One Shot One Kill
Sharpshooter
Ok, I don't often go on rants like this, but for some reason this one bothers me.
Probably not as big of a deal as I will make it out to be, but I will say that my expectations and confidence in S&W is significantly less than before. I digress.
I emailed Smith and Wesson because the finish on my 638 (bought 3 months ago, my first revolver, manufactured may 2015) is wearing off tremendously on the backstrap of the grip and has bare metal showing on a small section below the cylinder release. First I emailed and they said what did I clean it with. I mentioned Hoppes, and was immediately told my warranty was void and that it would cost me $200+shipping to repair it (FYI, I've used Hoppes on the CYLINDER ONLY, ONCE during the entire 3 months I've owned the 638 and usually use CLP). I essentially said no and expressed my disappointment in their customer service and product quality. I asked to talk to a supervisor and was ignored. I emailed again asking for a supervisor and was again ignored.
So I then called them and talked to a guy calling himself Michael M. He seemed much nicer than the people I emailed and promptly took down my info and emailed me a prepaid label at no cost, no questions asked.
Buuuuuut, I got another call the next day before I had a chance to mail the revolver out and I talked to Michael who informed me he had read the previous info (uh-oh) and that if they determined the gun had damage due to Hoppes after being sent in that they would assess a charge and even if I denied the repair they would not send the firearm back without me paying $45 out of my own pocket to have my gun relinquished and sent back.
I sent a few more pictures to Michael, after I was informed they would take a look and try to guess whether they would hold my gun hostage or not.
I'm waiting to hear back. Again I felt the need for this rant because I let myself get so hyped-up about how great S&W products and customer service was and this was NOT my experience at all, so for those of you who have the same expectations as I do... I have one word of advice.. head over to Ruger. I was particularly upset, and expressed this to Michael, that my gun would not be returned unless they felt it was under warranty, and if they didn't feel that way, I would have to pay to have it sent back. I told him I would not send it in unless they could guarantee they wouldn't hold my gun hostage, and he said he could not promise this. Again, I will avoid SW revolvers in the future and stick to Ruger, they have given me the best customer service for a gun I've received to date, and for that reason, next time I want a revolver, I will get a Ruger. My SW shield has been great, luckily for me because if it had a problem I would be SOL.
PS, yes my nails are in desperate need of a trim/handwashing
Probably not as big of a deal as I will make it out to be, but I will say that my expectations and confidence in S&W is significantly less than before. I digress.I emailed Smith and Wesson because the finish on my 638 (bought 3 months ago, my first revolver, manufactured may 2015) is wearing off tremendously on the backstrap of the grip and has bare metal showing on a small section below the cylinder release. First I emailed and they said what did I clean it with. I mentioned Hoppes, and was immediately told my warranty was void and that it would cost me $200+shipping to repair it (FYI, I've used Hoppes on the CYLINDER ONLY, ONCE during the entire 3 months I've owned the 638 and usually use CLP). I essentially said no and expressed my disappointment in their customer service and product quality. I asked to talk to a supervisor and was ignored. I emailed again asking for a supervisor and was again ignored.
So I then called them and talked to a guy calling himself Michael M. He seemed much nicer than the people I emailed and promptly took down my info and emailed me a prepaid label at no cost, no questions asked.
Buuuuuut, I got another call the next day before I had a chance to mail the revolver out and I talked to Michael who informed me he had read the previous info (uh-oh) and that if they determined the gun had damage due to Hoppes after being sent in that they would assess a charge and even if I denied the repair they would not send the firearm back without me paying $45 out of my own pocket to have my gun relinquished and sent back.
I sent a few more pictures to Michael, after I was informed they would take a look and try to guess whether they would hold my gun hostage or not.
I'm waiting to hear back. Again I felt the need for this rant because I let myself get so hyped-up about how great S&W products and customer service was and this was NOT my experience at all, so for those of you who have the same expectations as I do... I have one word of advice.. head over to Ruger. I was particularly upset, and expressed this to Michael, that my gun would not be returned unless they felt it was under warranty, and if they didn't feel that way, I would have to pay to have it sent back. I told him I would not send it in unless they could guarantee they wouldn't hold my gun hostage, and he said he could not promise this. Again, I will avoid SW revolvers in the future and stick to Ruger, they have given me the best customer service for a gun I've received to date, and for that reason, next time I want a revolver, I will get a Ruger. My SW shield has been great, luckily for me because if it had a problem I would be SOL.
PS, yes my nails are in desperate need of a trim/handwashing
