Smith & Wesson Brands Reviews (%countItem)
Smith & Wesson Brands Rating
Address: 2100 Roosevelt Avenue, Springfield, Massachusetts, United States, 01104
Phone: |
Show more...
|
Fax: |
+1 (413) 747-3317 |
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Smith & Wesson Brands
Add new contacts
ADVERTISEMENT
I had contacted Smith and Wesson about 2 issues regarding my SD40VE I had purchased approximately 2 years ago. They did mail me a return label.
t. I know what parts are in my firearm and a steel guide rod wasn't one of them. It's a poorly made gun, as was the sigma, and malfunctioned.
I was at the range 1 day shooting my SD40VE when I noticed the slide jerking around unusually. I took it jome examined it and noticed a buldge on the lower right side of the barrel. The slide would also slide completely off the rack when chambered and trigger pulled ( emty mag). Called S&W and the told me to send it in and I did. They got it on 10/31/19. On 11/15/19 I got the gun back. I opened the box to see my orignal gun still broken and a form that was checked and said, the enclosed firearm has damage to the frame and cannot be repaired with no explanation of the issue. Work order #XXXXXXX. I called customer service to see what the issue was. Come to find out they were trying to said I had used a steel recoil guide and blamed the buldging barrel on the ammo which was just an excuse. I explained I never altered the gun besides putting new sights on and wouldn't waste money to do any upgrades on such a cheap gun. The girl was very rude so I asked for a manager. 15 mins later I got 1. He told me to send it vack it for further inspection. This call was recorded by me. I went to my range that same night and showed it to my gunsmith. He said the only time he saw a barrel do that is with reloaded ammo to the max or a bad barrel and the issue with the recoil spring was sketchy since he noticed the damage on the ORIGNAL RECOI SPRING. He told me to send it back asap! So I sent it back in 2 days later and just got it back again today 12/13/19
In the same broken condition with a letter stating the pistol has been modified and the frame is out of specification and not to shoot it because it's a danger. Its a sd40ve s/n FYT5523. This gun has less than 500 rouds through it and all orignal parts! The only modification was the new sights that were put on. I took pictures and a video of the letter and the damaged factory recoil spring that was used in the firearm. It seems from what I have seen from complaints here and on the internet that S&W doesn't like to honor their warranties and make excuses. I have every call, letter sent with firearm, video of damage explained from guide rod and barrel and my gunsmith backing up my claim. Also in the 2 times it was sent back I still never received an explanation on the buldging barrel. FYI I don't shoot 180 grain nor do I shoot reloaded ammo. Again, I have only upgraded the sights and that has nothing to do with the frame. I never use a steel guide rod, hense the damage to the factory OEM rod that came with it that was severely damaged as the neglect to mention. I'm extremely disappointed with this company and it's customer service! I'm a local resident in Massachusetts and they talk and treat you as if you have no clue about firearms and are a completed i
Since they cant replace the frame due to the serial number, I am asking for a new sd40ve, a refund of $415.00 for cost of gun and tax or a credit in the amount of the purchase price of $415.00. I trusted this company because of the warranty and to support you do to being in Massachusetts. I hope you make this right by me. I'm sorry to say that if you do not I will take this to small claims court.
We did answer this query on 12/17/19. It appears it did not go through. Below was our response:
The customer did return the SD40VE pistol for our examination. After the examination both times, the issues with the pistol were not due to any defects in the pistol. The Slide, Barrel and most internal parts have been highly polished. We have pictures of the pistol with the altered parts. Also the frame has been compromised due to aftermarket part being used. The Smith & Wesson warranty covers any defects in the material or workmanship of the firearm for the life of the firearm to the original owner. The pistol has been altered and the warranty has been voided. There is no defects in the material or workmanship of the firearm.
(The consumer indicated he/she DID NOT accept the response from the business.)
