Smith & Wesson customer service!

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Hemicuda

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I had the hammer block on my Smith 637-2 break last week, a simple failure of the part, brought on by the fact that In shoot this little bugger ALOT...

I looked at the cutaway diagram of the Smith & Wesson revolver that they provided on their site as "computer wallpaper" years ago, and determined the right part name...

Armed with that and my model/serial numbers, and their 800 customer service number, I called...

Now, my frame has some corrosion from being carried next to my fat sweaty corrosive body so much...

I talked to a guy at the 800 number, told him what was wrong (the hammer block) and asked if I could get one sent...

he ASKED me about corrosion, I told him it was minimal, and I could take care of it... (I did, while awaiting parts) he also made sure, by description of size, shape, and location, that I had the right part (and inquired about and laughed at my downloaded wallpaper diagram!)

THEN he said the part would go out shortly...

4 days later, on my P.O. Box, was a small padded envelope with a pieces part that was a bit heavier in the area where mine broke, but in all other ways was identical...

I dropped that baby in my newly repainted frame, and shot her a few times... (like about 150 times or so)... and now she comfortably rests in my holster, faithfully at my side... she broke on a Sunday, and by Friday AM, she was fixed!

customer service couldn't get much better than that! I even got a callback mid week to ask if everything was satisfactory, and another today to ask if the gun was working correctly... BOTH from the same guy I talked to before...

all in all, a GREAT experience, (well, except for my favorite carry piece breaking!)
 
Great Report

Thankfully, I haven't had too use their customer service hotline thus far;
but its really good to know that they certainly live up to all the press
that they have been getting lately. I guess that is why I own more
S&W handguns than any other~!:cool: ;) :D
 
Me too..

I had to send my 642 back for timing issues...on the phone I told the guy I wasn't happy..new carry gun that doesn't go bang every time.....he understood and sent a paid mailing sticker out the next day..sent the gun to smith and wesson on monday...got it back ,fixed on FRIDAY!I was impressed.Free and fast is good.....BTW they replaced the "arm" and "cylinder stop"they called the problem a"throw by".....anyway..good as new!
 
I gotta chime in too. I sent a 3 year old model 41 in for a warranty repair recently, it came back like new. They were quick to reply to questions and were always polite. After sale service like this will keep me giving the nod to S&W for years to come!
 
SW service..the way it should be

I too have had a great experience with SW!! They don't mind your questions and have great turn-around repair..
 
Sounds like my experience. Which is why I keep coming back to S&W. I know that should I need their help, they'll be there. As far as I'm concerned their service is right up there with Dillon, and that is saying something.

Jeff
 
Hi, Tony B,

Just FWIW, "throw by" means that the rotating cylinder does not stop at the next firing position, but goes past, so the hammer falls somewhere other than the primer of the next cartridge. The cause is usually a worn cylinder stop or a weak cylinder stop spring. I am glad they fixed it.

Jim
 
S&W is #1

I F@#*'d up a Model 66 357 Mag. that I bought over 20 years ago and sent it back to Smith and Wesson. They called me two weeks later and GAVE me a NEW "L" frame 620 to replace it.
I almost died... I screwed it up!!!!! and they gave me a NEW gun....

Now I NEED to buy a new gun from them..... Shall it be a MP "black rifle" or wait for the MP 45 pistol ??????

THANK YOU Smith and Wesson for my NEW 620, seven shot, 357 Mag.!!!!
 
I've had a couple of questions concerning my Walther P99 that I sent to the 'generic' CS email address from S&W's website.

The same gentleman responded to both emails VERY promptly and helped out quite a bit.

Thus far, their CS has been top notch for me.

-J-
 
S&W service...

lol.. I sent them a letter about my very used gun and they sent me new grips for free, I did not ask for them they just showed up.

Checked the mail box on Christmas eve, hadn't checked in a while and I was staring at a new instruction manual...


Pretty nice to get that kind of response for a used pistol...
 
A couple of years ago I bought a 1969 Model 60 from a neighbor who was the original owner.

I didn't like the serrated trigger so I called S&W to replace it with a smooth faced one like the new J-frames come with now. The CS guy said the current triggers won't fit the older gun so he gave me the phone number of a place in New York that probably had what I wanted. He was right.

I had a Gander Mountain gunsmith install the smooth trigger. Unfortunately he got a little rough on one of the screws and burred the edges of the slot. Now that kind of thing just drives me nuts so I called S&W and asked if I could purchase a replacement. They didn't want my money, just my address to send a free one. I told the guy I wasn't the original owner, but he didn't care, sent me a free screw anyway.

Now THAT is customer service. These people are just amazing. Since then I've bought a 637 and two 642's from them. All three guns are excellent in quality and I woudn't hesitate or worry a bit if I ever need any service.
 
This has been a long time back, but I have an old 38-44 that had a worn hand. Now the hand on that gun has a slanting surface on the side at the rear to operate the old style (type 2) hammer block. I sent the hand to S&W and they sent me a new one. No big deal. Except...

Their new hands didn't have the slanted surface, so someone, I assume in the custom shop, drilled two tiny holes in the new hand, and pinned on an extension, then milled it down until it was perfect. That must have taken even a crackerjack machinist an hour or more, and there was no charge. Almost anyone else would have just said the part was no longer available.

I don't say they would go that far today, but it sure gave me an idea of what REAL customer service is.

Jim
 
S & W Customer service EXCELLENT

After using their customer service I would NOT buy any gun that is not S&W.
If their guns are good...their service is just as good!!!
 
Taking nothing away from S&W, but I think you would find that Ruger's customer service is also excellent. Some others may be also, but I have direct experience with S&W and Ruger.

Jim
 
I don't mean to pee in the punch bowl but I have a 624 that was involved in the recall.
First call to S&W I was told to send it back. On my dime.
I emailed them. I gave them model and serial number and asked for a prepaid UPS tag and closed the email with a "Thank You". I recieved an email from "bcote" at S&W that said "Your Welcome". That is the entire email "Your Welcome".
So I figured that I'd get a label in the mail. Never came.
I called again, explained the situation, and was told they would have to check to see if it was one of the 624s recalled, and they would call back. Never heard back from them.
The guys over at the S&W forum suggested I email Kate at S&W, and she would hook me up. I emailed her with the particulars and again, never heard back.
Now I love my S&Ws and I'm glad you guys are happy with their CS Dept.
But from my experience it leaves a lot to be desired.
If the gun was recalled I think it is only right for them to pay the shipping. It's their mistake, make it right.
 
S&W CS Department

About 4 years ago, I attended a "Flying Armed Class For Law Enforcement Officers" sponsored by The Police Officers Safety Association, at the S&W Academy in Springfield. Since I was going to be there anyway, I brought along my 6906 9mm to have them look at it next door in the Sales / Customer Service area of the complex. I told the gentleman behind the counter that I loved my gun but, I was occasionally having problems with the slide not staying back after the last round was fired (Yes, I checked the mags !). He told me he'd look at it while I was in the classroom. When I finished the class, I went back to check the progress and found that not only was the problem fixed. The gun was ultrasonically cleaned, the sights were adjusted, the feed ramp was polished, and the grip (which was a recall item) was replaced! He even gave me a S&W rug / pouch to transport the gun.

When I asked him the cost of the repairs, he told me that it was a free service and he was glad to have helped me out. I have never seen that level of service anywhere else in my life. I only wish my car repair shop took a page out of S&W's book on how to treat a customer :D
 
There ain't NOTHIN' in the world that carries and conceals as well as a lightweight J-frame, is there?
I gotta get me a Mod. 60 LadySmith or a Scandium .357 next...
Click to expand...

While the scandium may carry and conceal nicely, it's supposedly a snarling beast to control with .357 and pretty formidable even with .38's.
 
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