Anyone had any experience with S&W Customer Service?
- Thread starter SullyVols
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My Talo 3-5-7 686 3" came with the barrel noticably canted. It also had the fancy grip screw head damaged (not necessarily by S&W). I sent an e-mail to Smith and Wesson customer service asking what they thought I should do and if they thought the canted barrel was a serious problem. Within a day, I got an e-mail apologizing for the problems and saying that they would send me a shipping label. Within another day, I got the label and shipping directions and within two weeks, I had received the repaired gun at my door. The barrel is straight and I also got an extra grip screw. I fired the gun and it works like I expect a S&W revolver to, it seems very accurate and functions without a hitch. I saw the canted barrel before I bought the gun and initially thought I would ignore it, but it bothered me later. I was sure that S&W would make it right and they quickly did that. Thanks S&W. I won't go into my negative experience with a Taurus revolver and their customer service.
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Thanks - I sent them another message - I imagine they are pretty busy with due to the recent gun sales surge.
Byrd666
Member
I sent my brand new M&P 9c back because the take down lever was not engaging and the mag release was sticky and not letting go of the magazines correctly. After printing off the shipping label and taking it down to Fed Ex for shipping, I got a an email in about two weeks saying it was being shipped back to me. The mag release is smooth as melted butter, the take down lever works perfectly, and there was a note saying the trigger bar had been replaced when They found a defect in it. I never noticed, nor mentioned this.
As far as I'm concerned, both S&W and Ruger CS are running a dead heat for First place. Both were helpful, prompt, and did more than asked of, or required.
As far as I'm concerned, both S&W and Ruger CS are running a dead heat for First place. Both were helpful, prompt, and did more than asked of, or required.
I guess I'm a bit spoiled since S&W is about a 15 minute drive from my house and I don't have to ship stuff out to them - that said, the finish on the butt of my 638 was "peeling" - I brought it in, they wound up replacing the entire frame. My Walther P22 was misfeeding, brought it in, they went through it and not sure what they did but it works like a champ now. They even threw in a spare mag. Currently the front sight insert fell off my 9mm Shield, it would be easy enough to paint in a new one but I think I'll drop it off and have Smith take care of it. All the work they have done for me so far has been top notch with excellent service and prompt turnaround, no questions asked.
S&W finally responded and will be sending me a pre-paid label. GP100 is still in New Hampshire - no word on what if any work is being done yet.
In alot of these threads the OP never finishes the story - so I'll try to do that.
For what it's worth Ruger actually seemed to care (or cared enough to act like they cared). They even called me back because they were afraid I didn't receive my shipping label email.
In alot of these threads the OP never finishes the story - so I'll try to do that.
For what it's worth Ruger actually seemed to care (or cared enough to act like they cared). They even called me back because they were afraid I didn't receive my shipping label email.
Called Ruger today, looks like if all go wells I'll get my GP100 back end of this week or early next week. Ruger customer service looks to be as good as everyone says. Fingers crossed. They replaced the cylinder assembly it would appear and still need to test fire it to verify the problem as been solved.
S&W wasn't ignoring me, gmail is just marking S&W emails as spam... So my 629 will finally be going back at the end of this week.
S&W wasn't ignoring me, gmail is just marking S&W emails as spam... So my 629 will finally be going back at the end of this week.
Well their customer service should be "stellar". After all, look at all the practice they get. 
To me, the best customer service is the one I never have to use.
Forty seven years of owning pre 2001 S&W handguns and I've yet to need their customer service. Not once.
To me, the measure of a firearm manufacturer is not how great their customer service is, or the mantra that "S&W will make it right!".
The greatest measure of a firearms manufacturer is that they make the gun right the first time, in the first place.
To me, the best customer service is the one I never have to use.
Forty seven years of owning pre 2001 S&W handguns and I've yet to need their customer service. Not once.
To me, the measure of a firearm manufacturer is not how great their customer service is, or the mantra that "S&W will make it right!".
The greatest measure of a firearms manufacturer is that they make the gun right the first time, in the first place.
Fully agree, unfortunately hard for me to get those golden day S&W (and due to my age impossible to have gotten then when they were still being manufactured). I'll have to keep an eye out for some good deals on used ones.Well their customer service should be "stellar". After all, look at all the practice they get.
To me, the best customer service is the one I never have to use.
Forty seven years of owning pre 2001 S&W handguns and I've yet to need their customer service. Not once.
To me, the measure of a firearm manufacturer is not how great their customer service is, or the mantra that "S&W will make it right!".
The greatest measure of a firearms manufacturer is that they make the gun right the first time, in the first place.
Plus new guns means plenty of spare parts.
Got the gun back from warranty work - New thread with results -
http://www.thehighroad.org/showthread.php?t=711213
http://www.thehighroad.org/showthread.php?t=711213
Well their customer service should be "stellar". After all, look at all the practice they get.
To me, the best customer service is the one I never have to use.
Forty seven years of owning pre 2001 S&W handguns and I've yet to need their customer service. Not once.
To me, the measure of a firearm manufacturer is not how great their customer service is, or the mantra that "S&W will make it right!".
The greatest measure of a firearms manufacturer is that they make the gun right the first time, in the first place.
I agree 100%. There was a time when Colt, S&W and the rest took pride in the product and made sure it was 100% correct before putting in the box. Guess they play the odds that most customers don't know the difference between poor function and a quality gun and won't send back to fix what should never have been.
They got me. It seem though after recieving my gun back and reading other threads over the last 7+ years - S&W is literally incapable of certain tasks. It would seem they are refusing to touch older pre-80s model guns for fear of damaging them.
S&W's customer service is right up there with Dillon's. First rate...but YOU HAVE TO CALL THEM...most likely, they'll send you a FEDEX shipping label, you package your gun up in the original box, and FEDEX does the rest. For the two guns I sent back for work, (one was 22 years old), both were covered by the warranty, and both came back with a fine job done. Gotta ask, if that barrel was over torqued as you said, why did you buy it? And the 2nd question is, how did it shoot?. Rod
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