further rant and update
Nowhere in my post did I ever say anything about not liking Smith and Wesson products. In fact, if you would reread it and my subsequent additions to the thread you would note that not only do I generally like Smith and Wesson, but I bought another snubbie from them while my 637 still languished in limbo. The fact that I carry a SW J frame as a BUG by choice should certainly convey the fact that I consider SW to be a quality product that I would stake my life on. My complaint was never with the quality of the product, but with the manner in which SWs customer service department has dropped the ball. My warranty problem was a minor cosmetic flaw, the clear coat finish was peeling. After contacting them and expressing my stance that I would rather have an ugly gun than be without my pistol for several weeks I was told no problem, send it in, well get it back in a couple of weeks. Nearly a month later I contacted them and was told that it hadn't even been looked at, and would not be until they recieved payment. After finally getting one of their shop room people to answer the phone I was told that the billing was in error, the refinish was done, and the gun would ship immediately if I did not want the action job (that I did not order). I said thank you, ship it out. That was two weeks ago. No gun, no phone call, no email, and the shop isn't picking up the phone. I have been polite. I have been understanding. I couldn't care less that the work is delayed, as long as I am told that there is a delay, and given some idea of a turnaround time. Flaws happen. Things break. Trust me, I'm used to this. I break stuff all the time. I am perfectly willing to accept flaws, as long as I am treated with respect and consideration by the people who's responsibility it is to repair the flaws. I have numerous products from SW. The only problems I have had were the finish on the 637, and numerous problems with several city issued 4043s. The 4043s are all contract runs and not standard production, so I will not hold smith responsible for problems that might be brought on by dept specifications that are not entirely standard. Throughout this experience I have remained civil, and spoken nothing ill about the quality of the product, only the (lack of) customer service recieved. I find the tone of some posts and the implication that I am in some way being unreasonable, or bashing a company you are fond of unfairly as offensive, and unwarranted. I will say this in all caps for emphasis: I LIKE SMITH AND WESSON AND THE FIREARMS THEY PRODUCE, BUT MY EXPEIRENCE THUSFAR WITH THEIR CUSTOMER SERVICE HAS BEEN ABYSMAL.
On a seperate note, thanks to those of you who have given me specific names of people to talk to in hopes of resolving this. I will be contacting Neil later today and am sure that this will be quickly resolved. Information such as who to ask for is precisely why I started this thread to begin with.
I was using Tetra cleaning products when I noticed the worst of the peeling. I use these same products on all my other Smiths without problems to the finishes, including my new 342 which I am VERY fond of.
