Time line on factory service?

[My Toy]

I want to return a revolver to the factory for some work. A little over 2 weeks ago I got an e-mail from Smith that they would e-mail me a no charge return label and to keep an eye out for it.
I still haven't received it; I e-mailed them a message in reference to this about a week ago and no response.
Is this par for the course?

 

[1911 45]

Have you tried calling S&W?

 

[My Toy]

Have you tried calling S&W?

No, I've e-mailed them. I will try calling them.

 

[wyatte]

I talked to them yesterday on the phone, and was told that the return time on a simple repair is now 6 months to a year because they are so backed up on service orders, and they are currently very short staffed. That didn't sound good, so I didn't take them up on it yet. wyatte

 

[ginalily]

Called last week about getting my m-27 looked at. Was told I probably wouldn't see it again for at least 9 months. I too passed on it for now.

 

[Johnnu2]

Called S&W this week and was told they would send me the info and mailing label; told it would take 7+ months to complete. Took them 3 days to send me the email with the label. I figured that if it takes them 3 months to hit the SEND KEY, I would drive an hour to a very good gunsmith and have him fix my gun. Should have it back in 30 days max. J

 

[Andy Griffith]

I talked to them yesterday on the phone, and was told that the return time on a simple repair is now 6 months to a year because they are so backed up on service orders, and they are currently very short staffed.

That is unacceptable from them.

They never had this problem before.

Management either needs to address the problem that they either caused, or they need to tighten quality controls.

 

[stu1ritter]

That is unacceptable from them.

They never had this problem before.

Management either needs to address the problem that they either caused, or they need to tighten quality controls.

Not to be facetious, but why should they bother? They are selling everything they make and the service department is backed up till it is spilling out the back door.

I ordered some grips from them over a month ago. Nothing heard yet. Heck of a way to do business, eh?

Stu

 

[Johnnu2]

S&W turnaround time

I ordered a mag to convert my uncle's 12 rnd Mod 59 into a 10 rnd gun per NYS new law and that was probably in the first qtr of this year. Still nothing. What could be so labor intensive as ordering a bunch of mags from their vendors.... ? J

 

[oldandslow]

They've had my cracked frame 5906 for fourteen months (yes- 14) and I have sent eleven emails and still can't get an answer on when my pistol will be back. SW customer service has become terrible-even worse than EAA or Taurus.

best wishes- oldandslow

 

[Aviator]

I don't know why they can't put you in line and let you send the gun in when you are a month out.
I asked about that and they said they are considering it.

 

[TAROMAN]

I have a 29-2 that's been there since May.
They say its in line to be inspected and estimate.
May be up to 9 months before they even look at it.

 

[Aviator]

That's bad news for me.
Last week I sent them a 17-3 for a barrel issue.
If they got enough email complaints from customers the higher ups might get more concerned about turn around time.
I had an old Ruger refurbished and blued not long ago,it was back in two weeks.

 

[Trane]

I have had the similar experience with the generic e-mails, as well as two phone call messages left to me - which were "out-of-date" in the process.

I have sent in my Model 28-2 for refinishing. They didn't tell me ahead of time that it will take a minimum of a week to just open the box. They didn't tell me before that it would take 6 to 8 months to do the job. This information was gleaned by talking to Customer Service on the telephone.

I am now trying to get my gun back. Problem is - when they do get to it, they will ship it FedEx, paying the costs and will deliver to a age 21 or older person at the address. It doesn't have to be the addressee. My problem with this is FedEx and UPS quite often mis-deliver in my area. So, check this out - they deliver to a neighbor who opens it and finds a free .357 Mag pistol, registered to me - and does whatever he wants with it.

I live in Connecticut - S+W is in Springfield, right on the CT border. They won;t let me pick it up. I feel as if my gun has been stolen from me.

I understand that S+W has merged with the Thompson Center Service folk, which may be a part of the problem. My advice is - except for the shipping label by e-mail, talk your problems over with a human being on the phone,