Warranty issues at SW

[Oil Field Trash]

Long story short, I am having a problem getting a new MP9 2.0 5" repaired. Factory claims "could not replicate customer claims" (stove pipe cases jams, short cycling, does not return into battery) which I noted to the shop sending it back for me. I tested the pistol again today after picking it up. 4 magazines used, 5 different brands of 9mm both in 124 and 115 fmj, same problems are present. It will now go back to SW for repair, along with a note to management.
I've never had this type of problem with SW in the past and pretty much pissed off with their response. I'll try calling on Monday to see if I can get someone to actually repair the pistol. I have same model that I shoot regularly and it runs like a top, the newest one wont. Anyone else had this issue before?

 

[Narragansett]

By any chance are you limp wristing the gun?

 

[Frailer]

I have not had a warranty issue, but I have known guns that just wouldn’t function for some people but would for others.

I once owned a Glock 19 that would have at least one malfunction per magazine when my late son-in-law shot it, but it functioned just fine for me. He wasn’t “limp-wristing” or doing anything else wrong. He was a skilled shooter—certainly better than me. There was just something about the way that gun cycled that didn’t get along with his grip or shooting style or…something.

Obviously I have no idea if there is anything like this going on with your gun, but semi-autos are weird animals.

 

[CouchPotato]

I've had issues with their warranty department

 

[gc70]

If the factory could not replicate a problem on the first try, it might be helpful to provide more info.

In your case, I would suggest making a video when you go shooting. Describe each problem you have as fully as possible. When you get home, edit down to just the problems and send the edited video to the factory. If necessary, send a copy of the video on a camera card or flash drive enclosed with the gun when it goes back to the factory.

PS - it took several tries over three years for the factory to finally fix my wife's 380 EZ from stovepiping by replacing the barrel.

 

[swsig]

Try shooting only +P or Winchester NATO rounds. Sometimes a pistol will need to shoot a bunch of high-powered stuff to break in properly.

 

[.38SuperMan]

I bought a new 2206 22cal in the 90’s when they came out. The gun never functioned properly from day 1. I had my dealer send it in for warranty service and it still stovepiped, failed to extract and fed two cartridges at the same time. I had several mags and none worked properly.

I had the gunsmith at the dealer work on it and still no success. I ut it in the safe and forgot it until three years ago and tried it again. Same old problems so I called Smith and the sent a label and I sent it in. About a month later I received it back and it still wasn’t fixed. So I traded it off and no more problems.

I changed springs and Smith rebuilt it and the gunsmith at the dealer changed parts and tweaked with no success.

It just happens some times so we trade them off and move on.

 

[hardluk1]

Try to find another person to try your pistol with ammo they want to try on the own not you watching unless from the parking lot !! If problems show then deal with s&w CS again . If it runsa well for a different shooter . its you . This pistol does plunk test your ammo choices , right ?

 

[rct269]

By any chance are you limp wristing the gun?

That was going to be my first question, but beyond that your experience is a common symptom of what's referred to in Problem Solving School, where the very first thing you get beaten into your head is to make sure you know THE REAL PROBLEM---before you spend valuable resources trying to solve symptoms or apparent problems.

It is my considered opinion your experience may very well have nothing to do with guns, but with the changing philosophy of the folks who make them. Those folks started out a looooooooong time ago with the philosophy they could be successful if they made the best possible product for the price---and damned if it didn't work. After about a hundred years, they seem to have gotten the idea they could be even more successful if they built their product for the lowest possible cost.

Achieving the lowest possible cost most certainly goes beyond building a product---it includes any and EVERYTHING else you do. So now, some seventy odd years after the first hundred they're getting pretty good at pinching pennies. Your experience just might be yet another example of holding costs down. After all, it costs a whole lot less to tell you there's nothing wrong with your gun than it does to fix it---and judging from the fussing and fuming from other folks, you'd be without your gun for MONTHS, if they did fix it.

I could go on and on with examples of real life cost cutting, but I've got some serious grass cutting to tend to, and I aim to get an early start.

Ralph Tremaine

 

[Yendor357]

Wes flash there, Trash:

S&W doesn’t care about you. They don’t care that your pistol doesn’t work. They are going to forget you called the second after they hang up. They’re way smarter than you. Your gun doesn’t have a problem. You do. (You don’t really have a problem, my friend. I’m trying to make a point)

Do to S&W what they did to you. Turn your back on them. Get rid of that lemon and buy a CZ. Buy a SIG. Heck Tisas is supposed to be really good.

I love the old Smith and Wessons. Their customer service used to be fabulous. I once sent a 625 that I scratched. It was my fault. I sent it out on Monday, and had it back Wednesday morning. 2 days later! There’s no reason whatsoever for their repair department to be backlogged 6 months.

It’s a shame what that company has become.

 

[Gman556]

Wes flash there, Trash:

S&W doesn’t care about you. They don’t care that your pistol doesn’t work. They are going to forget you called the second after they hang up. They’re way smarter than you. Your gun doesn’t have a problem. You do. (You don’t really have a problem, my friend. I’m trying to make a point)

Do to S&W what they did to you. Turn your back on them. Get rid of that lemon and buy a CZ. Buy a SIG. Heck Tisas is supposed to be really good.

I love the old Smith and Wessons. Their customer service used to be fabulous. I once sent a 625 that I scratched. It was my fault. I sent it out on Monday, and had it back Wednesday morning. 2 days later! There’s no reason whatsoever for their repair department to be backlogged 6 months.

It’s a shame what that company has become.

I had the opposite experience with S&W when I cracked the lower with a hot factory win 230gr rd.

They replaced the frame at no cost to me.

