Maybe try sending pics to higher-ups, if you can find their emails.

President, VP, QC, all “cc’d” so they know each other got it.

Let them know the situation, and say you’d like to give them a chance to rectify it, before you post it on national gun forums, FB, etc.

Worth a shot.

I’m guessing that the “big picture” folks don’t necessarily know this shoddy shit is leaving there.

Both times it went back to Mass.

The guy I spoke to on the phone said he'll speak to his manager about these issues.

I think I'm going to hit the range on Monday and shoot the 686 again. If I have issues with that I'll call them again to send both back.

If I do not have any issues I will call back and specifically ask that no work be performed without my prior knowledge of what will be done.

There was no reason for the barrel to be touched. And now I have a canted barrel and a rear sight that still hasn't been addressed. Had they told me they were messing with the barrel I would have asked why and stopped them from doing that immediately.


And I get the whole finding someone nowadays isn't as easy as it used to be. But that's why you have your most experienced guys QCing what the less experienced guys do before shipping something out. Now they will be paying shipping twice for an issue that wasn't addressed the first time.

Try sending an email to: msmith@smith-wesson.com

Another example of similar low quality customer service from S&W:
https://marklivesthings.medium.com/open-letter-to-smith-wesson-ceo-mark-p-smith-921576a6f882

Thank you, I will keep that in my pocket and see what happens when I call back.

Damn, that’s a great idea!

Did you check the serial number? Is it YOUR gun?

I haven't sent anything to them in many years, the results were satisfactory. The more I read the more I think I never will again.