Smith & Wesson Customer Service

[markeb]

First off, I have had nothing but excellent service and communication with the company in the past. This one sealed the deal.

Back in late October I sent my 586 no dash back for the M recall. Contact was made through a rep I had met several years ago. A shipping label was sent, and off it went. I included a note about the cylinder binding up and an issue I thought was timing related. I stayed in contact and during one conversation, the CS guy said the hammer nose bushing was replaced by the PC department and was being checked out for the timing issue and they would contact me about the cost. When I called back to check, I was told it was being processed to be shipped.

I received it back last week and there was a main spring and a rebound spring included in the box. Upon further inspection, the cylinder and extractor was replaced also, with few details other than repaired. This 586 is tight as a new one and there was no charge.

Bottom line, this was an exceptional experience with Smith & Wesson and the Customer Service department and just wanted others to know.

 

[Muss Muggins]

Great news. I'm in the middle of a customer service/warranty issue with a 637-2 (cracked frame) right now, and everything to this point has been perfect, from the timeliness to the professionalism of the reps I've spoken with. Thumbs up to S&W Customer Service.

 

[bigshep85]

I am in the process of contacting S&W now for the same thing. My 586-1 has been refinished at some point, hard chrome? Beaded nickle? Anyway I wonder if this will give me any issues after I send it back. I guess I will see. They have done work like you state in the past for me and I trust them completely.

 

[madmikeb]

My recent experience with CS was first rate all the way.

I bought a PC 686 2.5" this summer to use as a cold weather ccw. When I finally got around to shooting it this fall at a local combat match, after the match, when I was cleaning it, I noticed a ring around the bore about an inch downstream from the forcing cone that didn't show up until the bore was dirty.
I called customer service, within 15 minutes of hanging up the shipping label was in my email. Sent the gun back and just over two weeks later the gun was back in my hands, rebarreled and flawless.
This is pretty much how every interaction with CS has been in the 35 or so years I have been dealing with them. I'm a happy customer.

 

[olivojp]

Just sent my MP Bodyguard 380 to check the hammer rubbing on the slide and so far perfection. CS great. Quickly received the shipping data and it's on it's way. Hopefully my situation will be as successful as the others here.

 

[Collo Rosso]

I have nothing but good to say about S&W's service. They have done 2 repairs now on guns that were purchased used, both fixed properly, quickly and with no cost.
I will not hesitate to purchase a model 69 with a 2 3/4" barrel as soon as I can get my grubby little hands on one!

 

[Tom S.]

People have a tendency to jump on the internet and complain whenever something goes wrong, and are less likely to say anything when things go well. Thanks for posting. It means a lot to the company and those looking for reports on the quality of their service.

 

[Mike0251]

I sent a 29-2 in this year for cylinder binding after a firing few rounds and an extractor guide pin that fell out. Took about 2 months with a charge of approximately $150. They replaced the pin at no charge because it should not have come out (press fit) and also the cylinder stop and hand assembly. Also noted was repaired timing, excess play, and range test. I was excited to say the least. Finally my 44 would function properly!
Not to be No sooner I fired 2 rounds the cylinder would bind, not as much, a light finger pressure would index it to the next chamber. But in my eyes, this ain't fixed, and it's a big caliber. So I spent the next two weeks educating myself on all binding issues and related areas of the gun. Measured everything twice. The cylinder shake was at .008+ as received back from them. I had learned they increased the spec on this as well. In short it was too much and found that it could come into contact with the forcing cone. I bought some shims, set the end play to .004-.005 and the gun functions flawlessly! Never better. And I learned a hell of a lot along the way.

 

[KSDeputy]

I sent a brand new PPK/S back on a recall. It had never been fired, except at the factory. It came back with horrible vise scratches on the right side of the trigger guard. I called and was sent a label to return it, which I did. Another call said I would get a new pistol, with the recall problem corrected, when they started making them again. A few months later my dealer called and I went and picked up another new pistol. Thus far, after buying and carrying S&W firearms for 49 years, I have had zero problems with their customer service.

