Smith & Wesson customer service rocks

Coach Z · June 22, 2011, 05:49 PM

I was having a problem with my Walther PPS .40 where the striker was not resetting even though the trigger was. I called Smith (who handles Walther service in the states) and they said no problem and sent me a prepaid label to send it in to them.
I tracked it yesterday just to check on it and it got delivered to them Mon. Called today to see if they had a chance to look at it and was told "yep, we replaced the trigger bar and it's already on its way back. You should have it tomorrow"
Ten minutes later my doorbell rings and its Fedex with my gun! They also threw in a new 7 round mag!!!

I dropped it FedEx Fri. 6/17
Tracking shows that it arrived Mon. 6/20
Shipped back 6/21
I received 6/22

Total time without gun 5 days. Anybody considering service in their next purchase I can't recommend smith / walther highly enough

Mr.Blue · June 22, 2011, 05:53 PM

Best CS in the industry!

Sevens · June 22, 2011, 06:05 PM

That's a terrific story. Appreciate you sharing it with us.

model18 · June 22, 2011, 06:18 PM

yeah great service, UNLESS they change the frame and serial #. Even though I was promised the FFL transfer fee and sent in the proper paper work three times (as well as emails & phone calls to no avail) S&W dropped the ball and haven't sent my $30 chk. This was from a unfired, orig. owner airweight J frame.I think ignoring me and not keeping their word SUCKS.....
With me it's more a matter of principle. I bought a brand new gun and it was defective. Good thing I didn't fire it before inspecting it, because it would cost them a whole lot more $$ once an lawyer gets involved. I'm really suprised there isn't a class action suit against S&W over these potentially dangerous J frames. As an owner of 8 older S&W revolvers, all I can say is I'm done with new S&W products!

bumnote · June 24, 2011, 01:38 AM

Years ago before I taught myself to do some basic gunsmithing (before I even knew how to take the side plate off) like an true idiot I broke the thumb piece nut. I took it to my local shop they suggested calling S&W. I did and they fixed it for free. Not much of repair at all I know, but I was impressed since I wasn't the original owner and they still did the repair free.
Model 18, I sorry to hear about your experience with them, that would **** me off too.

Sefner · June 24, 2011, 02:01 PM

Quote:

because it would cost them a whole lot more $$ once an lawyer gets involved.

I work for a fairly large company and clients tell me this all the time as a form of threat.

The short answer is no, it won't cost them more money. They already have staffed lawyers that work solely for their company and no one else. Those lawyers make a salary that is not based on how many cases the company has to litigate. It's not like for every lawsuit every gun company has to go out and find some lawyers to work for them now. They already have lawyers on staff.

What would be very costly is your lawyer fees when you hire a lawyer to sue them over a $30 transfer fee.

To stay on topic, I'm glad to hear about OP's service. I had a very similar situation with Springfield Armory. Except I didn't get a free mag, got a polished feed ramp instead

Also I learned that the overnight shipping is not a form of customer service; it is a federal law that handguns must be shipped FedEx overnight.

model18 · June 24, 2011, 08:33 PM

You missed the whole lawyer point. IF the gun blew up due to a cracked frame and I was injured, then a lawyer would apply. Sorry that wasn't clear to you. Please reread my original post.

orionengnr · June 24, 2011, 10:53 PM

And you missed the point as well.
If the gun "blew up" they already have lawyers working for them.

Oh, BTW, I've been on this board (and a number of others) for a number of years and have never heard of a gun "blowing up" absent an ammo-related malfunction....usually by a handloader who made an error or two.

Kind of like guns "going off" by themselves. That's the kind of story you hear from someone who is dying to lawyer up and sue a company with "deep pockets" ...generally for an act of their own negligence.

Hmmmm.

S&W CS is generally regarded as the best in the industry. Don't take my word for it...do some reading.

model18 · June 25, 2011, 09:51 AM

happy ending. after 4 months and numerous tries I finally got a chk.

Sevens · June 26, 2011, 11:46 AM

Quote:

it is a federal law that handguns must be shipped FedEx overnight.

What?! Where is the citation for this? This isn't true.

Federal law in Zimbabwe maybe. Not in this country.

theycallmeingot · June 28, 2011, 05:13 PM

i have a smith M&P.45c and noticed a cracked ejector. i hadn't had any problems with the gun, but i called and told the rep about it, and was wondering if i HAD to send my gun in, or could they just send me an ejector. i had a match coming up that weekend. it took a little time to explain that i was indeed talking about the EJECTOR, and not mislabeling the EXTRACTOR, but the guy said they had them in stock, and if i think i can change it they will send one out. i also had them send two regular flush-fit baseplates also free of charge. this was a wednesday, and they arrived on saturday. and they sent the right part; the EJECTOR.

never been more pleased with a customer service department.

