A+ for S&W Customer Service


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PakWaan
July 18, 2008, 04:22 PM
My 1911PD was throwing spent brass into my forehead on occasion - about one of every 20 rounds. This is apparently not a rare occurrence. I contacted customer support a while back and they suggested running at least 500 rounds through the gun before sending it back, to see if the problem alleviated itself. After about 700 rounds it was better, but still did it sometimes.

I called customer service, and they sent me a prepaid UPS Overnight label. A week later, they overnighted it back and the problem is fixed. The work order says they replaced the ejector, adjusted slide to frame fit and did a barrel modification.

Cheers to S&W for outstanding customer service - free shipping both ways, fast service, and a job well done!

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varoadking
July 18, 2008, 10:54 PM
Smith rocks...

The Lone Haranguer
July 18, 2008, 11:03 PM
It would have been better if they had made it right in the first place... but at least they did repair it.

FieroCDSP
July 18, 2008, 11:37 PM
It would have been better if they had made it right in the first place...

You can't mass produce anything and get perfection on every piece. It's simply not possible. There are also limitations to what mass production can do. If the gun functions 99.9% at X tolerance and 100% at X+1, but that extra bit requires either a skilled worker a lot of time per piece, or a machine that costs more than the modification can get you at the sales point, X will be good enough.

A lot of manufacturers that produce "better" guns, won't pay your shipping both ways or give you a good turn-around time, at least from complaints I've heard.
Smith does right by the customer to the extent that it can, and that's one of the reasons I have no issues buying one. I know that if anything happens to my M&P or SW990L, I can call them and they'll fix it, no questions asked. My Stoeger is a gunsmith or DIY affair, should anything happen to it. From what I hear, a Glock or H&K isn't much better.

sdj
July 18, 2008, 11:40 PM
S&W did the same for me, not once, but twice. :)

Next on the list: the 1911PD, commander size. :D

Storm
July 19, 2008, 10:25 AM
This is one major reason why I never hesitate to buy a Smith. And, if I call them for an opinion they will either get me to a tech to talk to or will relay the question to one and get the answer right back to me. Smith and Glock have customer sevice down to an art.

wristtwister
July 19, 2008, 10:45 AM
Smith will usually fix anything they make, and if you're the original owner, they will ususlly fix it for free, just like they did in this case. I've always had good service out of my S&W weapons, and never had a problem getting one fixed that had a "boo boo".

I come from a professional engineering background, where we fixed anything we designed. Now, most companies are just "contract companies" and when the contract runs out, they're out of the picture. It's good to see that some degree of professionalism still exists.

Smith definitely rocks in the customer service area.

I once worked for a shipyard that had a sign at the gate which read..."we will build good ships here... at a profit if we can, at a loss if we must, but we will always build good ships". When they were bought out, the first thing the new owner did was take a bulldozer out there and remove that monument.

It's a matter of mindset and having pride in what you sell.

WT

invictus82
July 19, 2008, 05:02 PM
I had to post my experience here as well. Sent my Sigma 9ve off on the 14th with the prepaid overnight postage they provided me. It arrived back on my door step (in Oregon) 4 days later completely repaired (I had a few things I wanted them to look at), on the 18th! I was thrilled. Thanks, S&W--you've got another life customer.

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