Smith and Wesson Customer Service is horrible

[StreetDoctor]

Is %^*#$@* Horrible! Anyone else have a completely shitty experience with them? I purchased a M&P340ct brand new about a year ago. The revolver had less than 150 rounds through it when something in the trigger assembly broke (I assume). Pulling the trigger would no longer rotate the cylinder, and the cylinder release was very hard to operate. The gun was not abused, only had 10 rounds of .357 through it, and the rest .38. I filled out the warranty repair forms on S&W's website and sent the revolver back without ever speaking to someone (which I thought was odd, now maybe I understand they deal with such a high volume of returns they don't have the staffing). It's been 3 weeks now and I haven't heard a word either phone call or email. I can't get a hold of a live person on their customer service phone number to save my life. If you don't choose an option and wait for an operator after cycling through the menu twice it disconnects you. I've currently been on hold with "sales" for 9 minutes and counting.... How do they stay in business? Anyone have any ideas? Or want to buy a MP340CT if I ever get it back?

[Great-Kazoo]

You miss the threads regarding wait times and mfg / vendors being back logged and Not Answering their phones? No one is answering their phones and when they do it's a small window to get through to them.
Flip side is yes, they have seem to gone down hill.

[StreetDoctor]

You miss the threads regarding wait times and mfg / vendors being back logged and Not Answering their phones? No one is answering their phones and when they do it's a small window to get through to them.
Flip side is yes, they have seem to gone down hill.

I understand dealers not answering, why would the SW warranty department be busier though? I was on hold for 30 minutes until they closed... fucking awesome.

[Teufelhund]

I've always had great customer service experiences with S&W. I haven't tried to talk to them since the latest panic started though.

[Madusa]

Why are you dealing with a company that sold you out for government contracts? I think they should go away.

[Singlestack]

Great service from M&P on my M&P Shield this past summer. Replaced the barrel and not a single malf in over 500 rounds since, with all types of FMJ and HP ammo.

[Gman]

I haven't had to deal with them in a while. They were pretty good for me on several occasions. I even screwed up the slide stop spring on my SW99 and told them to please contact me for credit card info to pay for the repair in the enclosed letter. They fixed it for me for free. The contact is slim to none as it would require extra personnel to tell you every phase of the process. When I heard from them it was that my pistols were shipped back to me, they were on the porch the next day.

[strm_trpr]

Yes

[bchase75]

I've always had good experiences with their customer service department, but the last three S&W firearms I've bought (new) have had to go back for warranty work....not impressive.

[cofi]

my wife's SW bodyguard was bought new from some dude up in boulder then i bought it probably 4 months later....it looked like it had never even come out of the box well when we tried to shoot it the first time it wouldn't go bang.....i called sw warranty line and they said that i would have to pay for it to be fixed they would not honer the original warranty because "they didn't know what i may have done to it" not only that they would have to ship back to a ffl and would not cover the ffl fees! so for this 300$ pistol i was going to pay ups shipping 20$ them to fix it 60$ shipping back 20$ and a ffl charge on my end 20$ that's over 1/3 the cost of the gun! i ended up taking it to burt and he diagnosed it in the car had it fixed in like a day and i think charged me like 25 bucks and a can of catfood....i will go out of my way to avoid sw products

[HBARleatherneck]

UPDATE from me


I have an old Sigma SW380. I bought it used 6 or 7 years ago. I broke the trigger a few years back, and the gun has been just sitting in a box of junk.

After this thread started I thought about contacting S&W. I emailed them on the 12th of January. I told them I was NOT the original owner. They sent me a FEDEX label in their email on the 14th. I sent the gun off the 16th. They emailed me a couple days later saying they received it. Today, I got my gun back, new trigger assembly, new recoil spring and something else replaced. AND a FREE magazine.

I had a great experience with S&W. A used gun, not originally purchased by me. They paid postage both ways, repaired the gun, free magazine and all in 2 Weeks time.

[cofi]

UPDATE from me


I have an old Sigma SW380. I bought it used 6 or 7 years ago. I broke the trigger a few years back, and the gun has been just sitting in a box of junk.