The polished barrel and slide have ZERO to to with the malfunction with the frame or the buldge in the barrel. I received a generic letter from them the first time stating the frame was damaged beyond repair and that's it. I had to call to get more information. I recorded the whole conversation! The lady on the phone was rude and talked to you like you were beneath them. After a few minutes of looking my file up she came back and said it was due to an aftermarket recoil spring. I told her the only aftermarket parts were the sights and she didmt care. I asked to speak to the manager and was left on hold for 5 minutes just for the same lady to come back. I insisted in speaking to a manager, after 5 more minutes I finally git one. I explained to him that I wouldn't invest on any aftermarket parts for this gun because it wasn't worth it because the quality was sub par. He told me his gunsmiths said it was due to the recoil spring. I told them again it wasn't so he agreed to send me a label to have it looked at again. I then took a video of my gun to document the damage to the frame and the ORIGINAL guide rod. I also documented the buldge in the barrel. I got the gun back just 2 weeks later with yet another generic letter saying it wasn't fixable. I also sent a long letter with the gun when I sent it back explaining the issues and didn't use an aftermarket recoil spring. Never once did they mention my polished slide and barrel which is an excuse and has absolutely ZERO to do with functionally.I also took it to my local gunsmith who looked at it and saw the buldge in the barrel and he said he's only seen cases like this like loaded ammo which was reloaded hot. I dont shoot reloaded ammo and have less than 500 rounds through this firearm and shoot 155gr. I also showed him my chewed up ORIGINAL guide rod and told them they're accusing me of using an aftermarket one and he stated that their comment was odd and were most likely giving an excuse to avoid warranty work. I have a video of my frame, the original guide rod that was damaged from shooting, the letter I sent to them, video of the buldged barrel, which to this day they still haven't addressed, the recorded phone call and a statement if need be from my gunsmith who isn't biased and their generic letters saying the gun was not repairable. Never once did the mention this sad excuse of polishing the slide and barrel. I'm assuming they will not hold up their lifetime warranty so I will take what I have and go to small claims court. They are the one's who will have to prove the buldge in my barrel and prove I "used" an aftermarket guide rod. I have evidence that proves otherwise such as the busted up orignal guide rod that was in the gun when I was shooting it at the range when the slide almost shot off and hit me in the face. FYI, the range has cameras and I did disassemble the gun to see what the problem was and it will show I had the orignal guide rod in it. I hope they make this right but I doubt it seeing how I've been treated thus far.
The pistol was examined by the head of the department and the information we provided is our findings. Again, if there were any defects in the pistol, the repairs would be covered under the Smith & Wesson Lifetime Service Policy.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is why we have 2nd and 3rd opinions so a biased company can't worm of of a warranty. Again, to all who read pmease take notice that after 5 requests they still haven't had an answer for the buldge in the barrel. It's a shame this is how you treat your customers! Again, there was np aftermarket parts as the damage to the stock guide rod shows something was faulty. Also, from reading and researching this issue it seems that this happens more than you let on, not to mention the FTF or FTE issues I had when the gun was "new" and those are widely documented. It is a poorly made firearm and you just can't admitt it and *** your warranty! You have now lost a customer from your own state over a $389.00 firearm. I will be taking you to small claims court so I hope you can prove your case because I can prove mine. Stay away from this company people because you mean nothing to them. Look at how they treat paying customers in the Revdex.com complaints alone and that's the one's who report it.
This is my first experience with this company and I feel cheated at the moment and feel like this company is a scam. I bought 2 handgun from Bass Pro Shops in the past week 1 was online and pick-up at store and the other 1 was bought in-store while I was picking up my online order. Both the online order was advertised with $50 rebate on the website and the one bought in-store was advertised on the front page of the catalog for $50 rebate also. I specifically ask for the front page firearm because of the great price after rebate. After submitting both item for rebate only to find out it was denied for the sku # provide was ineligible for rebate. Now I have done many rebates before so I know to double check everything I enter was correct and plus it ask for picture of the item sku and serial # so there is no way for a mistake with the image taken. After trying to contact S&W rebate on both online chat and phone call, they just give me the run around and eventually hang up the call. I even ask to chat with the supervisor on the online chat but was ask to call in instead and when I call in the line would just disconnect me every time when I try to reach the customer service department.
Our promotion for the $50.00 rebate is fulfilled by an outside source. Their website was experiencing some technical problems. This has been corrected to our knowledge as of Friday. The customer should be able to submit their information. We apologize for the inconvenience.
I appreciate the response from the company and I can also understand that mistakes happens so I will update my review once my rebate has been process and approve. I already re-submit my forms so hopefully I will get some results in a couple of days/weeks.
Current gun purchase 50.00 rebate advertised appears to be a fraudulent scam. Have attempted to submit (can only be done online) from numerous sources
Tried phones, computer and ipad to submit, over 50 attempts. All fail to upload necessary photos no matter the size. Online support absolutely no help. This is a sales scam
Refund of the 50.00 advertised
Our promotion for the $50.00 rebate is fulfilled by an outside source. Their website was experiencing some technical problems. This has been corrected to our knowledge as of Friday. The customer should be able to submit their information. We apologize for the inconvenience.
They scrapped my gun without my permission and refuse to explain nor show me work sheet.
