| Author |
 Topic  |
|
|
Nathan
Big Sky Guy
USA
21543 Posts |
 Posted - 07/11/2012 : 15:22:47
|
this is a picture of my M&P handguns (not to mention my many revolvers, third gen automatics, and even rifles including several M&P15s as well as the I-bolt!). im sending you back the shield for the third time now for the SAME ISSUE that you cannot seem to fix. this is your last chance to keep me as a customer. show me some love here, or ill go back to buying glocks.
seriously...last chance. |
Nathan In Montana, carrying a Gen4 Glock 19 loaded with Federal 147 grain +P JHPs carried in a Galco King Tuk thats worn on a Wilderness Instructor's belt.
NRA Certified Instructor, Rifle, Shotgun and Pistol
 |
|
|
Chemist
Senior Member
1216 Posts |
Posted - 07/11/2012 : 16:00:03
|
Subtle...
Pretty picture. Those ones work, right? If not, then ugly picture. |
 |
|
|
YooperTrav
Average Member
USA
785 Posts |
Posted - 07/11/2012 : 16:58:34
|
Nathan, the bad part is I dont think they really care if you (or I) dont buy their products. Im fairly certain those guys who do warranty repair work are only punching a clock. I dont expect my gun to be fixed when I get it back. I think the only way it will get fixed is by elevating the issue to somebody who is repsonsible for QC.
it is seriously disappointing and discouraging but it is what it is. |
GOD BLESS AMERICA
|
|
|
|
zonker1986
Advanced Member
USA
8190 Posts |
Posted - 07/11/2012 : 19:09:15
|
quote:
Originally posted by YooperTrav
Nathan, the bad part is I dont think they really care if you (or I) dont buy their products. Im fairly certain those guys who do warranty repair work are only punching a clock.
with that attitude, many companies no longer have a clock for them to punch.  There is not one person in a company that is not involved in customer service. If they're not, they need to find new work.
I have several M&P's....I won't buy another Smith & Wesson anything until they quit acting like Taurus customer service and address the issue head on. And SW Customer Service, please quit acting like you've been drinking from the Fountain of Stupid every time you are contacted regarding the failure of the Shield to properly return to battery. Man the hell up and admit you have a problem...Ruger sure seems to know how, and fixes their problems and moves on.
If someone reading this from the Smith & Wesson Forum would like to copy this and take it back to the Smith & Wesson mothership, knock yourself out. But since this Sheild thing is a non-issue on the SW Forum, I'm not holding my breath. |
...7 Round Mag Limit? Silly Politicians!! |
|
|
|
GunNut
Average Member
USA
821 Posts |
Posted - 07/11/2012 : 19:19:51
|
Zonker's absolutely right. I think this needs to go to the CEO or at least the product manager for the Shield. But, Nathan, just in case it becomes too much for you to keep the M&P's (they sure look nice), I'm here for you buddy- lemme know when you need a shipping address... :)
This is really disappointing, and I don't even own one (maybe/yet). I have many Smiths and really liked the concept of the Shield, but their response is ridiculous. |
An armed society is a polite society. |
|
|
|
yankeejib
Advanced Member
USA
3028 Posts |
Posted - 07/11/2012 : 19:25:04
|
| Yowza, as a Smith fan, I have to consider my options if they can't produce. DISCLAIMER: I've never bought a new one..... |
Sincerely,
Professor Stu Padasol
"Doing what others find difficult is talent. Doing what others find impossible is genius."
"Why be difficult when with a little more effort, you can be entirely impossible."
I carry a gun because I can't throw a rock 1250 feet per second.
God did not create all men equal, Sam Colt did.
"The next best thing to being clever is being able to quote someone who is."
 |
|
|
|
1813Anschutz
Advanced Member
USA
2292 Posts |
Posted - 07/11/2012 : 19:30:55
|
Nathan,
When you call S&W ask to speak directly to Kate Fredette in Customer Service(I think spelling is right) or Mrs. Sousa.
Either of them are top notch pro's and will take very good care of you.
Randy |
"The more I shoot,the LUCKIER I seem to get!" |
|
|
|
Chris_T
Moderator
USA
2870 Posts |
Posted - 07/11/2012 : 20:02:12
|
quote:
Originally posted by 1813Anschutz
Nathan,
When you call S&W ask to speak directly to Kate Fredette in Customer Service(I think spelling is right) or Mrs. Sousa.
Either of them are top notch pro's and will take very good care of you.
Randy
Is it just me or is this statement a testiment to recent S&W quality? Seriously if your customers know your CSRs by name and can tell eachother or others WHO to ask for to get the best service then your in REAL trouble as a company. |
This post may contain opinions that are not intended to be popular. 
"Those who sacrifice liberty for security deserve neither" - Benjamin Franklin. |
|
|
|
1813Anschutz
Advanced Member
USA
2292 Posts |
Posted - 07/11/2012 : 21:28:37
|
Bull......
When you recieve exemplary service you remember those people and have NO reservations about recommending those people to others. For me S&W Customer Service is still second only to Dillon.
You would do the same thing if you had a friend that need help and you knew who to refer them to..
You are casting aspersions where none exist.
