Just got my J-Frame back from Smith&Wesson


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montess85
January 27, 2011, 04:08 PM
I just got my gun back from the factory ...They fixed my broken firing pin...I was kinda hoping they would throw in some free gun smithing...After all my gun was only a few weeks old with 52 rounds through it, and it took a week and a half to get a hold of someone (they are apparently closed for the holidays)....At least its fixed I guess....I don't know though...I am kinda disappointed with them....I mean they fixed my gun and all but it was gone for 3 weeks and that was after more than a week of trying to get a hold of them....Maybe I am crazy for feeling this way...

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mbogo
January 27, 2011, 04:27 PM
I 'd say your feelings are unwarranted. The gun was nearly new; what sort of "free gunsmithing" did you expect them to perform on a nearly new gun?

Three weeks' turnaround is not bad at all.

mbogo

montess85
January 27, 2011, 04:37 PM
I don't know maybe a trigger job....Maybe that is to much to ask for....I know I have had friend who had rugers that go free magazines when they had problems....Like I said maybe I am wrong...I guess I am off to the range to test her out....

XTrooper
January 27, 2011, 05:29 PM
If you take your car to the dealership for warranty work are you disappointed when they do the required repairs but don't throw in a new stereo system? ;)

BTW, three weeks turnaround is FAST compared to some other manufacturer's turnaround times.

P.S.- The Performance Center action package costs $155.

Gato MontÚs
January 27, 2011, 05:59 PM
I dunno, did you ask? Did you bring any of this up to the rep you spoke to over the phone? I would have said how disappointed I was with such a big name like S&W, and how it has hurt my trust for their products. You may not feel that way entirely, but that's how the game is played.

nofishbob
January 27, 2011, 06:18 PM
I have been interested in S&W service quality since I had to send my new, unfired S&W PC revolver back to S&W for repairs. It has been almost two weeks now, so I am not looking for it yet.

After reading through dozens of threads about people's experiences in sending guns in for warranty work, I think that the OP is not out of line.

A large percentage of people have said that they got their repaired S&W product back with a little something extra, like an action job, upgraded sights, an extra magazine, etc.

This is not universal, as the OP found out. It seems to be hit or miss at best.

Bob

Quoheleth
January 27, 2011, 06:22 PM
I sent my M&P9 back a couple years ago - free, including S&H both ways.

I sent my SR9c back last spring - ditto, plus parts replaced (cam block pin fell out at the firing range).

I sent my older-model CZ back last summer - almost $200 worth of repairs and S&H each way.

If they footed the S&H, plus did the work for free, count your blessings. Just the shipping on my CZ alone was $50 there and $25 back.

Q

montess85
January 27, 2011, 06:24 PM
I did mention to the rep how disappointed I was with there gun....I said this was my first Smith&Wesson product and I wasn't happy that it failed after very little use....I told them I didn't have much faith in this gun after that....You would think they would try to do something to restore my faith in there product....Also I have had my car in for warranty work and the dealer has offered me free oil changes and they also gave me a car to drive while mine was being fixed...They also detailed it for me before I got it back.....So they did compensate me for the hassle....Consequently I go back to that dealership for everything now.....Am I still being Crazy....I am not necessarily saying I wanted a trigger job....Hell I would of thought a Smith&Wesson hat would of been cool....I guess I just expect more form a reputable company....

montess85
January 27, 2011, 06:32 PM
Also they didn't pay for all the shipping....They paid for 2 day air....Fedex apparently has a overnight policy for firearms.....I had to pay the extra 10 bucks.....I called and complained about that and they said they would reimburse me....I still haven't seen a check....

KingMedicine
January 27, 2011, 07:00 PM
If your disappointed with the gun, then you might wanna sell it off. Seems like you are kinda set that this was a bad experence. Lemons are going to be made with any gun from any company. They fixed it, shipped it, and made the issue correct. If this still leaves a bad taste in your mouth, Its kinda how the cards have been dealt, it might be time to try something new.

I have done this before with a Taurus, just could not gain the respect back for the gun and had to trade it off. Its not bad, but i dont wanna keep a revolver that i just dont have faith in.

This is why i only buy older Smiths. So far, they have been rock solid.

JellyJar
January 27, 2011, 07:40 PM
Can you even do a "trigger job" on those MIM parts?

BlindJustice
January 27, 2011, 08:11 PM
Sent in a 625-8 - tight cylinders and a very stiff extraction of fired cases.
Got the pre-paid shipping lable to SW

added a letter about thewarranty item, and then
requested the Master Revolver Action JOb. So I was charged
$145 for that - standard price at the time, and a $15 S^&H charge
for the return trip - 2 1/2 weeks total

Great action job.

