[Bottom Gun]

I bought a 6 inch 629 in 1980. It was one of the first ones available, a real showpiece. I did my best to keep it in pristine condition even though I carried it everywhere I went in the field.
I sent my beloved 629 to S&W for repair in March 2002. One of the internal lugs which captivate one of the pivot pins had fractured and my local gunsmith advised me to send it to the factory.
After eight months went by, I called to check on it and was told they were “unable to locate it”. They also mumbled something about some kind of move they made which was supposed to explain the confusion.
Two months later, they found it. It was then they advised me there would be a $110 charge to repair it since it was made in 1980. They said they only warranty guns made after 1989. I paid them and waited patiently for my revolver to be returned to me.

I finally received it last week. Thirteen months after sending it to them. When I opened the box, the first thing I noticed was that they taken a buffing wheel to it. They buffed it down so much the S&W logo on the side plate has almost been buffed out and the lettering on the frame and barrel is quite shallow now. It really looks terrible. It looks like some amateur went crazy with a buffer. I doubt it had any collectible value before, but if it did, it’s gone now. It really looks like a POS now.

Why would anyone feel the need to buff a STAINLESS gun? It had a few light scratches from 20+ years of carry, but nothing to justify a butcher job like this. It really upsets me to look at it now, especially since I did not request or authorize this “factory refinishing”. I would expect a better job from a trained chimp with a file and a hammer.

They “repaired” the internal problem, but now the trigger drags on the return. I guess if I want it fixed properly, I’ll have to take it to a gunsmith to repair the “factory repair”. At this point though, I’m so mad I’m not even sure I want to keep this gun now.

This is absolutely the last time I will ever have anything to do with S&W. I still have a dozen or so of their pre-treason revolvers but as they break, if a local gunsmith can’t repair them, I’ll sell them for parts. No way will I ever send anything to S&W for “service” again.
:fire:

[J Miller]

Bottom Gun,

I sympathise with you. I have had some lousy dealings with S&W too. I called them to arrange repair on my 81 vintage 25-5. The service guy told over the phone, "your gun is junk". They wouldn't even work on it.
People here told me to call back and talk to someone else, but the more I got to thinking about it, the less I liked the attitude.
My gun will go to Cylinder and Slide when I can afford it.

But, I will buy no more S&W's. Many Reasons.

Sorry they ruined your gun, I know exactly how you feel about that.
I have a Win 9422 that I took to a gunsmith for a very simple repair. They botched the job. Since getting it back I looked at it one time to verify what they did. It's sat in the gun case every since. I can't even bring myself to look at it. Maybe someday, after more money to a different gunsmith, who knows.

J

[Blueduck]

Wow! not good:(

I've sent a grand total of 5 guns to S/W to be repaired or have custom work done on them over the years (2 very recently). Each time I was happy with the work and the guns were returned well within 8 weeks.

Not blaming the victim, but why did you wait 8 months to call on your gun???

[Bottom Gun]

Blueduck,

I was out of town on contract and had asked my local dealer/friend to follow up and touch base with them. I guess he dropped the ball. I can't fault him though because he has a lot of other business to take care of.

[WebHobbit]

Man that sucks.

I just shipped them my 686 for some warranty work. Hope I have better luck.

:uhoh: :scrutiny:

I did a little research (here and at http://www.smith-wessonforum.com/cgi-bin/sandwcgi/Ultimate.cgi?action=intro) and found a great deal of glowing praise for S&W's service over the last few years.

So I'm hoping/guessing your experience was atypical. Read through the posts I found listed all kinds of great & free in warranty and out of warranty (guns bought used, etc.) work that read much like people have always spoke of Ruger.

Maybe we need a poll?

[braindead0]

You researched on the smith-wessonforum.com and expect to find negative information? That's too easy to expunge.

[bountyhunter]

Sorry to hear they trashed your baby. I'd kill somebody if they did that to one of my 686's. BTW: the stainless guns are buffed with a wheel when they are built, so some misguided person believed he should do it again. Those "buff wheel marks" drive me nuts and the first thing I do when I get a new gun is set down and mirror finish the barrel and cylinder to get rid of them. I also buff the frame sides a touch, but I can't imaging anybody leaning on it hard enough to thin out the logo and lettering. That guy must have been on way too much caffeine that day.

As for the trigger dragging on return: that sounds like the rebound slide is rubbing on something or not fitted correctly. A smith can definitely fix this and get it shooting right again.

[Blueduck]

Ah, I can see how that can happen Bottom Gun.

Hope your not just sitting back and taking it, that hurts everybody. Let them know of your displeasure via call, e-mail, and several letters to both management and customer service. Sometimes you get different answers from different parts of an organization so contact several ways allows your best chance to get someone who actually has a bit of power and allows you choose your best option (if any).

Doubt S/W can find a new "-0" 629 laying around but maybe you could at least get a little satisfaction from them.