My gun needed replace firing pin because sometimes it misfired. Their web said free shipping, so I mailed 10/3. 2weeks later, Ms. Loria Simmons emailed me that said they can't fix the problem, but we can sell same model brand new $426 plus tax that will be $455.82. She told me already scrapped my gun, so they can't return original my gun. I gave her my credit card number and my gun range name, because they have dealer number. One week later, nothing happen. I called but she didn't answer, nor return my call. I called different customer service, his name was ***. He told me they can return my original gun, just wait. I called and talked *** one more week later, he asked me my credit card number and wait until Friday. I'm going to ship brand new gun $455.82 include tax and everything. Today is 11/8 Friday, I went my gun range and found out they didn't receive anything. I contacted Smith & Wesson, nobody answer the phone and I left message, 6 hours later nobody returned my call. Please help me. In the first place, they scrapped my gun without consent. It worked, only sometimes misfired. Even gun range's worker told me maybe because of bullet, but just in case I wanted replace firing pin. I own that gun only 5 years and it was in good shape. They are very unprofessional and rude. I feel I got ripped off. They should give me a free gun because of all this trouble. If you scrapped my gun without my permission, they should replace my gun for free. Please resolve this problem for me. Thank you. They refuse my call nor email. I can't contact them.
Replace same model brand new for free and send immediately. Discard my credit card information.
Customers firearm was received on 10/8/19. After the repairman's examination it was determined that the firearm was beyond repair due to wear and tear. The customer was contacted and provided a credit card for the replacement. The credit card the customer provided would not process the order. We spoke with the customer to obtain a new credit card and the order has been released. It is in the Shipping Department to be shipped in the next several days. The delay in releasing the order was due to the credit card that would not go through. We apologize for the delay.
(The consumer indicated he/she DID NOT accept the response from the business.)
What they explained to Revdex.com was lie. They didn't contact me, I contacted them many times. Also, still hard to believe only I owned that gun 5 years and I didn't use every single day. They never contacted me before they scrapped my gun. But they charged me $441 on my credit card today. I'm going to see whether they send me brand new gun or not. Until then, please keep this case open. I think it should be free, but if they send me a brand new gun, I'm going to take this offer.
The information we provided is the steps we followed.
I had several problems with ammo magazines. S&W agreed to replace the magazines. I returned the defective magazines but have not received replacements
On April 26, 2019 I sent an email to Smith & Wesson stating that I was having misfire issues with their gun and magazines. After troubleshooting with them and having them attempt to repair the pistol, they suggested I return the magazines. I did so on July 10, 2019. On August 22, 2019 I asked for an update on the replacements and they said the magazines were out of stock. The magazines are listed as available on the website. I informed them of this and have not heard back. I would like my three defective magazines to be replaced. Please see the attached email chain.
I desire that they replace the 3 ammo magazines as they originally agreed to do.
If the customer could provide either a part number for the magazine or an order number, we may check the status on the shipment.
(The consumer indicated he/she DID NOT accept the response from the business.)
The order and part number were included in the attached PDF of the email correspondence. The email service order number is
The order was reentered for our new warehouse.
The new order number is XXXXXXX. The order was already released yesterday and should ship this week.
(The consumer indicated he/she DID NOT accept the response from the business.)
I received three magazines today. They are clearly "pre-owned" due to the wear and tear noticeable on them. I am okay with the pre-owned magazines but I want to test them on a range to make sure they are not also defective, since someone else clearly used them and returned them already.
S&W MP9 Shield Firing Faulure
My complaint is about a Smith & Wesson MP 9mm Shield. The pistol has continually failed since fall of 2017. It only shoots one round before it is required to be dissembled and reassembled in order to fire again. This failure can be easily be repeated to show by inserting a pencil into the barrel of the unloaded pistol after cocking it. When fired it only ejects the pencil once. I've all in total returned the pistol three times, starting with RMA number is XXXXXXX, and each time it is returned to me as before with a paper saying they replaced the firing pin. If so why has nothing changed? The last time was April 2018. I only purchased in early 2017, so it is not been used to much.
Smith & Wesson warranty: "Smith & Wesson firearms are warranted to be free from defects in material and workmanship. Any such defects of which Smith & Wesson receives written notice within one year from the date of purchase by the original owner, will be remedied by Smith & Wesson without charge within a reasonable time after such notification and delivery of the firearm as provided below."
I called Smith & Wesson about this, and they told me that I would have to get it fixed myself, yet I only had the pistol for about 9 months before it failed! The gunsmiths refuse to work on it locally saying, " If Smith & Wesson can't fix it then neither can I." How is this my fault? The firing pin is on the inside!!!
Smith & Wesson warranty: "Smith & Wesson's Lifetime Service Policy begins after the warranty period has expired. Smith & Wesson will repair, without charge, for the lifetime of the original owner, any Smith & Wesson handgun purchased on or after February 1, 1989."
I would be OK with Smith & Wesson if they refunded or replaced this lemon.