Randall

Diggers
January 27, 2011, 08:22 PM
I had to send my 629 in twice to get it fixed right. Paid for shipping both times. No free anything. But it works now.

S&Wfan
January 27, 2011, 11:03 PM
Ridiculous!

clem
January 27, 2011, 11:06 PM
I just had to send my NEW Taurus 941 Revolver back to them to correct some very poor workmanship and to address a "problem" (key holing).
It was only fired a total of 54 times!
It's been 20 days since they got it and they still have not started work on it.

I'll keep you all posted about Taurus.

I have used S&W's custom shop for repairs & upgrades.

They did a great job, but of course I paid for it..

788Ham
January 28, 2011, 12:08 AM
What did you expect them to do, other than fix your revolver? Wasn't this what the matter was with it? To be able to unfire the thing like it was new in the box, c'mon, get real. You people that expect something for nothing really have the gall. A freight car full of ammo waiting on the porch with the firearm? Get real dude!

ArchAngelCD
January 28, 2011, 01:59 AM
I just had to send my NEW Taurus 941 Revolver back to them to correct some very poor workmanship and to address a "problem" (key holing).
It was only fired a total of 54 times!
It's been 20 days since they got it and they still have not started work on it.

I'll keep you all posted about Taurus.
That seems to be the main beef about Taurus. They will stand behind their products but it takes forever to get the work done. Oh, and I'm guessing you will be paying for the shipping costs too.

clem
January 28, 2011, 02:35 AM
Shipping, no. They set it up and Fedx showed up with a box and away it went. Overnight shipping.

I have three other older weapons made by Taurus and not one problem with them. I'm guessing that thier quality control/workmanship is in the crapper now. They better get thier act together or they will suffer and fail in this day and age.

madcratebuilder
January 28, 2011, 06:41 AM
A large percentage of people have said that they got their repaired S&W product back with a little something extra, like an action job, upgraded sights, an extra magazine, etc.

Possible a internet phenomena?

DM~
January 28, 2011, 10:00 AM
I told them I didn't have much faith in this gun after that....You would think they would try to do something to restore my faith in there product....


They did, they FIXED it for you!

Giving you a free hat, coffee mug, or free grips might make you feel all warm and fuzzy inside, but it won't make the gun more reliable... Fixing what was broken should though, and they did that!

DM

Stainz
January 28, 2011, 10:05 AM
I bought four new S&W's in the last year - two 2 5/8" PC627 UDR's, a 3" 63, and a 3" 60 Pro. All were perfect, mechanically, and even had good B/C gaps - .005-.006" - measured post breakin (Actually, measured this AM!). The Eagle-made boot grips on the UDR's went back for exchange - via their FEDEX Ground pre-paid label - for just the grip! I finally got a gap-free fitting set - and decided they were too small for my use, enjoying both revolvers with other grips - a common result here.

When they state a price for an 'action job', it includes FEDEX overnite both ways from and back to your street address. If you don't like the finsh on your 442 after carrying it in your sweatty pocket for years, they have been known to pick it up, refinish it, and return it - gratis. They won me over nearly five years ago when I stupidly destroyed my 629MG. They paid the s/h to 'look it over' - sent an overnite FEDEX label for the body bag - then quized me re it's ammo - was it homebrew, etc. I was honest - it had only launched my reloads. They called back and said it was a stuck bullet in the chamber causing the chamber to overpressure and burst - not their metallurgy. They couldn't replace it - but they would sell me a new 4" 629 off the assembly line for ~$270, inc s/h. it had to xfr thru an ffl - the dealer didn't even charge me - that was nearly five years ago. S&W is top drawer in my estimation.

Stainz

PS If you elect to have your dealer ship your new S&W back for you, you normally pay the shipping - and it will be a lot more than the $14 it costs S&W en masse for FEDEX Overnite.

Thaddeus Jones
January 28, 2011, 10:08 AM
Yes, listen to the S&W apologists! What did you expect? A S&W that worked right out of the box and was correctly assembled for your hard earned money?

Why can't you be satisfied that another new S&W revolver has to be returned to the factory for repairs strait out of the box? Do you know what they would have to charge for a gun if they built them correctly and had QA/QC that was half as good as their customer service?

You must be one of those "traditionalists" that expects to get what they pay for! Imagine. ;) This is not your daddy's S&W!

Yes fanboys, every manufacturer makes a lemon, but your favorite manufacturer, the current company calling itself S&W, owns an orchard!

