She's Back, but be careful....

[Machine]

I got my 1522 back from Smith today. I haven't had a chance to shoot it yet, but I will report back once I do. My turn around time was just about a week. (I live very close to Smith). Over all...I would say the experience was less than excellent (considering this was a brand new gun I only shot twice before sending in for repair)

When I first called Smith, the lady I talked to sounded like it was the hardest thing for her to actually answer the phone and take my information (sorry to make you do your job). (this is after being trasferred and put on hold 3 times).

I knew it wouldn't take real long to complete and send back, so a couple days ago (almost a week from the time they got it) I called to see if I could get a tracking number so someone would be home. I was told...."no". "Call back after it's been ten days". I explained I live very close and it takes less than a day to get to me..."NO!" "Doesn't matter....it won't be ready". So I figured....ok, I'll call back in a few days.

Today....I get home and there is a note on my door. (no one was home...because I couldn't get the tracking number from Smith). The note said......"My package was signed for and delivered to MY NEIGHBOR".

If I would have been able to get a tracking number I would have been home. I couldn't believe they let my neighbor sign for a firearm for me and hand it over to him. (yes...I understand that is FedEx...but still) It says "MP 1522 Rifle Sleeve" right on the box. They just handed my firearm over to my neighbor because he signed. So now they know I have guns. What if I didn't want them knowing?

Thankfully....he is honest and not crazy (as far as I know). But what if.....that seems like a dangerous idea to me.

The other thing that surprised me was it came back filthy. They didn't even at least wipe the bolt from the test fires. I sent it in clean.

BUT ANYWAY.....thankfully she is back home. Hopefully when I can finally get to the range it will be flawless and I will have years and years of fun shooting it. It was hard to send it in...I love this gun (well...the little I got to shoot it). I'm just glad it's back!

 

[Shikar]

You only shot it twice....so what happened in those 2 shots that made you send the gun to S&W?

Regards.

 

[ceg54]

know the feeling

got my rifle home and shot about forty rounds in it before
the extractor blew out,hated sending it in to smith,
but have been very pleased with it since I it got back
love this new toy>>>>>>>>

 

[wsl1971]

If i need to send a firearm back i always let my dealer do it for me. If i purchased the gun there they do it for free. This way i dont have to be home when it comes back.

BILL

 

[Machine]

You only shot it twice....so what happened in those 2 shots that made you send the gun to S&W?

Regards.

Sorry...twice as in 2 times to the range, not 2 shots. Just wanted to clarify. But as for what was wrong. FTE every shot with good ammo. Every few with cheap ammo. (yes the cheap shot better).

 

[Machine]

got my rifle home and shot about forty rounds in it before
the extractor blew out,hated sending it in to smith,
but have been very pleased with it since I it got back
love this new toy>>>>>>>>

I hope I am the same way now!

 

[macnamara]

It sounds like you're pretty peeved. Did you complain to S&W and FedEx?

 

[chuck s]

Nobody cleans guns at the factory after test firing. For one thing it lets you know it was test fired. I'd be highly suspect if a repaired gun came back clean.

What's wrong with the FedEx delivery to your neighbor again? Adult signature required is the only restriction. And, no, S&W ain't sending out FedEx tracking numbers to anyone.

For folks needing warranty repair use a new communications technique called "e-mail." You'll get a pre-paid shipping label by that same novel means in a couple of days.

-- Chuck

 

[alpinegeo]

Interesting story; my M&P 40 is back at Smith right now. The customer service reps I've encountered have been nice enough; in fact the gunsmith called me and talked me out of the trigger job I requested.

Weird about FedEx. I sent my Springfield 1911 back to the factory and when I wasn't home to sign for it upon its return, the note told me to go the the local FedEx hub to receive it. I wouldn't even want my 18 yo son signing for it. Call FedEx and make a stink.

 

[ChattanoogaPhil]

What's wrong with the FedEx delivery to your neighbor again? Adult signature required is the only restriction. And, no, S&W ain't sending out FedEx tracking numbers to anyone.

For folks needing warranty repair use a new communications technique called "e-mail." You'll get a pre-paid shipping label by that same novel means in a couple of days.

-- Chuck

"FedEx Express will transport and deliver firearms as defined by the United States Gun Control Act of 1968, between areas served in the U.S., but only between:
Licensed importers; licensed manufacturers; licensed dealers; licensed collectors; law enforcement agencies of the U.S. or any department or agency thereof; and law enforcement agencies of any state or any department, agency or political subdivisions thereof; or
Where not prohibited by local, state and federal law, from individuals to licensed importers, licensed manufacturers or licensed dealers (and return of same).
If your shipment contains firearms, select the Direct Signature Required or Adult Signature Required Delivery Signature Option, depending on the requirements of your shipment. See the Delivery Signature Options section for details. Firearms shipments are not eligible for signature release or indirect delivery."

IMO, S&W should provide a tracking number via e-mail to their customer. This is not rocket science nor a 'novel concept'. Have you ordered anything from Midway? Though, S&W CS can take several days to a week or more just to send an e-mail (as evidence of many reports here) so they probably aren't competent or sophisticated enough to click the e-mail send button before a carrier is able to transport a package cross country.

