I’m not sure if this is the correct area to post or not, so move it if need be. I figured I would just make a post to say that I am extremely satisfied with Smith & Wesson’s customer service. This was the first time I have ever had to call them for any concerns after owning 3 of their products. I purchased a M&P 9C last month and absolutely love shooting this hand gun. It is the most comfortable feeling gun in my hand that I have held to date. I only was only on hold for roughly 3 minutes until I spoke with one of their reps. I basically spoke with him a bit about how much I loved the gun and my only complaint was that the second magazine had a flat floor plate instead of a magazine/pinky extension. I was inquiring if I could purchase one directly through them since I couldn’t find them online anywhere. He told me to hold on for a second, stated that he had one in stock and asked for my address. He shipped me one for free! I just wanted to express how happy I am with this company and how they help their supporting customers.
They are awesome with their customer service. While I was out on deplyment I sent them an email asking if they could mail to an FPO AP address so I could order a pinky extension for my M&P 40c. The resonse was to call them, but since I was on the other side of the world I wasn’t able to call them so I waited until I got home. A few months later when I got home I tried calling them but I guess in the time that I was gone they had rearranged their extension numbers, and what not so I emailed them back for a new number to reach them at. That same day I received an email asking for my address and a few days later I had the pinky extension for my magazine and all for free. It was like getting and early Christmas present.
I recently purchased a Walther P22 from a friend for some cheap plinking. (Why else would someone buy one?) As it was used it was missing some of the smaller pieces that it originally came with, including the spare front sight posts.
Sure enough, the first day at the range, the front sight post disappeared during my draw stroke… in to the grass, never to be seen again. (I didn’t find out this was a potential issue until after the fact otherwise that bad boy would have had some loctite on it.)
I contacted S&W as they handle CS for Walther in the US and a very competent rep had replacements to me by the end of the week free of charge. That I had purchased the gun used, from a friend had no bearing. Sure it’s a cheap plastic piece, but a number of companies these days would have seen it as a chance to make a few extra bucks.
I don’t own any S&W firearms right now, primaries are Glock and BCM, but after that experience I will definitely be a future customer.
Agreed 100% I had a S&W knife that needed some screws, even though they don’t make them they sent me a link to the company that does and they sent me out the screws I needed.
They’re mostly good except when I called to see if I could get thumb safety parts, I was told NEVER to remove the TS from a pistol because if I did and the ATF found out, I’d be in big trouble.
I don’t understand what you are saying. I have an M&P9 with no thumb safety from the factory. Anyone else that had an M&P9 and removed the TS would have the same pistol. Why would that be a problem? Will the ATF be upset that I stippled my grip as well or for installing the Apex parts?
I have been trying to contact S&W customer service for various reasons since Al Gore invented the internet and have yet to get an answer. I always email before I call. I suspect that they are still using AOL on dial-up. They do answer the phone, eventually.
They have never answered my e-mails. Just call them directly. There is usually a little bit of being put on hold, but one you are through, you’re golden.
I was hoping they would take care of my issue via email, but will have to call in when I get a moment away from work. I heard about the m&p slide lock breaking off, and low and behold I hadn’t even noticed it as it is on the opposite side. Hell, it might have been like that when I bought the gun off a buddy since I haven’t shot it much. This thread is reassuring though.
That is opposite of what happened when I talked to them.
I bought a M&P 9c but it had a thumb safety, I called up to order the frame plugs telling the lady fully what I intended to do (remove the TS), and she had no issues putting in an order to send them to me free of charge.
I had an excellent interaction with their CS department regarding my M&P9c. The one I brought home shot about 5" high and 6" left at 7 yards…unacceptable by anyone’s standards. I also thought the trigger was pretty heavy. I sent it back, following their requested procedure outlined in their service manual.
About 2 weeks later, I got the gun back with basically a custom trigger job and a new barrel. First trip to the range it fired a 2" group at 25 yards from a bench rest. Trigger is very smooth and not heavy at all. In the end, I got a great carry gun with a custom trigger job.
