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Extreamly bad Service from Smith & Wesson

Discussion in 'General Gun Discussions' started by frankd4, Mar 10, 2010.

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  1. frankd4

    frankd4 Member

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    Smith & Wesson Worst all time customer service in the world for two days now I have called their customer service number at 800-331-0852 been on hold for twenty minutes then transferred to a voice mail box where you leave your name and number then no one calls you back.
    I bought an M&P 15 from CDNN Sports that had a Five P-Mags rebate form I filled the form out did every thing I was supposed to do mailed it in three months ago when I went on line to see what the hung up was their rebate service says that there is a duplicate serial number claim number, so I called CDNN and they said to call Smith & Wesson
    So I have been calling them no one returns the calls and I still do not have the five mags, I was looking at the CMMG AR and only got the Smith & Wesson because of the rebate I will never buy another Smith & Wesson product again not because of the mags but because of their lack of respect for their customers and right now I am not feeling that warm and fuzzy about CDNN Sports as they only seem to pass the buck, Think twice about spending your hard earned money with either one of the two.
     
  2. ClickClickD'oh

    ClickClickD'oh Member

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    Very unusual. S&W usually has very good customer service, and is most certainly far from the worst (Hello Taurus).

    Have you tried sending an email to them? qa@smith-wesson.com

    Perhaps you'll get a better response that way.
     
  3. EddieNFL

    EddieNFL member

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    I dropped them when they made a deal with the devil.
     
  4. youngda9

    youngda9 member

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    Charlie Daniels has a sweet song about that.
     
  5. mljdeckard

    mljdeckard Member

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    Is it possible that SOMEONE ELSE ALONG THE CUSTODY CHAIN of the rifle already snatched the code and redeemed it to get some free mags? Just sayin'.
     
  6. earlthegoat2

    earlthegoat2 Member

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    Rants about companies CS are kind of getting old.

    Smith has good service in general and this is an isolated incident that you should really not take personally.

    I will not use this information to never buy another Smith and Wesson product but maybe catalog it in the back of my memory for future use as another company that cannot make everyone happy all the time.

    I feel your pain in this but once again this is the internet with the rule of 10ths. Smith customer service is only one 10th as bad as the internet portrays it just as is the case with Taurus, Ruger, etc.
     
  7. bflobill_69

    bflobill_69 Member

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    See what happens when you embrace the Hilary Hole?
     
  8. mljdeckard

    mljdeckard Member

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    I tend to agree. We have become so spoiled to instant gratification that we are surprised when there is a process that can't be done instantly. There are only so many people on the phone. There is a process to resolve every complaint. The mail can only move so fast, no matter how much you pay for anything.
     
  9. KBintheSLC

    KBintheSLC Member

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    My experience was poor too. Bought a new 637 that turned out to be a lemon... warped frame, crooked barrel, and large BC gap. Returned it once, they did nothing to it and sent it back. Called the head of CS who was not helpful, then decided to send it back again with a letter from my friend who is an attorney and another from the gunsmith. We had to threaten to sue them to get them to replace the gun. I like the replacement gun they sent, but I doubt I'll buy another S&W again.
     
    Last edited: Mar 10, 2010
  10. bhk

    bhk Member

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    Although I haven't had to use them often, I have found their service to be great.
     
  11. Deanimator

    Deanimator Member

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    S&W's customer service is either excellent or hideously awful. There seems no in-between. I experienced both in the same incident. I sent my 4" Model 29-2 in to them to have the forcing cone recut and the barrel set back. They damaged the barrel when they did it and lied about it. After a lot of runaround, and a letter to their corporate counsel from my attorney, a VP got involved and they more or less "fixed" things by paying for ONE of the replacement barrels I had to buy and refinishing the gun (which destroyed its value). Now I've got a really pretty, mostly worthless gun.
     
  12. jfh

    jfh Member

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    I've used S&W CS several times now.

    The latest was last week, when I sent in a 360 with a sticky chamber. It left here on Monday, March 1, via two-day FedEx on S&W's dime. On Thursday, I checked the delivery status--it had arrived Wed. On Monday, March 8, I received a postal letter acknowledging receipt. On Tuesday, Mar 9, FedEx knocked at the door with the 360.

    No complaints.

    Jim H.
     
  13. danez71

    danez71 Member

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    Agreed.

    Nothing against this particular OP but its absurd the way some people who dont get their way when they want it and on their terms take their rant to the internet to blab their one sided story to the world in an attempt to essentially bully their cause.

    Its one thing to be informative but its another to bully your own cause.

    Ive "called" SW customer service 3 times. One time they seem to have phone problems I think may have been weather related because when I selected my option it never even rang... just went to never never land.

    But in all 3 cases, I got a hold of a person and each time I felt like they actually went out of their way to help me and my odd request.

    If you want a good demonstration of lack luster CS... wallyworld.
     
  14. StuartTX

    StuartTX Member

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    When you experience a problem with a rebate you are almost always going to have to deal with the promotions company that is handling the rebate. Being difficult and inefficient is part of their business strategy. They make less money each time a rebate is successfully processed. The sad part is that this reflects poorly on Smith & Wesson because their name is all over the materials, not the promoter's name.
     
  15. DFW1911

    DFW1911 Member

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    I'm really surprised to hear this. My experience with S&W has been very good.