Our records indicate the pistol was returned in 2017 and 2018. The repairmen replaced the Firing Pin/Striker and the pistol was test fired and passed at the range. If the customer is still experiencing a problem since receiving it back in 2018, we would suggest returning for our examination. We can send a prepaid return label to have the pistol return for our examination per the Smith & Wesson Lifetime Service Policy. At that time the determination is made on any necessary adjustments.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response on the condition that it is not simple return to me with a paper claiming that they replaced the firing pin YET AGAIN. THE PISTOL MUST BE ABLE TO REPEATABLY FIRE otherwise what is the point?
I bought a performance center target pistol to shoot in computations and it has been plagued with problems sent back 5 times this year for repair
I bought a smith and Wesson model 41 performance center target pistol in 22 caliber and paid $1,399.99 item #XXXXXX *** purchased XX-XX-XXXX and had problems from the first day I started to shoot the safety is very sought and hard to use , the Magazines would stick and would not drop out had to keep pushing the magazine release ,pick at it with my fingernail or push on it and it would finely drop. free I saved $1,400.00 and finally found a new model 41 performance center pistol a year ago it has been back to smith and Wesson repair 5 times now just got it back for the 5 time today with small problems like magazines sticking ,slide hold open wont hold if you set down pistol or disassemble pistol to clean it slams shut , the safety is vary stout and almost imposable to use, doesn't fire re pull trigger then it might fire or might not never know just been a nightmare. I have asked for a replacement pistol then told is might be something I am doing , I just got it back today 7-12-2019 for the 5 time they now say they replaced the trigger bar I still have the magazine problem sticks 3 out of 5 times with the mag they sent first thing I checked ,the slide hold open is still the same just breath on it and it slams shut I guess at this point I would like to have a full refund dates sent in for repair 6-19-2018/10-12-2018/12-19-2018/5-17-2019/6-14-2019
refund
The customer has returned the Model 41 on several occasions. On several of the returns we test fired the pistol with no failures. The last time the customer returned the pistol, we replaced the trigger bar and test fired with no failures. The pistol was examined by two of our departments; our Pistol Warranty Department and the Performance Center Department. The pistol met our standards and passed at the range. The pistol has been repaired per the Smith & Wesson Lifetime Service Policy. We tested the pistol with several different brands of ammunition and it functioned as designed.
Hi I have just relooked up my complaint as I have thought it was taking a long time to get a respond about a custom shop target pistol that there are many complaints about even on the smith and Wesson forum .the pistol I had the misfortune to get has been plagued with problems since the day I got it within the first week I was sending it back for the life time warranted there's nothing wrong with it it passes all there test but they replace parts anyway they have replaced several parts & it still does not shoot without problems this is there premium brand mode 41 performance center pistol and one of the most expensive pistol smith and Wesson produces at $1.400.00 I cannot get through 50 rounds without some sort of problem I do not have problem like this with any other pistol's I own. would Smith & Wesson consider a buyback on this pistol what dollar amount they think I have used in the life of the pistol ? or a trade for a different identical pistol I will again pay the difference in value
Sure the Magazines do not release all the time sometimes I need to push the release several times to get it to drop or use my fingernail to pop it out or drop out like it should ,2 the trigger does not fire a cartridge every time when the trigger is pulled it does nothing until I press on the safety lever then I hear a click ,then it fires or it might not fire I never know, 3 the safety lever is so small and hard to use or manipulate ,4 the slide hold open barley holds the bolt open just setting it down and it slams the slide shut when dissembling to clean the slide hold open does not hold if set down the slide slams shut also. I really don't think it is something I am doing as I have other model 41 pistols and don't have these problems when shooting them or any of the other pistols I have
Thank you for your time
(The consumer indicated he/she DID NOT accept the response from the business.)
I did also ask for a replacement with me paying the difference in values of pistols I am a Federal Firearms License Holder, I bought this performance center pistol to shoot in computation, I know that parts have been replace it still will not shoot 50 rounds without problems its been in to repair department 5 times I hoped smith and Wesson would find and fix the reasons this pistol has been in there shop so many times as one of there performance center pistols and not blame me for somehow shooting it wrong or using the wrong ammunition I hope they exchange this pistol for another I will pay a reasonable fee for an exchange
Smith & Wesson has gone above and beyond our Lifetime service policy. We have gone through this pistol several times for the customer. The pistol has met our manufacturing standards before we shipped the pistol back to the customer. Passed with multiple brands of ammunition at the range with no failures. Smith & Wesson has fulfilled our obligation per the Smith & Wesson Lifetime Service Policy.
S&W refuses to fix my defective product without charge, as stated in their Lifetime Service policy.
I have a S&W 610 revolver, serial *** which I purchased new in 2007. A few months ago it began to malfunction every time I tried to shoot it. The trigger required an abnormal amount of force and sometimes it could not be fired at all. Additionally, whenever I shot .40 S&W ammunition, I saw many pierced primers, which another indicator of malfunction.
I contacted S&W about the problem on May 29, 2019. They immediately sent me a prepaid return shipping label. I sent the gun to them as requested, and they acknowledged receipt on June 3, 2019. All further dates are in 2019.
