Thumbs up for S&W customer service

[epj]

In the course of developing a push pin for the Shield, I chewed up the left side of my rear sight pretty well. I tried a variety of designs and materials before I got it right. Anyway, I called S&W to order (and pay for) a new rear sight. After being on hold forever, I got through to a rep. He asked what I wanted and I told him I needed a new rear sight for a Shield. He asked what happened to the old one. I told him I manufactured sight pushers and that I damaged it in the process of R&D to develop a push pin for the Shield. Without hesitation, he sez, "What's your address? I'll send you a new one". Never a mention of any payment. I was quite surprised, since I had made it quite clear that I had damaged the sight. I suspect that if I had wanted a new slide or some other expensive part it would have been a different story, but nonetheless it gave me a warm fuzzy feeling.

 

[lmc0434]

I have had nothing but great results from the customer Service at S7W. When I wanted a new frame tool and some extra Pinky extensions, they didn't hesitate to send me them at no charge

 

[Rastoff]

We really need a section for S&W customer service positive experiences. People are quick to complain, but rarely read the many positive experiences.

S&W went above and beyond with this sight. Not many companies like that these days.

 

[srings]

That's awesome...great story of excellent (really above and beyond b/c it was your fault) customer service! Good for you and good for them...you can't pay for this kind of good press!

 

[MSG Glenn]

It always makes me feel good about people getting good service from S&W.

 

[epj]

Smith's CS has gotten a lot of bad press on this forum in recent weeks related to a Shield .40 that had a Kaboom. Turns out that unknown to the owner the ammo he had was probably reloads. Probably got one that was severely over pressure. The pics of the ammo he had didn't show any of the usual signs of reloads, but the latest evidence points to them being reloads nonetheless. Anyway, as has been pointed out, I was treated much more than fairly. I started my conversation with a request to "order" a sight. To me that implies " send me the part and I'll pay you for it. " If I'd been looking for a freebie, I'd have told him the white dots fell out.

 

[woodmnctry]

Grrrrreat to hear a positive for a change!!!!
G

 

[epj]

And tonight when I got home from work at my "real" job, there in the mailbox was a brand new Shield rear sight. No invoice enclosed either. Gave me another warm fuzzy feeling. I had figured a new rear sight would cost me $15-20 by the time I got it shipped. No big deal, just another cost of "doing business". I was a little concerned that they might refuse to sell me a sight, since they are not supposed to be removed per the owners manual. But instead, I had a very positive customer service experience.