After this thread started I thought about contacting S&W. I emailed them on the 12th of January. I told them I was NOT the original owner. They sent me a FEDEX label in their email on the 14th. I sent the gun off the 16th. They emailed me a couple days later saying they received it. Today, I got my gun back, new trigger assembly, new recoil spring and something else replaced. AND a FREE magazine.

I had a great experience with S&W. A used gun, not originally purchased by me. They paid postage both ways, repaired the gun, free magazine and all in 2 Weeks time.
i wonder why they would not fix my bodyguard for free?

[Gman]

Sometimes things happen when 2 people are trying to communicate.

...or maybe it's just because HBAR has such a bubbly and lovable demeanor.

[Jefe's AR]

I've sent two guns to S&W for repair/service/replacement. One was a Walther PPS. I filled out he warranty info and was e-mailed a fed ex shipping label with instruction. Sent it in. About a month later I received a NEW PPS. The second time was a S&W MP 15-22. The extractor 'exploded'. I filled out the same warranty info and received the same fed ex shipping label. Sent it out and about a month later I received it back. No real complaints here. I'd assume they are extremely busy with everything that is happening right now.

[HBARleatherneck]

it's just because HBAR has such a bubbly and lovable demeanor.

These is exactly why. I am so damn loveable and so damn good looking.

[Great-Kazoo]

i wonder why they would not fix my bodyguard for free?

cause you're a $%^& east coast attitude kind of guy. NEW ARK [ROFL2][ROFL3][ROFL2]

[Blockhead]

I talked to S&W customer service today. Hold time was about a minute and even though Im probably one of a thousand schmucks calling about a 15-22 mag order, he was polite and helpful. And told me to not get anxious for any mags anytime soon

[Cylinder Head]

Funny day when H&K's customer service is on a steep upswing and S&W hates you and thinks you suck.

[car-15]

I talked to S&W customer service today. Hold time was about a minute and even though Im probably one of a thousand schmucks calling about a 15-22 mag order, he was polite and helpful. And told me to not get anxious for any mags anytime soon
I called them today as well, the new m&p-15 I just got came with the adjustment pin broken and wedged in the collapsable stock, I shipped it back to them on their dime on the 15th, I called them today to check status and was on hold for less than a minute, the guy was polite and helpful, and it actually was shipped back out to me yesterday. they get a +1 in my book.

[HiPlainsDrifter]

Smith & Wesson customer service has been a nightmare for me.

I sent my Thompson Center scope to Smith and Wesson as instructed by their customer
service for repair. But 2 weeks after receiving it, they informed me that they no
longer repaired this scope. They checked their inventory and after another 3 months had
passed, they informed me that they did not have any replacement scopes in inventory and that
they had discontinued this scope. Now they are telling me that they will not repair,
replace, or even return my scope to me so that I can try to find someone else to repair it.

[TheVath]

S&W responds to emails pretty quick.


Sent from my iPhone using Tapatalk

[HiPlainsDrifter]

S&W responds to emails pretty quick.


Sent from my iPhone using Tapatalk


They didn't respond to my email at all when I first asked them to return my scope. After two weeks
I sent them another email telling them that I hadn't received it yet and I asked them
for a tracking number. They finally got back to me and told me "The scope can’t
be returned for it has been processed in our system. Once this happens, the
scope is no longer kept on the premises."

[Bailey Guns]

I've used their customer service and custom shop on a handful of occasions. I've found them to be the BEST in the industry. Granted, it's been a few years since I last needed something...but when I did service was top notch.

[Bailey Guns]

Why are you dealing with a company that sold you out for government contracts? I think they should go away.

Yeah...read the news lately...like in the last 10 or 15 years? The old S&W owned by the British company is not the same S&W of today. Completely new owners and management.

[mtnrider]

I don't have much faith in S&W customer service. I have a problem M&P pistol that I have return twice so far and they still have not fixed the problem. I even posted videos (link sent to rep) and sent them detailed instructions on how to replicate the issue and they clearly didn't read them. Got the pistol back a couple weeks ago (2nd time) and it still has issues.

[wctriumph]

I have only good experiences with S&W. Never had one break but there were recalls. From contact to getting my guns back was nine days. I was able to talk with a person right away and the guy was polite and professional. This was just over a year ago. Same with Ruger, great service.

Taurus on the other hand was a nightmare and I will never own another product produced by that company under any brand name.