Randy |
"The more I shoot,the LUCKIER I seem to get!" |
|
|
|
deadguy
I see dead people
7297 Posts |
Posted - 07/12/2012 : 02:10:12
|
Shoulda bought a 1911.  |
People are getting fatter everyday. 10mm isn't just for bears anymore. |
|
|
|
RandyM
Junior Member
USA
437 Posts |
Posted - 07/12/2012 : 03:32:02
|
quote:
Originally posted by Chris_T
quote:
Originally posted by 1813Anschutz
Nathan,
When you call S&W ask to speak directly to Kate Fredette in Customer Service(I think spelling is right) or Mrs. Sousa.
Either of them are top notch pro's and will take very good care of you.
Randy
Is it just me or is this statement a testiment to recent S&W quality? Seriously if your customers know your CSRs by name and can tell eachother or others WHO to ask for to get the best service then your in REAL trouble as a company.
That isn't my experience in 30 years of some kind of customer service. If a customer knows you by name, and refers others to you, it's a testament to you as a customer assistance pro. |
A equals A
|
|
|
|
Chris_T
Moderator
USA
2870 Posts |
Posted - 07/12/2012 : 05:34:53
|
Maybe it is just that they are that good, I've not delt with them personally.
my point was, IF you've called enough to know this person or that person will take care of you best (the meaning i gathered, maybe i gathered wrong) then there's been quite a bit of contact.
RandyM, I in no way mean that those two are not good, infact I agree the fact that he recomends them as CSRs IS indeed a COMPLIMENT to them personally.
It is VITAL that a company have good CSRs. It is also VITAL that a company have good enough QC that the CSRs are not busy with the sort of complaints that lead to this thread. |
This post may contain opinions that are not intended to be popular.
"Those who sacrifice liberty for security deserve neither" - Benjamin Franklin. |
|
|
|
DaddyO16
Advanced Member
USA
6007 Posts |
Posted - 07/12/2012 : 07:43:22
|
| Get a M&P9c... |
|
|
|
1813Anschutz
Advanced Member
USA
2292 Posts |
Posted - 07/12/2012 : 08:07:59
|
Chris....your message gives a very mixed message. On one hand you think it is vital to have great Customer Service and then on the other hand when I give the names of 2 CSR's that have been outstanding to Nathan you chide S&W because I know their names....just had to have called them so many times......Which is it?
BTW, I gave their names to Nathan because they are PRO's and will take outstanding care of him.... this comes from first hand experience.
Randy
PS... When I call any company for customer service I always ask the person's name and their extension and on a number of occasions where I recieved superior service have called their supervisor and let them know that this rep. went way above company policy to serve me. Most people call supervisors to complain...I have complained on occasion, but when truly outstanding skills and hep are shown I want their supervisor to know it.... as it is a vanishing skill in today's world. |
"The more I shoot,the LUCKIER I seem to get!" |
|
|
|
Chris_T
Moderator
USA
2870 Posts |
Posted - 07/12/2012 : 17:48:55
|
quote:
Originally posted by 1813Anschutz
Chris....your message gives a very mixed message. On one hand you think it is vital to have great Customer Service and then on the other hand when I give the names of 2 CSR's that have been outstanding to Nathan you chide S&W because I know their names....just had to have called them so many times......Which is it?
Now see your hitting on the very reason for the mixed message.
YES customer service is an important part of any company. but normally there are 2 ways MOST people know a CSRs name anymore, one they had terrible service and took the name so they could call and complain, or they have contacted the company so many times they have gotten to know the CSRs. The latter was my assumption, and possibly a wrong one.
And the chide was not on S&W's CS but more on the QC. You see in Nathan's OP he's sending the gun back for the 3rd time, had QC done their job correctly that gun wouldn't have left the 1st time unfixed much less a second.
Now maybe I'm harder on QC than most because of the industry I work in. If we have QC issues we loose customers, or more specifically our customers loose customers witch makes them move to another manufacturer. In the diaper business a mom has a bag of leaky diapers she doesn't buy that brand any more and moves on to another. QC slips can easily ruin you in my industry.
I hope my position is becoming more clear.
quote:
BTW, I gave their names to Nathan because they are PRO's and will take outstanding care of him.... this comes from first hand experience.
Randy
PS... When I call any company for customer service I always ask the person's name and their extension and on a number of occasions where I recieved superior service have called their supervisor and let them know that this rep. went way above company policy to serve me. Most people call supervisors to complain...I have complained on occasion, but when truly outstanding skills and hep are shown I want their supervisor to know it.... as it is a vanishing skill in today's world.
You realize you are in the minority here right? My wife was a CSR before leaving the working world to be a stay at home mom and rarely did anyone call to praise ANYONE at her company. The managers dealt with complaints.
|
This post may contain opinions that are not intended to be popular.
"Those who sacrifice liberty for security deserve neither" - Benjamin Franklin. |
|
|
|
1813Anschutz
Advanced Member
USA
2292 Posts |
Posted - 07/12/2012 : 20:13:32
|
That's the kind of guy I am.....I will give credit and accolades when they are earned. BTW, for what it is worth I had a Springfield Armory 1911 go back 3 times before they ended up replacing the slide....problem is gone forever now...You can have problems...even repeated problems with any manufacturer...the difference is in how they take care of you in the mean time. S&W and Springfield have taken VERY good care of me over the years.
Randy |
"The more I shoot,the LUCKIER I seem to get!" |
|
|
| |
Topic |
|
dear S&W