That being said the 45 and a 10mm I had were two lemons, and that made me never want to buy any S&W product again.

Even my 2.0 4.25" 9mm had some issues, but now runs great. It's probably the only one I may keep for now. The 45 and 10mm are gone with no regrets at all.

S&W are the only pistols I have ever owned where all 3 of them were with issues.

I also did own two 1.0 45's in the past and they were ok.

It's a shame because I really liked the way the M&P's felt in my hand over just about everything else.

That is, until I tried a Walther.

I have owned HK USP's, 45c's, and VP's the past and they were far superior, but I was having a hard time getting holsters for them, but that is no longer an issue these days.

The new all metal comped M&P's look promising, but I'm not convinced they are worth $900.

 

[ISCS Yoda]

It's been 24 years since I had to deal with S&W customer service. They were great back then.

 

[Beju]

Do to S&W what they did to you. Turn your back on them. Get rid of that lemon and buy a CZ. Buy a SIG. Heck Tisas is supposed to be really good.

I'd scratch CZ from that list if you want good customer service. Judging by what other people say, if anything isn't right, customer service leaves a lot to be desired. The Bren 2 in 7.62x39 had all kinds of gassing issues. They also can't be bothered to make enough Shadow 2 extended safeties for them to reliably be in stock.

Personally, I will say that SIG's optics division has excellent customer service. Better than Trijicon, actually. SIG didn't make me pay return shipping, and gave me a little writeup of what was done to test the optic I sent in. Shame that I don't care for how the P320 shoots.

 

[gc70]

A very few companies have demonstrably bad customer service. My pet peeve is with Beretta, which has a well-deserved F rating from the Better Business Bureau, although repeated prodding from my state's Attorney General did get my issues with Beretta resolved.

Conversely, a few companies have exemplary customer service. My son loves Daniel Defense for their highly proactive customer service. He says buyers will pay more for DD weapons because they can depend on great customer service, which is paid for by the higher prices.

For most companies, customer service is just another business function. And that often means a customer's experience may well vary based on which customer service rep they deal with. I have dealt with two S&W CSRs on the same day about an issue with a gun under warranty. One CSR was useless and told me S&W could/would not help me, while the other CSR was phenomenal in getting me return labels and leaving detailed notes and instructions that helped get my issue resolved.

 

[LVSteve]

Long story short, I am having a problem getting a new MP9 2.0 5" repaired. Factory claims "could not replicate customer claims" (stove pipe cases jams, short cycling, does not return into battery) which I noted to the shop sending it back for me. I tested the pistol again today after picking it up. 4 magazines used, 5 different brands of 9mm both in 124 and 115 fmj, same problems are present. It will now go back to SW for repair, along with a note to management.
I've never had this type of problem with SW in the past and pretty much pissed off with their response. I'll try calling on Monday to see if I can get someone to actually repair the pistol. I have same model that I shoot regularly and it runs like a top, the newest one wont. Anyone else had this issue before?

So if I'm reading this right, you have two identical 5" M&P 9mm pistols. One runs, and the other does not. First, I would swap the recoil spring assemblies and see if the fault follows it. If no result, I would try the slide assembly off the good one on the frame of the troublesome piece and see what you get.

Then there are the mags. Did S&W test the gun with the mags that came with the gun? If not, then see if the mags sit differently in the frames of the two guns. Do the four mags you tested in the bad gun run OK in the good gun?

 

[Oil Field Trash]

I appreciate the suggestions , and nothing changes. The only thing I left out i that I'm a lefty, and I upgraded my first 5" MP 2.0 FDE with an Apex forward set trigger about 2 years ago. I tried swap around idea and by process of elemination, it appears to be the lower assembly.I'm not sure what they call the "trigger group" but methinks its the culprit. It was returned again today and maybe it'll be functional this time around. Thanks guys for the discussion.

 

[Yendor357]

OFT shouldn’t have to swap this or try that. He already purchased 5 different kinds of ammo. The gun should work, left handed or not.

My CZs work flawlessly; With any and everything . Plus you can send a CZ to Cajun Gun Works, and have you can have a gun with accuracy that rivals anything. You want a revolver like crisp 2.5 pound trigger on your 9 auto, great sights, slide milled for a red do? You can have all that.

 

[JoeDice]

That was going to be my first question, but beyond that your experience is a common symptom of what's referred to in Problem Solving School, where the very first thing you get beaten into your head is to make sure you know THE REAL PROBLEM---before you spend valuable resources trying to solve symptoms or apparent problems.

It is my considered opinion your experience may very well have nothing to do with guns, but with the changing philosophy of the folks who make them. Those folks started out a looooooooong time ago with the philosophy they could be successful if they made the best possible product for the price---and damned if it didn't work. After about a hundred years, they seem to have gotten the idea they could be even more successful if they built their product for the lowest possible cost.

Achieving the lowest possible cost most certainly goes beyond building a product---it includes any and EVERYTHING else you do. So now, some seventy odd years after the first hundred they're getting pretty good at pinching pennies. Your experience just might be yet another example of holding costs down. After all, it costs a whole lot less to tell you there's nothing wrong with your gun than it does to fix it---and judging from the fussing and fuming from other folks, you'd be without your gun for MONTHS, if they did fix it.

I could go on and on with examples of real life cost cutting, but I've got some serious grass cutting to tend to, and I aim to get an early start.

Ralph Tremaine

And that is why Japanese vehicles, HONDA and TOYOTA , and Korean , Hyundai and Kia sell so many vehicles here in the USA. They have strong QA programs and the Korean manufactures have 100,000 mile warranties .
Plus we consumers did it to ourselves we want LOW prices ….
YOU GET WHAT YOU PAY FOR !!!