Who at Smith & Wesson should I complain to?

[Careby]

This is a photo taken under a bright light of the first part of the yoke s/n . The new s/n is CME1xxx, the old s/n is TRD08xx. The model number is 325. In most light the old numbers are not easily seen or photographed.

I've decided I'll email the photo to S&W customer service and see what they have to say.

 

[pinkymingeo]

Keep trying. Maybe warranty claims will cost them enough to rethink first-line quality control. I just got a revolver back from it's fourth trip to S&W. A cylinder skipping problem they apparently couldn't fix, until now anyway. I think it's finally right. They've sure lost money on this one.

 

[NVBob]

Careby,

It is inexcusable if Smith intentionally lied to you about destroying the old frame...One would hope that there is some other reason (albeit lame)for this debacle, other that intentional deceit. I'm very curious to know how they respond to your email with the picture.

Hopefully this will work out for you in the end. Despite the not-so-great finish, and an initially loose mainspring, my TR has really grown on me, and I think it is now my favorite gun to shoot.

-Bob

 

[magnum12pm]

Keep your cool and send that picture in to S&W. They don't have a leg to stand on. I'm betting you get your self a brand new gun, as they have made themselves look like total fools. I sent a 1911 pro series back to them without ever firing a shot out of it. They said your right and we are wrong, problem solved with 5 day turn around on their dime.

 

[ENH]

Careby - Shoot it only until you get the return label. Some one screwed up and I bet no one else knows at S&W. DO NOT LET IT GO.

Did you have to do new paper work at an FFL dealer? S&W returned my new SN 396 to my FFL. With a new SN I believe it has to be done, background check and all. Let us know.

 

[Careby]

Originally posted by ENH:
Did you have to do new paper work at an FFL dealer? S&W returned my new SN 396 to my FFL. With a new SN I believe it has to be done, background check and all. Let us know.

No, it was shipped from S&W directly to me. This may vary by state. In Kentucky there is no registration or permit required that would be affected by a change in serial number, so maybe it doesn't matter.

 

[ENH]

No registration or permit here either, I understood it was federal. I would call first thing tomarrow and email that picture.

 

[doctorxring]

.

Who owns this company now ?

Bernard Madoff ?

That's just incredible that they would do that.

.

 

[ENH]

Careby - Did you call S&W today?

 

[Nightowl]

Just a thought, but that might be a way to skim a frame by someone with nefarious intentions!

Please make them aware of this. I would not want to own and try to explain to the nice ATF agent that the serial number was defaced at the factory!

 

[allglock]

A fax to Michael F. Golden @ 413-747-3317 WILL get the ball rolling.

 

[Revolver King]

PLEASE keep us posted and don't give up on this. We all want to know how S&W responds to your complaint.

 

[Careby]

Originally posted by ENH:
Careby - Did you call S&W today?

I emailed a photo Sunday evening. I told them I would send it back for either replacement or refund, but not for repair. I don't know how they will respond to that. I'll give them a few days.

 

[allglock]

Originally posted by Careby:

Originally posted by ENH:
Careby - Did you call S&W today?

I emailed a photo Sunday evening. I told them I would send it back for either replacement or refund, but not for repair. I don't know how they will respond to that. I'll give them a few days.

Like I said : A fax to Michael F. Golden @ 413-747-3317 WILL get the ball rolling.

 

[ENH]

Does any one know more about the issue of the New Serial number with out going through an FFL?

 

[Careby]

Originally posted by allglock:
Like I said : A fax to Michael F. Golden @ 413-747-3317 WILL get the ball rolling.

I appreciate the info. I'll consider that for Plan B.

 

[ENH]

The suspense is killing me.

I still believe someone at S&W is trying to cover up their mistake.

 

[Careby]

Just to be clear regarding the changed serial number. The "official" serial number for the revolver is the one on the bottom of the butt. This was ground off very thoroughly and a new one applied. There is no confusion about the serial number IF you know the one on the yoke is only there for convenience. (I didn't check to see if service or boot grips will still fit the frame now that the butt has been ground down.) The reason I focused on the yoke serial number and photographed it is that it is the most obvious evidence that the frame was refinished rather than replaced. It's probably more difficult to grind down that area and I'd guess it was just bead blasted until the original etching was (mostly) gone.

 

[M29since14]

Does any one know more about the issue of the New Serial number with out going through an FFL?

Some years ago now, when S&W replaced a cracked M29 frame for me, they returned the gun with a different frame (and new s/n) and forwarded a letter with the gun, addressed to the local Chief of Police, explaining the destruction of the old frame and the use of the new one to replace it. No involvement by the selling dealer. That was probably 20-25 years ago, so who knows what SOP is these days?

When I took the letter in to the Chief, he read it, smiled, and handed it back to me - and away I went!

I think there are some assumptions being made about activities at S&W that may or may not have taken place, and it might be best to give them the benefit of the doubt. They will get things straightened out.

 

[Careby]

So I sent an email with photo on Sunday, and today I received a replay which says, "Call Customer Service." Why do they even bother publishing an email address?

So I did call customer service again, and they are sending another shipping label, and I guess we'll see what happens after they get it back.