Smith and Wesson after sales service

[varminter]

Is there perhaps anyone that could give me advise or contact names on how to contact Smith and Wesson directly as I have been contacting them on e-mail but without any success or response despite numerous mails and photographs to them.

By the look of it I am unfortunate to be residing in South Africa in that if I try to send a message to Smith and Wesson via their website I am not able to do so because the website does not allow international customers to make contact with them via their website.

I also suspect having access to a Smith and Wesson's Employee's e-mail address I am purposely being ignored.

I purchased a new M&P22 Pistol which has not shot more than 150 rounds yet and I discovered a fine crack in the slide.
I sent photos and reports through to Smith and Wesson but not even a single response or reply months later.

I spoke to the local S&W agent here and they agree that they do not have Qualified Gunsmiths that can resolve this issue.
They informed me to contact Smith & Wesson directly about this serious yet 100% legitimate warranty problem I have.

I also registered my new firearm with Smith & Wesson when I purchased it for warranty purposes.

In response to my e-mails and photographs since as far back as November and December 2016 I have not had any responses besides one initial e-mail from Kelley Rathman informing me that he would forward my e-mails to the correct person at Smith & Wesson whom was Jennifer Weller and was sorry to hear about my problem.

Subsequently I have sent e-mails to 3 different Smith & Wesson employees including Kelly Rathman and Jennifer Weller,the contact person who's e-mail address he gave me at Smith & Wesson and yet not even a single acknowledgement or reply from anyone at Smith & Wesson.

I honestly love my Smith & Wesson product but I certainly will sell off every Smith & Wesson product that I do own and advise as many people as possible against purchasing Smith and Wesson products in this country if my legitimate complaint and subsequent mails are intentionally being ignored or disregarded as it now seems.

I am not ranting here but to have shot a new pistol only once and then discovering a major problem with it and furthermore not being able to shoot it again nor being able to have it repaired is heart breaking to say the least.

Maybe a Senior Manager at Smith and Wesson that is indeed proud of their Brand and that actually cares about their customers can be informed and contacted about this demotivating situation that I am stuck with since the middle of last year.

If anyone could please point me in the right direction I will forever be grateful.

 

[colt_saa]

I have always just called them on the phone and talked to them

1-413-781-8300

 

[Horn]

I'm not sure if there's an international phone number to customer service for you. I suggest you look at the user manual and write a snail mail to
Smith &Wesson describing exactly what you said on your post. I'd mark
the envelope "Customer Service".
On the other hand you seem to have a dealer right there in South Africa you purchased from. It seems to me you should be able to take it to that
dealer and if they aren't able to correct the problem they should handle
it between they and Smith & Wesson since they have to be in contact when
ordering products from them.
G'luck and keep us updated on this.
Poli Viejo

 

[rwsmith]

They don't respond to any emails..

What has been suggested, to call or write are the best options to contact them. In the states here they don't hassle, they just send you a Fedex Shipping label to their factory, by email, then we box it and send it and a little over a week usually it comes back fixed. No charge.

I'm sure the S&W will make it right.

In your letter be sure to include ALL of your contact info, address and email address.

S&W will have to tell you where to send it. There may be an authorized service center somewhere in your part of the world or it will come back to the factory.

I'm sure that there is some provisions for shipping a broken gun internationally, but I don't know what those procedures are. Federal Express probably knows how to handle it if you ask them.

The only thing the instructions to me said was to tell the person at the Fed Ex counter that there is a gun in the package. It may be harder for international, but again I don't know the provisions.

 

[amazingflapjack]

send them a copy of this post on the forum with your letter by snail mail.

 

[hoc9sw]

They may not be ignoring your emails, but simply not getting them. Many companies use software as a firewall which is updated to block all traffic from specified mail providers if a certain level of spam or hacking is seen internationally. That could happen overnight, and without indication to you.

Try opening an email account through hotmail, or another different server.

But the best approach is postal service mail.

I am surprised that your dealer / distributor can't give you a contact.

 

[ThrowinRocks]

They respond quickly on Facebook