Quoted:
I got my 500 back today from S&W. I notced the gun was dirty and I also noticed that the new cyclinder looked used, but i was reassured that it was a new replacement along with a new cylinder stop and spring. I verified from a manger who told me they leave it dirty so that the customer can see it was fired. At the range, I had a total of six failures this evening out of forty rounds(cylinder still doesn't rotate). Aside from being totally disgusted from the lack of quality control at S&W, their policy of replacing any firearm that comes back a third time is a myth as I was told toninght.
I told the CS rep that is it not what I was previously lead to belive. I was told that the business manager would look into any firearm that was returned a second time. I mentioned that I was also told that any S&W firearm that is returned a third time is automatically replaced with a new firearm. The thought of just trading the damn thing in crossed my mind but I wouldn't want someone else to get a headache. I plan on making a request for reimbursement, which will never be approved, but it sounds like they won't replace the revolver either.
I'm now convined that the cylinder is used and I was BS'd by everyone that I spoke to at Smith&Wesson!
I had some rather odious problems with an early production E Series 1911TA which, after being returned to S&W twice for repair, continued to be the most unreliable turd of a handgun I had ever owned in almost 50 years.
Here's what I did.
I sent a copy all correspondence by registered mail receipt requested, to James Debney, President of Smith and Wesson Firearms along with that which I sent to the service department.........new pistol delivered by Fed-Ex and it's been excellent.
When you speak to the next service representative, calmly inform them that you will be involving Mr. Debney in all further communications.
(BTW; at the time of my difficulties, the individual who was running the customer service department was Kate Fredette, speak to her and CC her as well and let her know that you are including Mr. Debney in the matter.)
When you include your well written, concise explanation of what is wrong with your revolver, and calmly mention your disgust with the product and the service you have received, clearly CC James Debney at the bottom of the page and send him a copy of the correspondence by registered mail, receipt requested.
Be sure to include the previous work order numbers and exactly what they claimed to have done under each work order and mention your active participation in this and other heavily read Internet handgun forums.
Most of all; stay calm, cool, and business like in all your dealings with the company and let them know in no uncertain terms that
"Smith & Wesson clearly has the resources to correct the situation and the company needs to apply them at this time".
Good luck and let us know how you eventually made out.
Mr. James Debney, President Firearms
Smith & Wesson
2100 Roosevelt Avenue
Springfield MA 01104