S&W and EAA service experience

[Thunderchicken]

I have two used pistols that had ... a few problems. In fact, they were pretty similar problems. Both were nice lookers, and both turned out not to be able to fire a full mag without getting jammed badly enough to have to drop the magazine to get them running again.

I have never sent a gun in to the factory, but based on a friend's experience with HIS Witness, I thought that might be the best solution for each.

One gun was a Smith CS40 Chief's Special, the other an all-steel 10mm Witness DA/SA. I called both companies. S&W sent a FedEx shipping label, EAA just said to ship to them. I wrote cover letters for both asking for an estimate to get the gun running properly. $88 to ship the Witness, the CS was free. Only Next Day Air was acceptable. Turns out it would have been $2 more at UPS.

Smith said six to eight weeks for the estimate and two to three months for the repair. EAA didn't say how long it would take.

I sent the guns on a Monday at 1030. Next Tuesday, I had the Chief's Special back. It runs like a champ now. The enclosed statement read "no charge--warrantee." Classy. Smith wins this one. God knows how long it'll be before I hear from EAA.

One week later, on Monday, I have a message from EAA. "Your gun is finished, we just need you to pay $20 for return shipping." Two days later, on Wednesday, I have the Witness, and other than one failure to entirely return to battery (which I think will be fixed by proper lubrication), it also runs fine through a couple boxes. The statement says "NC--limited lifetime warrantee."

So, I think overall I have to rule it a tie. Both companies exceeded my expectations for a used firearm and were a pleasure to deal with. Just wanted to give a data point to folks with a gun that doesn't really run right. I'd think about giving the factory a chance to make it work. I should have asked if EAA would send a label and let me pay for shipping to them--they get a LOT better rate than I do, but I still feel I got my more than my money's worth. But, $20 is better than $80...

 

[Japle]

EAA has been promising improved CS for decades. Maybe they’re actually stepping up!

 

[wally]

EAA has been promising improved CS for decades. Maybe they’re actually stepping up!

Not really if it costs you over $100 in shipping charges. It's a lot cheaper, when they do it on a return label -- S&W is outstanding!

At the minimum EAA should Email or send you a pre-paid return label, even if they charged you what it actually costs them it would at least be decent service. The return labels don't need to go by FedEx/UPS next day air gouger rates.

I don't know if it was a mistake at the counter or the fact by dumb luck that I got there past the deadline for next day delivery on a Friday (I know because the guy ahead of me in line was whining about his document not being in Dallas Saturday because of it). But they didn't require the next day air, Monday delivery was like $30. I was clear it was firearm being returned for repair.

 

[KansasPaul]

I have had one issue with a S&W rifle that was recalled because of a bolt issue. The service I received was well beyond what I expected. The turn-around time from S&W was less than 2 weeks from the time I shipped the rifle to the time it arrived delivered at my home.

Paul

 

[Japle]

I have an EAA Witness .45 that’s a safe queen because the EAA “gunsmith” (Paul) refused to even discuss fixing it. Despite the fact that there was no mention of ammo by either of us, he told me it was my fault for shooting hot handloads. Then he hung up.

I agree that EAA should pay for shipping both ways on a warranty repair, but the fact that they’re willing to do the repair at all is a vast improvement over what they used to call “customer service”.

BTW, I ordered a small spring from them once and they insisted on shipping it FedEx Overnight, even though I live 15 minutes away from their office. Shipping cost me far more than the damn spring!

Not far from the EAA plant is the Kel-Tec plant. If you have a problem with a Kel-Tec gun, you just walk in the front door, sign in and take a seat. Soon, a gunsmith comes out, discusses the problem, takes your gun in the back and after a while you hear “BANG, BANG, BANG, BANG, BANG, BANG"! Then he brings your gun out, nice and warm, thanks you and you go on your way.
That’s customer service!

 

[7mmb]

The next time you need to ship a pistol back to the factory have it shipped through your LGS. FFL-to-FFL can ship handguns via USPS and it is much cheaper than overnight through UPS or FedEx.

 

[Capt. Ct.]

I once tried to send a Kahr back for repair. I went to the main UPS hub as you are supposed to do. The UPS person had me type out the paper work. Then she wanted my FFL. When I explained it was going back for repair and I don't have an FFL she tells me that without an FFL I can't send a handgun. I told her I'm pretty sure I can if it is going back for repair. Well she gets her boss. He gets his boss and all agreed that I can't send it UPS. I remained polite and went to my LGS and had him send it off. Is there a state law in Connecticut that prohibits me or were these people just uh, Not knowledgeable?

 

[Jim K]

I suspect they just didn't know their own company policies. Mostly, those are published on the carriers' web site, so it might be a good idea to print it out and show it to them, though they probably still wouldn't believe it. (The antis have those clerks so scared of being victimized by a TV spy, sued, or even being jailed that they won't take chances, and I am not sure I blame them.)

Actually, your LGS is the best way, plus the cheapest. That is why I always say to establish and maintain a good relationship with them. In a large number of cases, the LGS might actually be less expensive on currently available guns than internet sales, when you count in the fee, the shipping and the hassle.

Jim

 

[ny32182]

7mmb is right.. take the gun to an FFL, and they can ship it with FAR less cost and hassle than you can on your own.

As a guy who shoots Witnesses all the time, EAA is the LAST place on earth I would go for any kind of parts, support, or anything else related to anything they sell. I don't think they actually manufacture anything; they are just an importing business with, from what I can tell, frighteningly poor knowledge regarding anything they actually sell.

There are a few dealers and smiths out there that deal with EAA. Whatever you have to pay to deal with them instead of EAA, it is likely worth it. This might be the first positive "EAA customer service" story... ever.

 

[ATLDave]

I had an EAA/Tanfoglio Match get a crack in the frame, right at the bottom of the magwell. I had to pay to send it back, but they sent a new one to my FFL. I had the rear sight come apart during recoil, and they sent me a new one, without having to send in the old gun. I wouldn't say they were a pleasure to deal with, but they got me what I needed in a manner that I would rate at least fair.

I'm apparently either the luckiest or the most charming person ever to deal with EAA.

 

[hemiram]

I've bought some parts from EAA over the years, and never had any problems. The prices were crazy high, IMHO, but everything went fine.