Quite unhappy w/ S&W Customer Service

IntenseImage · August 1st, 2012, 10:41 AM

Copy of the letter sent today

Quote:

To whom it may concern,

I purchased a M&P 9mm on July 14th from my local gun store. Everything about the handgun I was pleased with -- until my 3rd day of ownership. When I picked the handgun up that morning, I noticed that the front night sight had gone out. Knowing the nature of night sights, I knew it was something that could not be controlled, but was unhappy this happened so quickly on a gun that was only in my possession for 3 days. I proceeded to go online and request the return shipping label. The label came quickly and prior to shipping, I contacted Customer Service to inquire if I should send the entire handgun or simply the slide for sight replacement. After speaking with the Customer Service Rep, I packed up the firearm and shipped on July 23rd from my local FedEx location. The firearm arrived at Smith & Wesson on July 25th. Today my wife called to get a status update and to see how the return is handled - basically asking if we will be provided any tracking information so we can be home to accept the package -- here is where my complete dissatisfaction has started.

The rep that she spoke with informed us that Smith and Wesson will be closed from July 31st until August 13th! Lovely, so now my stated 2-4 week turn-around time has effectively doubled in length. The rep noted that the company closes every year during this period - almost as if we should have known this already. It is not the customers responsibility to know your vacation schedule. One would think that this would be something noted on your website, told to us during the first phone conversation, or even when noted when filling out the form to receive the return shipping label. In doing so, we could have chosen to either wait on shipping or send it anyway and wait the full time. Seeing as how a non-glowing dot does not affect the operation of the firearm, I could have retained this weapon for the protection of my family and use at range (in which I pay to be a member of) until your scheduled shutdown period was over. Instead, I am now left waiting for 2-3 additional weeks that could have been avoided by a simple word of caution.

Due to a simple disregard for a customer, I feel this may be my only -- and last -- Smith and Wesson purchase and I will also be posting this on several major firearm forums for others to see in the hope that I can save others from this troublesome outcome.

Regards,

Brian

dhunley1 · August 1st, 2012, 10:53 AM

Wow, S&W gives their employees vacation time?! How dare them!!!

IntenseImage · August 1st, 2012, 10:54 AM

Its not vacation time its the additional 2-3 weeks that were not disclosed

luke2-2008 · August 1st, 2012, 11:09 AM

Try dealing with glock. Just imagin how much worse it could be if this was on your dime not there's. As long as you get something for nothing I think it's good practice to be thankful.

M&P Freak · August 1st, 2012, 12:14 PM

Sorry to hear about your night sight. However, if I were your CS rep, due to your last paragraph I'd tell you where to shove your pistol. Why try to make you happy now, 'eh? You sure showed them!

Was that too mean? Don't want to offend anyone. Been lots of complaining about that lately.

S&W is the gold standard for customer service. Either wait and get it fixed for free or fix it yourself today and shoot tomorrow. Your choice.

IntenseImage · August 1st, 2012, 12:17 PM

Perhaps an apology during the call and not an "it is what it is".

fj40jay · August 1st, 2012, 12:34 PM

I sent in my 9c for failed front sight also. I sent it in 7-20-12, I got it back 7-31-12.
I think they have great service.

WashMP · August 1st, 2012, 02:32 PM

everytime I have sent a firearm to SW, it has come back in 10 -14 buisness days.On their dime both ways. They close EVERY year at the same time for 2 weeks.

SW is what others should use as a standard for service in the gun industry.

MaddMax · August 1st, 2012, 03:55 PM

Quote:

Originally Posted by IntenseImage

Copy of the letter sent today

And I'm sure they will keep a copy of YOUR letter on file for future CS too.

They do shut down every year at this time....

IntenseImage · August 1st, 2012, 03:59 PM

I guess I should take some mind reading classes so I would have known about the shutdown.

MaddMax · August 1st, 2012, 04:20 PM

Quote:

Originally Posted by IntenseImage

I guess I should take some mind reading classes so I would have known about the shutdown.

If you check there are many manufactures that shut down for inventory this time of year.

Strommsarnac · August 1st, 2012, 05:12 PM

I have to sorta agree with the OP. Until this thread, I would have never known that any large business would completely shutdown for a few weeks, especially not notifying people sending in items for repair.

Not everyone should be expected to just know this. I too think that S&W should have informed him up front.

Now, that said what difference would it have made for the OP? It's not like he could have sent it for repair (free warranty service that is) anywhere else.

Maybe the lesson from this is before purchasing a firearm, find when the repair center is closed and don't buy just before then or shoot within a few weeks of then.