 

[chuck s]

I see quotation marks. Where are they from? FedEx?

-- Chuck

 

[ChattanoogaPhil]

I see quotation marks. Where are they from? FedEx?

-- Chuck

I got them from UPS.... Just kidding. Yes, from FedEx.

Freight Terms and Conditions - General Terms and Conditions at FedEx.com

 

[chuck s]

OK, no laws broken.

-- Chuck

 

[ChattanoogaPhil]

Here's the FedEx Ground Terms and Conditions. They are slightly more specific.

" Firearms shipments are not eligible for signature release, driver release or indirect delivery."

OK, no laws broken.

-- Chuck

Is it legal in all states and with fed for a carrier to give possession and control of firearms to whomever/wherever they wish regardless of where they're shipped or consigned to? Are you sure about that? I duknow...

 

[Brett248Vista]

There is no excuse for S&W to NOT provide a return tracking number Chuck. I honestly don't care what you believe on this, but you are wrong. It's poor customer service to handle returns like this.

I deal with companies way higher up the Forbes 500 list and one of those companies supplies all of our Military with ruggedized computers. We have nearly 600 of those machines in my company and had to send them all back with bad touch screens. Each time I called and reported a model with problems I was given the option of them sending me a box via fed ex overnight or them emailing me a shipping label.

When the device was ready to come back from the manufacturer to me, I automatically received a tracking number and the package was shipped fed ex overnight.

That is how customer service should be handled by a big manufacturer.

What S&W is doing is shoddy at best.

 

[BELT_FED]

There is no excuse for S&W to NOT provide a return tracking number Chuck. I honestly don't care what you believe on this, but you are wrong. It's poor customer service to handle returns like this.

I deal with companies way higher up the Forbes 500 list and one of those companies supplies all of our Military with ruggedized computers. We have nearly 600 of those machines in my company and had to send them all back with bad touch screens. Each time I called and reported a model with problems I was given the option of them sending me a box via fed ex overnight or them emailing me a shipping label.

When the device was ready to come back from the manufacturer to me, I automatically received a tracking number and the package was shipped fed ex overnight.

That is how customer service should be handled by a big manufacturer.

What S&W is doing is shoddy at best.

well said.. but in their defense most firearm manu. wouldnt even be doing this much for us... i have sent stuff back and 2 months later get a bill for the work before they would ship the gun... and the part that broke was due to a manuf. defect... believe me when i say s&w is going beyond what alot of gun manuf. would do.. I told that company to remove their new part and id build one to spec. since they couldnt they said i couldnt measure that spec because it was on 2 different angles and there was no way i could know if it was out of spec or not... after i sent them a cmm print of their part they decided to wave the fees.. it still doesnt make s&ws system right .. i agree

 

[Machine]

It sounds like you're pretty peeved. Did you complain to S&W and FedEx?

Yes, I am a little peeved. Not so much in the work they did, but the service around the work they did.

 

[Machine]

Nobody cleans guns at the factory after test firing. For one thing it lets you know it was test fired. I'd be highly suspect if a repaired gun came back clean.

What's wrong with the FedEx delivery to your neighbor again? Adult signature required is the only restriction. And, no, S&W ain't sending out FedEx tracking numbers to anyone.

For folks needing warranty repair use a new communications technique called "e-mail." You'll get a pre-paid shipping label by that same novel means in a couple of days.

-- Chuck

Actually that is not accurate. I sent a gun to Ruger for repair. It was over nighted. Fixed. CLEANED. And over nighted back.....Also I got a tracking number so I could be home when it arrived.

The problem is....I hardly know my neighbor....he now has MY firearm. In the event he goes and commits a crime with MY firearm....I have to answer for it. Not to mention he could easily say....he gave it to me and keep it. There is NO record I have the firearm in MY possession. There is a bunch of problems with giving to another address. When I buy a gun I have to jump through a million hoops...but FedEx just hands one over to anyone they want. Do you really not see a problem here?

As for the new communications technique of email...I sent one to them requesting the SAME THING...a simple tracking number. I have yet to hear anything back on that....5 days later.

 

[Machine]

Listen honestly.....the fact I have to send back a new gun really stinks. But to me....I would think Smith would be bending over backwards to make it right with the customer. I don't want anything free or anything like that. I just want it fixed and some SIMPLE customer service. Don't sound annoyed that you have to answer a phone. Look up the status on a repair. Give a simple tracking number. I work in a customer service business....none of these are over the top requests.

Realistically....I love the gun. If it shoots half as good as I hope it will. I will be very excited. I just wish things would have been different from the start. But...as I said....hopefully this gun is all set now and it will be a blast to shoot from many years to come!

 

[ChattanoogaPhil]

It's definitely pick on Chuck day

Oh yeah... just cuz your neighbor is a convicted felon with a history of domestic violence, substance abuse and mental illness is certainly no reason for FedEx not to give him possession of your firearms. No problem I can see here.