    Then again, I mainly deal with the Performance Center, and the folks there are fantastic.

    Maybe find a way into the company by asking for Sales, then explain what's going on and see if they can help get you the service you need.

    Good luck. I know that poor customer service (like Taurus) can be infuriating. Hang in there!
     
  16. Hunt480

    Hunt480 Member

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    I've had two experiences with S&W one fair, one bad. Can't win all the time. Although I like my Smiths,I hate to say it the Ruger customer service beats Smith in the ground. There is no comparison and you would think it would be the other way around from there price differences. With that said I still like my Smiths...
     
  17. waldonbuddy

    waldonbuddy member

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    I actually like to read about problems with companies. For one it lets me make a decision to do business with said company.

    I have gotten crappy service with an auto parts company. Tried to resolve the issue with them first. Then I posted the problem on the net. Got a private message from the company owner, and the problem was fixed. I then posted the fact that the company fixed my issue.

    I think the internet is the best thing to happen as far as keeping people from loosing money dealing with crooks, and it helps to keep companies straight.

    I to had a bad experience with S/W customer service. I tried several times in a three week period to call them with no success. I left my name, and number in their voice mail and not ONE call back.

    I finally gave up. I still like their products, but IMO their customer service could use some help.
     
  18. Mot45acp

    Mot45acp Member

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    S+W customer service charged me $100 for the factory recall work on a 586. Cylinder would bind so bad it took a rubber mallet to unload it. They returned with a form. The "Work Completed" column was blank but the bill was $100.

    The gun works now but between that and the ILS I'm not buying any new S+W products. A used 686? yes please.
     
  19. Ruggles

    Ruggles member

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    My 1 time experience with them was great as well.

    And the company that dealt with Clinton is not the current S&W, totally new owners. Time to let that die IMO.
     
  20. Deltaboy1984

    Deltaboy1984 Member

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    I had great service from Smith on my Sigma I sent in to the man in TX and it was there and back with in 5 days and I had bought it used and Smith sent me 2 free mags.
     
  21. Jimmy76

    Jimmy76 Member

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    Had a very similar situation with S&W CS recently. Called last Friday, operators were all busy, call back at a later time. Called again this past Monday, operators were all busy, left a message. Never got a call back so I called Wednesday around 12:00pm and got right through. Spoke with Larry and he was very helpfull with pistol and magazine issues. They're sending me shipping labels for the magazines and for the pistol to go back to S&W.

    I was starting to get very irritated by the lack of response so I can appreciate the OP's side. Once I talked to a real person, my mood changed for the better. Hopefully they'll remedy the issues I'm having and maybe hire some more CS personnel to speed up the initial response time for S&W customers.
    Good Luck
    Jim
     
  22. Patriotme

    Patriotme Member

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    I bought a S&W MP15 last October. I just got my 5 mags about a week or so ago. I called S&W about a month ago about the mags and the customer service rep said they are really behind in sending out the mags and they will come. I've been looking on AR15.com and several owners are complaining about how slow the delivery is on the 5 mags from S&W. I've got a bunch of magazines so I just wanted to make sure that they were eventually coming. As long as I was in the system I was ok waiting. They were cool about it and apologized. I got the feeling that they either sold a lot more rifles then they expected or never got the supply chain straight before hand.
    You are not alone. They'll get there.
    I would send them an e-mail if you think your paperwork is messed up.
     
  23. SMMAssociates

    SMMAssociates Member

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    The magazine promos seem to be insanely slow.... I ran into this a couple years back when I bought an M&P40. Took forever.... I was lucky enough to get mine long before I really cared, but....

    However, checking the S&W forum here pretty well defined the trend, and I didn't bother calling or e-mailing anybody. Somewhere before panic might have set in, a package showed up....

    (I forget how long - two to four months, though, and right before S&W closed out that promotion. The date that the promotion ended was quite clearly indicated, though. Of late, Walther stopped providing a second magazine with the PPS series guns, almost out of nowhere. This has upset a few people - some of whom appeared to have seen a magazine article or ad that said that you got two mags with the gun and then gotten to the store and finding out that there would only be one....)

    About the "Hilary Lock".... With the exception of a P22 that I've since sold for other reasons, I don't buy guns with 'em.... There are enough potential malfunctions in a cheap .22 (for example) that make 'em unsafe for carry already, and that's just multiplied when you deal with the larger calibers. Kind of a "who cares" for range guns, but if I'm going to depend on it, it ain't gonna happen.

    As to the "deal with the devil", that's long gone.... It was stupid, but Bangor Punta is/was a British company, and they were more concerned with the Law Enforcement side of the business than anything else. Glock kinda ate their lunch anyway, although the M&P handguns may be as good as they ever were, and certainly worth a look nowadays.

    Regards,
     
  24. Sav .250

    Sav .250 Member

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    Lousy customer service can be found everywhere. Seems to be the norm with some good customer sevice sprinkled here and there.
    Stay the course and keep your inquires flowing. Maybe you should try an
    e-mail to the CEO of S&W. Your the customer......full speed ahead! :)
     
  25. content

    content Member

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    Hello friends and neighbors // sounds like someone at CDNN or at the FFL who recieved it used your code after the sale.

    Unless you know and trust the FFL and everyone involved in the store personally I'd start there.
    I trust my FFLs but there are lots of people with access in their stores.
     
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