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Discussion Starter · #1 ·
BUYER BEWARE !!!! Smith And Wesson Performance Center

OK Guys -Listen to this story --------- -------This is a Smith and Wesson Performance Center gun , purchased NIB _(Model 327 )--

I go to the range with S and B and Winchester ammo ------------I get NO Fires - 80% over 70-80 Rounds !!!!!!!!!!!!!!!
So I call S and W PC------First question -"what ammo"-so I tell him -" oh yea -hard primers " I say well the Winchesters did not fire either -------"Ok send it back " ...I tell them also that the grip screw is sticking out past the grips --The gentleman says-(Are you ready )----"You can Just Cut It off " -!!! -----So I ask if they can email a shipping label ----"no" --can I pay for overnight and you can reimburse me --"No" ---how long will it take ---"about 5-7 days to send me a label and once we get it about 3-4 weeks ". So after 5 days I call and complain and guess what -got it right away this time ---so the gun goes Bye Bye .................... It comes back -and I run to the range with Black Hills ammo (Good stuff-I thought ) as I wanted to eliminate the problem of ""Oh Yea -hard primers"".........and I fire off 64 rounds with one NO Fire ---I come home and I calmly write an email back to S and W telling them the problem -----OK are you ready -I will copy here their response :
When you do shoot again, we would suggest trying a different
brand of ammunition so that can be ruled out.


WHAT!!!!! I write another email demanding to speak with someone in authority and also place 2 Phone calls -------no one gets on the phone (Surprise -Surprise).but I get another email :
Jim,
I am the supervisor, and I just want to make sure that
we rule out the possibilty of any problems with a specific
brand of ammunition. The gun was repaired and test fired
before it was shipped and we didn't have any malfunctions.
Please put the pistol through it's paces next time you shoot and
then let me know the results.
When you do shoot again, we would suggest trying a different
brand of ammunition so that can be ruled out.

So I guess that I purchased a "hand built"" custom " "Wolf spring." "Performance Center"'......etc.etc...revolver with a MSRP of $`1200+, and ..
I can't use S and B ,Winchester, Black Hills .........** Hey-- does Sand W manufacture ammo in the Performance Center they can sell me -???***--------------------So in closing let me say that my old Colt Python shoots everything (and well I might add) as does my Ruger 44mag. Alaskan and the guy at the range the first time had an old Taurus-all my Hard Primers went bang there too!!!!!!!!!
BUYER BEWARE!!!!!!!!!!!!!!!!!!!!!!!!!!!
 

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Unfortunately this has become the norm. Not specifically with Smith & Wesson but most Company's.

Company's and Corporations were once proud in providing Quality Customer Service. Those days are long gone (with a few exceptions). Now to save a buck, they lay-off the experienced employee and hire a rookie for much less (no longer is there the loyalty between employer and employee).

Now, the rookie employee is not trained (too expensive) nor are they empowered to interface properly let alone manage a disappointed customer. They are left to fend on their own. This 1st line of defense is especially reluctant to go to their supervisor and ask them for support. That supervisor typically does not know either and is now peeved because of being brought into the loop. This guy/gal typically unwittingly adds fuel to the fire making us shake our heads even harder.

Thus we the Customer must bite our lips and escalate the issue (typically 2 or 3 layers up) before we get to an individual with the skills and one that is empowered to smooth our ruffeled feathers.

It's not news to these corporations. They are well aware of the hit they are taking in Customer Service. However, it is outweighed by their bottom line.

Stand your ground, be calm, document and escalate, eventually you will get to someone that will put your issue to bed. The key is to stay calm. Its too bad we have to jump thru these hoops but it has becoming the norm (but there are always exceptions).
 

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I know it can be extremely frustrating. Personally I have had great service from S&W the past year or so, more than great, exceptional. I send customers firearms back to various manufactures regularly and unfortunately EVERY one has their dip sticks. vdm hit the nail on the head, very sound advise.
 

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Sorry to hear of your difficulties . Let me see if I can get this problem headed in the right direction . I'll let you know when I come up with something .
 

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Discussion Starter · #5 ·
That is very nice of you -thanks in advance ---I actually emailed them and asked if they would allow me to return the gun/holster....for a refund--I know I could never carry it -I would have no confidence --thanks agin !!
 

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As promised , I had contacted the S&W district sales manager , Jack Delozier regarding your difficulties . He has been attempting to contact you by email without success . He is at [email protected]

S&W has given us excellent customer service for many years .
 

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Discussion Starter · #7 ·
I thank you again for your efforts -I will advise the outcome .
 

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Discussion Starter · #8 ·
As a follow up -----------Smith and Wesson has stood behind their product and has issued a full refund ....yes,it took a bit of time but in the end they did do the right thing .
 
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