E-Mailing Smith & Wesson?

[pctech]

Hi All,

Just wondering if there is a better email address for contacting Smith & Wesson than the one listed on their website?? ([email protected])

I've got a gun that needs to go back to the factory for warranty work but haven't been home during their business hours to call customer service.

I've sent two emails this week but neither of them have been answered.

If you happen to have a better email address or know someone at Smith & Wesson that I could contact via email please respond or PM me.

Thanks,
James

 

[Ditchtiger]

What is the reason you need to contact S.W. for? I've just sent mine in with a letter explaining the problem.

 

[Deanimator]

Just wondering if there is a better email address for contacting Smith & Wesson than the one listed on their website?? ([email protected])

I've recently had some apocalyptic problems with S&W, but my message did get to them via that email address. They ignored what I told them, but they'd have done that face to face.

 

[JoeHatley]

[email protected] works just fine, or you can call the 800 #.

Joe

 

[DragonFire]

Here's a form letter I received from them which tells you how to send in guns for warrenty work

Dear Sir/Madam:

We have received your e-mail regarding your S&W handgun. You note that there is a problem with your handgun or you are requesting some work to be performed.

We would like you to forward your handgun with a letter describing the problems along with your return address (No P.O. Boxes) and phone number. You may return the handgun to our facility by contacting FedEx at 800-463-3339 to request pick up at your location or take the parcel to a FedEx facility or Authorized Ship Center, (Excluding Kinkos). When you complete the FedEx airbill, in Section 7 indicate "bill to recipient" and insert your return number as 2155-0874-9. The package must be shipped using FedEx Priority Overnight service. There will be no charge to you to return the handgun. Address the parcel and the FedEx airbill to:

Customer Service
2100 Roosevelt Avenue
Springfield, MA 01104

After examination of the handgun, if we find any manufacture defects, the repair will be covered under our warranty policy. We will then make any necessary adjustments to ensure the handgun is returned to our manufacturing standards.

If this repair does not fall under our warranty, then a repairman will contact you with an estimate to repair the handgun.

If you need any further assistance in this matter, please feel free to call our toll free number 1-800-331-0852.

Keep in mind that if the work isn't covered by the warrenty for some reason, they will bill you for the shipping. And like Deanimator said, they usually ignore anything in your letter except the basic problem. I had asked for the gunsmith to contact me before starting any work since I wanted to explain the problem in more detail, but the gun was fixed and returned to me without any contact from S&W. On the bright side, it was backed to me within 10 days of them receiving it.

 

[Deanimator]

Keep in mind that if the work isn't covered by the warrenty for some reason, they will bill you for the shipping. And like Deanimator said, they usually ignore anything in your letter except the basic problem. I had asked for the gunsmith to contact me before starting any work since I wanted to explain the problem in more detail, but the gun was fixed and returned to me without any contact from S&W. On the bright side, it was backed to me within 10 days of them receiving it.

On the not so bright side, they fixed the problem with my gun and badly scratched the barrel in the process. They kept wanting to refinish the barrel, which I refused, demanding that they instead REPLACE it, since I didn't want them grinding on my barrel and calling it a "repair". They eventually relented and said they'd replace the barrel. A week later, I got a curt email saying that they had no barrels for my 29-2 and that they were reblueing the entire gun. I couldn't get hold of the person who sent the email right away, so I went berserk. I sent them a nasty fax warning them of the consequences of refinishing my gun without my explicit permission. I finally got them to agree to reimburse me for a barrel I procure. There are of course NO new barrels, other than the grotesque monstrosities people use for pin shooting etc. I'm purchasing two barrels from a couple of private parties, a primary and a backup, just in case.

 

[Soybomb]

Did you include your address with the email? There very well might be a shipping label in the mail already. i've found s&w doesn't always reply to email but they've always mailed me stuff when I asked. Odd but hey.

 

[Remander]

I e-mailed S&W a while back for a manual on a Model 41. Gave them my phone numner, mailing address, etc. They replied within 2 days that it was on the way.

It did take about three weeks for the manual to arrive via snail-mail, but the e-mail contact via the website got results.

You might try calling them if you need assurance someone is receiving the message.

 

[OH25shooter]

I've dealt with S&W for years. Had several guns returned for repair. My experience has been talking to a person works best. Leaving a message NEVER worked for me. Writing a letter to the president of S&W NEVER worked either. In summary: if you do not talk to a human on the other end of a phone line, forget getting a response. Personally, I'll never purchase another S&W product. But that's me.

 

[Deanimator]

Personally, I'll never purchase another S&W product. But that's me.

I'll never purchase a NEW S&W product. I just purchased a Model 65 3" from CDNN. Got one of the last five they had. They USED to make good guns, especially revolvers. My local guy will be giving it a triggerjob if it needs it. If he can't handle it, it goes to Cylinder & Slide.

 

[pctech]

Thanks for all of the very helpful replies!! I sent Smith & Wesson another email from a different email address this time just to make sure it isn't an issue on my end. If I don't hear back from them early this upcoming week I'll try to give them a call when I get a chance.

OH25shooter, I agree. It will be a long time before I purchase another new S&W product. I've been quite disappointed by my newest revolver from them and have heard of similar complaints of quality control issues from other members at the gun range. I've been looking at a stainless S&W 1911 for almost a year now and was hoping to pick one up around Christmas this year. Now I'm not so sure I want to go with another S&W. Maybe a Springfield Armory Loaded 1911 would be a better choice.

Thanks again,

James

 

[OH25shooter]

pctech,

The last straw for me was my recent purchase of their Performance Center 9mm auto. Cost me $1500.00. The gun worked fine. In fact, it's one of my favorites to shoot. But, the internal craftsmanship sucked. Couldn't see the flaw until the gun was disassembled. It was returned to the factory. The inside of the slide was noticably machined cleaned after the repair. Their are many other quality brand name gun makers to pick. Many are not as expensive as S&W. If they're not careful, they will end up like Ford and Chevy. Losing money and customers.

 

[pctech]

Update:

Just wanted to post an update. I did get an email back from S&W this morning with return instructions. Now comes the hard part; waiting to get my gun back.

 

[orionengnr]

My limited experience--

A friend sent in a 360, fixed and back in less than 1 week, no charge, S&W paid for shipping both ways.

I recently bought a well-used 396 with finish "issues" (previous owner apparently used some cleaning chemicals which damaged the finish). I talked to the S&W rep, he said send it in (I paid my FFL to send it using USPS, less than $20).

S&W refinished the entire gun and sent it back about a week later, no charge.

Note that both of these were on used guns with unknown history.

S&W customer support is #1 in my book.

 

[dillonuser]

I have had superior service from S&W,both callining and E-Mail. Browning sucks. I'd better rephrase that to Browning actually Inhales.