On June 29, I received a "sales quotation," number XXXXXXXX, dated June 27, asking me to pay $148 for repairs, or else a $45 fee to return my revolver without repair.
I contacted S&W Customer Service through their *** messenger on Monday, July 1. They responded on Tuesday, July 2 that they were charging me because "the repairs were required do sic to wear and tear. This is not covered by our warranty." I pointed out that their service policy makes no such exception, and insisted that they finish the job, but they have not responded at the time of this complaint.
S&W's "Lifetime Service" policy (https://www.smith-wesson.com/customer-service/warranty) clearly states they will repair "without charge" a product with "functional defects" for the original owner, which I am. Obviously, failing to fire and/or requiring unusual, unsafe amounts of force to work are "functional defects" in the revolver, as is the problem with pierced primers. There is no exception noted in the policy for "wear and tear." Regardless, simply using the product (so-called "wear and tear") is not an acceptable excuse for refusing to honor their policy.
S&W has refused to even discuss fixing the other functional defect (pierced primers when shooting .40 S&W cartridges). They need to fix that too.
Complete the repair of my revolver without charge, and ship it back to me.
Customer returned a Model 610 revolver for our examination. The revolver was manufactured in 2007. After the examination it was found that a new trigger stud was required because it was broken. Also in the estimate is to repair the primer flow and complete check and range test.
The above listed repairs are not defects in the revolver but wear and tear. The Smith & Wesson Lifetime Service Policy covers defects in the material or workmanship of the firearm, not wear and tear.
(The consumer indicated he/she DID NOT accept the response from the business.)
Absolutely ridiculous. S&W is saying that their service policy does not apply if you actually use the product, under the excuse of "wear and tear."
The 610 revolver in question was nowhere near the end of a normal service life. The "wear and tear" noted can only be due to "defects in materials or workmanship." A broken trigger stud has never happened on any other firearm I have ever owned, including some others from S&W. It is not normal "wear and tear," and so should be covered by the Lifetime Service Policy. The same is true of the pierced primer issue.
Further, there is no exception noted in the Lifetime Service Policy for "wear and tear," so S&W has no basis for denying repairs.
If the customer wishes to return the firearm, he may send it to the head of the Charge Area for his review. As per information received from him, the charge stands as stated in the estimate.
If he wishes to return, let us know and we will send out a prepaid return label.
(The consumer indicated he/she DID NOT accept the response from the business.)
Is this a joke? S&W removed parts from my revolver, rendering it completely inoperable, and then lied about doing it. Why would I give them a chance to do the same thing again?
Here's what's going to happen: I'll have the revolver fixed locally by someone who knows what they are doing, and S&W will pay the bill. I'll forward an invoice as soon as the repair is complete.
I am also still willing to accept a replacement firearm.
I purchased a revolver that comes with interchangeable compensators. One came defective from factory.
I purchased a S&W 500 magnum that comes with the interchangeable compensators. The lead-only compensator was defective from the factory. I sent it in 05-2019 to be repaired/replaced. They said it should take around 10-15 days for a replacement. It is now 7-8-2019 and I have not received anything. The order number I was given for the replacement part is XXXXXXX. I sent the company photographic evidence that the part was bigger than it was supposed to be causing the part to not fit.m correctly.
I purchased a new firearm and expected it to act as such. Just replace the part I sent in.
The customers order was entered in May. Unfortunately, the item has been on backorder. We will reach out to the Parts Department to have one expedited for this order. We should be able to ship in the next two weeks. We apologize for the delay.
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand that the part was "out of stock." However, I sent in the defective one that was only defective due to the bottom of the compensator being a centimeter or two too long. Your company is a gunsmithing company, It could have been re-machined and sent back in a matter of days.
I purchased a smith and Wesson mp15 22 sport for my son to shoot at different functions come to find out these guns are not permitted due to safety reasons I contacted their customer services and after 6 months of giving me a run around they told me their was nothing they can do about it they told me to either sell it or trade it in they should put a disclaimer on it letting people know I'm very disappointed in this company Scott L
The customer has contacted us in the past and we have explained to him that his organization is responsible for placing this rifle on a no use list. We did not make this decision.
First of all it's not my organization it's the apple seed shoot they have deemed this weapon unsafe and your company has known about this since at least 2016 you can look everything up on line for all the details and problems people have had with this weapon now all I have is a 250.00 paperweight in my safe to tell you the truth I would not feel right doing what your costumer service person told me to do and sell it or trade it I wouldn't feel right passing this off to some other person and something happen but after reading other customer complaints I can tell what type of company smith and Wesson is I have one voice and I will pass this outcome out to everyone I know as a matter of fact I just started
I bough a revolver with damaged barrel shroud pin. I send it for repairs and after a month it came back with sloppy job and wrong barrel.
