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.

[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.

[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.