MCgunner
January 28, 2011, 10:49 AM
Lord, they're breaking firing pins now? I guess no need adapting a Smith firing pin to a Rossi anymore, eh? :rolleyes: That is the one knock I have on Rossi, busted a firing pin in a 971, had a gunsmith mod and fit a Smith K frame pin to it. Ugh.....:scrutiny:

oneounceload
January 28, 2011, 11:21 AM
I was kinda hoping they would throw in some free gun smithing

OP - how do you figure gun smithing is "free"? Do you also believe your tax refund is really free money from the gov't? Labor COSTS, and if you aren't paying for it, then folks who buy the guns will have had to pay for your "free" gunsmithing. If they fixed what was wrong, then case closed.

montess85
January 28, 2011, 12:25 PM
Listen guys...Im sorry I expect my gun that I payed good money for to work rite out of the box....I must be crazy to expect them to make it up to me.......But its not like this was a cheap gun....If this was a 200 Windicater I wouldn't have high hopes for it, but I ponied up the doe and bought what many consider to be the best and I am sorry I have higher expectations for them.....I cant help but think about the scene from Tommy Boy about putting guarantees on boxes....Sure they can keep fixing it for free, but sooner or later its going to get old

clem
January 28, 2011, 02:00 PM
I can understand how you feel. Buying a new gun and paying good money for it. Then having it fail.
And I think that they should at least apologize for the poor workmanship. But getting free stuff is probably to much to ask for.

springfield30-06
January 28, 2011, 02:31 PM
I can understand how you feel. Buying a new gun and paying good money for it. Then having it fail. And I think that they should at least apologize for the poor workmanship. But getting free stuff is probably to much to ask for.

Yea, they fixed what was broken in a pretty decent time frame. I understand the frustration of having a new product broken but hopefully you won't need anymore repairs. Every company puts out some less than standard products once in a while, and if they correct those problems in a reasonable time frame I have no issue with them.

The Red Hot Rider
January 28, 2011, 03:18 PM
What!?!? Somebody had a problem with a new gun and it wasn't a Taurus? Wow...I thought that only happened in stories.

I only say this because of the bashing Taurus has to take sometimes. I have known people who got lemons from S&W as well as Ruger. I think you can get a lemon in ANY brand. Good luck with your new J-frame. I have had good service from mine so far.

Sistema1927
January 28, 2011, 03:21 PM
Entitlement mentality runs amuck.

montess85
January 28, 2011, 03:41 PM
Well I have shot the gun since I got it back and Its hard to stay mad because I love this little gun.....Its a nice piece.....I am sorry if I am coming across as whinny....I guess I am from a different mind set when it comes to customer service....I am grateful that they fixed it though....I hope it doesn't happen again though....

Would it be to much to ask for free stuff then...LOL

nofishbob
January 28, 2011, 04:45 PM
Entitlement mentality runs amuck.

I don't think of this as "entitlement mentality". I think of it as getting what you paid for.

The OP did not knowingly buy a product that would inconvenience him, and not be available to use for weeks after the seller had his cash.

The little extra things the OP looked for are what S&W SHOULD have done in order to make up for what they did not provide in the first place- a working gun, available to be used right out of the box with no phone calls, packing, shipping or any other extra effort required by the buyer due to S&W's negligence.

We are way too easy on manufacturers if we accept that sending the product back for repairs right out of the box is OK.

I even see people saying how wonderful it is that they get free shipping, and how happy they are that the gun is now fixed after waiting for weeks to get it back.

I guess we have been taught to have low expectations.

Bob

Buck Snort
January 28, 2011, 05:02 PM
I dunno, did you ask? Did you bring any of this up to the rep you spoke to over the phone? I would have said how disappointed I was with such a big name like S&W, and how it has hurt my trust for their products. You may not feel that way entirely, but that's how the game is played.
I'd feel awfully shallow if I pulled something like that. If I want a trigger job I'll ask what it costs and if they say don't worry about it since the gun is here well do that for ya then I wouldn't balk! But to try and weasel free work out of ANYBODY just runs against my grain.

Buck Snort
January 28, 2011, 05:15 PM
[QUOTE=Thaddeus Jones;7042842]Yes, listen to the S&W apologists! What did you expect? A S&W that worked right out of the box and was correctly assembled for your hard earned money? Why can't you be satisfied that another new S&W revolver has to be returned to the factory for repairs strait out of the box? Do you know what they would have to charge for a gun if they built them correctly and had QA/QC that was half as good as their customer service?

