I know this is going to take a while and can't do anything about it except whine. I guess the more I think about it the more I just can't get over how this thing escaped the factory. I mean it didn't work! It wasn't a gun, It was a freakin' paperweight.
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What's the usual turnaround time on a warranty repair?
- Thread starter SWOhio
- Start date
Current wait time 6-8 weeks
I am so disappointed with my purchase of the Shield Plus, straight out of the box parts falling out of it. This was a Friday and of course had to wait until Monday to talk with CS. She made it out like it was my fault. Had not even loaded the gun ever. So pretty much a week now has passed to get it shipped and logged into S&W. Now CS tell me another 6-8 weeks for a warranty repair. So why if S&W such a great gun/company why such a backlog of warranty repair. When I get the weapon back if I ever see it again and if it should work I will sell it at a loss because I can never trust it to be an EDC. Further I never want to deal with S&W ever again. I WANT TO SAY THIS TO ALL, I AM CERTAINLY NOT AN EXPERT BUT MY OTHER GUN IS A CZ P10s and it is far superior in quality, fit and finish. Also it works. It was a little bit more money but it works. I guess with S&W I don’t have to worry for anterior abdominal carry like shooting myself because the gun doesn’t work. Choose wisely if you feel it’s important to have a quality weapon and prompt warrant support. One last thing my first gun was a Taurus, have had two Rutgers and I have three CZs, never a problem with any.
I am so disappointed with my purchase of the Shield Plus, straight out of the box parts falling out of it. This was a Friday and of course had to wait until Monday to talk with CS. She made it out like it was my fault. Had not even loaded the gun ever. So pretty much a week now has passed to get it shipped and logged into S&W. Now CS tell me another 6-8 weeks for a warranty repair. So why if S&W such a great gun/company why such a backlog of warranty repair. When I get the weapon back if I ever see it again and if it should work I will sell it at a loss because I can never trust it to be an EDC. Further I never want to deal with S&W ever again. I WANT TO SAY THIS TO ALL, I AM CERTAINLY NOT AN EXPERT BUT MY OTHER GUN IS A CZ P10s and it is far superior in quality, fit and finish. Also it works. It was a little bit more money but it works. I guess with S&W I don’t have to worry for anterior abdominal carry like shooting myself because the gun doesn’t work. Choose wisely if you feel it’s important to have a quality weapon and prompt warrant support. One last thing my first gun was a Taurus, have had two Rutgers and I have three CZs, never a problem with any.
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I believe the OP said the revolver needing repair was a 648. My guess is that the repair department is awaiting another production run of that model as only then will there be some extra cylinders, extractor stars, and related parts available to do this repair. I could be wrong, but with CNC machines, or MIM injection molding machines, I don’t think they keep the same inventory of spare parts as in the past. I would be surprised if they run 648s more than once a year. Just a guess.
Well, in S&Ws defense, the COVID lockdowns and mandates has put everyone behind. Many companies, especially in the liberal north east were shut down for months until they were allowed to go back to work, that puts them way behind on production and repairs. Then even when allowed to return, they have COVID protocols that slow production. Not only that, seems like just about every company you deal with these days have items on back order, raw materials etc are all hard to come by, again most driven by COVID lockdowns and mandates world wide. I know it may seem like the excuse/reason is getting old, but facts are facts. Now with the executive vaccine mandates for companies over 100 employees, some employees have refused to take the vaccine and have quit, so there are staffing shortages on top of that.
Be patient and give them some time to make it right.
Rosewood
Be patient and give them some time to make it right.
Rosewood
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I'd be interested if the OP ever received his gun back and the quality of the repair!
A couple weeks ago my 500 mag was returned after they re-barreled it, put on a new cylinder, adjusted the yoke and test fired it, all under warranty. Total time, two months almost to the day. No charge for anything, including shipping both ways. I couldn't ask for better service.
twodog max
Member
I too am awaiting a return from S&W. It is a problem somewhat unique to them. In the past year I have had to return two firearms for warranty work and a recall. One went to CZ the other to Henry. The longest one was gone was to Henry. I had it back in my hands fixed in 2 weeks. The CZ was only 10 days. Both of these companies kept me informed via email every step of the process. CZ even had the repair tech contacy me stating what he did and why.
S&W has had my revolver going on 6 weeks with no word at all. I called and was told no information was available.
S&W would do well to take a few lessons from CZ and Henry on customer service. IMO the best customer service in the business is CZ hands down with Henry a very close second. These two are better than Ruger.
S&W has had my revolver going on 6 weeks with no word at all. I called and was told no information was available.
S&W would do well to take a few lessons from CZ and Henry on customer service. IMO the best customer service in the business is CZ hands down with Henry a very close second. These two are better than Ruger.
twodog max
Member
I would say that is normal. Is it the right thing? To that I would say NO.
In my case the revolver was received October 6th and signed for. It was not logged in for repair until the 19th. So it sat at S&W for almost 2 weeks before even being logged in. When I called about 10 days ago all they could tell me was the date it was logged in. Then the standard reply of it will take 6-8 weeks for repair. I figure if I see it by early next year it will be surprising.
My previous experiences with warranty repair was much better but then that was almost 15 years ago.
I no longer believe all the covid etc. excuses. There has been plenty of time to figure better ways to do things as long as that mess has been going on.
Don't make excuses work on solutions and that applies to all customer service folks not just S&W. Rant over
In my case the revolver was received October 6th and signed for. It was not logged in for repair until the 19th. So it sat at S&W for almost 2 weeks before even being logged in. When I called about 10 days ago all they could tell me was the date it was logged in. Then the standard reply of it will take 6-8 weeks for repair. I figure if I see it by early next year it will be surprising.
My previous experiences with warranty repair was much better but then that was almost 15 years ago.
I no longer believe all the covid etc. excuses. There has been plenty of time to figure better ways to do things as long as that mess has been going on.
Don't make excuses work on solutions and that applies to all customer service folks not just S&W. Rant over
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