S&W Warranty Service

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rodfac

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I bought my wife a new S&W 637 .38 Special Airweight about two weeks ago for CCW. After firing about 25 rounds of standard .38 Special ammunition through it, the cylinder would no longer advance to the 5th chamber. I could see no burrs, or other signs of damage so I called S&W Service to get some help.

They sent me a FEDEX shipping label, and I packed it up using a FEDEX Med. Box...two day delivery to Springfield...I got a letter back advising me of their receipt of the gun.

The gun was returned to me today, after a grand total of six (6) days. S&W had replaced the cylinder, hand, and trigger but no explanation was included regarding the original problem.

Great service, I'd say...and if anything, the action is smoother now from what I found new out of the box. Should it have been right to begin with...yep...but S&W, and especially their service dept. was right on the ball.

Regards, Rodfac...BTW, sighting it in this afternoon, I had three 5 shot gps of 1-1/2" at 15 yds, with Federal's +P 129 gr Hydro Shock rounds; shooting double action after installing a set of Crimson Trace grips....150 gr BBSWC do nearly as well...they're our practice rounds and not +P.
 
S&W's customer service has never let me down. Always superb.

Also: I sent a letter to the CEO outlining my problem. A week after putting it in the mail I got a call that said "Michael (CEO) asked me to take care of this, give me a call back" and magic happened.

I wish all gun companies ran this way.
 
Wow lucky you. I sent them my 2 non-functional brand new piston AR's and they never sent me anything saying they received them, and have given me a total run-around on the phone. They haven't answered my Email, and they've had my guns for several weeks. I hope they just buy the cursed things back from me, but I never have that kind of luck. Glad your experience with them was positive. In my experience KelTec, Ruger, and others are light years ahead of SW in terms of CS. Just my 2cents.
 
I bought one of the new Bodyguard 38 revolvers and was not able to adjust the Laser. I called S&W and they sent me a shipping label for FedEx, who picked it up at my house. 8 days later it was returned to me by FedEx and the problem was fixed. Can't ask for better service than that.
 
Zomb..and Going...sounds like a mixed bag as far as service goes....for a number of years I was off S&W due to their political BS but have since bought two with good results. Gotta admit tho, the old days of high grade polish, pinned barrels and recessed chambers are my preference....but can't complain about their response on this problem...Rod
 
I've always had good experiences with S&W CS. I bought a 1076 used with a non-functioning decocker. That particular model was long out of production and I was not the original owner. Nevertheless, I sent it to S&W who not only fixed the decocker issue for free, but also replaced the rather beat up grips with a brand new set for free. I also had a broken firing pin on my 629. One call to S&W and they sent me a prepaid shipping label. Total time from shipping the gun until it was back at my doorstep was less than two weeks.
 
My only experience with S&W CS (after owning nearly 20 S&Ws) was the purchase of a used 396 .44 Spl alloy frame, titanium cylinder revolver.

The previous owner had used some sort of harsh chemical and a silver-dollar sized chunk of the finish was removed. I got it for a decent price, it shot well but looked like Hell.

Hurt to look at the poor abused thing. I contacted S&W, told them that I had bought it used and that the P.O. had damaged the finish; they asked me to send it in and they'd have a look. I sent it in, waited a week, and called back to find out how much it was going to cost me.

They said it was on the way back. It arrived next day, completely re-finished, free of charge.

Pretty hard to complain about that. :)
 
Years ago (1988?), I bought a new S&W model 29 nickle plated revolver from Buds. On its first range trip, after 24 shots, all the nickle plating around the crane, forcing cone, and front of the cylinder had come off. Bud sent it back to S&W and I enclosed a letter asking about the price of some woo, finger groove, target grips. 2 weeks later I had my gun back and it had the best nickle finish I've ever seen on a gun. They also enclosed a set of grips, free of charge. They stood behind their product 100% and a little more.
 
That's great to hear, but I have a new limited (627 V-Comp two tone)production model to send back for a refinishing (Paint), That might take some serious time, I'll get back to you how it works out.
 
This is the first thread I have read, on any website, that uniformly declares that S&W customer service is outstanding. From personal experience, I completely agree. Bravo Zulu Smith&Wesson.

Cordially, Jack
 
I bought a S&W 500 PC. After a little more than 3200 rounds it locked up. I took it back to my FFL and we called S&W and told them I had about 3200 rounds fired from the gun. They said to ship it back at their expense. Nine business days later my FFL called saying the gun was in his shop waiting on me to pick it up. S&W had took the barrel and grips off and put them on a new gun stamped the correct SN on it and sent it back. You can't beat that. There should have been some kind of charge for wearing the thing out. I have since bought a 44 mag PC. I like S&W wheel guns and will buy more.
 
Another agree.

I recently sent my Model 36 to Smith for a refinish job. I changed my mind about the type of finish and some other requests I had on the tag attached to my pistol. I called a customer service person about my change request. They then went on their lunch time to the building where my pistol, and several hundred other pistols were waiting finish service. They found my pistol and changed the notes on my tag. The pistol came back with the changes I requested.

Great service!
 
i had a GREAT experience last S&W i owned

My first pistol was a very used a39-2 single stack 9mm. After the 4 to 6 shot, i would get a soft hit and have to re cock and hit the primer again to get the round down range. the issue turned out to be the PO had taken the weapon apart and lost the safety retention spring and pi on the slide,causing it to go into half safe.

i called s&w and asked if i could order the parts.. the rep jokingly said no, but he would like to send em to me free of charge, because no one should own a weapon that they don't know if it will go boom every time. it took a while being that they were old out of production parts, but an envelope came with the tiny pin and spring assembly.

A++ on their part...i will own more s&ws in the future
 
I have heard of several cases where S&W didn't disclose the exact malfunction or work done. They just fix it very quickly & very right! Mistakes happen! How you chose to handle them builds your reputation! Congrats on all the success stories!!
 
I sent a gun back to S&W, but had to wait 30 days to get it back. The problem was that instead of using the shipping label they sent me via e-mail, I took it back to the store where I purchased it because they told me to do that when I bought it. I don't think they sent it in right away, because I didn't receive any confirmation about S&W receiving it. I have no clue when it was actually mailed, or when S&W sent it back out to Pro Bass...Oops, I mean the retailer.:rolleyes:

Next time I will send it in my self!!!!
 
Nice to see great examples of customer service. Sorry you had the problem with your 637 but now that it's fixed, I think you'll really enjoy the gun.
 
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