Smith & Wesson Does Not Honor Written Warranty

[0849]

I have had many S&W firearms over the years and up until this year all my experiences with them were good.

Wondering if anyone else has experienced an issue with S&W not covering grips under warranty. I had inner tabs on both left and right grips crumble off, seems to have dried out from age, which happens with some plastics.

In calling S&W customer service was advised that grips are NOT covered under the lifetime warranty. Thought that was interesting so pulled out the written warranty that came in the box which states

"There's real peace of mind in knowing that Smith & Wesson will repair any defect in material or workmanship without charge to the original purchaser for as long as you own the gun."

Not sure what kind of peace of mind that is as I do not see anything that exempts coverage for grips. Would be interested in knowing if anyone else ever experienced this.

 

[growr]

I would speak to someone else at S&W especially if it is a 3rd generation gun. They have been fantastic to me!
Randy

 

[mlk18]

Having owned dozens of 3rd Gens over the years I have never heard of a plastic grip tab "crumbling". I live in the great white North so my delrin grips see -50 winters and 100+ summers and no issues. I would call S&W and talk to someone in the know. Did you buy your S&W new and submit the warranty card?

 

[Grinder]

I also have owned a lot of them
Even had a few of the recall grips from way back
Never heard of this issue either
Which model and how old?

 

[SMSgt]

I guess the grips exceeded their "lifetime."

 

[0849]

Yes, certainly agree SMSgt, that the grips exceeded their 'lifetime', just think that S&W should explain in their warranty they boast about that their definition of lifetime was -however long the pistol lasts and not the owner's lifetime-, interesting distinction!

It is a CS9, the grips were nothing great to begin with, as evidenced by the considerable number of owners looking to change grips, which may be why they sort of lost interest in the pistol.

After being a long time loyal S&W fan, this is disappointing, looks like things may be changing at S&W.

I have sent a polite email inquiring, with no response that changes the rep's statement that grips are not covered by the lifetime warranty.

 

[carbuncle]

Grips are such an inexpensive part of the package, and S&W's reputation for fixing serious issues is so good that I personally wouldn't have even bothered trying to warranty a $20 set of Hogue grips. It isn't worth my time or frustration for something so easy to replace, but that's just me.

Big Dog looks like he's making a better-than-stock aftermarket option, or a nice set of wood grips might be a good fit for the CS9.

 

[HaroldOhio]

Member 0849

How about sharing the model number of the S&W your referring to. What type of grip did the gun have. Do you know how old your gun is.

Do you have pictures available?

 

[mlk18]

The CS9 grips are not made by S&W, they are made by Hogue. Maybe you should contact them. While I have never heard of this issue I would not speak ill of a company's warranty after a single brief email. Again did you buy it new? Did you send in the warranty card? Did you call and talk to them about it? Did the warranty card say it covered grips?

 

[Fastbolt]

Personally, I'd not have thought to expect the company to warranty long term use, aging and general wear & tear on grips (plastic or wooden).

When there was a problem with the formulation used in the early 3rd gen grips, yes, they replaced them. From your description, this doesn't sound like that, though.

I'd expect them to make good on a plastic (Zytel) frame produced within the period after they started offering a lifetime warranty to more than just their LE/Gov customers, but a grip?

I just noticed it's a CS9, right? The grips are made by Hogue. Call them and see how they warranty them.

BTW, their vendor supplied night sights aren't covered under a lifetime warranty, either.

 

[0849]

The written warranty that came in the box when I purchased it new reads as follows:

"There's real peace of mind in knowing that Smith & Wesson will repair any defect in material or workmanship without charge to the original purchaser for as long as you own the gun."

By saying 'any defect' that clearly indicates the whole gun is covered. They should not say something in a formal written warranty if they do not intend to live up to their promise. They should keep their word, simple as that.

 

[Fastbolt]

I sent you a PM.

