BAD CUSTOMER SERVICE FROM S&W

[newgun]

I had a S&W 1911 pd medium frame gun, six weeks ago on 2/1/10 this gun was sent to be X rayed at S&W factory in Springfield Mass.Do to a slide being blown off. (bad ammo) They assigned my gun to a man named David, he couldn't give a s@#$ when I get my gun back, so I leave several messages with his boss Kate, manager of customer service, rather than her addressing the problem and calling me back she has David call me. Everytime I call he says the same thing, his help is worthless as tits on a bore. So far he has been un willing to get off his a@@ and do some research to find out whats going on. I have bought 6 S&W guns in two years, all very nice guns, The 1911 being my favorite. Now that I have had a dose of their customer service, I don't think so well of SMITH & WESSON. Has anyone else had such a bad experience with customer support from S&W? If so did you ever get the problem solved? Who do you have to talk to at S&W to get any action?Need help? Unhappy customer!

[yelohamr]

You might want to post something here:

http://smith-wessonforum.com/forum.php

They might move quicker when the world knows how you are being treated.

[P08]

sw

My experience with a destroyed mp 45 led me to believe that they will replace yours, their service was A+. They gave me a new frame even thought the damage was totally my fault and I intended to pay for replacement, free shipment also. I would be nice and they will do the same, they are probably making sure that it isnt a problem with their manufacturing methods.

[newgun]

PO8, thanks for the encouragement, I too am expecting to pay. 6 weeks though is a little excessive, if the gun is bad I will go buy a new gun. How long did you have to wait?

[Greg-Dawg]

Glad I don't own any S&W semi-autos.

[BigDogatPlay]

S&W customer service is usually pretty good, at least in my experience and what I read.

An SW1911 had the slide "blown off" by "bad ammo"... could it be that they are perhaps trying to work out with the ammo manufacturer whose fault it really is?

[newgun]

big dogat play, If that were the case they could communicate that to me. However it has been in the metallurgy shop for 6 weeks, it does not take that long to X-ray a gun. I believe if my customers call me and ask a question, I get them an answer, ambiguity does not make for good customer relations.

[BigDogatPlay]

And I do not disagree with you on point. 6 weeks is a long time, probably longer than it should be.

However, given the age in which we live and what your OP makes sound like a catastrophic failure I should think they might play it very close to the vest as to their findings, especially if they are going to try to make it the responsibility of the ammo maker.

Or worse, that they actually have an engineering problem.

My suggestion, next time you call ask to speak to the Director of Customer Service, or however the manager's boss is titled. Keep politely moving up the line until someone gets you some more information.

[P08]

About a month, I think that each pistol line is within a different department though, so the mp line might be different since they probably sell more.

[masameet]

After I lost the bushing on my 1911, I called up S&W to find out what the replacement cost would be. The customer rep said: What's your address? I'll mail one right out to you. He didn't even charge me for it either.

Obviously my problem was minor and easily addressed. If S&W decides to replace your 1911 with a new model, that'd be pretty neat. Hope everything works out for you.

[newgun]

Masameet, It sounds like S&W has done right by you, i'm hope full the end result will be the same for me. The 1911 is my gun of choice, I do not have any complaints about the function of my gun, in fact I love shooting it. There in lies my real frustration. If they could just give me a date. not just "I don't know". If this rep. David just said "hold on I will find out exactly where your gun is and how many guns are in front of you". or something to that affect. I just want to know if I need to buy a new gun or if it can be fixed and when I can have it back.I have an M&P 40 my carry weapon is an M&P 357(not fun to shoot)I just prefer my S&W 45. I guess I'm just blowing of steam, it's good for me to hear everyone say they had good results with S&W. It gives me some hope. Thanks

[B Strong]

I had a S&W 1911 pd medium frame gun, six weeks ago on 2/1/10 this gun was sent to be X rayed at S&W factory in Springfield Mass.Do to a slide being blown off. (bad ammo) They assigned my gun to a man named David, he couldn't give a s@#$ when I get my gun back, so I leave several messages with his boss Kate, manager of customer service, rather than her addressing the problem and calling me back she has David call me. Everytime I call he says the same thing, his help is worthless as tits on a bore. So far he has been un willing to get off his a@@ and do some research to find out whats going on. I have bought 6 S&W guns in two years, all very nice guns, The 1911 being my favorite. Now that I have had a dose of their customer service, I don't think so well of SMITH & WESSON. Has anyone else had such a bad experience with customer support from S&W? If so did you ever get the problem solved? Who do you have to talk to at S&W to get any action?Need help? Unhappy customer!

I'm kind of jaded when it comes to any type of customer service from any type of company.

I know of many more instances of delayed satisfaction than I know of johnny-on-the-spot service - but my past experience with Smith makes me a little surprised at your situation. I've never sent off a firearm to them under your circumstances though, so maybe it's handled in a different way.

It could be that there are many folks in the same boat that you find yourself in, and they're trying to work something out above "David's" level.

Hope it works out.

[taloft]

I'd call every day until I got an answer. If David isn't cutting it, tell David his customer service abilities aren't making it and demand a different rep. Post on S&W forum they'll probably know what is going on or who to talk to. As long as you're polite, they can't really blow off your concerns. Always be polite but firm, document everything that is said, when it was said, and who said it.

I've never heard anything bad about S&W customer service before so, I'm kind of surprised. There is always one person in even the best companies that just doesn't make the grade. You may have found that individual.

[Bobula]

I recently sent a 4006 in for repair. The extractor had sheared off, wouldn't de-cock from one side, and had several other internal issues. S&W had it just over a week. My only complaint is they never let me know when they shipped it out, but it did come with a few extra free mags. Their customer service has been top notch for me!

[MAC USMC]

Relax a little and try again. Tell them you want to know the status of their examination of your handgun and when you can expect a final response.\

Do not berate any one or get nasty. This company is reliable, but they have reason to be concerned as to liability and lawsuits, etc.