Kudos to Smith & Wesson

[richc]

I have an older S&W 41 and the recoil spring seems to have lost it's ability to return to battery.

Called them to see about getting a new recoil spring, and they are sending one out... no charge. He did not even ask for the serial number of the handgun.

Now that is amazing service!

 

[Sir_Macadoo]

I still havnt gotten my two M&P mags from the promotion OVER A YEAR AGO. I call quarterly, and get told they dont have any...

 

[Bulldog87]

They similarly sent me a new guide rod for my Sigma, just basically asked for my address and I had it in a week. I was happy with that service. But I am not happy with the fact that a guide rod broke on a gun with only 250 rounds through it when I rely on the gun for self defense.

 

[MJM]

they sent me three finger extension mag base plates and three backstrap removal tools free. all i did was ask if they sold them. great customer service always from them.

 

[Moderator]

They similarly sent me a new guide rod for my Sigma, just basically asked for my address and I had it in a week. I was happy with that service. But I am not happy with the fact that a guide rod broke on a gun with only 250 rounds through it when I rely on the gun for self defense.

I'd be pissed also. But, when you buy a $300 gun..... you get a $300 gun. The Sigma series is a great gun for those who have very little money and are skeptical about buying preowned guns. If you "rely" on this gun for self defense I would seriously think about getting something more reliable.

 

[Bulldog87]

I have actually bought another gun just because this happened. I actually paid $400 for it, which I realized after the fact was not the best price (it was my first gun). But either way its not excusable. If I buy a cheaper gun I can understand it shooting less accurately, or perhaps maybe it jams more and doesn't like certain type of ammo. But when it says "Smith & Wesson" on it that should mean something, and internal parts should not spontaneously snap after little use.

 

[richc]

I still havnt gotten my two M&P mags from the promotion OVER A YEAR AGO. I call quarterly, and get told they dont have any...

You are more patient that I am. When you walk into Four Seasons or First Defense Firearms do they have these handguns for sale? That means they are making magazines, and prioritizing new handgun sales over promotional obligations.

Even worse... do they have these magazines available for sale independently of the handguns at the dealer? If so they have decided to improve their sales over satisfying loyal customers whose money they already have.

I'd reach out to the president of Smith & Wesson. Appeal to his/her sensibilities. How is it they have plenty of magazines to include with new pistols for sale, but have not been able to spare a single one to fulfill their obligation to you?

No doubt this is dead wrong, and the highest levels of the company need to hear they are doing damage to their reputation.

Good luck,

Rich

 

[Sir_Macadoo]

good advice, I greatly appreciate it. I will see if I can get it straightened out.

 

[drgrant]

I have actually bought another gun just because this happened. I actually paid $400 for it, which I realized after the fact was not the best price (it was my first gun). But either way its not excusable. If I buy a cheaper gun I can understand it shooting less accurately, or perhaps maybe it jams more and doesn't like certain type of ammo. But when it says "Smith & Wesson" on it that should mean something, and internal parts should not spontaneously snap after little use.

It's still a sigma. Further, every manufacturer makes lemons once in awhile. I wouldn't have gotten too concerned unless you kept breaking guide rods.

This is why I always tell people to test the snot out of any gun they are going to use for self defense. It gets "infant mortality" problems to expose themselves more readily.

-Mike

 

[drgrant]

You are more patient that I am. When you walk into Four Seasons or First Defense Firearms do they have these handguns for sale? That means they are making magazines, and prioritizing new handgun sales over promotional obligations.

Even worse... do they have these magazines available for sale independently of the handguns at the dealer? If so they have decided to improve their sales over satisfying loyal customers whose money they already have.

I'd reach out to the president of Smith & Wesson. Appeal to his/her sensibilities. How is it they have plenty of magazines to include with new pistols for sale, but have not been able to spare a single one to fulfill their obligation to you?

No doubt this is dead wrong, and the highest levels of the company need to hear they are doing damage to their reputation.

Good luck,

Rich

It is wrong but this is also the fundamental reason why I don't get all excited about rebates. They always take 100 years, unless it's in-store. The promo crap the companies throw at you should not EVER be considered part of the purchasing decision.

-Mike

 

[Jbarila]

I got my magazines in 3 weeks but buying a model 642 I'm still waiting for my $50 rebate after 6 weeks.

 

[TheRoland]

Even worse... do they have these magazines available for sale independently of the handguns at the dealer?

It took Smith six months to fill my full-price (not super high volume) magazine order. I was not a happy camper. I swore to never again buy S&W stuff.

But then they made more stuff a wanted, so that didn't last.

 

[Sir_Macadoo]

Hi all - quick update on my load up promotional magazine situation. Under the advice of Richc I emailed S&W this time. They came back with some questions to verify my promotional submission - and so I provide copies of the dated recepit, and my submission confirmation from online. I do save these things, most of the time. The rep I was emailing back and forth with said the information I provided was perfect and he would take care of it - see a copy of his email:

XXXXXXXX,

The added information you scanned was helpful.

I can’t locate tracking information so I’m taking care of this directly.

Watch your mail box.

Regards, XXXXX
1-800-331-0852 Ext. XXX

Low and behold, 3 days later - tonight - I came home to an unmarked padded envelope in my mail slot with two shiny new M&P9 10round magazine inside. I remain a faithful S&W fan - excellent service. That and I can get pretty much any S&W gun here in Mass.

In the words of Sublime:
All of the DJs surely have taken a lesson. Start talkin' trash and I'll come with my Smith and Wesson...

 

[Garys]

A while back I called about buying a couple of curved base plates for my M&P 9c magazines. They were on back order, but the guy I talked to took my information and promised to send them out when they became available. A few weeks later a package showed up with a couple of base plates, but they were the wrong ones. I called again and another person informed me that the MA compliant 10 round mags used a unique base plate. Apparently that has something to do with their being MA compliant magazines. Anyway, he told me that he would send out the right ones and not to bother sending the wrong ones back. Pretty good customer service, IMHO. I've also been on NES tours of the factory where people have dropped their firearms off in the AM for service. Each time they were told "no guarantees that it would be ready when we left", yet each time it was done when we were readiy to leave.

 

[drumenigma]

I had been trying to get a replacement floorplate catch for a while for my S+W made P99 magazine. The original floorplate gave out and the catch went off somewhere I couldn't find it. They kept sending me the wrong catch over a 10 month period give or take a month. I ended up just taking a dremel to one they sent to me to fit to the MA compliant mags. The floorplate catch in the MA mags are substantially different from the 12 round mags found out of state. I just don't get how they could keep sending me the wrong one.