I bough a revolver with damaged barrel shroud pin. I send it for repairs and after a month it came back with sloppy job and wrong color barrel. When I called support again they told me to send it back yet AGAIN. I would have to wait another month and lost another day of work since someone has to be here to receive the package and sign for it. That is two days of work and no guarantee that they will send out good product out the THIRD time.
Either a refund or exchange for new product since original one cannot be properly fixed.
Please supply us with the serial number so we may check the history of the repair.
Serial number
If the customer is not satisfied with the repair, he may contact our Customer Service Department to return for our review. At that time if any repairs are necessary they would be performed under the Smith & Wesson Lifetime warranty. He may contact our Service Department at XXX-XXX-XXXX for a prepaid return label.
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought the damaged product and the repair made it worse. What's my guarantee this time? Not mentioning the wait time.
Received a defective Performance Center revolver from my local FFL dealer.
On April 2, 2019, I took delivery of an S&W Model 627-5 Performance Center revolver from my local FFL dealer. When I examined the revolver, I noticed that the ball detent locking mechanism in the yoke, which is crucial to aligning the cylinder with the forcing cone, was COMPLETELY MISSING. I called S&W customer service, described the problem to them, and received via email a shipping label with an RMA #XXXXXXX. I shipped the revolver to S&W on April 3, and it was received by S&W on April 5 according to the FedEx tracking data. As of May 17, 2019, S&W still has NOT RETURNED TO ME THE FIREARM, which was DEFECTIVE AS SHIPPED FROM THEIR SO-CALLED 'PERFORMANCE CENTER'. Two phone calls to S&W customer service have not resolved the problem. Each time, customer service told me that the Performance Center was very busy with other tasks. IT IS UNACCEPTABLE FOR A COMPANY TO SELL A DEFECTIVE ITEM AND THEN FAIL TO REPAIR AND RETURN THAT ITEM TO THE CONSUMER WITHIN A 5-WEEK TIME PERIOD.
If the firearm cannot be repaired so that it meets the specifications described by their Performance Center, then I want S&W to return to me a NEW firearm of the same model number that is in PERFECT working condition and which has been accuracy tested by S&W. I want a proof target fired at 25 yards or 25 meters that indicates that this expensive tool operates as advertised. I want the name of the shooter listed on the target, the time and date at which the target was shot, and I want the target to include all eight shots from all 8 charge holes in the cylinder.
The customers Model 627 was received on 4/10/19.
The revolver was sent to the Performance Center for examination and the necessary adjustments performed. The revolver was shipped back on 5/17/19 so the customer should have today.
(The consumer indicated he/she ACCEPTED the response from the business.)
The revolver was received by S&W on April 5 according to the FedEx tracking data, NOT April 10 as S&W claims. S&W kept the revolver for SIX WEEKS before they repaired it and initiated the return via FedEx on May 17. As far as I can tell, they repaired the MANUFACTURING DEFECT that prompted me to return the revolver to them in the first place. However, they failed to indicate the exact brand of ammunition that they used to test fire the repaired firearm, and the shooter's name is illegible on the proof target. I specifically requested a proof target fired from 25 yards or 25 meters AND the name of the shooter, the date on which the target was shot, and the exact specifications of the ammunition used for testing.
It was totally UNACCEPTABLE for S&W to sell this so-called 'Performance Center' revolver when it had such an obvious and serious defect as shipped from the factory. It is also UNACCEPTABLE that S&W had the revolver AT THEIR SITE FOR SIX WEEKS before they repaired it and shipped it back to me. If the revolver were a car, it would have been subject to the LEMON LAW. The manufacturing quality of S&W firearms has deteriorated to the abysmal levels that it was in the early 1980s, and their inspection process for completed firearms appears to be non-existent. Based on my experience with three of their revolvers purchased in the 1980s and with the so-called 'Performance Center' revolver that I purchased in 2019, I will NEVER AGAIN purchase a S&W product, and I will make certain that the 3000+ members of the *** Gun Club are aware of the poor quality control and even worse customer service that I experienced first hand for the FOURTH TIME since purchasing revolvers from S&W in the early 1980s. It appears the customers have about a 50% chance of getting a LEMON when they purchase a S&W product.
I purchased an 004339909 M&P 15-22 SPORT PA from *** and less than a month later a cleaning rod designed for the gun was stuck inside the barrel at no fault of the operator. I sent the warranty in through *** along with a notice to not repair the gun until I have been contacted. There was no contact made and S&W repaired the gun and are now holding the gun hostage until I give them $240.00 approximately.
