Before you guys bark too far up the extractor tree remember that the S&W has an external extractor so the "test and adjust" method isn't going to do him any good. External extractors are not tensioned like an internal extractor, just a good ol' coil spring at work. This also rules out any recommendations to get a Brown or Wilson extractor and swap it out with his.
Best send it back to S&W or have a local gunsmith look at it.
New gun, same ol' shot.