Smith and wesson service procedures: call?

[azazel1024]

I hate talking on the phone and I hate automated systems even more passionately. So, apologies I am not just calling S&W customer service (I reached out to them by email originally), what should my expectation be having shipped a revolver to S&W? Will they call or mail me something once they have a chance to open the package and inspect the revolver, read my letter and determine what if anything they can do?

Or should I be planning to call them in a couple of days after they get the firearm in hand? (it arrived this morning according to the tracking info)

I assume no matter what it is, it won't be repaired for days/weeks, but wasn't sure if it basically sits on a shelf until someone can look at and repair it and they contact me just prior to repair, or if they contact early on with an estimate of cost/time/CC info and then wait.

Thanks!

 

[azazel1024]

Just an update in case it helps anyone anytime soon.

I had reached out by email about the issue of a stripped yoke screw on my 29-2. S&W sent a shipping label within hours. I followed the directions included to ship it back including a problem description, serial, phone number and mailing address. It went out Friday afternoon. Got to S&W Monday morning. I emailed back to ask about the procedures and heard promptly that they'll take a look in 4-6 weeks and contact me with an estimate and payment information if it isn't covered under warranty and it'll then be about 4 weeks for the repair.

Last night I got an email with an RMA number on it and confirmation that it is in their system (even though my email wasn't on the letter included with the gun, but I assume they probably had my contact info since the serial number was associated with my original contact email). So that was kind of nice. No progress past that, but at least they also have my email associated with the gun.

So time to cool my jets and plan on not seeing it back till April if they can't do a thing and maybe May if they can fix it.

 

[Dave Lively]

I hate talking on the phone and I hate automated systems even more passionately.

I feel the same way about calling people. Judging by the threads in this forum sending an email seems just as if not more effective and much less trouble.

A picture is worth a thousand words and in many cases a few clear pictures can eliminate the need for a long and frustrating phone call.

The Shield Plus I bought right after Christmas came with a dead front night sight and 3 additional magazines that would not drop free. I sent an email while the plant was closed for the holidays and received an RMA for the magazines the day their offices reopened. They sent me a new front sight which was fine since I would rather install a front sight than send a gun back. Not sure if the pictures I sent showing what was wrong with magazines made any difference, S&W probably would have done the same if I called. But for those of use that hate phone calls I was glad to see S&W responds well to email.

I hope they can fix your gun.

 

[upcountry]

I've used email in the past simply because if there's a hassle or issue, I can print out confirmation of the contact.