Smith & Wesson Service?

Just Tripp

Just Tripp

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Hopefully this falls in the correct forum. So, I traded into a Smith 442-1 Centennial Airweight no-lock a few weeks ago, and until Sunday I couldn’t have been happier with it. Love the light weight, how it fits and carries well in a pocket holster, and while I wouldn’t want to shoot more than a box of +P loads through it on any one range session, I find it so shoot not too painfully. It’s had about 75 total rounds through it (new and unfired when I received it other than factory test rounds), and after their first cylinder of standard pressure ammo on Sunday afternoon, I simply could not close the cylinder. Checked all the usual causes, and no dice. It wouldn’t close to the point of latching. Ejector rod hadn’t backed out, wasn’t bent, and there was nothing under the ejector star. Called S&W Monday and they emailed me a shipping label right away. Had it out via FedEx that afternoon. I’ve watched the tracking, and it arrived this afternoon at the factory. So, now the wait begins....

What I would like to know is if anyone else has sent anything back and what was your experience like? Did you receive a call back from them, and if so how long did it take to receive?
 
I just sent a gun back yesterday by Fedex in Raleigh. I expect 1-2 months wait. It’s not my only gun so I’ll wait patiently. I also expect nothing than the usual stellar S&W service and treatment.
This is not my first rodeo with the factory, as I sent a few back. Again, the service was excellent all the way, other than the typical habit of getting a gun back without explanation of the fix. That’s the only negative thing I can say they do with regularity.
They will send an authorization email with detailed charges if it is not covered under warranty. You will have no such problem as the gun is brand new, so you may not even hear from them unless they need to replace the whole gun as that requires a new serial number and shipment to an FFL. If that occurs they will also pay any fees your FFL may charge you, so make sure to get a receipt from said FFL.
 
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They have always taken care of me. I sent an airweight back for finish issues. I can't remember how long it took but it came back fine. They are on of the best CS departments in the business but I can imagine with their increase in volumes the wait maybe longer than it used to be.
 
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I’ve sent several back to the mothership and, overall, the experience has been excellent. There was one that had to go back theee times before they determined (recognized) it was unrepairable. They’re fair and reasonable, doing their best to satisfy customers. The only downside you’re likely to experience is the lack of updates on where your gun stands in the queue.

In a few days, you should receive an automated email advising that your gun was received and is beginning to work its way thru the inspection and repair process. I’d say, wait 3 weeks or so after you get that email and then call to see if there’s any news.

I know it’s a drag but issues will pop up. At the end, you’ll get your gun back and it’ll be as it should be. Let us know how it goes.
 
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Thanks a lot gentlemen. It’s reassuring to know that y’all have had good experiences with S&W. Just have to do the waiting thing now.
 
They don't have any online tracking of the service order like Sig and Beretta, both include a detailed copy of the parts used and work that was done.

Beretta had UPS pickup the box, could not drop it off at UPS hub, they fixed the failure to fire on my Neos .22 pistol under warranty, had it back in two days. Website showed received, being worked on and then shipped, also sent me status emails.
Sig uses Fedex, I dropped it at the hub, got it back in three days, replaced sear and trigger bar under warranty, not bad for a used police trade.
 
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