 

[Cruiser RN]

You need to talk to S+W customer Service.If you send me a PM I might be able to find my old Hogue grips and can send them off to you.Big Dog makes a set of custom CS9 grips that make this a great carry gun and you should give him a call and consider changing over to his.I have Grip set #1 on my CS9 and I was the stimulus for G to develope his grips for this model....Mike

 

[enjr4444]

I have read through these posts and have a question. It sounds like S&W warrents the original owner, not the gun. Is that true?

Taurus warrents the gun. They don't care how or where you got it.

Just asking,
Ed

 

[rbert0005]

S&W warrantee covers the gun, not the owner.

Sounds to me like they don't consider the grips as "part of the gun"
Maybe because they are so easily change out.

Then again, they may just not have any more. They can't stock everything forever. The warehouse would be just too big.

EBay 12 bucks or so.

Bob

 

[GKC]

I am looking at the statement explaining the Limited Warranty, found on page 39 of the manual that came with one of my S&W 1911s (I assume the same statement would be in all of the manuals) which says:

"The Extended Service Policy covers functional defects; it does not include the handgun's finish, grips, magazines, or sights."

Apparently, the entire handgun is covered for the first year of ownership, and then the Extended Service Policy begins (predicated on returning the registration card, or registering online) which has the limitations quoted above (unless your state law precludes any limitations.)

 

[m37ral]

I have bought Hogue replacement grips for some of my 3rd Gen guns and I have broken the tabs installing them, probably my fault. I have some Hogue grips that are 20+ years old with no issues (as long as I do my part).
All of this being said, I have never had a gun problem that Smith wouldn't fix. I even sent them a used 29 that someone had removed the transfer bar, and a hatchet job on the trigger- they fixed it.

Give them another try on your problem.

 

[josh8042]

In general terms a "defect in material or craftsmanship" does not refer to something that normally gets worn out over time and/or with use and/or from abuse. The OP stated that the grips "dried out from age." Sounds like normal wear and tear to me.

 

[0849]

GKC,

The warranty that came in the box with my pistol is not the same, there are no exceptions indicated. If at some point they changed their minds on what they warranty, they still need to honor the warranties that they did issue.

I have been a long time S&W fan. However, looking at the matter objectively, and not as a big forum lovefest for S&W, if a warranty states something and does not indicate any exceptions, then they should keep their word, simple as that. Even if something is a consumable or expected to wear, if a warranty says it is warranteed for life, then they should keep their word. Just as some of the car parts places sell brake pads and mufflers with lifetime warranties, they know those parts wear but they still offer lifetime warranties and my experience has been that when I purchase something with a lifetime warranty, it should be and has been honored up until now. Companies like S&W that are peddling their products offer things like lifetime warrantees as a gimmick to get you to buy their product.

I have a Bersa pistol that is 30 years older than this S&W, and I have used much more than the S&W and the grips are still fine.

 

[GKC]

GKC,

The warranty that came in the box with my pistol is not the same, there are no exceptions indicated. If at some point they changed their minds on what they warranty, they still need to honor the warranties that they did issue.

I have been a long time S&W fan. However, looking at the matter objectively, and not as a big forum lovefest for S&W, if a warranty states something and does not indicate any exceptions, then they should keep their word, simple as that. Even if something is a consumable or expected to wear, if a warranty says it is warranteed for life, then they should keep their word. Just as some of the car parts places sell brake pads and mufflers with lifetime warranties, they know those parts wear but they still offer lifetime warranties and my experience has been that when I purchase something with a lifetime warranty, it should be and has been honored up until now. Companies like S&W that are peddling their products offer things like lifetime warrantees as a gimmick to get you to buy their product.

I have a Bersa pistol that is 30 years older than this S&W, and I have used much more than the S&W and the grips are still fine.

You are certainly entitled to your opinion. Personally, I wouldn't make an issue of it...kind of a "fight the battles worth fighting" thing...but that's just me.

Before reading this thread, I thought S&W made great products and provided great service...and you know what, I still do.