WOW! S&W is BUSY!

[Dan Carey]

Sent a gun for repair today...SEVEN months expected turn-around time! I also have a pistol that would benefit from a re-blue and Customer service said they're so backed up, that they wouldn't even accept it at this time. They said they've been swamped.
Oh well, at least I have some other revolvers to shoot!

 

[ISCS Yoda]

I wonder if the move to Tennessee is part of the problem?

 

[Sakràn Dog]

I am almost five months into my wait for a repair - that estimate is probably realistic.

 

[armorer951]

They're not busy, they're understaffed.

 

[waffles]

I had a similar wait time, but a ****** outcome that left me with a broken gun. If it's something you can fix yourself, I'd suggest going that route. If it's something that absolutely needs the factory, send it in and try to just forget about it until you get an email sometime in 2022.

 

[chief38]

I guess they have still not figured out that it pays to invest in more and better QC inspectors before guns get shipped out. I'd imagine that a good part of their back log is warranty work.

 

[Triggerman66]

Warranty Work

Sent in my M&P 9mm for some warranty repair in mid July and received it back yesterday nearly 3 months later to the day. Their customer service group were a pleasure to deal with and gave realistic repair completion dates. Everyone seems to be shorthanded of skilled people these days, Smith & Wesson is no exception.

 

[chief38]

Two ways to speed up customer service times:

1) Add more trained staff

2) Reduce mistakes before shipping

 

[luvsmiths]

I wonder if the move to Tennessee is part of the problem?

Nah. Just lousy quality control.

If there is THAT much stuff going back, they have bigger problems than being "covid understaffed"......

 

[Narragansett]

Two ways to speed up customer service times:

1) Add more trained staff

2) Reduce mistakes before shipping

Reducing the mistakes would be the easiest part, but where are you going to get more trained staff for a gun maker?

This was the industrial Northeast, but not anymore. Tool and die men and machinists are moved or retired. Who is going to train these people? RI was the jewelry capital of the world, and the building wire capital. All gone. Leesona, Bostich, Brown and Sharpe, BIF, Leviton all 500,000 to 1million sq foot machine shops, and the support shops, all gone.

 

[Narragansett]

Sent a gun for repair today...SEVEN months expected turn-around time! I also have a pistol that would benefit from a re-blue and Customer service said they're so backed up, that they wouldn't even accept it at this time. They said they've been swamped.
Oh well, at least I have some other revolvers to shoot!

I think you can get rebluing recommendations off of this forum. I have seen many mentioned besides Ford down in Florida.

What do you want to reblue? Is the gun worth sinking 300-350 into a bluing job?

 

[armorer951]

Years ago, people worked for Smith and Wesson for their entire lifetime, devoting decades of service to the company. Workers hired on at a variety of skill levels, and were trained within the company. A large majority of those people are now gone, literally, and they have not been replaced. Their skill levels will never be replicated.

Today, most of the Customer Service and repair functions have evolved into replacement of MIM parts by people who no longer have or need fitting and assembly skills. Tolerances are much closer, and many of the parts that used to be hand fit are drop in's.

I agree with those who have asserted that this long and unacceptable turn around time could be easily fixed if ALL of the guns were inspected and tested BEFORE leaving the facility.

The crux of the problem is, you need a good supply of conscientious people who will show up each shift, and take pride in their work and the products they help produce......and do this at a starting wage that is near minimum.

As a result, quality control at S&W (and many other companies) is now largely in the hands of the consumer. As long as this is the case, "new in box" problems will continue to plague the industry. It's a shame.

Carter

 

[Rich Richardson]

I felt like adding a S&W 500 to my collection. After reading one of our members recent problems and turn around time with his 500 I decided against it. I bought a Windicator 2" 357 instead. It satisfied my new gun urge and if it malfunctions I won't get too upset. After 500 rounds it's been a joy.

 

[Dan Carey]

I wonder if the move to Tennessee is part of the problem?

According to S&W...No, not at all.

 

[Gunhacker]

I wonder if the move to Tennessee is part of the problem?

I suspect that hasn't even begun to enter into the equation yet, S&W had already been falling behind the service eight ball in 2019, and I agree with others that have said a decrease in quality control and an increase of warranty work, coupled with under staffing is the issue.

Remember that S&W has issued a large number of recalls, which should keep them busy as well:

http://https://www.smith-wesson.com/safety/recalls

 

[Ackley1952]

Everyone who has served as ceo of a gun manufacturing continue to comment. Everyone else just shut up and listen.

 

[Gunhacker]

Everyone who has served as ceo of a gun manufacturing continue to comment. Everyone else just shut up and listen.

My, my... aren't we a bit touchy. And your qualifications that makes you the authoritative one to tell everyone else to shut up, are???

 

[chief38]

Reducing the mistakes would be the easiest part, but where are you going to get more trained staff for a gun maker?

This was the industrial Northeast, but not anymore. Tool and die men and machinists are moved or retired. Who is going to train these people? RI was the jewelry capital of the world, and the building wire capital. All gone. Leesona, Bostich, Brown and Sharpe, BIF, Leviton all 500,000 to 1million sq foot machine shops, and the support shops, all gone.

There are still some old time Gunsmiths that could and should train the younger apprentices. I really don't believe S&W has made an honest effort to do so. I have seen success in other industries and there is no reason at all that younger apprentices can not evolve into fine GS's with proper training time and experience. I still believe there are some that would jump at the opportunity if they were offered it - but the parent Company has to make a dedicated and concerted effort to do so.

If this isn't done relatively soon the old timers will be retired, too sick or just no longer interested in teaching the younger crop. Once that happens, the true GS fades away.

Teaching quality control and what is to be rejected is another thing. After reading all the posts here in this Forum over the last few years - it's really appalling to hear about what gets through S&W QC Dept. Actually scary! Every Company will have a certain percentage of oversights but from what I have seen here, there is way way too many at S&W now-days.

 

[ggibson511960]

New Gun Owners

No one has mentioned the large, sudden expansion of first time gun owners, a surefire way to increase service and warranty work.