... some get their guns back in a week or 10 days while others have to wait for what seems like an eternity. It all depends on their work load, vacation schedule, parts availability, and the competency of the people available to do such a repair. Their number of QUALIFIED repair people has dropped while their repair jobs have increased - not a good situation to be in.

Unfortunately, most of their employees are now "glorified parts assemblers" who can do minor fitting. The days of the old time Gunsmiths populating the shop are pretty much a thing of the past.

S&W (at least from what I read) has still not "gotten it"! They would be much much better served if they substantially raised the quality control bar BEFORE guns are shipped then having a constant back log of guns being returned and repaired.The prices on new guns might be less as well since their cost of repairs, shipping, paper work to do so is all factored into the price of new guns. Think about that when they tell you "free lifetime warranty"! It's NOT free - you are paying for it upfront!

 

[Sakràn Dog]

My past dealings with S&W customer service have been positive. I agree that better QC would alleviate a number of complaints - such are the times however. I am curious if vintage firearms are handled by a different group of armorers? Also, is there a standard check sheet of items (recalls, recommended upgrades, etc...) that are addressed prior to a firearm being released for return?

 

[Sakràn Dog]

I followed up with S&W today in regards to my repair - thirty days since receipt. As expected, there has been no movement. The nice lady I spoke with said warranty repairs are taking 3-4 weeks, with service repair approval requests taking up to three months to be mailed. Nothing earth-shattering however my experience may be of some interest to those contemplating having S&W service a vintage revolver in the near future.

I will update this thread as the service progresses and will also provide a review of the repair and invoice once completed.

 

[ken158]

You might get lucky but don't be surprised if your 29-2 needs a part they do not have and you end up paying shipping to and from with nothing repaired. They rarely discuss repairs with any detailed information.

 

[GaryS]

I shipped a 351C back on Friday for repair of misfiring. When I was on the phone with the CS rep, he told me 4-5 weeks for them to get a look at it.

Last year when I sent another 351C back for repair, they ended up replacing it with this one. That took a few months to complete as they don't make every gun all the time so I had to wait for a batch to be produced.

I have no complaint at all with the process as this is definitely not an EDC gun.

I also wonder if Law Enforcement firearms get priority.

 

[Sakràn Dog]

Good luck on your 351C - I hope they get it squared away!

I wish I had more insight on the service process however it seems to be an enigma. My personal experiences with warranty work were handled fairly quickly and I had no complaints - other than the apparent lack of R&D and QC that necessitated the returns. This is my first service request with S&W however so I am curious to see what transpires.

 

[GaryS]

Thanks. After posting about my problems here, a couple of members suggested that it might be an issue with the firing pin itself. Or maybe the firing pin spring. Either way, I expect it will be fixed.

You might be pleasantly surprised and S&W will fix it at no cost.

Good luck on your 351C - I hope they get it squared away!

I wish I had more insight on the service process however it seems to be an enigma. My personal experiences with warranty work were handled fairly quickly and I had no complaints - other than the apparent lack of R&D and QC they necessitated the returns. This is my first service request with S&W however so I am curious to see what transpires.

 

[243winxb]

Sent my M29-2 back on April 27, 2018.
Estimate came in the mail on Friday the 13th. 7/13/18.

Called S&W this morning.Jul 26, 2018. They got my credit card info.

Told about summer shutdown for the 2 weeks. This year it's 20 July to 6 August.


Delivered by FedEx today, Aug 15, 2018. Took 3 months and 17 day. S&W was on vacation for 2 weeks, during.

Fired 20 rounds slow and 6 double action.

I was surprised to see a new trigger included with the rest of the old parts. Total cost $148, shipping and all.

I bougnt the gun new. Still had the warrenty card.

 

[Sakràn Dog]

Thanks for sharing your experience 243 - your timeline is in line with the information I received as well. Did you request PC work or was your return for the forcing cone repair?

 

[243winxb]

The cylinder was rotating backwards after firing. S&W suggested the other work. Great job by the gunsmith @ Smith & Wesson.
My 8 3/8" barrel is Mag-Na-Ported. Could be why it was set back, instead of being replaced?

 

[Sakràn Dog]

Follow-up #2 - sixty days since receipt. The customer service representative I spoke with told me my revolver was in the performance center for repairs and that I would receive a letter containing further instructions once it had been evaluated. No estimate of timeline was requested or given. I will provide an update at ninety days or when I receive further communication.

 

[deno56]

I sent a revolver to S&W in March, I called them 2 weeks ago and was told it was in P/C for repairs and it would take about 3-4 weeks in there. I sent a rifle to Ruger last month for repair got it back in 2 weeks.

 

[GBertolet]

I sent a 29-2 back many years ago for the same issue of the cylinder rotating backwards upon firing. They replaced the hammer and trigger. This "repair" did not last long, before the same issue reoccured. I learned that replacing the cylinder stop spring with a Wolff extra power spring, resolves this issue, at least for an undeterminate period. A cheap workaround fix. A weakened spring allows the cylinder stop to drop down , from inertia of the recoil, and the torque of the gun, rotates the cylinder slightly. S&W, finally had enough of this issue, and created the endurance package upgrade around 1990.

 

[Sakràn Dog]

Update #3 - ninety days since receipt. The representative I spoke with informed me the Performance Center had evaluated my revolver and would mail a quote at some point. I will update this thread at 120 days or when further communication is received.

 

[Sakràn Dog]

Update #4 - 120 days since receipt. The representative informed me that the repair quote had just been generated and I should receive it in the mail within 5-7 days.

 

[Sakràn Dog]

I received my repaired revolver back just short of five months after sending it in. The package arrived intact however the front sight had punched through the inner box as well as the outer FedEx packaging - no damage is apparent thankfully. The revolver was returned wearing a new set of S&W branded Hogue grips at no charge - I had sent it in with the factory stocks removed so that was a nice surprise. The total cost of my repair was $103 - the Sales Quotation listed the services as replaced hand, adjusted yoke, adjusted cylinder stop and range test. S&W also replaced a damaged yoke screw at no charge. The repair appears to be successful as the lock up/timing are now perfect. The action is also very impressive with the best trigger I have felt on a S&W revolver - I can only assume an action job was performed or maybe I just got lucky.

I am extremely pleased with this repair and the service the Performance Center provided - minus the wait I could not have asked for a better outcome at what I consider a very nominal fee.

Well done on the repairs Smith & Wesson.

 

[minconrevo]

After you enjoy your revolver a while you'll forget about the wait. A quality repair today, for anything mechanical requiring work by a good tech, can take a goodly piece of time. If it's a memorably short period to time for the same quality of work we count our lucky stars.

 

[smoothshooter]

After you enjoy your revolver a while you'll forget about the wait. A quality repair today, for anything mechanical requiring work by a good tech, can take a goodly piece of time. If it's a memorably short period to time for the same quality of work we count our lucky stars.

The firearms industry and related custom shops seem to be the only field of interest to my knowledge that customers are required to wait months if not years on getting work done.
Ill bet you could get a custom set of golf clubs, or custom fly fishing rod, or even a fully customized race car built faster than you could get a revolver barrel replaced or custom muzzleloader built.
Why is that?