Smith customer service

[evan9201]

So I bought a Smith and Wesson 640 pro. The rear sight kept backing out of the dovetail under recoil, so I sent it back to S&W to be repaired. It was sent to the Performance Center, with an estimated quote day of 8 to 10 weeks. This seems abnormally long, is that an unusual wait time? Does this mean it isn’t covered under warranty?


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[buck460XVR]

No....just means they are backed up that long. The wait at my local gunsmith is just as long if not longer. Many times S&W gives a worst case scenario when it comes to estimated fix time. Don't be surprised it shows up on your doorstep sooner than that.

 

[grinner]

It will be covered under warranty. I’ve sent two guns back in the last year for warranty work and got an estimate quote of 6-8 weeks. One came back in 4 weeks, one in 2.

I doubt you will have to wait the full 10 weeks, but you never know. I have the impression warranty work on new guns moves to the head of the line, but I may be wrong.

At this point, there’s nothing you can do but wait.

 

[evan9201]

Thanks guys. I do know things take time, so I’m being patient.


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[BE Mike]

I've been around for a long time. It seems to me, that as long as I can remember, 6 weeks sounds like the typical wait time for a gun sent back to the factory for repair. I do like the way that Sig handled their voluntary trigger upgrade. They put me in a queue and when my number came up, they e-mailed me a shipping label. From the time I sent the pistol in until it was returned with satisfactory work completed, was 10 days.

 

[hoc9sw]

I have seen LEO guns go to the front of the line, as we would hope. I usually tell them if I am sending something that doesn't need urgent handling just so I don't take an advantage that isn't needed.

Yes, they estimate times to the extreme. The only time they have taken the full time was over the August holidays.

 

[evan9201]

I forgot to mention they said I would be sent a “quote” in the mail. What does this mean? Does this happen for warranty repairs?


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[HorizontalMike]

I forgot to mention they said I would be sent a “quote” in the mail. What does this mean? Does this happen for warranty repairs?
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I got my S&W quote about 1-month after sending my 686 in. In your case, the quote may in fact come back as $0.00 owed. Not to worry, they need to keep accurate written records.

FYI, My 686 took right at 2-months to be returned.

 

[JayFramer]

Peen the rear sight with Hammer & Punch and tap it back in.

5 minute job, not a 10 week job. Don’t bother The Mothership, they’ve got their hands full already.

 

[bigggbbruce]

Peen the rear sight with Hammer & Punch and tap it back in.

5 minute job, not a 10 week job. Don’t bother The Mothership, they’ve got their hands full already.

Or a drop of Green Loctite Sleeve Retainer..

 

[evan9201]

I got my revolver back from Smith, sight is now solid in the dovetail and didn’t cost me a dime.


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[ExRanger714]

If it's not warranty they will contact you with the estimate and go ahead on the work.

 

[grinner]

I got my revolver back from Smith, sight is now solid in the dovetail and didn’t cost me a dime.

Great to hear. Based on the timing of your original post, that's just at a 3 week turnaround. Not bad at all.

 

[evan9201]

Great to hear. Based on the timing of your original post, that's just at a 3 week turnaround. Not bad at all.

I agree. The invoice said “repair twisted rear sight”.


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[ladder13]

Three weeks, not bad.

 

[Kinman]

I should think that three weeks time for a factory turn around is very acceptable. I've been waiting over six months for custom work with an eight week turn-around program. Last time I called them I was told my revolver was one that was taken from the first safe and moved to the second and should be getting worked on very soon...that was a month ago. I've learned long ago that once something is turned in or ordered...look at it as a Christmas present or something on that order when it finally arrives. Not exactly like stocks and bonds but basically forget about it and look at it as a "present" when it finally arrives. I was going to start this year with a revolver that I had time to get adjusted to after all the custom work....HA! On a similar vein I had a friend that was addicted to Randall knives...he would order them and then with a six month turn-around it was like Christmas when they arrived, he has quite a collection. I rarely get so carried away with my purchases that its a surprise when I get something in the mail, maybe that would be a way with dealing with Altzeimer's, Christmas once a week. Everything would be like a surprise, HoHaw!