Bad Customer Service?

I sent a Shield PC 45 to S&W 3 months ago for a problem with the trigger not re setting. They kept the gun 2 months returned it saying "sights replaced". I took it out shot it and of course the trigger failed to re set. Back to S&W. Today I called and was told the gun was waiting for gunsmith. It has been for 2 weeks, not counting the week for shipping and receiving. I was told the turnaround time was 4 to 6 weeks meaning it will be 2+ months for me to see my pistol. This is the second visit to the repair facility for the same problem. 2 months, is this bad customer service? i think so.

 

They take their time but do good work. Have patience.

 

S&W took two years to rectify a problem with my cracked frame on a gen 3 5906 pistol. I went through nine contacts with them either via email or phone calls. During its stay at S&W one person handling the problem retired and the paperwork was not forwarded. Another person changed jobs and again the paperwork was lost. And for some unexplained reason they classified my U.S. location as international (we are one of the territories). It was a disaster.

oldandslow

 

doesn't sound too good in this case!

 

Ab-so-lute-ly!

 

If they did good work it would have been fixed the first time .

It's not like he's got them custom building a firearm for him.

 

2 months? 2 years??? Poor customer service, indeed. Just got me a Victory, I sure hope I have no issues with it.

 

I'm going to say yes, and I would let management know about this.

 

For every 1 problem with Smith & Wesson customer service that we hear about on these boards, there are hundreds of success stories. People just like to vent and that's okay. What it does NOT mean is that the company in question has "bad customer service" overall.

Most reports and in my personal experience, S&W CS is off the charts phenomenal. An aberration here or there is to be expected from such a large entity.

 

This is why (though I have never needed it) I only buy new Rugers.

 

Ruger has its own share of QC problems, and its own share of CS failures.
Denis

 

Did the OP get bad customer service?

Yes, I believe he did.

Does Smith and Wesson have overall "bad customer service"? I don't have enough information to answer that.

 

That's a real bummer, but read my signature line to see how I feel on a topic of this nature.

 

Wow! and I thought only Taurus had bad service. At least that what is I have learned from the internet.

 

I had a pistol into CZ twice for the same problem. But, it was a little over 2 weeks door to door. When is came back the first time it was great for the first 100 rounds so the actually did something.

You would think they could turn the striker fired pistols around quick tho.

 

So, I just had to ship my Jam-o-Matic LCP to Ruger (multiple, and I mean multiple failures to feed on FMJ ammo).

The good thing is, they seem to have fixed it, based on yesterday’s range test with three different loads including JHP, and they did it faster than promised. So, definitely great customer service.

However, it still sucked having to send a brand new pistol to be fixed.

Now, I have two Glocks in my safe, both of which functioned flawlessly from day one, no matter what ammo or when I cleaned them last. I can’t comment on Glock Customer Service since I never had to use it in first place.

So for me at least, if Glock makes the gun of the type I want, they get my money first.

The problem is, they only basically make two guns in different sizes and calibers...

 

Taurus bashing seems to be a fashionable thing to do on the Internet. A case of, monkey see, monkey do. I have a buddy that despises Taurus guns even though he has never owned or fired one, yet he seems to be an expert on their quality. I've owned several Taurus guns and never had a problem with either. I even called Taurus customer service to get a grip and some screws, and they sent the parts right away. I currently own 3 Taurus revolvers, Model 66, Model 94, and Model 627. All function just fine.

 

People in general are more likely to complain than praise. On the internet that seems even more so.

I own a few S&Ws so I hope you’re right. But companies have ups and down. Just because they were bad yesterday doesn’t mean they’ll be that way today or next week. Likewise on the flip as bad CS can be improved.

I’d suggest OP politely and calmly call. Ask to speak to a supervisor. Explain to the supervisor that you’re not happy. Explain the situation, and that you’d like them to expedite the repair. Most companies give supervisors athority to do things for unhappy customers as they understand unhappy customers who take the time and effort to ask for a supervisor will make noise and be on the Internet complaining. My guess is they’ll make excuses, and say they can’t do much. Be persistent, but firm. Tell them you want it expedited and a phone call when it’s avout to be shipped. Ask for their name, phone number and email. Tell them you also want them or another supervisor to check it. I bet they’ll do it and you’ll get your gun back fast. Oh and don’t expect a call, but maybe an email.

Oh and don’t threaten or act like a jerk. That never woeks

 

So Very wells said. I have heard the Taurus bashing crap all over the place. I find it amazing how so many people just love to repeat a bad story of a particular gun and then become the Expert. Quick to tell all that he should not buy, because it is a crap gun etc. Yet, as a range rat, I have friends that have them and love them and they shoot great. I do not even own a Taurus, but not because a bunch of internet Experts told me not to buy them. I just happened to buy another gun at the time, and very well might buy a New Taurus down the road.
And then there is the Internet forum resident know it all. Lol, I know of one so called expert on another forum. He has the Manufacturers Name in his Signature and then the letters Bone. Well when I posted about a gun, he was quick to say "I would not trust my Life to that gun", As it turns out, he has never shot the gun in his life, never even handled the gun, but has a bone with the gun because he was banned from a certain forum featuring that particular manufacturer. I knew before I posted that this expert would be out the starting gate with a bash. Look at all his post and you realize he is just a loud mouth that does more posting than shooting. And this can be typical on the internet.

The New Sig 365 just came out and it had some first run problems. Many were quick to bash the gun because of these. These problems did not phase me at all, and in no way would stop me from buying the gun. I am not interested in Purchasing one, but understand firearms enough to shift through the internet bashing, especially with first run guns.

The op bought a Ruger, had a problem with the gun, and fantastic customer service. He even admits to great service. If I were him, I would be elated! And for sure understand that any gun made can have a problem, even right out of the box and even a Glock lol. But quick to fix the problem say's a whole lot.

 

Well I've had issues with Taurus and they were absolutely terrible .

Some reputations are earned .

Maybe Taurus has started to change things in the last couple of years

 

Yes, your are right, some reputations are earned. That is one reason why, my next revolver may just well be a Taurus.

 

I have sent a gun each to Ruger and Glock and they have been great. Two weeks each and gun was back and fixed.

 

I sent a 9mm semi-auto and a .45 ACP semi-auto back to Ruger and in both cases they failed to fix the problem. In fact I sent the 9mm back a second time and Ruger finally offered me a swap for another style 9mm which indicated to me that they couldn't fix the problem. My opinion is that the factory people looking at the handgun and making a decision regarding repair are not certified gunsmiths. I hope I'm wrong but I read too many accounts of factory guns being returned to owners and no suitable repairs are done.