Smith and Wesson customer service

[nolongcolt]

My avatar pic is a model 26-1 Georgia State Patrol Comm .45 Colt with 5" tapered barrel recently purchased after a long search for an affordable sample. I love this gun, it looks and shoots great. But I noticed the need to have the rear sight cranked way over left to get close to zero on target. Looking closely I could see the barrel had been turned in too far and the sight lean was obvious when I looked closely, after the dreamy haze that had been covering my eyes since the purchase had finally melted away. So wanting to keep this Smith, I emailed them and was promptly sent a return label for sending it back for repair and was told about 6 weeks turnaround. Nothing was mentioned in the initial correspondence about charges. Several weeks go by and I get word that its in the system and would be updated later. Cool. Then nothing and now at about 6 weeks. I then get an email outlining the work to be performed and the charges which amount to $148 dollars including the return freight. Well, not happy but OK, sent them a check. Check was cashed, more time goes by. Emailed them at about 8 weeks, next thing I hear its on the way finally. I asked about the charges and was told it was just past the unconditional warranty period and not being the original purchaser, I was liable for the bill. Oh well I guess. It came while I was out of town for a couple of days, had my boy stay at the house so as to accept the delivery. I don't think its unreasonable to charge for the work, given the gun was made in the 1980's, but its hard to figure how it left Smith with the barrel turned in too far. I suppose that could have happened after they shipped it but it seems unlikely. Seems like something they would be happy to take care of. I related to CS my experience in a similar situation with a Walther PPK/S that had its drop safety fail on me. I was not the original purchaser of it either and its of similar vintage. Walther also sent a shipping label, but beyond that, they fixed the gun for nothing and returned it on their dime as well. That's customer service. CS at Smith was not impressed with the story and thanked me for using Smith and Wesson repair services. Is there a point to this? Not really, take from it what you will. Just getting it off my chest I guess.

[JSilva]

That’s strange.
I sent a used 620 to smith about a year ago because the recoil shield bushing has nearly been blasted through by the previous owner. Had no charge for that and it was clearly a user induced issue.
Maybe a new policy? Or you got unlucky with the CS rep?

[kooz]

Yea, their customer service sucks , I had a bad experience with them last year. When I got my gun back , it still had to go to a custom smith to get sorted out as they were not capable at the factory to get it done . It is a real shame what some of these companies have become , my understanding is that Colt is even worse .

[nolongcolt]

I recently tried to contact Colts and was completely unable to do so! Wanted to ask about a front sight for a 1911, never could get past the machine. Even wrote them a goldanged paper letter, no reply!

[azshaun]

You mean Taurus isn’t the only firearms manufacturer that can have customer service issues? No way!

[oddshooter]

I must have been real lucky with S&W.

A half dozen different times in the last 5 years, I have gotten shipping labels and no charge service. The turn around time was two weeks. I was never the original owner and several were over 30 years old.

I usually start with how many smiths I have and love; and what a loyal customer I am. I say how surprised I was that this piece needed help, smiths are so reliable. I never demand anything, but I usually try to get the CS rep to WANT to help me.  Jedi mind trick.

Maybe I have just been lucky with S&W CS.  My luck with the legendary Ruger customer service has however made up the difference.   The three occasions I have tried were total failures.  

So who can say.  I think I'm down with "luck of the draw".


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[450ak]

Sent my model 27-2 back as the cylinder gap was huge. They sent a letter after several months explaining the cost. Sent a check and received my sixgun back in three months. I asked for a cylinder gap of three to five thousands. It will not quite take a three thousands feeler gauge.
I'm happy with the work and turnaround time.

[nolongcolt]

Follow up to this. Got it to the range today and shot my best groups yet with it. It was right on for windage for me, didn't touch it, ele was a tad high and still is I guess and rear sight about bottomed out but its fine this way. Shooting offhand at 17 yards was able to put 10 rounds into a 3 inch circle with 8.5grs of Unique and a 250 XTP. This bullet and gun get along very well together, 231 is about as good. For sure after looking for years for this model, as good as it shoots, its one I don't intend to let get away.

[mike454]

Good deal! such a great gun. stinks that you had to but a bit more work into it, but well worth it for such a unique piece. My 26-1 is one of my favorite modern S&Ws along with my Colt and ACP mountain guns and my 5" full lug 45 Colt.

[nolongcolt]

Thanks Mike, it really is a neat model of Smith. Love 5 inch barrels and have a pre 27 with one as well. Now if I could just find a 5" 24 Smith.

[jfs]

Jul 22, 2018 10:40:18 GMT -5 oddshooter said:

I must have been real lucky with S&W.

A half dozen different times in the last 5 years, I have gotten shipping labels and no charge service. The turn around time was two weeks. I was never the original owner and several were over 30 years old.

I usually start with how many smiths I have and love; and what a loyal customer I am. I say how surprised I was that this piece needed help, smiths are so reliable. I never demand anything, but I usually try to get the CS rep to WANT to help me.  

Maybe I have just been lucky with S&W CS. 


Prescut

I`ve done exactly as you in telling the phone rep how many S&W`s I own and how their customer service ALWAYS took care of me and so far never had a problem..... I honestly think they pull up your service record while talking with you to see how far you go back

[nolongcolt]

Well if that's true, then its outrageous and offensive that they would give such unequal treatment to customers.