Good luck! Blueduck

[ElToro]

i know a guy who shipped a 6 in 617 full underlug to S&W for a tune up and action work.. they took 4 months and when he got it back there was a nasty ding (I had seen the gun before and after) in the underlug like somebody had dropped it on concrete.

[WebHobbit]

You researched on the smith-wessonforum.com and expect to find negative information? That's too easy to expunge.

Those forums are NOT ran/owned by S&W.

I also researched here with similar (not as much though) results.

[FPrice]

My sympathy on your situation. I have several bits of advice, one of which is applicable to you now.

First, insure that whomever is doing the work knows EXACTLY what you want (and don't want). To the point of writing it down, sending it along with the firearm, and following up with a phone call when they receive to emphasize the point. Perhaps you did this and just did not mention it.

Now, for what you can do.

COMPLAIN.

Forcefully. By phone. Follow up with a letter. State what you feel is wrong and what you want done to repair it. At the very least I would ask for my money back. Don't let anyone get away with poor service.

If I were in your shoes I would ask for the gun to be returned to them at their cost, the trigger problem fixed (if it is something they caused and not just the stiffness of new parts) and the finish re-done as possible. I would also ask for my money back due to their initial negligence in "losing" your gun.

Be nice, but be firm that they did not perform in a proper manner and that it is their responsibility to make things right for the customer. The more that people complain about poor service, the more likely that the company will try to correct the problem.

[Bottom Gun]

I intend to complain to S&W, but there is no way I will send the gun back to them so I doubt it will benefit me aside from possibly getting my money back from them.

I posted this thread for the benefit of the guys on this site so you can decide whether or not to take a chance on S&W's "service".

I really don't care if they improve their service or not since I will never again send anything to them for service. Nor will I buy any more of their products. I haven't given them any of my business since they signed that agreement any, so it'll be easy to continue on that tack.

I did post a copy of this thread on the S&W forum so the guys there could have something to read besides the usual threads gushng about how wonderful S&W is.

[Blueduck]

Well at least they didn't "expunge" your comments there ;)

Administrator of the sight gave a name and contact number at S/W to try to get something done about it though. Sending it back seems a better course than just sitting around being made about:confused:

[Bottom Gun]

You're probably right, Blueduck. I need to take a little time to cool off before I contact them otherwise I might be using some four-letter buzz words. I guess they can't do any more harm than they have already.

Yes, the administrator did give me contact information for S&W customer service. I'll follow it up after I cool down a bit.
My visit to the other forum didn't go as well as I had hoped though. They're pretty sensitive little critters over there.

I'll call S&W next week and start the ball rolling. I'll let you guys know how it shakes out.

[Blueduck]

Think thats a great plan Bottom Gun.

Went through the same thing thing with the brakes on my truck the last 2 months. Same shop screwed them up 3 times, kept me waiting forever each time. I kept saying I'll never let those so-so's touch my truck again, but then realized thats exactly what they wanted, me to go somewhere else and pay more money for someone else to deal with there screwup. When they realized they WERE gonna fix it and fix it RIGHT they got the job done :)

S/W forum is an ok place, they get a little gruff about any "agreement" talk though. Always mainly been a a lot of laid back guys wanting to talk about how much they loved there old S/W revolvers. When the agreement came they had a barrage of brand new posters coming in and attacking S/W, but a lot of it seemed more attacks on the members than the company itself. One of the most civil and friendly boards on the net suddenly became an ugly ugly place for all of us :(

Smithnut and the other moderators worked for a long time to bring the place back to semblance of what it was, but you can see they still keep a tight rein on the subject...

Best of luck with your gun and be sure to let us know how it turns out.

Blueduck

[WebHobbit]

Bottom Gun - how about posting linkage to your thread at the other forum?

edit: found it:

http://www.smith-wessonforum.com/ubb/Forum13/HTML/006265.html

[Mannlicher]

On the other hand:

I have sent a number of revolvers back to Smith for one thing or the other. The last two, a Model 19 in for a tune up, and a Model 65 in for a new three inch heavy barrel and some other things, have been handled in a most expeditious manner. I am 100% pleased with the work on both revolvers. First rate bench work, attention to detail, speedy return, and decent pricing.

I highly recommend Smith&Wesson service.

[Sir Galahad]

They're not "sensitive critters" at the Smith forum, Bottom Gun. What happened is you went over there, spewed, a couple people gave you advice and asked you to abide by a certain manner of conduct, then you behaved poorly and copped an attitude. What did you expect? The red carpet? You think that forum belongs to you? The administrator of the site asked you to behave properly. You didn't. I don't feel sorry for you in that respect. If you got a problem with product service, don't whine about it. Do something about it. But you seem to want the whole world holding your hand and singing lullabyes and then get PO'd when the people at the Smith forum didn't. Call Smith, resolve the situation. End of story.