Product_Or_Service: Warranty repair
Other (requires explanation) Send the gun back with no charges:1. I didn't authorize the repair until I was contacted (I was never contacted)2. Honor the warranty, there is no physical way possible that I could of damaged the gun by cleaning it. I could of bought and replaced the entire barrel for less than what they are charging. Absolutely ridiculous!!! Practically the whole gun could of been replaced for less than the repair.
If the customer could please supply the serial number to the rifle they returned, we will be happy to look into this matter.
(The consumer indicated he/she DID NOT accept the response from the business.)
Serial number:
(The consumer indicated he/she DID NOT accept the response from the business.)
There is absolutely no way this is my fault. A cleaning rod designed for the gun should of never got stuck. It is clearly poorly manufactured. FIX Send the gun back FOR FREE. IT IS MY GUN!
THIS SHOULD NOT BE DEEMED A CHARGE REPAIR. THE ONLY POSSIBLE WAY THE ROD WAS STUCK IS THE GUN WAS NOT MILLED PROPERLY.
FIX THE GUN, SHIP IT BACK. I PROMISE YOU'LL LOSE WAY MORE THAN $240.00 IN BUSINESS FROM ME ALONE IF YOU SCREW ME OVER. THIS IS A FREAKING JOKE.
HI-POINT HAS A BETTER WARRANTY THAN S&W! WHICH IS REALLY THE COMICAL END TO THIS!
I just spoke with the head of the Charge Department and he states this is not a defect in the firearm, therefore it is not covered under the Smith & Wesson Lifetime Service Policy. The rod is stuck in the barrel and cannot be removed.
If you do not wish the work to be performed, we will return the firearm to the dealer.
My wife bought me a pair of Smith and Wesson 8" zip side duty boots. Someone made the horrible decision to put plastic zippers on the side. So they saved .03 cents a unit and, in turn, completely destroyed their brand name.These boots did not last 3 days and the pull-tab came off in my hand!Thank God I hadn't thrown out my old *** because I had to quickly change into them before I headed off to work ... late.
Product_Or_Service: Tactic Duty Boots
Other (requires explanation) I understand this could have just been a flaw in this particular pair, but I still find the situation completely unacceptable.
Smith & Wesson has licensee's that sell products with our name. Some are no longer affiliated with Smith & Wesson. We would need more information on the brand of boot to give the customer information to contact the licensee direct. They hold the warranty on their product, not Smith & Wesson. If the customer has the brand name and when and where they purchased the product from, we can direct them accordingly.
We apologize they experienced an issue with their boots.
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not sure what else I can provide! They are Smith & Wesson boots. Bought at out local Military Surplus store. I provided the unit number that is on the side of the box. I can send photos, if that would help. The box says S&W Tactic 8" Waterproof sidezip Boot Sz 10.5
Thank you for your time with this matter.
Smith & Wesson does not have any current licensees for boots. We can only supply the customer with the information for the past licensee for boots. We do not handle any of the customer service on the boots due to the fact that we do not manufacture them. They hold the warranty on the boot. The past licensee is:
Defective firearm, Bodyguard 380 (Ser# *** with a prolonged warranty repair
On August 24 2018, I purchased a brand new S&W BG380 pistol in FDE from Budsgunshop.com (order #XXXXXXX) for $300.67 plus FFL transfer of $15. After receiving it in early September 2018, I took it to the gun range. after 60 rounds, I noticed that there was a severe issue with the firearm. The magazine would drop out each time I fired off a round. First three rounds, the magazine would drop out. I call S&W customer support and an RMA #XXXXXXX was issued. I shipped firearm to S&W on September 14th. IT was placed on your repair list on SW repair log on September 20th, 2018. I was assured it would take 4-6 weeks to get my firearm back. Today's is November 19, 2018. over 8 weeks and still my firearm is not fixed. I spoke to a *** in CS and he said that there is a defect in the molding of the pistol frame in FDE color, but he stated that he would put this as a "priority". The problem is that I was told this two weeks ago as well. In my humble opinion there is a defect in this pistol in FDE color. I must insist that S&W either replace it with a new working firearm (not FDE) all together or give me my money back. I think I am in my right to request this... This was a brand new pistol purchase and the FDE models are defective.
I bought this SW product from a distributor of SW firearms, BRAND NEW!! The distributor is not liable. I think SW is liable for producing a very unreliable firearm. Its taking too long to fix the issue, aside that it is an FDE molding issue for the pistol frame
The customer returned the polymer pistol with a concern. We would like to offer the customer a new polymer shell along with a laser if that is satisfactory. Please let us know so we may proceed with the replacement of the polymer shell along with a laser.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept. Thank you.
