Credit to Smith & Wesson repair center

Thank you for posting. I always like to get reports of how different manufacturers are doing on customer service. I am sorry you got a dud but glad they got you took care of in a timely manner.

Ya, there’s nothing worse than unwrapping a gun and finding it won’t work. I’m glad that you got it back and it’s ready to go!

I tried to get an older Model 48 revolver into S&W back in March at the start of Coronageddon, but was told to hold off because they were short staffed and only taking in warranty work. I finally got it there in mid-June...I’m not expecting it back until Christmas, which will be about 13 months after I bought it off GB

Stay safe.

Glad to hear they took care of it. I recently received back a model 60 Pro that had to go back a couple of times before they got it right. I was a bit perturbed but got over it after visiting the range.

George Dickel said:

Sent in a new S&W M&P 9 that I couldn't even shoot one round through because the extractor wouldn't slip over the case rim. Sent it in on 18 June and got it back today, 17 July. I figured I wouldn't see it for 3 or 4 months. It was annoying that a new pistol wouldn't function but the quick repair made up for it. Took it to the range immediately after getting it back and functions like it should. Just have to do a lot of practicing with it now.

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I try to tell people all the time that things like this happen to all man made objects no matter if Glock, S&W, etc is etched on the slide. Some think certain companies are immune. I had the issues out the box with a Ruger LC9s Pro and M&P Shield that rendered both brand new pistols inoperable. Both companies fixed the issue in a timely manner on their dime.

I've sent a couple back to the Mothership for issues that developed after shooting them for quite some time. I would be miffed, (I can't use the words what I really want to use on this forum) if this:

Riomouse911 said:

Ya, there’s nothing worse than unwrapping a gun and finding it won’t work.

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George Dickel said:

Sent in a new S&W M&P 9 that I couldn't even shoot one round

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I’ve never had a brand new gun poo the bed upon arrival, but a few “new to me” GB or LGS purchases have needed some factory TLC...Like the Model 48 .

Stay safe.

Mike J said:

Thank you for posting. I always like to get reports of how different manufacturers are doing on customer service. I am sorry you got a dud but glad they got you took care of in a timely manner.

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We received a Smith Performance Center 9mm that comes with a red dot. Right out of the box it didn't work, double checked contacts, battery, etc, still no workee. Contacted our distributor who contacted S&W. In two days from the first phone call a new optic was FedEx'd to us and in my hands.
BIG tip of the hat to Smith.

I have had one experience with S&W CS and it was a great one.
I broke a sight off the gun. Actually it was a nephew of mine who broke it.
But I told them up front that it was my fault. They paid shipping both ways and fixed it for free.

Seems they are a company who takes care of their customers.

Well, after shooting my 60 Pro I have decided to sell it. I can’t look at without being miffed that it took 3 times back to get it almost right.

The Warranty Dept. isn’t the “Performance Center” and the QC / QA in the Warranty Dept stinks.

Pat Riot said:

Well, after shooting my 60 Pro I have decided to sell it. I can’t look at without being miffed that it took 3 times back to get it almost right.

The Warranty Dept. isn’t the “Performance Center” and the QC / QA in the Warranty Dept stinks.

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What’s wrong with it? My 340PD shot about 2 feet to the right at 15 yards due to an improperly cut top strap groove, and the tritium in the Front sight was rattling around. I sent it back and they supposedly Torqued the barrel and said it was within spec and fixed the tritium vial. Now it only shoots 1 foot to the right. useless to me.

It took the repair center two tries to fix endshake on my M28 in my dime, but at least they eventually got it right.

1KPerDay said:

What’s wrong with it? My 340PD shot about 2 feet to the right at 15 yards due to an improperly cut top strap groove, and the tritium in the Front sight was rattling around. I sent it back and they supposedly Torqued the barrel and said it was within spec and fixed the tritium vial. Now it only shoots 1 foot to the right. useless to me.

It took the repair center two tries to fix endshake on my M28 in my dime, but at least they eventually got it right.

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That’s terrible.

