Excellent service from Smith and Wesson

[J-Bar]

Around Christmas time, the cylinder stop in my 1955 S&W .38/44 broke. I called S&W Customer Service, who said, "That's a really old soldier! We might not be able to fix it." I was told I could expect a two-month wait due to backlog, and that there might be a charge for repairing a revolver that old, if it could be repaired at all. I said I understood so they sent me a shipping label. I shipped the revolver on January 6. On March 14, I received a "Sales Quotation" in the mail, saying that it would cost $67 to repair the revolver, which included $13 for return shipping (FedEx). I paid S&W with a credit card by phone on March 15. On March 16 I received an email for FedEx tracking informing me that the revolver was being shipped back to me. FedEx delivered the revolver a few minutes ago, on the morning of March 17. So, one day for repair and one day for return to my front door, Springfield, Massachusetts to Springfield, Missouri. I could not be more pleased.

I'm grateful that they took the time to see if it could even be repaired as much as I appreciate the efficiency of the repair and return shipping. I know some have not had as good an experience as this one, but I believe good service should be recognized when it happens.

Gonna get my old soldier back on the range, probably later today!

 

[TacticalJanitor]

I think highly of S&W customer service too. Since Jan 1st, I've purchased 5 S&W revolvers (all new). Two have had to go back for problems out-of-the-box, and I returned one that was just...in really bad shape. I did use the store credit to buy a different S&W though.

The first one to go back came back in two months, and it is indeed fixed. Didn't cost me a penny for the repair or shipping.

The second is still away, but I have faith they will either fix or repair it.

In my opinion, the lifetime warranty is reason alone to stick to S&W. Does any other revolver company have a similar warranty?

It's good to hear that they can still deal with the older pistols too.

 

[shoebox1.1]

Awesome! I like it when customer service stories are good

 

[Ethan Verity]

That's nice that they were willing to take a look at a gun that old! In a lot of cases, the new production S&W parts require some hand fitting to be used in the old guns. Not because the new parts need it, but because the old gun itself is unique from having been hand fitted originally. In other cases, the new production parts aren't even compatible anymore.

 

[.38 Special]

That is great to hear! I have had such poor service from them that I would never dream of shipping them an old treasure like that. I hope your story represents a new era!

 

[Rule3]

Glad to read this. Years go their service was excellent, but these days all you hear is negative, and actually fixing a old gun is amazing!

 

[Pat Riot]

I am glad they were able to fix it for you @J-Bar
That’s good to know.

 

[J-Bar]

Just got back from a quick trip to the range for a postoperative check.

It works.

 

[Pat Riot]

Wahoo! Nice!

 

[tightgroup tiger]

Just got back from a quick trip to the range for a postoperative check.

It works.View attachment 1140551

Looks like it works quite well. I always had a good experience with Smith & Wesson.

 

[sparkyv]

Wow, that's a poor new gun experience rating. I surely glad S&W made things right...or will.

Since Jan 1st, I've purchased 5 S&W revolvers (all new). Two have had to go back for problems out-of-the-box, and I returned one that was just...in really bad shape. I did

 

[TacticalJanitor]

Wow, that's a poor new gun experience rating. I surely glad S&W made things right...or will.

I thought so too...but I'm new to revolvers.

Since the first revolver was returned, I learned that (I think) it was just dirty. For whatever reason, the gas ring was letting so much junk from uncoated lead bullets into the yoke assembly that the pistol would start to lock up in less than 100 rounds. The cylinder wouldn't turn. I felt this was defective. S&W said, "replaced yoke and cleaned pistol". I've since switch to HiTek-coated bullets, and haven't had the issue again. So, may it was defective? I don't know.

The second j frame had some milling marks around the ratchet cutout (that were proud of the surrounding surface and wearing on the ratchet), and the yoke was moving forward in the frame, which caused the cylinder to touch the forcing cone. This is the one they still have.

The "returned" pistol was a 329PD. I didn't even have a chance to fire it. One of the screws in the top plate was too long and had worn a ring in the cylinder. The Titanium cylinder was either bulged, or the top strap was warped. The cylinder and top strap were wearing against each other. Rather than suffer another two month repair on an unfired pistol, I returned it and bought a Smith 69.

The 69 rocks though. I really like it.

For me I think it was a mixture of bad luck and some ignorance on my part. Lesson learned!

 

[TTv2]

I assume the older, out of production revolvers go to someone with more skill and knowledge (and higher hourly wage) than current production Smith's do. That's why the turnaround was faster.

 

[Riomouse911]

I had a two month turnaround pre-pandemic for a Modrl 686+ 4” and a Model 48 6”, and ten during 2020 for a Model 66-2 4” that I sent back.

All work great after the returns.

Nice to see they are back to decent turnaround times again.

Stay safe.

 

[Anchorite]

I’ve always had top-notch service with S&W. At least as good as Ruger. Maybe even better than Ruger.

 

[TacticalJanitor]

I heard from a pleasant fellow at S&W today. They told me the frame needed to be replaced, and that a pistol with a different serial will ship to my FFL.

They weren't really clear if it's a new pistol.. but I'm sure it will work.

Great company.

 

[ms6852]

Love hearing good feedback about S&W customer service, I own a few revolvers from them.

 

[Rodfac]

I've sent two revolvers back in the last 5 years. One was purchased new in 1992 and S&W fixed the frame lug, and did it on their dime = about 3 weeks IIRC. The 2nd was a new M-63 that locked up after the first 50 rounds were fired. Too, it was spitting lead. This one took about 2 months...again, on their dime. My experience was first rate in all regards, Rod

 

[halfmoonclip]

They have generally been good to me, including on some older crocs, and even some things I might have exaggerated fooling around (push off issue with a Kit Gun). Usually, it was a real, mechanical issue; a 66 that spit lead, a 60 with undersize chambers. That last was purchased used.
J-bar, good on ya. (Any chance of talking you out of using those Pachyderms.... )
Moon
ETA- got a 25-15 recently; timed up nicely, really pretty nice bluing (four screws, but a Hilary hole; go figure), but it had some creep on single action. Called Smith, talked to a tech, they sent me a new hammer, which solved the problem.
M

 

[J-Bar]

J-bar, good on ya. (Any chance of talking you out of using those Pachyderms.... )
Moon

Those were a gift from Nightlord40K. Bless him. Gonna keep them awhile.

 

[halfmoonclip]

Those were a gift from Nightlord40K. Bless him. Gonna keep them awhile.

Actually, I was hoping you'd put some pretty wood on a pretty gun, but it's certainly not my call. Just glad your revo is fixed.
Moon

 

[S&W-Keeper]

Good news, I have sent back several over the years.I have one at the Mothership now.

.

 

[Arkansas Paul]

I have only had one experience with S&W customer service, but it was a very pleasant one.
I loaned it to someone and it came back with the front sight completely broken off.
They fixed it for free. All I paid was shipping.
Top notch CS.