PURCHASED FIREARM IT JAMMED AT FIRING RANGE GUNSMITH WHO WORKED THERE SAID IT WAS SOMETHING INTERNALLY WRONG & HE DID NOT WANT TO OPEN IT UP FOR IT MAY VOID THE WARRANTY & TO CALL THE MANUFACTURE . UPON CALLING SMITH&WESSON MULTIPLE TIMES THEY SAID THAT THEY WOULD SEND OUT A LABEL FOR ME TO SEN THE FIREARM BACK THEY NEVER DID. THIS PROCESS WAS REPEATED TWICE. STILL NOTHING
Product_Or_Service: FIREARM
Other (requires explanation) REPLACE OR REPAIR .
If the customer could supply the serial number we would be happy to send out a prepaid return label.
Also please check the junk mail in your email. Sometimes the email goes to the junk mail folder.
Serial Number
The customer called us on 7/31/18 and a prepaid return label was entered into our system. The order number is XXXXXXX. The return label would have gone out in the mail the next day. We can send another return label to the customer. We will send it by email this time since we now have the email address.
Company offered a mail in rebate. After sending documents and follow up via email never received rebate. Customer service didn't responded.
Company offered a mail in rebate for a Compass rifle. After sending documents within required timeframe no response was received. Tried to follow up via email on various occasions without receiving any response. Last week contacted again and customer service indicated that rebate offer had expired. Customer service didn't responded to my request to contact the customer service manager, this after being told that I will be contacted via phone.
Receive mail rebate.
We have researched the inquiry by Mr. and show the check was mailed by our rebate company
and was not returned undeliverable.
This promotion is now closed and we no longer have any of the items to send the customer.
As a good will gesture we can offer a $75 prepaid gift card.
Thank you,
***
Customer Service
Team Lead
S&W/TC
I purchased a revolver. The frame cracked for no reason. I contacted the company. They had me send it in to be reviewed. It has been weeks now with no resolution. They contacted me left a call back number. I tried for 4 weeks to contact that person leaving a message with no response. I would like my handgun replaced or repaired as it is a manufacturing defect. I would like a response from the company.
Product_Or_Service: Revolver
Order_Number: LTKXXXXXXXXXXXXXX
Account_Number: LTKXXXXXXXXXXXXXX
I would like my revolver replaced.
The customer returned a small revolver for our examination. The revolver was returned with no letter attached so we had to reach out to the customer to find out why it was returned. He informed us there was a crack in the forcing cone area. We forwarded the firearm to our Metallurgical Laboratory for testing. We just received the revolver back from the lab yesterday. The revolver will be replaced under the Smith & Wesson warranty. A representative will be reaching out to the customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
I purchased a revolver a few years back from this company. The revolver comes with a lifetime warranty. In July, my nephew and son were using the gun and the gun exploded. Fortunately nobody was hurt. I called the company about this issue, and they say they wont replace the weapon. There is a lifetime warranty so they should.
I would rather have a different gun since I have heard others having the same issues with the same revolver I purchased. They at minimum should replace the weapon.
This is the first time I received this notice.
The customer returned a firearm for our examination. We forwarded the firearm to our Metallurgical Laboratory for testing. They found no defects in the material or workmanship of the firearm. As a good will gesture we have offered the customer a replacement gun at a reduced cost. He has declined this offer. He has also spoken with the Director of Customer Service who also explained the findings.
The firearm has been returned to the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because the gun exploded using factory ammunition. I did nothing to alter this gun and therefore have every reason to believe it should be able to be fired, under normal conditions, without incident. Their offer for me to purchase a new gun from them is ridiculous. This gun should last me a lifetime. The Smith & Wesson web page says this gun has a "life time warranty." That means S&W "claims" to stand behind this product. It is shocking to me, and everyone who knows of this incident, that S&W is NOT standing by their word and their product. As a consumer, it is a hard thing to buy an expensive gun, have it blow up and then be told, in effect, "not our fault, you're out of luck." For S&W, it would be an easy thing for them to replace the gun and move on. It is obvious to us that they are NOT doing the right thing, probably because they fear any admission regarding a faulty hand-gun.
Smith & Wesson manufactures the firearm. We only can test the firearm. Our Lifetime Service Policy states we will cover any defects in the material or workmanship of the firearm for the life of the firearm to the original owner. As stated previously, no defects were found after our testing of the firearm.
We have offered as a good will gesture a replacement at a reduced cost. We would need the original firearm returned to take advantage of this offer.
Rebate scam
XXXXXXXXX case number
how can you tell me the sku is not valid if the pistol is the one in the promotion flyer and only mention exception for shield.
this is a scam.. I want a buy back of the two pistols! I should of purchased a sig better customer service and not a scam company that makes you buy there product offering a rebate.
i want my 100 dollars gift card and a gift due to the inconvenience or a buy back of the two pistols
The customer bought two S&W pistols. One, a M&P 9mm pistol qualified and the second one a M&P22 compact pistol is excluded from the promotion so it does not qualify. That is the one that is being rejected.