Shield 40 Mishap

[cmj8591]

So what ever happened about this gun? How long has it been?

The guys at Smith went, "Hummmm". The guys at Federal went, "Hummmm". The gun is sitting in the S&W engineering department the last I heard and that was almost a year ago. It's a police gun so no one is really pressing for it. I was surprised that Federal wasn't more interested. In the end, the distributor took back about 75K rounds and replaced it with Winchester. I think they worked out a deal and Federal took back the ammo.

 

[2001gmc]

I tried contacting this Kate Fredette a Customer Service Manager that sent me this letter. She was out of office yesterday. I I've called about 10 times today says shes away from her desk. I left a message about 6hrs ago to call me back. Still nothing yet.

 

[2001gmc]

Still no reply to the emails I sent a few days ago about getting the cartridge to Federal so they could test it. Its kinda like there ignoring me.

 

[Rastoff]

I doubt you'll ever see that casing or your gun again without some kind of legal action. Have you considered small claims court?

I hope the letter you sent to corporate gets some action, but that will take a few weeks.

 

[Rastoff]

One more thing, emails are not the most forceful way. They go to the lowest levels and are easily lost or ignored. Letters through snail mail, preferably registered, are the most effective.

 

[jblank37]

To 2001gmc,
FRom the letter that you received, I see that somewhere you are dealing with a woman. Most likely a blonde!

Anyway, I wish you the best of luck and am very glad that you was'nt hurt.

 

[2001gmc]

I got a email back from Federal today.
Thanks for the letter from Smith & Wesson. I made contact with them this afternoon a left a message, waiting for a response and will let you know how we will proceed.

Federal Cartridge

 

[BillK01]

I got a email back from Federal today.
Thanks for the letter from Smith & Wesson. I made contact with them this afternoon a left a message, waiting for a response and will let you know how we will proceed.

Federal Cartridge

At least it sounds like Federal is making some sort of an effort. Keep us posted!

 

[2001gmc]

At least it sounds like Federal is making some sort of an effort. Keep us posted!

Yea I wanted to reply to them and say good luck with that but I didn't. I have tried all day to get a hold of the manager on the letter. I have called at least 60 times and I left her a message first thing this morning to call me back. No luck.

 

[Jakpro]

Maybe, Federal can get with S&W and get your issue resolved in a collaborative manner.

I am very disappointed in S&W's failure in resolving your issue with your Shield. I have only owned one Smith firearm and it is my Shield 40. I personally wonder what will happen if mine does the same thing as yours did and whether they will treat me the same way. I would imagine that they will.

I wonder if they think that it was a reload? That is the only thing that I can determine as to their decision. To me, it is simply poor customer service, especially considering how long it took them to arrive at their conclusion.

I am not certain whether I would consider purchasing another S&W firearm. I remember when Glock had .40 SW pistols blowing up. They took care of it.

 

[2001gmc]

Maybe, Federal can get with S&W and get your issue resolved in a collaborative manner.

I am very disappointed in S&W's failure in resolving your issue with your Shield. I have only owned one Smith firearm and it is my Shield 40. I personally wonder what will happen if mine does the same thing as yours did and whether they will treat me the same way. I would imagine that they will.

I wonder if they think that it was a reload? That is the only thing that I can determine as to their decision. To me, it is simply poor customer service, especially considering how long it took them to arrive at their conclusion.

I am not certain whether I would consider purchasing another S&W firearm. I remember when Glock had .40 SW pistols blowing up. They took care of it.

Yea I don't think I will ever buy another gun from them. Not that I blame them for it blowing up but just the fact the way they are handling things. I got 4 other smith guns and really like them and plan to keep them. But I'm not donating any more of my money to someone that simply acts like they don't want to help at all. That rep I got a hold of the other day pretty much acted like that conversation we had that it was over. That offer of a not so much discounted price. I was so pissed I just said no thanks have a nice day. They could have said all test were good on the gun but were getting the case to federal to get it tested and trying to get this resolved for you. Sorry for it taking so long. But no they were kinda rude and blunt about it. They kinda make me feel like why did this idiot send us this blowed up gun like its our fault. I done what I was asked to do and was assured it would get taken care of.

 

[SpringGunTunes]

Well they have to send your pistol back to you. No excuse. It's registered to you if you bought it new. Tell them you are going to report it stolen to the police and tell the cops exactly who has your stolen pistol. I'm on your side of course but when are you going to quit playing patsy with these bullies?

 

[Rastoff]

Tell them you are going to report it stolen to the police and tell the cops exactly who has your stolen pistol.