On mine, when I first got it the gun was a tack driver. Then one day I couldn’t get the cylinder open no matter what. I sent it back to S&W. They said the extractor rod backed out and that they had to re-thread it. It worked okay but shot to the right. I put the gun away for a while then a couple of months ago I was at the range at it was shooting even further to the right. I noticed the front sight canted to the left. The barrel was turned. I sent it in. They sent it back saying it was fixed. It wasn’t. I sent it back again. They returned it the same way. I sent it in again with lots of photos and a stern letter. It was returned with the barrel centered but I don’t trust that they did anything but turn the barrel and the problem might come back under fire.

I honestly believe that someone in their warranty department backed the barrel out to free up the extractor rod the first time I sent it in and that was how they fixed it.

The last time I sent it in they returned it with a target and a note stating that it shot per their spec and they were basically done with it. The target had a very tight group centered on a target. The holes appeared to be .30-.32 caliber. I took it to the range and it still hits a little to the right.

I am done with that gun.

Pat Riot said:

The last time I sent it in they returned it with a target and a note stating that it shot per their spec and they were basically done with it. The target had a very tight group centered on a target. The holes appeared to be .30-.32 caliber.

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LOL wow. WOW.
Good grief.

Styx said:

I try to tell people all the time that things like this happen to all man made objects no matter if Glock, S&W, etc is etched on the slide. Some think certain companies are immune. I had the issues out the box with a Ruger LC9s Pro and M&P Shield that rendered both brand new pistols inoperable. Both companies fixed the issue in a timely manner on their dime.

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They should, Quality control is nowhere as it should be. They should have sent you something extra for your trouble like a voucher for some ammo or one of their accessorys.

My M640's cylinder flutes are not evenly spaced with the chambers. Pity I didn't notice it until I got it back from the engraver.
A poster on TFL got a 686 sixshooter with the cylinder fluted for the 686+ seven shooter. Led to some thin chamber walls. S&W replaced it, but still...

Please don’t get the feeling that I will not buy S&W firearms. I will just be cautious, but I am getting frustrated with them. The model 63 I bought 3 months ago needed to go back because the B/C gap was .015” on the left side and .005” on the right. I sent it back and it was returned 2 weeks later repaired...only the rear sight blade is dinged. Sheesh!
Anyway, their QC is nonexistent. Which what is going on my letter to their CEOs. Yes, they have 2 now.

deadeye dick said:

They should, Quality control is nowhere as it should be. They should have sent you something extra for your trouble like a voucher for some ammo or one of their accessorys.

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I was kind of peeved at Ruger. I've heard countless reports of Ruger including a free magazine when they return a firearm for warranty. Out the box the there was multiple types of failures until finally the trigger went completely dead. The gun was a gift for my wife who just got her CPP, so I was extra upset. It is what it is.

My last two Smith revolvers didn't work when new Both were repaired in a timely manner for free with them paying shipping both ways (and no...no freebies) They came back working great. I've had good results with their customer service. Not so much with their quality control. One of them (617) couldn't have been looked at by anyone or it wouldn't have left the factory.

1. I sent a 3913 with issues back to Smith. Acting on the advice of my dealer, I shipped the gun back with out grips or a magazine. The gun was returned in a couple of weeks with new grips, two new factory mags, and successful repair.

2. I had a Model 14 that I bought used and had a smith with a national reputation do a trigger job. He returned the gun and commented that there was deep scratch in a cylinder chamber. He suggested that I send it to Smith to be looked at. A month later, the "gun" was returned. Instead of replacing the cylinder, they chose to replace the whole gun. I called CS and told them I really appreciated what they did, but they didn't replace my trigger job. She could not figure out what I was talking about. The smith that did a trigger job on the original gun, tuned the trigger on the new gun for a case of his favorite adult beverage. However it happened, Smith mailed the new gun directly to me without blessing of a 4473.

Regrettably, Smith no longer supports K frame revolvers or 3d Gen autos.

Hand an extractor break on my Billboard 1911...after about 20,000 rounds down range. Sent it to S&W also requesting they replace a loose rear sight pin. Gun came back a bit later. Both fixed and at no charge. Great customer service exprience!