What's a "reasonable" wait time for an RMA from Smith and Wesson?

[10mm_Bob]

Hi all - I have a few S&W Revolvers now, and just picked up a 629 4" to compliment my 329PD and share holsters and such. I got it used for a good price from a local dealer....but waited quite a while to shoot it for the first time (my bad). Well, first time out cylinder locked up. Can't get it open no matter what I try (within reason). Decided not to risk any damage by trying to be a "garage gunsmith" and contacted S&W and opened a ticket with them. I was 100% honest and told them the whole story about it being used and all. They wanted me to send it in, and told me I'd get a return shipping label soon. That was three weeks ago, and still no return shipping. I've contacted them multiple times requesting status (four times over three weeks to be exact), and all I am hearing is that it's in the system, and should be soon. All I'd like to know is what the "reasonable" expectation should be? Three weeks seems a bit long to me for just return shipping, but perhaps that's normal? What are your experiences? This is definitely NOT a whine....I'm actually impressed that they're willing to do this as if I were the original owner. I definitely don't mind paying for my mistake, but they seem willing to go above and beyond here.

 

[hoc9sw]

I've had mine by email a few minutes after I hung up the phone.

 

[10mm_Bob]

Sounds like calling is better than going through the website.

 

[racknrider]

I got one in about 4 days using the online contact.

 

[hoc9sw]

Be sure they have the right email address, and that the email isn't going straight to junk or trash bins.

 

[Jamesatrange]

Within hours, sometimes minutes. You need to take names when calling so you can call the same person back if something doesn't go as planned. They aim to please in my book so call back after you check your spam email if you don't have it.

 

[10mm_Bob]

UPDATE: I called today, and he sent me a shipping label while we were still on the phone. I'll just pick up the phone if I ever need to do this again. I'm very impressed that they are willing to fix this one for free....even though it was bought used and obviously in this condition (unknown to me, of course). I told the whole story to the guy on the phone, and even said I don't mind paying in this case. They back their product. That's what I call a first class company.

 

[10mm_Bob]

UPDATE: I finally got this 629 back a couple days ago. Smith and Wesson paid for everything, including shipping both ways. Can't ask for better customer service than that. They took a firearm that they knew was bought used (and was probably sold with problems), and fixed it under warranty as if I were the original buyer...even paying for the shipping. They even swapped out the grips for me at no charge. That type of service is unheard of these days. Way to go S&W, you've made a customer for life.

The repair report was a bit vague, but it looks like they replaced the rod and center pin. Works great now.

 

[petewoodland]

I had a similar experience with S&W about a year ago. I bought a used Mountain Gun in 45 colt and it performed flawlessly with my light reloads. One day I tried factory ammo and it would not eject. Long story short, it had one oversized chamber in the cylinder. I returned it to S&W expecting to pay for a new cylinder. I had it back in 3 weeks fully repaired at no charge to me. Great people. I currently have a 25-2 in for repair (timing issue) and again will not be disappointed if I have to pay. Will post again when the issue is resolved. Bought 625-2 today . It is roll marked Model of 1988 and appears almost new. Can't wait to fire it.

 

[Edmo]

I've had mine by email a few minutes after I hung up the phone.

Same here... Give them an email address and it will show up in minutes.

They have good customer service. Unfortunately because of their current lack of quality control I am quite familiar with the merits of the CS department.

Edmo