Update: Smith and Wesson Customer Service and Quality Control (Extremely Negative)
- Thread starter Blinkers
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Live and learn. I'll take a loss, sell it without the thumb safety and a disclosure and move on.
My experience has been the same. Even “back in the good old days,” S&W customer service has always been anywhere from great to lousy. I always figure when I call, be prepared to hang up and call back later if things start going south.
Have thumb safeties on full-size M&Ps recently been changed? A thumb safety was previously a part that could be easily installed or removed by the owner; the biggest issue was keeping up with the tiny plastic plugs that filled the slots in the frame.
If the thumb safety is still a user-removable part, take it out, fill in the frame slots (S&W used to send the plastic plugs for free), and sell the pistol as a NTS model (which many people prefer).
That's what I'm doing, just thought I'd mention it used to be a safety version to the new owner in case it ever bothers them.
minconrevo
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Before you write off this pistol please consider one more phone call to S&W Service. Ask to be transferred to the department head. Reason is you've sent back a new unsafe, not to spec pistol TWICE and need resolution. Be persistent and polite that you need to visit with a much higher up. I'm sure you'll have your papers from previous work requests to lay out. Ask for a new, in spec, fully functional pistol. Let us know how this works out.
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Quality Control Revolvers
SAW 63-5-New -8 rounds-Took it to a Gunsmith. Answer-Headspace slightly to tight. Had to machined yolk to give it a touch of more headspace. It cost me $. Reason I did not send it to SAW for repairs is as follows. SAW 617-6. New. Problems with Revolver. Took it to a Gunsmith. They said to send it back to SAW. I did. It took 3 months to get it back. They repaired or replaced 4 items. I do not understand this type of quality on what is suppose to be a top quality item.
SAW 63-5-New -8 rounds-Took it to a Gunsmith. Answer-Headspace slightly to tight. Had to machined yolk to give it a touch of more headspace. It cost me $. Reason I did not send it to SAW for repairs is as follows. SAW 617-6. New. Problems with Revolver. Took it to a Gunsmith. They said to send it back to SAW. I did. It took 3 months to get it back. They repaired or replaced 4 items. I do not understand this type of quality on what is suppose to be a top quality item.
kbm6893
Member
I’ve sent used Ruger’s in just to take advantage of their excellent service and give a thorough once over to a used gun I bought. All came back within a week. My buddy sent his late father’s Security Six back after his dad died. Many thousands of full house .357 fired through it. The brought it back to like new, even reblued it. Took maybe 3 weeks.
I sent a 29 year old Glock back to Glock. Total time from leaving my hands to back in my hands was 4 days, Pennsylvania to Georgia and back. Totally updated it. Charged me nothing.
S&W has seriously dropped the ball on their warranty service.
Ditto the ruger love. I purchased a well used Redhawk that would start to bind on one cylinder. I disclosed it was well used, I wasn't the original owner, and that I was sure it had been used with some hot stuff, and that I intended to pay for the repairs. The woman on the phone chuckled and said just remember us when you need another, sent me a return label, and I had the gun back after repairs in less than a week and a half if im remembering right.
With my last S&W adventure I tried to get a revolver that developed a known design/materials flaw fixed, I waited months, called about the gun and would be directed to a voice-mail by a CS representative that promised quick return calls that were never made, and eventually just shipped the gun back to me with no communication. Calls didn't work, and I eventually got an email reply that the damage was user error. When I showed them their own manual indicating I was operating it correctly, I received no further replies. Stinks but there are plenty of better autoloaders from better companies and plenty of used smith revolvers to satisfy that itch.
pistolpete10
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Sent my 9mm EZEE back, shoots way low. Nothing they can do. I'll have to file down the front sight. Wouldn't be so bad if it didn't have the infernal white dot. Gonna look like **** even when I paint it. Got a new 629 that the trigger hangs in the forward position, can't shoot it double action. Haven't sent it back. Don't know if they'd fix it or not.
It's gone. Replaced by a Glock. They had more than enough opportunity to make it right.
minconrevo
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I feel your aggravation released.
I have had exactly one experience with Glock repair department. They quickly fixed, as in a couple days, the problem I had with one of their pistols. Upgraded some parts while they had it and test fired 50 rounds, all at NC. I compete regularly in IDPA with Glocks as well as put them to other duties. Once in a blue moon do I need to reach into my collection of Factory spare parts to replace a worn part.
