S/W 1911 PD issues w gun and customer support

Discussion in '1911 Forum' started by Desperado-OPs, Feb 19, 2010.

  1. Desperado-OPs

    Desperado-OPs New Member

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    I purchased a SW1911PD w/crimson trace about 2 years ago and have only put about 200 rounds through it. While reassembling the gun after cleaning, I accidentally dropped the gun from waist level and the front of the frame impacted the concrete range floor at my PD. As a result, the frame cracked off on each side about a 1/4 to 1/2 inch. I called SW and explained the issue and they told me to send it in along with a letter explaining the issue. It costed me $60 to FedEx overnight it to S.W.. About 2 weeks later I get an invoice in the mail for $445 (LEO discount applied).
    I call S/W back and talk to a rep who says that the damage was my fault since I dropped it. I explain to him that it occured during reassembly after cleaning and that the gun should not be damaged from a 3 foot fall. I don't know if the scandium alloy they use is a weak material or what. I've dropped my cell phone from distances much higher and have no damage. How is it possible that such an insignificant drop could cause this damage? I could understand if I ran over it with a tank or dropped it out of an airplane like a Glock but a 3 foot fall, C'mon!
    Anyways, if you were on the fence about buying one of these scandium guns, my advice is to stay away from it unless you plan on putting it in a velvet lined case that is only inches from a carpeted floor.
    The durability is unacceptable. At least I know not to ever consider using this as a duty gun.
    If you agree with me that this hould not have heappened then please pass the word to anyone you know who is considering this gun.
    Here's a link to the model I have:
    http://www.smith-wesson.com/webapp/w...egory_rn=15709
     
  2. lonyaeger

    lonyaeger New Member

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    So the purpose of your very first post in this forum is to flame Smith and Wesson?

    I have one and I love it. The service I've received from Smith has always been exemplary.
     

  3. Shihan

    Shihan Active Member Lifetime Supporter

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    At least they gave you the LEO discount.
     
  4. NGIB

    NGIB New Member

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    To me it's like wrecking your car and asking for a new one...
     
  5. Desperado-OPs

    Desperado-OPs New Member

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    The purpose of my post is twofold. One of the reasons is to vent because I'm frustrated by the lack of support provided by S&W. And the second reason is to tell my story so that others that may have been considering this gun and gun company can read about the problems I've had with this particular model.
    My first duty gun was a S&W 5906 9mm. I never had a problem with the gun. It shot flawlessly. I never had to contact customer support about the gun so I don't know how they would've handled an issue like this in 1993.
    I'm not flaming anyone, BUT I know that if I would've read a negative post about the durability of any gun I was considering as a duty gun I would've thought twice before spending $1200.
    Wouldn't you want to know if there may be durability issues with a lightweight alloy gun you were considering buying?
     
  6. Desperado-OPs

    Desperado-OPs New Member

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    No. Its more like hitting a pothole with your car and the doors fell off. The gun should be made to withstand some abuse. It's a gun, not an egg.
     
  7. willfully armed

    willfully armed New Member

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    You should have shopped around. Just saw one Local for $600. ANd yes, it was a PD
     
  8. lonyaeger

    lonyaeger New Member

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    It's just an unusual first post. Most first-timers just kinda introduce themselves before they start talking bad about a certain gunmaker.
     
  9. Dillinger

    Dillinger New Member

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    I wish I could say that this surprises me, but it does not. Smith & Wesson does have a reputation for being "difficult" in the warranty area of their purchases. This is not the first story that I have heard, but I have personally never experienced it first hand.

    I can appreciate wanting to get the word out there, especially when you spend that kind of money and then have to turn around and spend more. The guys, at times, get a little over protective when a new poster comes in looking to tell a story of horror and woe.

    We should all take a few minutes and consider what we would do if this had happened to one of us and we were not already part of a gun forum. Would you not want to let the information get out to the people who could be affected by it?

    Did you take any pictures of the damage by any chance? Can you scan the letter back from S&W just so everyone can see the dis-service for themselves?

    Sorry to hear you got bent over on a pricey gun. I am not a fan of poly or "other" framed weapons, which is why I carry steel exclusively.

    Are you keeping the repaired weapon?

    Best of luck in the future.

    JD
     
    Last edited: Feb 20, 2010
  10. lonyaeger

    lonyaeger New Member

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    Sure I would. Just want to know the cred is there before making what could be damaging statements about a company.
     
  11. Desperado-OPs

    Desperado-OPs New Member

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    I apologize for not introducing myself in the new members arena of your forums. I've actually been a regular on a number of the other gun forums, however, I rarely post anything.
    In the past, prior to buying a new gun I would scour the forums and google the make and model of any pistol, shotgun, muzzleloader or rifle I was considering buying. I would read all the posts regarding the models I was interested in and regarding customer support. I would almost always factor those discussions prior to spending the $. This 1911 is not my first, it's actually my third (if you consider the one I had in the Army M.P.s). My other 1911 is a full sized Springfield Armory that I had tricked out for PPC. That gun has been very durable as have my Glock, 3 Sigs, a Bersa .380 (don't laugh), a Beretta .22, a Thompson Center muzzleloader, a Benelli Super Black Eagle 2, Lanber shotgun, and two remington 30-06s. I'm sure I'm forgetting some guns but my point is that I'm not new to guns.
    I don't mean to offend anyone on your forums and respect the opinions of the members even if they are not my own opinion.
     
