S&W Customer Service

[rb765]

I just sent an email asking about having the factory replace some springs in my 686 and this is what they replied:

"
From: SW Level 1 (qa@smith-wesson.com)
Sent: Sat 1/25/14 7:24 AM
To: Ruben Barrios

Reference number: LTK111770671290X Please use this ticket number in any correspondence with us.
Subject: Model 686-3

Dear Customer,

Unfortunately the turn around in our charge dept is in the area of 10m-12 months . You might want to seek out a local gunsmith.

If further assistance is required please reply accordingly.

Sincerely,

Frank "

I hope they do better with warranty stuff than 10-12 months.

[uechikid]

Yeah. I called them inquiring about a trigger job for my M&P40. I was told the turn around time is about 8 months, after you send them you gun. F that! I opted for the apex trigger kit instead.

[Section 101]

I call that being honest.

There are so many people/companies out there that will promise you something in days/weeks when they know it will take months/years.

[ALOC]

I had warranty work done on a gun and it was about a two week turnaround.

[Bubba_Leon]

Did you contact Bolsa Gunsmithing out of Westminster?
They are an S&W warranty center in our state. Might be a quicker turnaround.

http://www.bolsagunsmithing.com/

[nephrodoc]

I had the combat package performed on my revolver about a year ago. Turn around was about 6 weeks. They do awesome work for the price. All other smiths had about a 6 month turn around for custom work, at a much higher price.

[Marquand]

Smith and Wesson's warranty/repair service is a mixed bag. Their technical department is either incompetent or undedicated to servicing their customers.

I had to return my 642 for warranty work. Mine was an early model that had an overtorqued barrel that resulted in a cracked frame. I sent it back in November of 2012 and by February of 2013 I had heard nothing after three phone calls except being quoted a three to four week turnaround DESPITE the madness of Sandy Hook. I finally got through to the technician in charge of my claim and was told that I would need a replacement firearm. I specifically stated that I did not want any replacement with Smith's internal lock and yet they tried to send one to me. I found out before it was shipped, called back, and spoke with the same technician. He told me the 642 was no longer available without a lock. I asked what models were available that didn't have the lock. After 5 minutes of searching their catalog for lock-free models he offers me...wait for it...a 642. I confirmed that the model he just said wasn't available actually was available and my new 642 arrived at Bolsa Gunsmithing 10 days later for DROS and a 10 day wait, all without cost to me.

So did Smith make things right in the end? Yes. Was it a pain in the *** to get them to do so? Yes again.

Moral of the story: If you want non-warranty work done, have Bolsa or another trusted gunsmith do it. S&W is apparently way too confused to do it themselves.

[andy75]

I am still waiting for my replacement gun. Crack frame. I ask about ETA they have no idea, only it will be a while this is from Nov of 2014. I am hoping by April.

[rankor]

Last year, I had my 642 sent back to S&W for replacing a cracked barrel. It took 3 weeks from shipping it out to getting it back.

[1badman]

Off topic a little, but seems s&w customer service is not so great and crack frames and barrels. I don't own a Taurus don't seems like s&w is not as great as well.

[John Browning]

So, would you have been happier if they would have taken your gun to change a few springs and you've had lost it for a year? S&W is the best customer service in the business, bar none. I had a 617 that had accuracy and timing issues, they paid for FedEx to come pick it up at my house and send it overnight to them. They installed a new barrel and new cylinder and I had it back in less than a week. I sent them a Model 27 for Performance Center work, they said it would take 2 months and I had it in about 5 weeks.

They told you the truth and kept you from giving up a revolver for a year so that you could find someone local to do what is a very easy job. Some folks you just can't please I guess.

['ol shooter]

What springs and why? I have armorers training in S&W and maybe can give you some info.

[sealocan]

Is Smith and Wesson doing so financially poorly (I don't think so.) that they can't offer 90 day return on something like spring work?..yes, they might have to hire some more technicians but guess what, lots of people who are unemployed would love to do that work and I'm sure that would pay a half decent wage.

for a lot of things they could charge you and probably would try and charge you for.

when your new or old Ford needs a new timing belt does the dealership say "oh, just find a local garage, or wait in line 12 months." no they charge you an arm and a leg and they do it there & now.
it's not for everyone but for some people, with the money, that want to know it is being done correctly with quality parts it's a better alternative to risking it to a unknown garage that may be closed the next year.

I want Smith and Wesson to be profitable of course, but I like American companies that actually stand behind and fully service their products.

[JackRydden224]

I think that's pretty good customer service. They are being perfectly honest with you instead of just telling you to send the gun in which will lead you to chase after the gun for months.

[pigpen66m]

S&W has been like that since I can remember. I sent my model 29 in because it was backing the primers out causing it to jam. It took them about 8 months this was twenty years ago.