Quite unhappy w/ S&W Customer Service

txbirddog · August 5th, 2012, 06:06 PM

So, Mr. CS rep, "If I get this to you on XX, 2012, what day should I expect it back". If you want exactness, why not ask EXACT questions?????

Is it always someone else's fault?? Sounds like a politician, It's not me, it's them.....

jasonuscg · August 5th, 2012, 08:48 PM

Quote:

Originally Posted by txbirddog

So, Mr. CS rep, "If I get this to you on XX, 2012, what day should I expect it back". If you want exactness, why not ask EXACT questions?????

Asking a rep about an exact turn around time seems silly to me.

MaddMax · August 6th, 2012, 01:30 PM

Quote:

Originally Posted by IntenseImage

Exactly

It would be no different if called your car dealership and asked if they could do an alignment in the morning. They said sure, drop it off and pick it up after work. So you went, dropped it off, and came back after work to find them on a weeks vacation with no way to get your car. Im sure you wouldnt be too pleased.

You are mixing apples and horse sht.

MaddMax · August 6th, 2012, 01:34 PM

Quote:

Originally Posted by jasonuscg

Had it been myself, I would have requested to place an order a replacement for a broken front sight. If they asked me to send in my firearm for service I would have told them I could change it myself. The last thing I would ask is for them to "fix" it for me.

No matter what a rep did or didn't say, doesn't give one a license to be a jackass. Don't bring that anger here. Trying to incite us, that certainly won't gain our respect.

KRWeiss · August 7th, 2012, 12:44 AM

Quote:

Originally Posted by IntenseImage

It would be no different if called your car dealership and asked if they could do an alignment in the morning. They said sure, drop it off and pick it up after work. So you went, dropped it off, and came back at lunchtime to find out that they're at lunch with no way to get your car. Im sure you wouldnt be too pleased.

(Helped you out with your story, made it a closer comparison.)

A rational person would wait to complain until the agreed upon time had expired.

bh4mr1ck · August 7th, 2012, 05:10 AM

Were you not given the option of just having the front sight shipped to you for install yourself? I had my white dot just fall out on my FS M&P after 2 range trips. I called to inquire about the best paint to use to replace it, as I was going to paint it myself. They told me what paint to use, but also gave me the option of sending the slide in for replacement sight, or mailing a front sight out to me. I chose to have them mail the sight to me and it arrived in 3 days. Did I install it? No, I have it sitting in my extra parts bin, and I painted the front dot as I was planning to originally. They went above and beyond my expectations, and have earned a repeat customer for doing so.

Having been in sales/CS for most of my career, I can certainly see your point that they should have told you that the 2-4 weeks included a shutdown for inventory, and that they may not get to your replacement until after that shutdown. HOWEVER, I don't see how this 1 incident can make you feel like you will not own another product made by S&W, and that you will post your experience to "several major firearms forums."

It seems that there are more good experiences with S&W customer service than bad, and maybe you got a CS Rep who was having a bad day and forgot to tell you up front about the closing. Just my $.02.

MindBeyondAverage · August 7th, 2012, 09:51 AM

I don't understand what all of the fuss is about. Why don't you just hop in the time machine that the M&P came with, go back to that day, and tell yourself that they will be on vacation. Don't tell me: The CS rep also failed to inform you that you don't need to send the time machine in too?..

Now your screwed.

M_LaPaglia · August 7th, 2012, 06:27 PM

The OP has a point. He may not have expressed it the way some people would like but he should have been told they were going to be closed. Not everyone handles situations like this the same way. The bottom line is no matter how the OP reacted to the situation S&W should have told him there would be a delay.

On the side of Mental Health its not worth getting that upset about it. But not everyone handles things the same way.

jasonuscg · August 7th, 2012, 09:39 PM

Quote:

Originally Posted by M_LaPaglia

On the side of Mental Health its not worth getting that upset about it. But not everyone handles things the same way.

You are right, the OP needs spanking.

August 7th, 2012, 05:10 AM	#46
bh4mr1ck Junior Member Join Date: May 2012 Posts: 4	*Were you not given the option of just having the front sight shipped to you for install yourself?* I had my white dot just fall out on my FS M&P after 2 range trips. I called to inquire about the best paint to use to replace it, as I was going to paint it myself. They told me what paint to use, but also gave me the option of sending the slide in for replacement sight, or mailing a front sight out to me. I chose to have them mail the sight to me and it arrived in 3 days. Did I install it? No, I have it sitting in my extra parts bin, and I painted the front dot as I was planning to originally. They went above and beyond my expectations, and have earned a repeat customer for doing so. Having been in sales/CS for most of my career, I can certainly see your point that they should have told you that the 2-4 weeks included a shutdown for inventory, and that they may not get to your replacement until after that shutdown. HOWEVER, I don't see how this 1 incident can make you feel like you will not own another product made by S&W, and that you will post your experience to "several major firearms forums." It seems that there are more good experiences with S&W customer service than bad, and maybe you got a CS Rep who was having a bad day and forgot to tell you up front about the closing. Just my $.02. Last edited by bh4mr1ck; August 7th, 2012 at 05:16 AM.

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August 5th, 2012, 06:06 PM	#41
txbirddog Member Join Date: Apr 2009 Location: Texas Posts: 72	So, Mr. CS rep, "If I get this to you on XX, 2012, what day should I expect it back". If you want exactness, why not ask EXACT questions????? Is it always someone else's fault?? Sounds like a politician, It's not me, it's them.....

August 7th, 2012, 09:51 AM	#47
MindBeyondAverage Member Join Date: Jun 2012 Location: Texas Posts: 68	I don't understand what all of the fuss is about. Why don't you just hop in the time machine that the M&P came with, go back to that day, and tell yourself that they will be on vacation. Don't tell me: The CS rep also failed to inform you that you don't need to send the time machine in too?.. Now your screwed.

August 7th, 2012, 06:27 PM	#48
M_LaPaglia Junior Member Join Date: May 2012 Posts: 8	The OP has a point. He may not have expressed it the way some people would like but he should have been told they were going to be closed. Not everyone handles situations like this the same way. The bottom line is no matter how the OP reacted to the situation S&W should have told him there would be a delay. On the side of Mental Health its not worth getting that upset about it. But not everyone handles things the same way.