What to expect -- S&W Warranty work

[Corner Pocket]

I've just purchased a new S&W wheel gun, which is my first venture into S&W land. Just wondered what sort of reputation S&W has when it becomes necessary to send a gun into them? Does the customer pay shipping one way? Both ways? Are they reasonably speedy getting it back to you?

Your experiences are important, and I'd like to hear from other S&W owners who have needed to have something done under warranty. Thanks!

Corner Pocket

 

[8emem]

I have returned four revolvers to S&W over the years. It takes a little bit of negotiation on the phone with the service rep to get them to give you a shipping label. It depends on the model and when it was manufactured, and what kind of problem needs to be solved. The return time ranged from 4-6 weeks. These are the individual circumstances and what transpired (1) a 29-4 that was shot loose and had endshake. S&W said "send it in" but I had to ask for a shipping label, which was provided. Revolver was restored to factory specification perfectly at no charge. (2) a 27-2 that had the rear cylinder lock pin broken off and cylinder endshake. Also had to ask for the shipping label. Had the frame sideplate re-blued as well. Revolver was returned in perfect working order, bluing blended well with the rest of the finish. Charges were about $85. (3) 625-3 that had a loose cylinder yoke, which could be pulled out of the frame a little bit even with the retaining screw tightened down. Shipping label was provided and revolver fixed at no charge. (4) 625-3 that had side-to-side play in the cylinder that allowed the cylinder to slip past the frame stop on occasion. Had to ask for a shipping label. A new yoke needed to be fitted and I had a MIM trigger replaced with a steel one. I also asked for the springs to be replaced with factory springs. Revolver was returned in perfect working order, charges were about $130.

All in all, I was satisfied with these experiences, and happy with the knowledge that the repairs restored the revolvers to factory specifications. I was not charged for return shipping if the repairs were done at no charge, but when the repairs were charged, return shipping was added.

 

[Jim K]

Some years ago, I sent in a worn hand and asked them to replace it. It was the kind made for the second type hammer block, an obsolete part. They took a modern hand, and using two tiny pins, attached the "ramp" that was needed to release the hammer block safety. I doubt they would do that today, but that was way beyond any reasonable expectation. Oh, and they charged the current price for a hand!

Jim

 

[RidgwayCO]

I just received back a M681 that I sent in as part of the recall. It was made in 1982, so is no longer "new" by any means. S&W paid for the shipping both ways, and the turn-around time was less than 3 weeks.

That's excellent service in my book...

 

[351 WINCHESTER]

Years ago their service was nothing short of outstanding. I can't say how it is in today's world. They used to offer a lifetime warranty and paid for all shipping. Give them a call and ask them and let us know what they say.

 

[jkulysses]

I can't comment on S&W service personally but I hear it's good and they are part of the BBB which is a good sign. Just be glad you didn't get a Taurus/Rossi that's all I've got to say. I just got off the phone with them and they are by far one of the worst companies that I've ever done business with. The customer service reps are cocky and sarcastic and no help at all. Every single time you ask to speak with their manager they tell you the manager is out of the building right now. There is no way of even filing a complaint not even an email address or anything and I can't even file with the BBB because they are not a member and I can see why.

 

[Corner Pocket]

Gentlemen, I really appreciate the responses. I don't yet have my newly purchased revolver in hand, but from reading what you have shared of your experiences, I'm glad that I opted to go with S&W this time.

Once I have this new beauty in my possession, (as has been suggested), I'll give them a call and ask about their warranty. I'll post back here in a few days. Thanks again!

CP

 

[dirtygrunt95]

I have bought sever S&W 's recently. No need to call it is a lifetime warranty. They provide you a physical copy of it in the box the gun comes in.

 

[Narwhal]

Unfortunately the last 2 smiths I've had needed to be returned right away.

Fortunately their customer service is outstanding and they will send you a shipping label quickly without asking too many questions.

Unfortunately my 1st problem pistol had to be sent back twice before the problem was corrected.

I just sent the 2nd one back today, so we'll see what happens.

 

[Rule3]

I have many SW handguns and have used their customer service on several occasions. IMHO, S&W has the best customer service of any manufacture. They will send you a Fed Ex pick up label. you box it up, call the Fed Ex priority phone number and they pick it up and return it to your home.

If you ever need a small part or something you can fix they will usually just send it to you no charge. The call lines are open from 8 am to 8pm