[denfoote]

I would talk to an attorney with the idea of forcing S&W to either replace the gun, free of charge, or refunding the cost of a new gun in cash!! I would also give the Attorney General for the MASSive People's Republic a call and see if S&W has violated any of that states consumer protection laws!! Long shots both, but worth a try!!!

[Frenchy]

My visit to the other forum didn't go as well as I had hoped though. They're pretty sensitive little critters over there.

We're really not that "sensitive", but we do prefer thoughtful posts.

[M58]

His conduct at S&W board was childish.

Do not believe the story.
Waited 8 months?
Troll.

[Litlman]

"head in the sand guys" looking to start s@#t or what?

[Bottom Gun]

Uh-oh! Looks like I ruffled some feathers and now I'm feeling the wrath of the keyboard tough guys.



:rolleyes:



Yes, 8 months. I was busy and I forgot about it. What's the big deal with that?

Yes, as Galahad says, I "copped an attitude" on the other forum. I didn't care for the smug little inuendo from the administrator that they were somehow superior to THR and TFL. There was no need for that and I didn't like it.

Judging from Galahad's remarks, I'm betting he's a student. Am I right?

Sand? Did the word "sand" offend someone? I thought it was less offensive than the first word that came to mind and a lot less personal.

I'm out of here for the weekend. See you guys next week.

[Gerald McDonald]

Bottom, all I can say is you have a way with words. I went over and looked up the thread. As soon as someone said they had a different experience than yours you told them they couldnt handle the truth about their "beloved Smith & Wesson". Not a very good way to garner support. From the looks of the thread in the S&W forum it looked like you were trying to pick a fight. Maybe that wasnt your intent, but from a bystanders view thats the way it appeared.
Gerald

[Bottom Gun]

Gerald,

No that wasn't it at all. Like I said in the previous post I just edited, I didn't care for their inferrence that their site was superior to THR and TFL.
Maybe that's not how he meant it, but that's the way I took it.

[Randy63]

The only problem I have with the Smith & Wesson Forum are some of the members absolute enthusiasm for all things Smith & Wesson.

I find this mind set very contagious and have found myself searching local shops and shows, as well as the internet auction sites looking for more vintage Smiths to add to my small collection!

K22

[Sir Galahad]

Bottom Gun, no, I'm not a "student". Not that it's any of your business, I'm 36 and have been working in warranty repair (electrical equipment) for over 10 years now. Served in the U.S. Army as a Small Arms Repairman (MOS 45B). Served in 101st Airborne. Worked in a gravel pit running D8 dozer and front end loader before that. Anything else about me you'd like to call into question? Perhaps my family lineage or my birth status? Because, sir, you don't know me. And your attitude, indeed, as you have shown yet again, is why you got the reception you did at the Smith board. Your fly is open, sir. :rolleyes:

[VictorLouis]

Sir G,

As a fellow 45B, I owe you breakfast or lunch the next time I head up north.:) Well said.

[Frenchy]

Bottom Gun,

Your post was your first on the S&W forum...Not a great way to win friends & influence people. Had you left the derogatory comments out and stuck with the problem, you might have garnered more sympathy to your plight. As it was, you came off as a troll and were treated as such.
Sorry...No sympathy here.

[ruger357]

That is odd. I sent a mod28 made in 1974 back to them and they fixed the end-shake and reblued the cyl. free of charge. It was returned to me in two weeks.

[p35]

I just got my SW380 back from them. The mag had taken to popping loose when I fired it- probably b/c of the way it fit my hand. They sent me a Fedex label for free shipping to them, fixed it within about 3 weeks, and shipped it back. No cosmetic work, but the cosmetics on it were lousy to start with. I thought they treated me very well.

[bigshark14]

Bottom Gun- Do you have any pictures of the buff job gone bad? I'd like to see what it came out looking like. :confused:

[Litlman]

"The wrath of the keyboard tough guys" Now that's pretty funny!!!

[Sir Galahad]

Yeah, isn't he a scream...:rolleyes: No one here is threatening him, so his remark came off just as ridiculous as his other blatherings. "Uh-huh-huh-huh...he said 'tough guys'...uh-huh-huh-huh":rolleyes: Mighty tall words for a guy who hasn't seen any of us in person, too. He pegged me as a "student" and was totally wrong there. Makes a body wonder what else he's wrong about.

[RQRWJB]

Sure seems to be a large percentage of piranhas in here.

[WhoKnowsWho]

I hope they stand by their e-mail reponse to me a bit better than this...

Converning my very pre 1980 Model 37, they said if I have any problems that are a manufacturing defect, I can still send it in and have it fixed for free.

Bad luck with the person you got?

[Sir Galahad]

"Piranhas" my foot! This is what you made your first post?:rolleyes:

[Tamara]

Oh, jeebus! How did I miss this?

Y'all know better than this. :mad: