Suggestions For Dealing W/ S&W Customer Service

[saturdaynightpolitics]

First off I am not sure that this is in the right section, and if it isn't if someone could direct me to the appropriate venue I would appreciate it.

So, I got my wife a new 642 and there is a problem so it needs to be sent back to Smith. I contacted them via email a few weeks back and they said they were going to send out a shipping label, and then they never did.

I called last week and after 25 minutes on hold someone in customer service said they were going to send the shipping label, and again I haven't seen anything. :banghead:

I have sent firearms back to North American Arms and Ruger before and have never dealt with this. It has been 3 weeks of Smith promising to let me send it back to them. I am getting a bit frustrated.

Has anyone ever put up with this from Smith before? I always have heard about how good their service was. And does anyone have any suggestions on how to get some resolution out of them?

Thank you in advance!

 

[MikeJackmin]

My suggestion would be to simply call them back, and tell them the same story you've recounted here. I'll bet they'd make it right.

I'm not defending their lousy service to you, but I do believe it to be an unfortunate exception.

 

[jmr40]

The only time I ever had any dealings with S&W service it took 5 months for them to make it right. They finally did, but it took several phone calls and 3 shipments back to the factory, which I was not reimbursed for.

 

[mr.trooper]

Yes, dealt with S&W when my 310 needed a new firing pin.

I called them durring normal buisness hours, and they had a shipping label on my doorstep in 2 days. I shiped the gun off, and they had it back in my hand with a new pin in less than a week.

Just call them back up and politely request a shipping label.

BTW - what exactly is the "problem" with your gun?

 

[saturdaynightpolitics]

Yes, dealt with S&W when my 310 needed a new firing pin.

I called them durring normal buisness hours, and they had a shipping label on my doorstep in 2 days. I shiped the gun off, and they had it back in my hand with a new pin in less than a week.

Just call them back up and politely request a shipping label.

BTW - what exactly is the "problem" with your gun?

Truthfully I have no idea. The trigger develops a very significant hitch, stop if you will, at the beginning of the pull after a few pulls of the trigger. If you leave it sit for a day and pick it up the first few pulls are fine than after 10 or so pulls the hitch starts and progressively gets worse to the point that the trigger is inoperable.

 

[saturdaynightpolitics]

My suggestion would be to simply call them back, and tell them the same story you've recounted here. I'll bet they'd make it right.

I'm not defending their lousy service to you, but I do believe it to be an unfortunate exception.

I hope so!

 

[saturdaynightpolitics]

The only time I ever had any dealings with S&W service it took 5 months for them to make it right. They finally did, but it took several phone calls and 3 shipments back to the factory, which I was not reimbursed for.

That's awful. Any tips on expediting the process?

 

[dogrunner]

Give it another try. Call again and ask to speak to a supervisor....tell this story to them and I'd betcha it'll resolve in your favor.

 

[jrdolall]

I bought a Bodyguard and the laser died in the second session. I called Smith and stayed on hold for 25 minutes. Hung up and went to their website where it stated they were experiencing large volumes of calls and apologized. I left an email and got an automated response immediately. 2 days later I got a reply from a CS rep telling me to return the laser and they would replace it. I mailed the laser form a local Mailbag location and got a phone message from the same rep later that week that my return address was not included. I called her back and left her my info and the laser was here the next week.

From my experience it seems that a rep is "assigned" your situation and sees it through. At least they did in my case and I was quite pleased with the process. Of course my issue was more of an "accessory" issue rather than the actual firearm.

The only time I ever had to actually return a firearm was to Ruger and they emailed me a shipping label that I just printed off.

 

[oldandslow]

snp, 11/18/13

It took me over two years to get SW to fix/replace my 9mm pistol. It took 11 contacts to them via email and phone. I kept getting shuttled to different people and departments who would not reply. SW finally settled the issue fairly but their Customer Service seemed to be heading downhill. Good luck.

best wishes- oldandslow

 

[Redlg155]

1. Ask for a supervisor.

2. Ask that they email you the return shipping label. Just print and tape it to the box.

3. If all else fails, file a.complaint with the Better Business Bureau. I just about gurantee someone will call you in a couple of days wanting to resolve the problem.

I had an aggravating experience with FN USA customer service a while back. A quick call to a supervisor got me a new handgun. Especially since the initial rep assigned to me stated that "It's a combat weapon. You can expect some blemishes". FN made it right and I am still a good customer.

 

[btg3]

Sure, you're upset. Get it under control before you talk to SW. Work together. They'll do their part if you help them understand the issue.

Do they have your correct address?
Could they email the shipping label?
What can they do differently on the 3rd try to assure success?

Best of luck!

 

[oneounceload]

When I needed to send my 642 back they EMAILED me a shipping label - did you check to see if they did that? I printed it out, dropped it off a Fedex, and away it went. Came back about 10 days later

 

[saturdaynightpolitics]

When I needed to send my 642 back they EMAILED me a shipping label - did you check to see if they did that? I printed it out, dropped it off a Fedex, and away it went. Came back about 10 days later

Yes, unfortunately they still haven't.

I am calling them today and I'll keep you all posted and again thank you for all of your responses!

 

[Schwing]

I have not bought another S&W for over ten years because of this issue. I have had multiple problems over the years and never felt that they made it right. The promise of a shipping label was given to me several times as well with absolutely no follow up. The one time I did manage to get my gun shipped out, it was returned the next day with a single spent casing and a note saying that they couldn't find a problem.

It is too bad too. S&W makes fine firearms. It is a shame that too many people have this experience with their customer support after the sale.

 

[Potatohead]

The only time I ever had to actually return a firearm was to Ruger and they emailed me a shipping label that I just printed off.

This made me think. Is it possible they are trying to email you a label and maybe you gave them the wrong email address? I sent a gun back to Ruger and they had me stay on the line til I rec'd the emailed shipping label. From there, I had the gun back in 8 days. They actually 2nd day aired it back to me! (sorry-wasn't trying to rub it in)

 

[wally]

This made me think. Is it possible they are trying to email you a label and maybe you gave them the wrong email address?

Or possibly your ISP Spam filter is blocking them.

They have Emailed me prepaid return labels that I just print and affix to the package and the drop off at FedEx.

 

[saturdaynightpolitics]

3rd times a charm

To the posters concerned about the ISP, spam settings, email address errors, I actually checked that as well, and they weren't the case either.

So I spoke with Smith again today and they finally got me what they called an 'instant shipping label'. Instead of getting all of the the normal Smith disclaimer emails with ticket numbers and everything else, this was simply sent by the rep directly to me with his email address. I am really grateful that I can finally send the weapon in for service, so now I just have to find the packing tape LOL.

Thank you all so much for the help.

 

[Potatohead]

Glad you got what you needed.
Always good to have a specific reps email/phone ext. Ive got a guy at each manufacturer now almost. Helps to have a specific person that is accountable, or at least feels like he could be held accountable.

 

[Arkansas Paul]

It should go smoothly now. I had to send gun back for a replacement front sight and once I got the label and sent it, it was only three weeks or so and I had it back fixed.