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My Smith and Wesson customer service experience.
I purchased a 432 Ultimate Carry. Immediately had problems - light hammer strikes about every 6 rounds, and the cylinder chambers were not correctly sized to allow the rounds to drop all the way in. No big deal, things happen. I began emailing Smith and Wesson in April. After 3 unreturned emails, I finally got someone on the phone, and received a return authorization to have it looked at. The guy I spoke with said that their email system “doesn’t receive emails from Gmail” Setting aside the fact that they weren't concerned about not being able to receive emails from the world’s largest email provider, I sent the gun back to them.
About 6 weeks after sending it back, I received the following information:
“The evaluation performed by our gunsmiths has determined that your firearm is unrepairable and has deemed this a warranty issue, making you eligible for a replacement firearm.” Great, no problem, these things happen, seems like they want to make it right…
I provided my FFL information for the replacement, and waited. And waited. And waited. Since that email I have made three requests seeking any kind of update, estimated shipping date, etc. No reply received, not even a simple reply to acknowledge receipt. Nothing. I’ve tried calling, no response.
Needless to say, I’m not at all happy with thee service. At this point, I have no idea if they are going to honor their previous statement, or ever reply again. For a company that has been around this long, and has that much of a foothold in American gun culture, it is insane that they have let customer service fall so far. I’m beyond frustrated, and obviously done with S&W as a brand. I just want them to do what they said they would do, I just want them to honor their word…Any suggestions?
#weapons
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I purchased a 432 Ultimate Carry. Immediately had problems - light hammer strikes about every 6 rounds, and the cylinder chambers were not correctly sized to allow the rounds to drop all the way in. No big deal, things happen. I began emailing Smith and Wesson in April. After 3 unreturned emails, I finally got someone on the phone, and received a return authorization to have it looked at. The guy I spoke with said that their email system “doesn’t receive emails from Gmail” Setting aside the fact that they weren't concerned about not being able to receive emails from the world’s largest email provider, I sent the gun back to them.
About 6 weeks after sending it back, I received the following information:
“The evaluation performed by our gunsmiths has determined that your firearm is unrepairable and has deemed this a warranty issue, making you eligible for a replacement firearm.” Great, no problem, these things happen, seems like they want to make it right…
I provided my FFL information for the replacement, and waited. And waited. And waited. Since that email I have made three requests seeking any kind of update, estimated shipping date, etc. No reply received, not even a simple reply to acknowledge receipt. Nothing. I’ve tried calling, no response.
Needless to say, I’m not at all happy with thee service. At this point, I have no idea if they are going to honor their previous statement, or ever reply again. For a company that has been around this long, and has that much of a foothold in American gun culture, it is insane that they have let customer service fall so far. I’m beyond frustrated, and obviously done with S&W as a brand. I just want them to do what they said they would do, I just want them to honor their word…Any suggestions?
#weapons
source
| 2,000 mlx | |
| 2 | |
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