 

[rjm6120]

I had a recent great experience, too. Kind of a minor one, but nonetheless...I bought a USED 686-6+ snub from Bud's Guns a couple months ago. Came with the box, docs, an Ahrends wood combat grip and the original Hogue style rubber grip---minus the little mounting stirrup and mounting screw. Told the rep what I was looking for, expecting of course to pay whatever it costs. They send me a brand new replacement rubber grip with the mounting hardware at no charge.

 

[FlaRon]

Had lockup problems with my 386 after shooting .357 full loads and sent it to S&W. Gun arrived home 21 days to the day sent with a new cylinder stop and extractor. Nice tight lockup.No charge for work or shipping.

 

[Harassor]

Here's my story...

More than 30 years ago I stupidly pounded on a model 19 with heavy handloads. The cylinder started binding. I replaced the rod that screws onto the extractor star and it didn't bind until I fired a couple more (factory) rounds through it. Something very wrong there.

I sent it in explaining that I was not the original owner and foolishly abused it with handloads. I can't remember what all they did but one of the items replaced was a "firing ring" (still don't know what that is).

They then packed it in a new S&W box and shipped it back to me, completely free of charge. It doesn't get any better than that.

 

[rwsmith]

Custom work might take forever.......

..... but they DON'T want to see any broken S&Ws out there. They jump on them like fleas to a dog.

 

[OldChief]

It's great to read all the great comments about Smith & Wesson Customer Service. I've sent three revolvers back for Hi-Polish refinishing and all were returned with replaced parts and looking like new. I have nothing but the highest regard for that department and the craftsmanship of the folks who worked on my revolvers.

 

[prairieviper]

S&W may have the best customer service in the business. I have had to use them twice for warranty related issues and they were courteous and extremely fast on resolving the issues.

 

[Taildragger185]

Personal experience with customer service is limited to a single instance with a M&P Bodyguard 38. Problem with light primer strikes caused failures to fire on a frequent basis. Expressing frustration in an email, I was invited to return the revolver. Service was attempted and the revolver was promptly shipped back "repaired". An immediate trip to the range revealed that not only did Light primer strike defect persist, it was now exacerbated by trigger pull being adjusted to maximum limit. As if heavier trigger pull would cause more hammer energy.
Realizing S&W hadn't grasped the problem, I again wrote customer service with emphasis on the significance of having a weapon designed for defensive purposes being rendered useless by issues of unreliability and function. I wrote a longer description and characterized the problem more completely.
Customer service replied with a second return invitation. That return was handled with a high degree of professionalism. The revolver was returned to me in a highly satisfactory condition with custom shop attributes. After the counter productive first-incident, that only made the revolver worse, I think it was given attention by a senior craftsman. After hundreds of subsequent firings, I am satisfied the light primer strike problem is cured. The cylinder was replaced and primer indents are undeniable. Plus, the trigger was not only returned to within desired tolerance, it was tuned with an unmistakable degree of perfection.
The little plastic revolver is now comparable, or equal to other examples of S&W craftsmanship the company has been famous for.
In an earlier era, Colt made nice revolvers. Their "snake" guns were beautiful. But, you could add the price of the gun giving it a much needed trigger job. Commonly agreed, the S&W trigger was always better.
I applaud S&W for continuing to make revolvers that still display that distinction.

 

[FloridaFlier]

Last year I called about my M&P 340 which did not fully reset the trigger after some shots. The worst problem to have is always an intermittent one. It always works fine when you're showing it. Anyway, I called S&W, they sent a FedEx shipping label and good instructions. About 3 weeks later (including shipping time) it was back home and the problem has never recurred. On a ten scale, I'd give them an eleven!

 

[vwtdi]

Years ago I pick up a K38 that was leather holster abused, the blue finish was terrible looking from the years of salt abuse from the holster. Sent it off to S&W and it came back looking like a brand new gun. It's a jaw dropping stunner now and just about always get good comments on it a the range. Plus really increased the value of the pistol, I only paid $250 for it five years ago and have several $600 offers for it. There service was not free, I think it cost $260 from S&W, but it was excellent service from S&W.

 

[Macinaw]

A crack developed on my Steel Challenge competition model 617. I sent it in to S&W. I had a brand new 617 within 15 days. Wow!

 

[vwtdi]

Wow, a new gun that is impressive. Did you buy the gun new and was it under any warranty?