If you voluntarily send your property to someone can you then turn around and claim it was stolen? Isn't that fraud? Wouldn't that hurt your case more than help it?

Heck, he doesn't even know that S&W isn't going to send the pistol back yet.

2001gmc,
Did S&W hint in any way that you would never get the gun back? Did they say that the investigation would require destructive testing resulting in the gun being destroyed?

 

[2001gmc]

If you voluntarily send your property to someone can you then turn around and claim it was stolen? Isn't that fraud? Wouldn't that hurt your case more than help it?

Heck, he doesn't even know that S&W isn't going to send the pistol back yet.

2001gmc,
Did S&W hint in any way that you would never get the gun back? Did they say that the investigation would require destructive testing resulting in the gun being destroyed?

They have never said one way or the other. I never asked. I assumed the testing would require it be torn apart. I'm sure gonna talk to the manager about it if I can ever get a hold of her.

 

[2001gmc]

I'm pretty sure the slide and maybe even the barrel is good after the casing is out of it. I know the frame is trash. The mag well took most of the explosion around my hands. The mag may even still be good. It was kinda black like my hands were after it happened. It blew it out on the ground.

 

[DeeBee]

You need to take it to a higher level at S&W. I have dealt with Kate.. Once.... Never again. I had a new model 40 that the bluing had runs in it and she said it was normal. Long story short , I moved way up the ladder at S&W and got a full refund in about two weeks.

 

[2001gmc]

You need to take it to a higher level at S&W. I have dealt with Kate.. Once.... Never again. I had a new model 40 that the bluing had runs in it and she said it was normal. Long story short , I moved way up the ladder at S&W and got a full refund in about two weeks.

Who did you go to next?

 

[Sinkhole30]

Wow totally unfortunate, at least it didn't turn into a total grenade. Glad no one was seriously injured.

 

[DeeBee]

Who did you go to next?

I actually spoke to Kate on the phone, and I told her I wanted to speak to someone higher up than her. I don't remember the mans name I spoke to. This was years ago. But I have faxed the CEO before when I had problems the other people couldn't resolve.Michael Golden fixed EVERY problem I ever had..Unfortunately he is not the CEO anymore.

 

[mrasgt]

To: 2001gmc

First and foremost: I am glad you sustained no major injuries.
Secondly: I admire your patience in this matter.

So...now what I think.

I have read the entire thread here and done other research. Everyone that commented on this problem has offered excellent advice and counsel.

I have been a happy Smith and Wesson owner for decades. I am a competitive shooter and I am a retired Police Officer after 39 years of service.

I have had only one experience with Smith and Wesson Customer Service and it was handled perfectly. A poster here mentioned the change in CEO. This would indicate to me that trouble is certainly slowly brewing at Smith.

I am a 4 time trained Glock Armorer and have never scene a blow out like you describe. I do completely believe you.

I have experience with at least three major gun manufacturers.

All three times, they stood by their product and bent over backwards to make things right.

I simply can not believe the treatment you have received regarding this problem. This is a shameful way for Smith to act. You should have gotten a "good will replacement and non disclosure " statement with in the first two weeks. Along with a statement that they not admit any liability.

I live two hours away from Smith and I can assure you that I would be standing on someone's desk at Smith if this happened to me.

In my opinion, you are handling things admirably and correctly.

This is what I think you should do. It has been said that upper management does not like to deal with a single, 500.00 gun problem. And I agree.

Please keep going with the CEO on down by mailing them a certified, restricted letter explaining the whole debacle. DO NOT give up!! Send a link of this thread to upper management.
I would not waste my time with trying to call the lady that sent you that deplorable letter.

They CAN NOT keep your gun with out a refund or replacement firearm. They most assuredly will not let go of your gun for liability and safety issues. They simply don't want that gun out in the open.

Keep after them, no matter what. Only you can decide how long you will put up with this travesty.

I can not imagine Smith not replacing your gun. You just have to hit the right person in upper management. I am not a cooperate type, so I have no experience with how they would react. I would, however, think they would want you to go away happy without a lot of noise. Indeed, this is only one gun to them.

Something else to consider. Smith has a board of directors. Send them copies of everything also demanding action.

Something else you can think about if all this fails. Going to the media, loud and often. Someone may take up your cause and I would imagine Smith will not let this get out in the open when all they have to do is give you a new, free gun.

I apologize to my brother and sister forum members on the length of this post.

Please keep us aware of your steps to make this right.

Mrasgt