The Firing Line Forums

Go Back   The Firing Line Forums > The Firing Line Gun Show > Retail Deals and Feedback


Thread Tools Search this Thread
Old October 9, 2017, 05:50 PM   #1
Senior Member
Join Date: March 23, 2017
Location: Northwest Indiana
Posts: 208
Smith & Wesson Customer Service

Has anybody had bad customer service from S&W lately?

I had never dealt with them before and I have been reading good reviews of S&W from members here.

I had sent them my .380 bodyguard as it was misfiring which they had received August 23, 2017 and have not heard from them until I called. I called two Fridays ago and they did confirmed they had it and the rep did see that it was just "sitting" there. He was going to see if he can speed the process and that was it for the conversation. No call for a few days and I called again. When I gave my rma #, the rep asked me what was it sent for. So I told him about the misfiring. I even asked the rep what is the time frame for reviewing and repairing firearms if needed. They said from 3-5 weeks. This worried me as it seemed to me they had no idea why it was there for when I sent what was asked of me with all details when I sent the firearm to S&W. He said he was going to check and call me again. Few days passed and nothing again. Will be calling again today.

As this is my first time dealing with S&W, I don't want to judge quickly and have a negative idea of S&W. The only thing that bothers is the fact they I don't know what is the reason for them asking me why it was there after 1 month and the fact they don't call to let me know what is going on. Makes it seem as there is something else wrong based on the second conversation with the rep last Wednesday.

Is this something I should be of concerned with? I just purchased a 9mm shield. If this is what I am to expect from S&W, then that sucks for me.

I understand that there are other people ahead of me.
ninosdemente is offline  
Old October 9, 2017, 09:17 PM   #2
Evan Thomas
Join Date: July 7, 2008
Location: Upper midwest
Posts: 5,532
Moved to the Retail Deals and Feedback forum.

Note that the rules for this forum are now in effect. Please read them before commenting, as well as the general Gun Show rules.
Never let anything mechanical know you're in a hurry.
Evan Thomas is offline  
Old October 9, 2017, 09:54 PM   #3
Senior Member
Join Date: March 20, 2014
Location: Kinda near Phoenix, AZ
Posts: 872
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.
Rangerrich99 is offline  
Old January 31, 2018, 10:43 AM   #4
Junior Member
Join Date: January 30, 2018
Posts: 1
Smith and Wesson Great Service!

I own a Thompson Center ICON 308 rifle, which was like new when I bought it from the original owner. The only problem waht that it had a crack in the fore end of the stock. S & W now owns Thompson Center. As I was checking out their Website, I noticed this rife had a recall concerning the safety mechanism. I contacted S & W and they sent me a shipping label to send them the rifle. After two and half weeks, the rifle was returned to me. To my surprise, S & W replaced the safety, the trigger, and replaced the old stock with a beautiful walnut stock. Thank you Smith and Wesson. Their customer service was fast, efficient, and so generous. I own three S & W guns and I will certainly buy more of their products with this kind of service! A Loyal Customer
Cloudfish is offline  
Old May 26, 2018, 01:00 AM   #5
Join Date: March 20, 2018
Posts: 44
They sent me a note saying my SKU didn’t qualify for their last rebate. Contacted them regarding it, they “escalated” it. We will see what happens. Not holding my breath!
Ledslnger is offline  
Old June 12, 2018, 06:50 PM   #6
Senior Member
Join Date: June 15, 2016
Location: Western PA
Posts: 768
I've had to contact S&W customer service a couple times now for my M&P22 Compact. The 1st time was to request a wrench for the thread protector. They obliged and a week later, I had received the wrench in the mail. The 2nd time was about an issue with the adjustable rear sight. I noticed the rear sight blade was loose and able to wiggle back and forth freely. Upon further inspection, I found that a tiny spring was missing from behind the windage adjustment screw on the rear sight assembly. I contacted S&W and explained the problem. A week later, I had an envelope in my mailbox with the missing spring, but also an additional adjustment screw and a rear sight blade. Both times, I corresponded via email. Both times I received a response the next day. Both times I had the needed parts within a week. So far, S&W has lived up to the hype.

For me, the customer service has been good, but.....not needing customer service would be better. I have cheaper firearms from less reputable companies that have never needed customer service.

Bittersweet would be a good description of S&W customer service. To have good customer service is asking for a backhanded compliment...imo.
22lr, 20 gauge, 8mm Mauser, 35 Remington, 30-06, 9mm, 380acp
GarandTd is offline  

Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

All times are GMT -5. The time now is 07:10 AM.

Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2018, vBulletin Solutions, Inc.
This site and contents, including all posts, Copyright © 1998-2018 S.W.A.T. Magazine
Copyright Complaints: Please direct DMCA Takedown Notices to the registered agent:
Contact Us
Page generated in 0.05173 seconds with 10 queries