Wow! S&W Service

[theothermikeg]

So, I just received my 6906 back from S&W. I sent it in and requested the 3rd Gen Action Package and to have them fix a POA/POI discrepancy. I expected to pay whatever they quoted, budgeted for the work, and then waited (impatiently) to hear back from them. After 3 months I received the estimate which included the action job and a barrel replacement. The cost with the new barrel was somewhere just south of $400. No mention of the sights.

I called S&W the next day and asked a few questions, then gave them my card # and authorized the repair. I was slightly annoyed that the cost was going to be the equivalent of what I originally paid for the pistol , but decided that it was worth it. Even with the worn barrel, it's a shooter. The guy on the phone told me that my card would be charged when the pistol was repaired.

So now I have my pistol back with an action job and a new barrel (I'm assuming that my POI issue was barrel related). No invoice was included in the box, just my gun and the old barrel. And all apparently, at no cost to me since my cc was never charged. They treated my request for an upgrade like a warranty repair and I'm not even the original owner.

This doesn't feel like a random act of generosity and I don't believe that I'm the only person who's been treated like this. Has anyone else experienced this type of service? Is this their business model? If so, it's a great way to build loyalty.

Now time to order some leather. I'm thinking Lobo.

 

[TTSH]

So now I have my pistol back with an action job and a new barrel (I'm assuming that my POI issue was barrel related). No invoice was included in the box, just my gun and the old barrel. And all apparently, at no cost to me since my cc was never charged. They treated my request for an upgrade like a warranty repair and I'm not even the original owner.

I sure hope you are right. But I wouldn't go spending that $400 on something else just yet. Billing might simply be on their summer vacation schedule.

 

[1775usmarine]

I called a few years back for dates made on 6 of my smiths. The guy who took my call asked for all serials and said he would email me back. About 10 min later I had an email with day month year and product codes. He also included the number of guns made for my 457, and 909. Usually when I call I'll just get month year and nothing extra.

 

[moralem]

I would call and ask.....no point in assuming they just gave it to you. Might be an error on their part.....things get a little busy and sloppy so why not call and inquire. If it was for free great, if it was a mistake no skin off your shin, you intended to pay for the services in the first place....

 

[18DAI]

1775usmarine did he give you a total production number on the 457s? If you don't mind, how many were made? Thanks! Regards 18DAI

 

[1775usmarine]

1775usmarine did he give you a total production number on the 457s? If you don't mind, how many were made? Thanks! Regards 18DAI

I can't find the email for 457 production numbers but found the email for 909 numbers which were 8023 made.

 

[vigil617]

I've previously related my fine experience with S&W customer service regarding a revolver I owned. Outstanding in every respect, and no bill for the repair, even though I was not the original owner either.

 

[toddcfii]

I have had kind of the opposite from S&W service. I called and asked if they could do a refinish on a stainless revolver that had some freckling. I had heard on this forum that might be a warranty item. I asked cost and if they would do it. And via email the Customer Service department said "send it in, we will take care of it". I thought that meant it was under warranty since I had asked about cost. They even sent me a free shipping label. Sent it in and about 8 weeks later comes an estimate for repair that is more than the cost of a new gun. So I said no thank you. Then they send me a bill for the cost of shipping it there and return which as not cheap. I call them up and send emails copying the customer service rep's name and emails. Still say I owe them shipping. Ugh. Finally get a supervisor involved and they agree to ship it back at their cost. Great guns, terrible customer service. I expect the OP just got lucky they forgot about him.

 

[Sevens]

I have only had one experience with S&W service and it was mixed. If I am forced to decide, I suppose I'll be a good guy and call it "a good experience."

Due to what was most likely a manufacturing error, my new-to-me 745 was ejecting extractors. When I ejected my first one, I miraculously found the extractor but not the spring or pin. I called S&W and asked for a pin as I had already ordered a new spring.

Gentleman on the phone said that he did have the pin and it was so small that shipping would cost more than the pin, but no matter, he was going to send it to me gratis. Just one tiny little catch... He told me that S&W was doing inventory and had a scheduled shut-down, and that would slow the process of getting it to me.

I did get it and *FREE* but it took two months. This pin is longer but thinner than a grain of rice. If I had to do it over, I would find a "close enough" drill bit and trim it to length.

Happy that S&W had the part for a gun that was 30 years out of production, but it's probably the same pin they used in all the 4506-based guns, if I'm guessing.

 

[ladder13]

........

This doesn't feel like a random act of generosity and I don't believe that I'm the only person who's been treated like this. Has anyone else experienced this type of service? .....

Yes, yes I have experienced it many times. I've had springs, grips screws and even a red ramp front sight for a revolver sent to me without charge. Had a 642 replaced after I told them I was at least the third owner.
Those are the items I can remember.
I did pay for repairs on a revolver just recently. I thought it might fall under the warranty but they deemed it not. I paid the piper and moved on without stamping my feet and throwing my toys all over the Internet.
The people who work there are human beings just like us. They're not to be belittled or abused, imo, they are earning a living. People can disagree with that, I could care less.
Unless you(no, not you...in general) walked in their shoes and all.

 

[bigggbbruce]

I bought a Stealth Hunter.. 1 of 262 with non-fluted cylinder..

The finish on the cylinder was blasted and looking pretty bad. I sent the gun in and waited. After a month I called and asked about the gun. Was told to keep waiting I'd get an invoice.. I was hoping for a warranty fix.. Kept waiting.

I called again and nicely asked if I may get it back before a summer holiday coming in 3 weeks. The lady who answered said she couldn't find my gun.. She told me she would check the next day, Friday and see if she can find the gun, didn't hear from her..

On Saturday FedEx pulled in the driveway..

Gun returned. New cylinder, no charge..