  12. lonyaeger

    lonyaeger New Member

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    Welcome to the forum, no harm done, just tryin' to help. ;)
     
  13. Desperado-OPs

    Desperado-OPs New Member

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    I hope that what happened to mine does not happen to any of you, but if it does, I forewarned you.
    I will take photos of the gun and post them in here as soon as I can. I will also scan the invoice from S/W but I can't get to it today because I actually left it at work while I was trying to call a customer service supervisor. Oh yeah that reminds me of another part of the incident. I called and requested a supervisor the following day, was transferred to a woman's voicemail and never received a call back (that was 3 days ago).
    Again, I'm sorry for stirring the proverbial pot.
     
  14. Desperado-OPs

    Desperado-OPs New Member

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    The functionality of the gun wasn't affected so I asked them to return it to me without changing out the frame. S&W did perform a funtionality/reliability test which it passed.
     
  15. Dillinger

    Dillinger New Member

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    Desperado, there is no harm done. We have had people come along and trash this company or that company in their first post with no real evidence.

    As I know a bit about S&W and their auto-line problems, I was a little more accepting because this is NOT the first time I have heard of such a "type" of case.

    The guys here are all really good guys. Lon gets a bit defense of his new forum because he does like it here so much and doesn't want to see it "tarnished" with "unsubstanciated" claims.

    As I said, no harm done. If you stick around, you will see that the guys here really care about reputation and are always a bit concerned when a "new" guy shows with a woe story and no pictures.

    Welcome aboard.

    JD
     
  16. Desperado-OPs

    Desperado-OPs New Member

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    I took the photos of the frame to post on here but my battery died. It should be charged enough in about 5 or so minutes so I thought I'd give some more info...
    So I posted the same original thread on a few other forums to spread the word and one of them actually deleted it because it was considered to be a negative post. I don't get it. I'm actually trying to be helpful. Here's a copy of a post I made in response to another guys remarks on yet another web site. I'm thinking now that I made a mistake by even presenting this issue on any website. It seems to be a waste of time. I said I will post pics and the invoice so I will do that but I'm getting aggravated with having to defend myself for trying to point out what I consider to be a durability issue and a customer service issue.



    Originally Posted by xxxxxxx
    Let me see if I understand this. You dropped a lightweight handgun made of semi exotic alloy onto a CONCRETE floor which cause cause multiple frame cracks. Then, you expect Smith & Wesson to repair this on their dime because it was a defect in materials or workmanship?

    IMHO, I think that's unreasonable. If you expect a scandium framed weapon to have the same durability that tactical tupperware does, perhaps that is the reason Glocks are made of plastic and are heavily LEO issue. They are essentially a tool which will perform reliably & provide acceptable accuracy levels even when given less than TLC. With scandium, it would seem to me that, regardless of the model and manufacturer, your trading reduced weight for durability.
    Bruce




    I'm with you on part of that statement you made. This particular gun is made and advertised on S&W's L.E. page also. It is NOT a viable option as a primary L.E. gun in my opinion. I want you to understand that real life gun fights don't always happen on carpet. They happen on the streets and sidewalks. It is not unlikely that in an actual gunfight you may drop your gun or fall to the ground at a distance above 3 feet. To me a gun is a tool. A tool that my life depends on. If that tool can't take minor abuse then it is useless to me. If my post can prevent another cop from getting hurt because he doesn't carry this gun into a potentially life ending battle, then my goal is accomplished. If you like to baby your tools or only shoot your gun to make nice holes in a paper target only then that is your choice. My gun needs to be able to withstand the reality for what is was created for.
     
  17. Dillinger

    Dillinger New Member

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    I would agree with your last statement. A real fire fight is not going to take place in the comfort of the Mcdonald's playball pit. :rolleyes:

    You might be in a situation where you slip and fall during a run, you might just tumble to get into cover and slam your weapon off the Earth and find yourself holding a really expensive rock. :eek:

    Try to not get discouraged. People, on this forum, didn't know you from Adam. You could be some low level employee from a competing company or you could be a 12 year old talking about of your starfish.

    I sincerely think that if you spend some time here, you will appreciate that the people here truly care about all things firearms related and that includes a companies reputation.

    JD
     
  18. Desperado-OPs

    Desperado-OPs New Member

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    This website has been the most open so far. The website that deleted my post had some really good discussion going until the moderator deleted it.
     
  19. Desperado-OPs

    Desperado-OPs New Member

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    If all goes right here are the pics of my 1911.
    [​IMG][/IMG]
     
  20. Desperado-OPs

    Desperado-OPs New Member

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    Ok first try didn't work. Here's #2.
     

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