Just for reference, here is the original thread: http://www.thefirearmsforum.com/showthread.php?t=87183
So I sent my M&P back to Smith through my local gun store initially on 2/25. I called Smith to make sure they received it and they did. I explained the problem to the person I spoke to on the phone, he assured me they would replace the slide and have it back to me in about 3 weeks.
Sure enough 3 weeks later I get a call from the shop I sent it out through, they had gotten it back from Smith, so I went on 3/20 to go pick it up. I get to the shop, they bring out the firearm and I immediately take it down to check the underside of the slide.
They had done nothing. Apparently, there was some sort of "clerical error" at Smith and they replaced the wrong part.
Needless to say I was less than pleased.
I had the store send it back and asked them to follow up with Smith to see if they could get the repair expedited since they messed up the first time. He assured me he would talk to them.
Fast forward a week later to 3/28, Smith has finally checked in my gun. I call Smith and explain the situation to them and ask them to do what they can to expedite the service. I wait on hold to speak to someone for over 10 minutes. The Smith rep basically doesn't seem to care about my issue and tells me it will be 2-3 weeks to have the repair done. I again explain to him the issue I had with the previous repair, he doesn't seem to care and seems mildly annoyed that he has to listen to me and basically says "sure, whatever." and says I should have it in a week. I'm a bit frustrated from his lack of professionalism and tact but I really don't care, if this guy can deliver and get me the gun back in a week I'm happy.
I call back on 4/4. I still have no gun. I wait on hold for over 15 minutes to speak to someone. This time the gentleman I talk to at least is sympathetic to my situation and apologizes. He assures me he will have the repair expedited and I will have the gun shipped back by Friday (4/8).
I call today. I wait on hold for a little under 10 minutes. I explain my situation again. The rep is semi-interested, and then tells me, (after I explain to him I was promised to have the repair expedited twice) that they received the gun on 3/28 and it typically takes 2-3 weeks.
I've had it I asked to be transferred to a supervisor. He transfers me to her. I get voicemail. I leave a voicemail. I am officially on ten. I call back and ask to be transferred to a supervisor, the receptionist is nice and assures me she will pass a note to "Kate" to have her call me before she leaves. I get no phone call.
I will never buy another Smith and Wesson product again.
I took receipt of this firearm on 1/25 of this year. I have officially now been without this gun more than I have been with it since I purchased it. Everyone tells me what a great customer service department Smith & Wesson has. I'm not buying it.
I understand people make mistakes. I understand repairs can take time. I don't understand how people can continue to feed me lines of bull just to get me off of the phone and treat me like I'm a pain just for asking them to do what they said they would do. Once would be an isolated incident, twice could be a coincidence. This many times is indicative of just horrible customer service, they should be ashamed.