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I've had good CS with S&W and an experience similar to what you've described. I can't say whether it's a trend, as I've only dealt with their CS once in the recent past. But I've had similar experiences with another gun manufacturer (one good/one bad), so it may just be coincidence. At the end of the day, however, it's very likely that you'll get your Shield back in good working order, which is the most important part. I do wonder at what might be really going on behind closed doors, but since that's nothing but conjecture, I'll just say that they need to work on their consistency in that area. Hope everything works out.
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