Smith and Wesson service

[branchbuster]

I have a S&W 22a and the upper retaining lug came loose, I sent an Email to S&W months ago and still haven't heard anything from them. Is this normal?

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[PuddleMonkey]

I had to send a S&W gun back for a recall about 4 or 5 years ago, the woman on the phone was quite rude. That was my only experience with them though.

 

[GERBROCK]

Sounds like everyone, I E-Mailed Mossberg 2 times in that last 2 months and no response at all !!!

 

[iamme]

Ever try calling?

 

[taroman]

Go online and you can print this <broken link removed> to FEDEX it in on their dime.

 

[SynapticSilence]

Yep. The Warranty Return Form is the proper tool and can be submitted online. Just bought a new 686 Plus Pro that went into total cylinder lockup on me the first time I shot it. Argh! So I filled out the form online, submitted it, and, as promised, got an email response within 3 business days with shipping label and shipping paid both ways paid by S&W. Then yesterday, maybe a week after it got to S&W, I got a call on my cell from the gunsmith working on it saying the frame was out of specs and that they're sending me a new gun as a replacement. He apologized very sincerely for me having such a bad experience and said it should have never left the factory like it was. I'm not happy that I paid that much for a faulty highly touted revolver, but because of that repair and customer service experience I'd buy another Smith in a heartbeat. Just have to follow the right path to get your repair request to the right people there, ie the Warranty Repair Form.

 

[kizler]

My experience with S&W has been the opposite of many in this thread, and I suspect that there are many many others like me.

I've had a few different things sent back to S&W for repair. Their people can be a little curt, but they answer the questions, confirm the issue, and then they take GREAT care of things. Warranty- which is lifetime BTW- is fast and FREE. They pay for 2-day Fedex freight to them, and same back. They fix things right, the first time, and they even once included about $50 worth of legit goodies as an apology for the inconvenience.

Compare this to Glock: Same great service, frankly- but they- wait for it- make you pay for overnight air to them. I sent a pistol once- one pistol, not a dozen- and it cost at the UPS Center- not the UPS Store- wait for it- $92!!! So, I had to pay $92 that S&W would never have charged me. And I bet I don't get any nice legit free stuff, either.

Now, at least S&W and Glock will fix things. I've been told- by numerous folks- that its good Colt's don't break often. Because they don't do warranty work in anything approaching a realistic timeline.

But, regarding S&W- I actually see their warranty department as a REASON to buy from them again.

YMMV, of course.

 

[branchbuster]

I resent them the email from Dec 15 2012. I got an auto-confirm and a statement that I should hear from them in 3 business days. We will see. Thank you.

 

[jb11]

The only manufacturer I have had to deal with was Beretta.They were great and even the ups driver picked it up at my front door,had it back in 4 day's.As far as smith I have heard good things and bad things about their customer service.

 

[Awmish]

Right now with all of the things going it's best to read what it says to do in the manaul for warranty work, most times. I own a Victory and it's the sweetest revolver of them all. It's about 60 years old, but works like it is fresh from the factory. Now that's quality and it makes me a want to get a R8 from them.