Smith & Wesson Customer Service Report.

[USSR]

Guys,

About 2 months ago, I discovered that I had a problem with my hammer nose bushing being recessed to the point that upon firing, the primers would back out into the recess in front of the hammer nose bushing, and impede cylinder rotation. On the advice of several guys, I sent my S&W Model 25-5 back to Smith & Wesson to have a new hammer nose bushing installed. I am happy to report that even though this is their busiest time of year, I received it back in just 2 month's time. They did a great job, and it appears I got a freebie; inside the box with the revolver was a card stating: "Super Tuned Action by the Smith & Wesson Performance Center, Retail Value of this Super Tuned Action is $89.00". A big "Thumbs Up" to Smith & Wesson.

Don

 

[bannockburn]

USSR

Sounds like they not only took care of your problem but went the extra mile and threw in an action tune-up! Now that's some customer service! Definitely one way to make somebody a S&W customer for life.

 

[fireman 9731]

2 months is a long time, but the action job was a nice bonus.

 

[Zaydok Allen]

Very cool of S&W. I buy their guns for a reason.

 

[ArchAngelCD]

2 months is a long time, but the action job was a nice bonus.

I agree but IMO the slightly longer wait is well worth it for a Performance Center action job. They do very nice work.

Don, you are going to love that trigger for sure.

 

[USSR]

Tony,

Yeah, the double action now is awesome. As for the time frame (since so many have commented on it being a long time), I look at it this way: 1. Smith & Wesson easily has produced more handguns than all the other American handgun manufacturers combined, so their volume in the customer service department is bound to be higher; 2. Repairs to a semi-auto are for the most part simply a replacement of a part without much if any impact on the function of other parts, while revolvers involves hand fitting of parts that do impact the alignment and functioning of other parts; 3. the particular part that needed to be replaced involved stripping the revolver of all parts down to the bare frame, and then press fitting a new hammer nose bushing, ensuring that the firing pin protrudes properly, adjusting for proper headspace, and test firing it for function. Personally, I didn't think 2 months was unreasonable, but that's just me.

Don

 

[Bad Ninja]

Well now.
That's making me want to send my 60 in.
Lol.

 

[bannockburn]

Don

Personally, I didn't think 2 months was unreasonable, but that's just me.

I agree. To get a free action job, along with the warranty work you needed to have done, all in two months time is truly phenomenal customer service!

 

[buck460XVR]

Personally, I didn't think 2 months was unreasonable, but that's just me.

Me either. I have waited much longer than that for service work from my local gunsmith, who, like S&W Performance Center, is very busy because of the workmanship he does. Kudos to S&W for the fast turn around time and the free action work.

 

[gotboostvr]

My turn around time from Springfield to have a new barrel fitted was about a month, and I considered that more than reasonable.

They even tossed in New Trijicons which I thought was above and beyond.

This sounds about on par, and better than you'll get from alot of companies.

 

[Tacoma]

I just got a FedEx update that my new 986 Pro is due back from S&W CS tomorrow. They had it 5 weeks for a "out of the box" timing issue. Never even got a chance to fire it. I hope I make out as well!

 

[SteadyD]

For standard repairs S&W has turned everything around in 2 weeks. I've got a jframe going in for some repairs and I'm having them do the jframe enhancement package when they're done. I'm curious to see how long it will take.

 

[bikemutt]

For standard repairs S&W has turned everything around in 2 weeks. I've got a jframe going in for some repairs and I'm having them do the jframe enhancement package when they're done. I'm curious to see how long it will take.

As a j-frame collector of sorts, I've apparently overlooked the enhancement package, what is that?

 

[SteadyD]

It's just a trigger job basically.