My Smith & Wesson customer service experience - Page 2
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Thread: My Smith & Wesson customer service experience

  1. #11

    my experience

    Working at at a large firearm store I've dealt with a lot of smith and wesson and even did a 2 hour basic armor/sales course with the reps.

    Pros:
    -great ergonomics
    -low bore axis

    Cons:
    -terrible trigger and long reset (pro is ok)
    - mags are sticky to load like the ruger sr9 mags
    - lots of machining imperfections (looked at mine under a low power microscope and the about of burrs was crazy! Glock was near perfect)
    - it's a glock rip off. Smith paid $40 to glock for every gun sold of their sigma and sde series and this gun resembles glock internals.

    With a Apex trigger job or the pro they are a fine gun. They are reliable, but from my shooting and dealing with them I'm less and less impressed with them compared to Springfield and glock.

    At one point in the armor class the recoil spring was sticking out of the slide past the barrel and the rep says it happens turned the muzzle towards the ceiling and hit the gun on the table incredibly hard to bring the spring back in.

  2.   
  3. love my Kahr CW.380, also a backup gun. Runs flawlessly.

  4. #13
    Dang Andy - that sucks. I had thought it was not that bad - but if it was, then its probably a defective mag release. Something that should be "easy" to fix.
    they could just replace the mag release and should work - since as you said it went in if you held it in.

    I know its kinda sucks buying anything that fails to work.. :/ ive never bought a gun that did though.

    My only question is - when you bought it? did you handle it in the store before taking it home? cause where I buy from - I got to handle the very one I bought.

    Anyway GL with things, hope it all works out. though - try not to let it get to you too much cause stress is a silent killer ;)

  5. #14
    Join Date
    Mar 2011
    Location
    Rocky River, Ohio
    Posts
    1,526
    S&W's customer service is all over the map.

    Some people get superb service. Others have nightmarish experiences.

    I had both in the same incident.

    I sent them a 4" 29-2 to get a "spitting" problem fixed, involving a factory defect in the forcing cone.

    While in their possession, the gun sustained some deep nicks in the barrel, that appeared to have been caused by improper use of whatever tool was used to remove the barrel.

    They tried to deny it, but I had before and after pictures.

    They then wanted to reblue the gun. I wanted a new barrel. They claimed not to have any.

    I ended up having to, on my own dime, buy a replacement barrel. Just to be safe, I bought two. Good thing, since one wasn't usable.

    Unfortunately, that barrel was finish worn, and now the gun HAD to be reblued. They tried to give me a hard time.

    I had a lawyer friend contact their corporate counsel. At that point, things got serious.

    My friend was contacted by a VP, who agreed to pay for both the replacement barrel AND the reblueing.

    So, in one incident they went from being inept and dishonest, to making a more or less reasonable effort to [sort of] make me "whole".

    Of course the gun is basically worthless to a collector now (I have the box and tools too). It only has value as a self-defense gun.

    S&W customer service? Flip a coin.

  6. When s&w caved to the clintons,i vowed never to buy one,and i havent

  7. #16
    I have one of those and the mag does not do what you described. The laser stopped working and I figured the battery was dead. When I took it apart I found the contacts are just kinda stuck the with a small piece of yellow plastic . In short they fall off and are not fun to get to stay in the right spot when reasembling. Trigger does suck but I got used to it. I find it very accurate for its size. But to date have not had to deal with customer service.

    Sent from my SM-N900V using USA Carry mobile app

  8. S&W has done fantastic work on several pre-lock revolvers, and turnaround was invariably much quicker than I expected. In the unlikely event I have a problem with them in the future, the last thing I would do is to get involved in the trendy howls of outrage on social media. There are classier and more effective ways to solve problems.

  9. Quote Originally Posted by nosreme View Post
    S&W has done fantastic work on several pre-lock revolvers, and turnaround was invariably much quicker than I expected. In the unlikely event I have a problem with them in the future, the last thing I would do is to get involved in the trendy howls of outrage on social media. There are classier and more effective ways to solve problems.
    Classier ways to solve problems with one of the largest gun manufacturers in the world? Yeah, maybe if you're one of the CEOs. Little old me ain't solving any problems, even by social media. I've called multiple times, about to call again. They act like they couldn't give 2 sh!ts if I get my gun back in a timely manner, get it back fixed, or hell even get it back.

  10. My Smith & Wesson customer service experience

    Just got off the phone with the lovely folks down at S&W and now I'm even more confused. This guys says he's not seeing where there were ever any issues with FFL information, and he's showing that it isn't even in the shipping department yet, that the final repairs were done on it today, they shot it, and that it should be going out any day now. So here's my timeline here:
    Call #1 - No issues were found to be repaired, and it had just hit the shipping department to be sent back.

    Call #2 - 2 weeks later it is still in the shipping department and the hold up is lack of FFL info.

    Meanwhile FFL information is taken care of and call #3 is to make sure they got all the info they needed.

    Call #4 - No information indicates there was ever a problem with the FFL info, nor that it was ever even in the shipping department, as it is now in the repair department "finishing up".

    I've almost completely lost interest in the gun.

  11. #20
    Join Date
    Mar 2011
    Location
    Rocky River, Ohio
    Posts
    1,526
    Quote Originally Posted by AndeyHall View Post
    Just got off the phone with the lovely folks down at S&W and now I'm even more confused. This guys says he's not seeing where there were ever any issues with FFL information, and he's showing that it isn't even in the shipping department yet, that the final repairs were done on it today, it was shot, and that it should be doing out any day down.
    In my situation, nobody at S&W seemed to be talking to each other either.

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