Strommsarnac · August 1st, 2012, 05:13 PM

I have to sorta agree with the OP. Until this thread, I would have never known that any large business would completely shutdown for a few weeks, especially not notifying people sending in items for repair.

Not everyone should be expected to just know this. I too think that S&W should have informed him up front.

Now, that said what difference would it have made for the OP? It's not like he could have sent it for repair (free warranty service that is) anywhere else.

Maybe the lesson from this is before purchasing a firearm, find when the repair center is closed and don't buy just before then or shoot within a few weeks of then.

TOF · August 1st, 2012, 05:21 PM

They told you 2 to 4 weeks. 4 weeks equals 28 days. 1st to 13th equals 13 days. That leaves 15 days in which to accomplish a task taking less than one hour.

My read on what the CS rep was realy stating is they might get it done before shutdown but if not would get it right after shutdown.

Typical turnaround has been 2 weeks for the vast majority of repairs I have heard about.

Patience Grasshoper.

Brian5271 · August 1st, 2012, 05:37 PM

I have to agree somewhat with the OP here. S&W should not have said 2 – 4 weeks knowing they were closing down in that time. Knowing S&W reputation with customer service I would bet that it was a simple oversight on the CS reps part. Perhaps an apology from the CS department would go a long way to help the situation?
BTW: S&W has great customer service, but I would not say they are the “gold standard”. I would have to give that award to Springfield Armory. They truly go above and beyond to make customers happy

jasonuscg · August 1st, 2012, 06:52 PM

I think the OP and I might be related; the resemblance is startling.

ares338 · August 2nd, 2012, 01:51 PM

I have not been the recipient of sterling customer service from S&W either. It's not really a big deal for me as I have many SD pistols but I could understand if I only had one. It seems as though people who were taken good care of immediately think very highly of their CS...LOL! I have always treated S&W reps with respect and politeness but it hasn't always been returned in kind.i am now wsiting on my fourth front Trijicon night sight. I can outlast them I think...har...har! I hope they fix your sight soon for you. I understand how you feel.

KRWeiss · August 2nd, 2012, 02:23 PM

Quote:

Originally Posted by TOF

They told you 2 to 4 weeks. 4 weeks equals 28 days. 1st to 13th equals 13 days. That leaves 15 days in which to accomplish a task taking less than one hour.

My read on what the CS rep was realy stating is they might get it done before shutdown but if not would get it right after shutdown.

Typical turnaround has been 2 weeks for the vast majority of repairs I have heard about.

Patience Grasshoper.

+1

If they weren't going on vacation they would have said 2 weeks, but since they didn't know how long you were planning on holding onto it before shipping they did a little CYA and said 2 to 4 weeks. They did the OP a favor by giving him more information and he's disrespecting them for it.

IntenseImage · August 2nd, 2012, 05:37 PM

Hold up ... they stated first 2-4 weeks meaning at the latest around Aug 15th. As per my last call w them they said the 2-4 week wait won't start now until the 13th. That is a drastic difference that could put me out until Sept. If they had told me that originally fine ... but they didn't and I sent the gun in expecting a much shorter down time

luke2-2008 · August 2nd, 2012, 05:50 PM

I would be OD ticked they were fixing it for free.

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August 1st, 2012, 10:53 AM	#2
dhunley1 Senior Member Join Date: Aug 2010 Location: Michigan Posts: 1,370	Wow, S&W gives their employees vacation time?! How dare them!!!

August 1st, 2012, 10:54 AM	#3
IntenseImage Junior Member Join Date: Jul 2012 Location: United States Posts: 27	Its not vacation time its the additional 2-3 weeks that were not disclosed

August 1st, 2012, 11:09 AM	#4
luke2-2008 Site Staff Join Date: Jun 2008 Location: Somerset, Ky Posts: 2,569	Try dealing with glock. Just imagin how much worse it could be if this was on your dime not there's. As long as you get something for nothing I think it's good practice to be thankful.

August 1st, 2012, 12:14 PM	#5
M&P Freak Senior Member Join Date: May 2012 Location: Oregon Posts: 667	Sorry to hear about your night sight. However, if I were your CS rep, due to your last paragraph I'd tell you where to shove your pistol. Why try to make you happy now, 'eh? You sure showed them! Was that too mean? Don't want to offend anyone. Been lots of complaining about that lately. S&W is the gold standard for customer service. Either wait and get it fixed for free or fix it yourself today and shoot tomorrow. Your choice.

