Smith and Wesson Customer Service Experience

[Tee Why]

Just a short rant,
I ordered and bought a M&P 45 and picked it up on 11/21/11. After a few magazines, I would have Failture to feed jamming after each shot.

So 3 days after getting the gun, I went back to Turner's where I bought the gun to send it back for repairs.

Well it's the week before Christmas so I give S&W customer service a call and after waiting on hold for about 15 minutes, the rep picks up the phone and they say that they got the gun on 12/5/11 and that they replaced the extractor and modified the barrel and since the gun is going to CA, they need to do some paperwork for it but it should be shipping soon.

I call Turners the week of Christmas and they don't have the gun. I call S&W after Christmas and they are closed till today 1/3/12. So I called today and after holding on for about 20minutes on the phone, the customer service rep says that they still have the gun, and that it should have been shipped out a long time ago. He tells me that he'll talk to his supervisor (why not just make sure it's sent out today or tomorrow?).

So, S&W has had posession of my brand new gun for almost a month, while I've had it for only 3 days.

Just a rant, I'm sorry but the guys at Turner's tell me that S&W is notorious for their poor customer service and boy do I believe them.

I really like the M&P's but I've not had any good experience with my sample nor their customer service (or the lack there of).

I wish I could have them buy back the gun and get something else but I know I'm stuck here. Sorry just a rant but if you buy a S&W, just know that their customer service is very poor IMO.

[John Browning]

I have to say I've had the opposite experience. I had a 629-6 that spit lead. I emailed customer service, they had a tag sent to me, and in about a week I had the gun back. They paid shipping both ways and the turn around was quick.

I wouldn't put too much stock in the guys at Turners. Sounds like you might have been the victim of one dolt and the holiday season keeping everyone at home.

[Bobula]

I've had great luck with s&w. I sent a 4006 in twice and a 629-3 in once, all three times I got it back promptly and with extra mags and shwag.

[Echidin]

OP, I'm sorry for your experience, but I must agree with the two comments above. I've had nothing but great customer service from S&W.

[John Browning]

You might let them know what happened, and maybe they will compensate you in some form.

[Tee Why]

Thanks for the replies. I would think that once the rep realized that they had kept the gun over the x-mas break without sending it, he would offer some restitution, but all he said was that he'll bring this up to his supervisor. I also sent them an e-mail on the 12/26/11 but haven't heard back from the e-mail either. I know that they don't get to the e-mail till 1/3/12 but I'm not a happy customer.

In all honesty, I don't expect that they will do anything except ship the gun. I'd be surprised if the supervisor contacts me with an apology or an explanation. At this point, I'd be just happy to get my gun back in a week. I'll give them a call if I don't hear from Turners telling me to pick up the gun this week.