Do you have ANY idea how many guns S&W ships each year? EVERY company that manufactures a product produces a lemon once in awhile. And when they do some crybaby gets on the internet and wails until the cows come home. Hey, they fixed the gun, they WON'T send a rep to his house to wipe his hieney when he makes a doo-doo!!

montess85
January 28, 2011, 05:26 PM
Thank you nofishbob.....Sorry I am being a crybaby Buck Snort....I will try and lower my expectations when I drop 500 on a gun......No big deal if I have to send it back for repairs when its brand new....But like nofishbob said ...We shouldn't let manufactures off easy on stuff like this....If we do they can put out a crappy product because we wont care....So what if its a guaranteed piece of ****...They will keep fixing it for free.....

montess85
January 28, 2011, 05:31 PM
And all it would of cost them was a trigger job when they already had the gun in there possession and apart to keep me a lifetime customer.....When you look at it that way am I really asking for to much...

Black Butte
January 28, 2011, 06:03 PM
S&W fixed your gun, so now you should go out and enjoy it. Getting angry because you feel you were entitled to freebies that were not forthcoming serves no purpose.

KingMedicine
January 28, 2011, 07:13 PM
If the repair makes the gun function perfectly for the life of the gun, how could you not be a life long customer. If the gun got a free trigger job and fails next week, you would still be just as annoyed and angry.

Go. Shoot the gun. This going back and forth will not change your mentality or anyones opinion. If it shoots the rest of your life, you will be a lucky man with a great firearm. If not, a trigger job would not have changed a thing.

XTrooper
January 28, 2011, 07:32 PM
montess85: My suggestion is you sell the damned thing and buy a quality revolver like a Taurus.

You, Smith & Wesson, and the rest of us will be happier for it.

357_
January 28, 2011, 11:02 PM
What happened to High Road? The OP asked a simple question, which is valid. I've often heard of free items as compensation for a loss of product/service. I do customer service every day and we also compensate our customers when things don't go as planned.

Calling him a cry-baby is pretty foolish. You don't look like any more of a man taking the time to insult him or his opinions. If you don't agree with him you should leave the thread or politely post your differences, without degrading a forum member. Take that garbage to glocktalk.

Done ranting.

P.S.~ Buy a Ruger next time :rolleyes:

NMGonzo
January 29, 2011, 01:31 AM
Such are guns sometimes.

David E
January 29, 2011, 01:39 AM
When you look at it that way am I really asking for to much...

YES.

Did you even suggest it to them ? Or do you think they just should've read your mind and done it anyway, "just in case" you wanted one.

ArchAngelCD
January 29, 2011, 01:59 AM
C'mon guys, don't pile on here... The OP is upset his new gun broke as any of us would be. Nothing worse than having a new toy and no being able to play with it. He just wanted to have S&W make nice with him as he heard others tell about. Be nice, he is just upset... :)

CDawg
January 29, 2011, 02:22 AM
I sent in a 6904 for some funky wear inside the barrel. S&W replaced the barrel, cleaned and lubed the gun, changed the serrated hammer for a smooth one, wrapped it like new in that wax paper stuff and threw in a new magazine. I didn't expect all that, but it definately made me happy. Since then I've purchased 5 other S&W pistols and revolvers. Treat a customer well and they will come back.

psyshack
January 29, 2011, 03:02 AM
What the OP should of expected was a good pistol. Not one built by over educated bean counters and near worthless college boys that are hell bent on ruining this country.

It's a hand gun and does not require rocket science to get right the first time. And to make excuses is akin to accepting junk like 70's to 2010 GM junk. No to mention the over priced no skilled over paid union worker that found it acceptable to make junk for a check.

It's getting hard to tell now days whats worse. China production or American production....

btg3
January 29, 2011, 08:31 AM
S&W has handled 2 returns from me with great satisfaction over the last 25+ years.

Additionally, they have been most helpful regarding parts and other telephone inquiries.

montess85
January 29, 2011, 08:50 AM
Sorry I was voicing my opinion guys....I still dont think I was out of line....I to have worked customer service and I know how it is dealing with upset customers....We tried to compensate them for the inconvenience.....I will just take my gun and be happy.....

I almost bought the SP101 when I was buying this gun :-) ...Maybe that will be my next purchase...

OldMac
January 29, 2011, 08:50 AM
I can understand wanting something special for the trouble but in the case of a revolver, there is much to add. They could have cleaned and lubed it but it didn't sound like it needed it. I wouldn't expect a trigger job especially a surprise trigger job that they didn't know if you would even want it. I would be upset if I took my car in for warranty service and got it back with mirrors adjusted to the tech's liking and repainted to his favorite color. How were they to know that you didn't buy it especially because you loved the trigger the way it was and might be upset if they screwed with it. If it was a semi-auto, I can see tossing in a spare mag since it is easy enough for you to throw it away if you don't want it but you can't undo a trigger job if you didn't want it.

Art Eatman
January 29, 2011, 08:53 AM
More than enough!

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