August 1st, 2012, 12:17 PM	#6
IntenseImage Junior Member Join Date: Jul 2012 Location: United States Posts: 27	Perhaps an apology during the call and not an "it is what it is".

August 1st, 2012, 12:34 PM	#7
fj40jay Junior Member Join Date: Jul 2012 Location: Albq, NM Posts: 12	I sent in my 9c for failed front sight also. I sent it in 7-20-12, I got it back 7-31-12. I think they have great service.

August 1st, 2012, 02:32 PM	#8
WashMP Member Join Date: Sep 2007 Posts: 498	everytime I have sent a firearm to SW, it has come back in 10 -14 buisness days.On their dime both ways. They close EVERY year at the same time for 2 weeks. SW is what others should use as a standard for service in the gun industry.

August 1st, 2012, 03:59 PM	#10
IntenseImage Junior Member Join Date: Jul 2012 Location: United States Posts: 27	I guess I should take some mind reading classes so I would have known about the shutdown.

August 1st, 2012, 05:12 PM	#12
Strommsarnac Member Join Date: Jan 2012 Posts: 92	I have to sorta agree with the OP. Until this thread, I would have never known that any large business would completely shutdown for a few weeks, especially not notifying people sending in items for repair. Not everyone should be expected to just know this. I too think that S&W should have informed him up front. Now, that said what difference would it have made for the OP? It's not like he could have sent it for repair (free warranty service that is) anywhere else. Maybe the lesson from this is before purchasing a firearm, find when the repair center is closed and don't buy just before then or shoot within a few weeks of then.

August 1st, 2012, 05:13 PM	#13
Strommsarnac Member Join Date: Jan 2012 Posts: 92	I have to sorta agree with the OP. Until this thread, I would have never known that any large business would completely shutdown for a few weeks, especially not notifying people sending in items for repair. Not everyone should be expected to just know this. I too think that S&W should have informed him up front. Now, that said what difference would it have made for the OP? It's not like he could have sent it for repair (free warranty service that is) anywhere else. Maybe the lesson from this is before purchasing a firearm, find when the repair center is closed and don't buy just before then or shoot within a few weeks of then.

August 1st, 2012, 05:21 PM	#14
TOF Senior Member Join Date: Dec 2006 Location: Northern Arizona Posts: 2,919	They told you 2 to 4 weeks. 4 weeks equals 28 days. 1st to 13th equals 13 days. That leaves 15 days in which to accomplish a task taking less than one hour. My read on what the CS rep was realy stating is they might get it done before shutdown but if not would get it right after shutdown. Typical turnaround has been 2 weeks for the vast majority of repairs I have heard about. Patience Grasshoper.

August 1st, 2012, 05:37 PM	#15
Brian5271 Member Join Date: Dec 2010 Location: Torrance, CA Posts: 129	I have to agree somewhat with the OP here. S&W should not have said 2 – 4 weeks knowing they were closing down in that time. Knowing S&W reputation with customer service I would bet that it was a simple oversight on the CS reps part. Perhaps an apology from the CS department would go a long way to help the situation? BTW: S&W has great customer service, but I would not say they are the “gold standard”. I would have to give that award to Springfield Armory. They truly go above and beyond to make customers happy

August 1st, 2012, 06:52 PM	#16
jasonuscg Senior Member Join Date: Dec 2009 Location: Salish Sea Posts: 3,338	I think the OP and I might be related; the resemblance is startling.

August 2nd, 2012, 01:51 PM	#17
ares338 Junior Member Join Date: Apr 2012 Posts: 19	I have not been the recipient of sterling customer service from S&W either. It's not really a big deal for me as I have many SD pistols but I could understand if I only had one. It seems as though people who were taken good care of immediately think very highly of their CS...LOL! I have always treated S&W reps with respect and politeness but it hasn't always been returned in kind.i am now wsiting on my fourth front Trijicon night sight. I can outlast them I think...har...har! I hope they fix your sight soon for you. I understand how you feel.

August 2nd, 2012, 05:37 PM	#19
IntenseImage Junior Member Join Date: Jul 2012 Location: United States Posts: 27	Hold up ... they stated first 2-4 weeks meaning at the latest around Aug 15th. As per my last call w them they said the 2-4 week wait won't start now until the 13th. That is a drastic difference that could put me out until Sept. If they had told me that originally fine ... but they didn't and I sent the gun in expecting a much shorter down time

August 2nd, 2012, 05:50 PM	#20
luke2-2008 Site Staff Join Date: Jun 2008 Location: Somerset, Ky Posts: 2,569	I would be OD ticked they were fixing it for free.