June 22, 2011, 05:49 PM	#1
Coach Z Senior Member Join Date: February 18, 2011 Location: RI Posts: 795	Smith & Wesson customer service rocks I was having a problem with my Walther PPS .40 where the striker was not resetting even though the trigger was. I called Smith (who handles Walther service in the states) and they said no problem and sent me a prepaid label to send it in to them. I tracked it yesterday just to check on it and it got delivered to them Mon. Called today to see if they had a chance to look at it and was told "yep, we replaced the trigger bar and it's already on its way back. You should have it tomorrow" Ten minutes later my doorbell rings and its Fedex with my gun! They also threw in a new 7 round mag!!! I dropped it FedEx Fri. 6/17 Tracking shows that it arrived Mon. 6/20 Shipped back 6/21 I received 6/22 Total time without gun 5 days. Anybody considering service in their next purchase I can't recommend smith / walther highly enough __________________ Love my guns

June 22, 2011, 06:05 PM	#3
Sevens Senior Member Join Date: July 28, 2007 Location: Ohio Posts: 11,756	That's a terrific story. Appreciate you sharing it with us. __________________ *Attention Brass rats and other reloaders:* I really need .327 Federal Magnum brass, no lot size too small. Tell me what caliber you need and I'll see what I have to swap. PM me and we'll discuss.

June 22, 2011, 06:18 PM	#4
model18 Senior Member Join Date: March 14, 2006 Posts: 419	S&W Customer service ????????? yeah great service, UNLESS they change the frame and serial #. Even though I was promised the FFL transfer fee and sent in the proper paper work three times (as well as emails & phone calls to no avail) S&W dropped the ball and haven't sent my $30 chk. This was from a unfired, orig. owner airweight J frame.I think ignoring me and not keeping their word SUCKS..... With me it's more a matter of principle. I bought a brand new gun and it was defective. Good thing I didn't fire it before inspecting it, because it would cost them a whole lot more $$ once an lawyer gets involved. I'm really suprised there isn't a class action suit against S&W over these potentially dangerous J frames. As an owner of 8 older S&W revolvers, all I can say is I'm done with new S&W products!

June 24, 2011, 01:38 AM	#5
bumnote Senior Member Join Date: October 13, 2008 Location: Northern Virginia Posts: 407	Years ago before I taught myself to do some basic gunsmithing (before I even knew how to take the side plate off) like an true idiot I broke the thumb piece nut. I took it to my local shop they suggested calling S&W. I did and they fixed it for free. Not much of repair at all I know, but I was impressed since I wasn't the original owner and they still did the repair free. Model 18, I sorry to hear about your experience with them, that would **** me off too. __________________ "And remember, Abraham Lincoln didn't die in vain, he died in Washington D.C." - Firesign Theatre

June 22, 2011, 05:53 PM	#2
Mr.Blue Junior member Join Date: May 30, 2011 Location: SE Wisconsin & Long Island, NY Posts: 418	Best CS in the industry!

June 24, 2011, 08:33 PM	#7
model18 Senior Member Join Date: March 14, 2006 Posts: 419	You missed the whole lawyer point. IF the gun blew up due to a cracked frame and I was injured, then a lawyer would apply. Sorry that wasn't clear to you. Please reread my original post.

June 24, 2011, 10:53 PM	#8
orionengnr Senior Member Join Date: July 9, 2004 Posts: 5,177	And you missed the point as well. If the gun "blew up" they already have lawyers working for them. Oh, BTW, I've been on this board (and a number of others) for a number of years and have never heard of a gun "blowing up" absent an ammo-related malfunction....usually by a handloader who made an error or two. Kind of like guns "going off" by themselves. That's the kind of story you hear from someone who is dying to lawyer up and sue a company with "deep pockets" ...generally for an act of their own negligence. Hmmmm. S&W CS is generally regarded as the best in the industry. Don't take my word for it...do some reading.

June 25, 2011, 09:51 AM	#9
model18 Senior Member Join Date: March 14, 2006 Posts: 419	happy ending. after 4 months and numerous tries I finally got a chk.

June 28, 2011, 05:13 PM	#11
theycallmeingot Member Join Date: February 3, 2011 Posts: 54	i have a smith M&P.45c and noticed a cracked ejector. i hadn't had any problems with the gun, but i called and told the rep about it, and was wondering if i HAD to send my gun in, or could they just send me an ejector. i had a match coming up that weekend. it took a little time to explain that i was indeed talking about the EJECTOR, and not mislabeling the EXTRACTOR, but the guy said they had them in stock, and if i think i can change it they will send one out. i also had them send two regular flush-fit baseplates also free of charge. this was a wednesday, and they arrived on saturday. and they sent the right part; the EJECTOR. never been more pleased with a customer service department.