S&W Service/Warranty problems??

[Bob_VT]

I have a friend who is a retired NYPD LEO and sent his NYPD Model 36 in for warranty service 2 months ago.  He has contacted service and they gave him a hard time, no real answers, got sarcastic and then hung up.  Well, they are poking a sleeping bear on this one.  I know he is one of the wrong people to jerk around.


Does service work take 2 months?  Is S&W in the SLOW mode?

[S.B.]

I've had a 29 back to S&W about as long as your friend. I call them every week and get the same old story"We'll probably get to it tomorrow". They've taken payment out of my checking account via debit card couple of weeks back. Beleive me, I know how your friend feels, especially with our current President in office spouting anti gun talk every day, and going around congress to get his way.
By the way, has anyone out there heard exactly what the executive orders pertaining to gun violence, are yet?
Steve

[S.B.]

I called S&W customer service again today and was told after they get your money, could be up to 4 weeks before you aee your gun(that will be close to 4 months for me)? If America is out of work, why doesn't S&W hire more skilled craftsmen? Putting it all in their bank? This isn't even close to what they tell you when you call before sending a handgun out there for work! Read on some forums of others getting theirs back a lot faster, maybe you have to know someone there.
Steve

[myronman3]

i've got a gun i sent to them here last week.  when i called them, they sent a prepaid fed ex package to my door, i simply packed the gun up and sent it off to them....didnt cost me a dime.  they didnt say word one about charging me anything, i fully expect they will fix it and it wont cost me anything.   i'll keep y'all posted
 

[S.B.]

My gun was needing repairs(older model) and I wanted a different barrel installed(that I supplied) so I couldn't expect them to pay for the shipping. You don't say what you are having them do to yours? Warrenty work?
Steve

[S.B.]

I called again this morning and was told another month? That will total four+ months for mine???
Steve

[myronman3]

i got mine back yesterday.  from the day it left, to the day it was back in my possesion, 14 days on the nuts.     
   the cylinder would catch on the frame lug and bind the gun up if you didnt pay close attention while loading/unloading.   
   they fixed the problem and refinished the area that the finish rubbed off of.    OUTSTANDING service. 

[S.B.]

Well, maybe it's who you are or what work has to be done? They received mine January 15th this year and I'm still waiting.
Steve

[Keith L]

Most likely what has to be done.  They may be waiting until a run of a particular part or something like that.  If they could fix it quickly they would.  No reason not to.

[S.B.]

Not what they told me. My gun is to be reblued and then the barrel I sent fitted to it.
Steve

[Keith L]

OK.  Then they know that it will be good for business to jack with you.

[S.B.]

Keith, have you ever dealt with S&W before?
Steve

[Keith L]

Of course.  Andthey were like any other business:  they did what was appropriate to take care of the customer.  You can't stay in business as long as they have by treating the public badly. 

[myronman3]

well, i am nobody.    so that cant be it.   
 
  the cylinder was binding on the frame.  they fixed it, and reblued the spot it was wearing through

[S.B.]

i got mine back yesterday.  from the day it left, to the day it was back in my possesion, 14 days on the nuts.     
   the cylinder would catch on the frame lug and bind the gun up if you didnt pay close attention while loading/unloading.   
   they fixed the problem and refinished the area that the finish rubbed off of.    OUTSTANDING service. 

Last time I talked to anyone from S&W, I asked about this particular situation and was told it COULD NOT happen? He said they work on returned guns in the order they come in.
Steve

[sk330lc]

i got mine back yesterday.  from the day it left, to the day it was back in my possesion, 14 days on the nuts.     
   the cylinder would catch on the frame lug and bind the gun up if you didnt pay close attention while loading/unloading.   
   they fixed the problem and refinished the area that the finish rubbed off of.    OUTSTANDING service. 

Last time I talked to anyone from S&W, I asked about this particular situation and was told it COULD NOT happen? He said they work on returned guns in the order they come in.
Steve

Did you just send it or did you contact them first for a quote?  Did they send you a box to return it? this sounds like custom shop work.  their custom shop is backed up like everything in the gun world. btw  when you call you get more bee's with honey than crap.

[S.B.]

sk330lc, most of what you ask has been already posted. I don't know what your connection is to S&W or if any but, your statements don't speak very highly of S&W custom shop? If the truely do get tractor trailor loads in every day for repair, they must be doing something wrong, wouldn't you say? Not my opinion of them but, your statement suggests this to me. As far as I know my gun is in for repairs, just like anyone elses. I think you're erroneous in assuming I have been rude any time I've contacted S&W, I've always been polite in my contacts?
Steve

[sk330lc]

sk330lc, most of what you ask has been already posted. I don't know what your connection is to S&W or if any but, your statements don't speak very highly of S&W custom shop? If the truely do get tractor trailor loads in every day for repair, they must be doing something wrong, wouldn't you say? Not my opinion of them but, your statement suggests this to me. As far as I know my gun is in for repairs, just like anyone elses. I think you're erroneous in assuming I have been rude any time I've contacted S&W, I've always been polite in my contacts?
Steve

First off I have no connection to Smith & Wesson. Second I'm not down talking them. They have treated me superbly every time I have had to deal with them. Third I was saying the work you are having done sounds like custom shop work. if so, I'm sure they have a very long back log of work. With the start of the rush that started back at the end of the year of 2012. it makes sense to me you may have a longer wait time with the custom shop over warranty work.  I could be strongly mistaken. Fourth  as far as skill trades people finding a good gun smith is hard to do anymore. training new Gun techs, takes time as well. Fifth I know people that get lippy while talking to customer services and it never helps (most times anyhow). I wasn't suggest that you were being rude of other wise. please don't see it as so. was just putting that out there that honey is always better.  Hope this clears up my sloppy post. best regards and hope you get your pistol soon.

[mcwoodduck]

They were pretty quick getting my M29 back to me, once i told them to do the work and that I would pay for the warranty work.  I guess it depends on what he wants done.  I was told that my life time warranty was not life time as my 1980's M29 was too old,