I've had 3 Rugers that needed fixing. One was a new pistol with a minor machining error on the slide. Another was a used pistol that needed some springs. Last one was a rifle with a trigger return spring failure (non-Ruger part). All remedied in less than 10 days at NC by sending me the part I needed in 2 cases, with the 3rd being a slide swap.
I just found this YouTube video in my feed. Doesn't sound too good.
[ame]https://m.youtube.com/watch?v=vsePq3XSLU4[/ame]
[ame]https://m.youtube.com/watch?v=vsePq3XSLU4[/ame]
Will41
Member
Ruger has outstanding customer service. They fix any problems quickly and don't give you any ****. I tell everyone about their great customer service. Unfortunately, I can't say the same for Smith. What reason did you give for sending in your Glock and Ruger.
kbm6893
Member
I really don't recall. Something minor like failed to extract or something. The Glock I was totally honest about. Told them it was a 28 year old NYPD gun and I wanted it to be given a once over due to its age and the fact it had a lot of +P duty ammo through it. Sent it on 12/20. They got it on 12/22. Tech called me on 12/22. Super friendly guy. Told him I just wanted it to be given a once over and new sights. He said "no problem". On 12/24 it was back in my hands. Virtually every internal part replaced (except the locking block. They even replaced the striker and the striker plate). Sent it back in a Glock factory hard case.
Ruger was even better. I'm pretty anal about keeping my guns cleaned, so I took apart 4 10/22 mags to clean. Couldn't get the tension on the spring right. Called Ruger and fessed up. Nice lady laughed and told me they'd send 4 new ones at no cost. Even gave me a choice of black or see-through. She told me to keep the ones I took apart and to keep trying, and I'd get it. She was right. Watched a couple of youtube videos and they're good as new.
My friend bought a used GP100 and the cylinder was out of time. You'd cock the hammer and it would turn, but not lock in. He got it for $250 since it was broken. Sent it to Ruger and fixed in a week. Free of charge. I would have bought it but I already had a GP100.
I agree with everyone's comments about Ruger. A few years ago, I sent my 42 year-old Standard back to Ruger with failure to eject problems. They replaced the wobbly ejector and installed a new extractor, all free of charge. Turnaround was one week. My Standard has not had a single failure since.
Regarding S&W, I've had mixed experiences. My Shield 9 came with a defective recoil spring assembly. It took over 3 months to get a good one, after two failed attempts by S&W. That was more of a supplier issue, and S&W did make good faith attempts to solve my problem. When I later experienced FTE problems due to another wobbly ejector, they took it back, but did not repair it.
Later, when my super-reliable 1.0 M&P 40c started to have failures to fire at about 10,000 rounds, S&W took it back and completely rebuilt it, replacing every moving part but the extractor, all free of charge. Turnaround was about a month, which was not Ruger-quick, but was still reasonable. I've shot 5,000 rounds since without a single failure, so I am extremely pleased with their customer service with my 40c.
Does this mean S&W's customer service is good or bad? You be the judge.
Regarding S&W, I've had mixed experiences. My Shield 9 came with a defective recoil spring assembly. It took over 3 months to get a good one, after two failed attempts by S&W. That was more of a supplier issue, and S&W did make good faith attempts to solve my problem. When I later experienced FTE problems due to another wobbly ejector, they took it back, but did not repair it.
Later, when my super-reliable 1.0 M&P 40c started to have failures to fire at about 10,000 rounds, S&W took it back and completely rebuilt it, replacing every moving part but the extractor, all free of charge. Turnaround was about a month, which was not Ruger-quick, but was still reasonable. I've shot 5,000 rounds since without a single failure, so I am extremely pleased with their customer service with my 40c.
Does this mean S&W's customer service is good or bad? You be the judge.
Inusuit
Member
Last year I sent a 639 in for recall adjustment. They sent a prepaid label. I had the gun back in 10 days from the day they received it.
Maybe recalls are handled differently. Never had to use CS on a new S&W. Maybe that's because none of mine were purchase new and none newer than 1998.
Maybe recalls are handled differently. Never had to use CS on a new S&W. Maybe that's because none of mine were purchase new and none newer than 1998.
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