5280 Armory

[Brass]

I bought a brand new S&W Performance Center revolver from 5280 Armory about a month and a half ago. A couple of weeks later, while it was still UNFIRED, I took off the sideplate to put in a spring kit and saw rust. Not only on the surfaces, but inside the threads. Probably left-over coolant from the machining at S&W - not the store's fault, just a manufacturing problem - it happens...

I did not want to go through the hassle and delays of dealing with S&W and shipping, so I called the store and very politely asked them to exchange the still-unfired revolver for another one just like it.

His one word answer: "Nope", and then a long silence. Nothing else.

Again, I very politely made sure he understood that I don't think it is the store's fault, and I'm not asking for a refund, just a convenient exchange option since they are a S&W dealer and I think they should stand behind their product and go through the process of exchanging a defective gun as part of the "customer service" that sets a brick-and-mortar store apart from the internet dealers.

Again, one word answer: a sharp "Nope" and a long, long silence.

I don't know if he was the owner, or an employee. This is the guy who answers their phone by saying "I can help you!"

Anyway, Smith and Wesson emailed me a shipping label, so I'm sure they'll take care of the customer even though 5280 Armory won't. I'm not mad at them, just don't see the point of buying from a local store that offers ZERO customer service - instead, I'll just buy from online dealers at a lower price and no sales tax.

[ronaldrwl]

I bought a brand new S&W Performance Center revolver from 5280 Armory about a month and a half ago. A couple of weeks later, while it was still UNFIRED, I took off the sideplate to put in a spring kit and saw rust. Not only on the surfaces, but inside the threads. Probably left-over coolant from the machining at S&W - not the store's fault, just a manufacturing problem - it happens...

I did not want to go through the hassle and delays of dealing with S&W and shipping, so I called the store and very politely asked them to exchange the still-unfired revolver for another one just like it.

His one word answer: "Nope", and then a long silence. Nothing else.

Again, I very politely made sure he understood that I don't think it is the store's fault, and I'm not asking for a refund, just a convenient exchange option since they are a S&W dealer and I think they should stand behind their product and go through the process of exchanging a defective gun as part of the "customer service" that sets a brick-and-mortar store apart from the internet dealers.

Again, one word answer: a sharp "Nope" and a long, long silence.

I don't know if he was the owner, or an employee. This is the guy who answers their phone by saying "I can help you!"

Anyway, Smith and Wesson emailed me a shipping label, so I'm sure they'll take care of the customer even though 5280 Armory won't. I'm not mad at them, just don't see the point of buying from a local store that offers ZERO customer service - instead, I'll just buy from online dealers at a lower price and no sales tax.

I'm pretty sure they can't just swap them. The serial#'s are already registered.
My experiences have been good. I've bought a lot of stuf from them. They have the best gun selection on the wall you can actually hold. The floor guys are helpful and nice. The owner is pissed because he has to deal with the public every fricking day. I know I used to own a store (not guns).

[bellavite1]

I'm pretty sure they can't just swap them. The serial#'s are already registered.
My experiences have been good. I've bought a lot of stuf from them. They have the best gun selection on the wall you can actually hold. The floor guys are helpful and nice. The owner is pissed because he has to deal with the public every fricking day. I know I used to own a store (not guns).

If he does not like to interact with people he is in the wrong business.
Plenty of employment flipping hamburgers in a McDonalds kitchen
Just you and the stove...

[ghettodub]

I'm pretty sure they can't just swap them. The serial#'s are already registered.
My experiences have been good. I've bought a lot of stuf from them. They have the best gun selection on the wall you can actually hold. The floor guys are helpful and nice. The owner is pissed because he has to deal with the public every fricking day. I know I used to own a store (not guns).

Maybe they can't just swap them, but you can still say no to a customer without sounding like an ass when you do it. That pisses me off when people act like that, and I won't give any of my money to people like that. In business and at jobs, I've had to say no plenty of times, and there is a right way to do it...

And if you don't like dealing with the public every day, then don't start a business where you deal with the public...

[Brass]

I'm pretty sure they can't just swap them. The serial#'s are already registered.

While that may be the case in some states or municipalities, there is no firearms registration here. There is no regulatory reason for refusing to exchange a defective brand new unfired gun.

The guy can set his customer service policy any way he wants to. His store - his rules. No sweat - consumers still have plenty of options for their preferred combination of product/price/service. I'm not dropping any more dough with a guy who's customer satisfaction policy can be expressed in one word - "Nope".

[sneakerd]

He could have at least explained to the customer that it would be easiest for him to simply return the pistol to S&W. No doubt S&W would service and correct the problem on a brand-new gun. The "Nope" is poor CS and a turn-off.

[Irving]

Every single gun shop I've ever been in, has made a comment to me about certain guns that they've had to take back and send off to the manufacturer.

[mrghost]

I bought a brand new S&W Performance Center revolver from 5280 Armory about a month and a half ago. A couple of weeks later, while it was still UNFIRED, I took off the sideplate to put in a spring kit and saw rust. Not only on the surfaces, but inside the threads. Probably left-over coolant from the machining at S&W - not the store's fault, just a manufacturing problem - it happens...

I did not want to go through the hassle and delays of dealing with S&W and shipping, so I called the store and very politely asked them to exchange the still-unfired revolver for another one just like it.

His one word answer: "Nope", and then a long silence. Nothing else.

Again, I very politely made sure he understood that I don't think it is the store's fault, and I'm not asking for a refund, just a convenient exchange option since they are a S&W dealer and I think they should stand behind their product and go through the process of exchanging a defective gun as part of the "customer service" that sets a brick-and-mortar store apart from the internet dealers.

Again, one word answer: a sharp "Nope" and a long, long silence.

I don't know if he was the owner, or an employee. This is the guy who answers their phone by saying "I can help you!"

Anyway, Smith and Wesson emailed me a shipping label, so I'm sure they'll take care of the customer even though 5280 Armory won't. I'm not mad at them, just don't see the point of buying from a local store that offers ZERO customer service - instead, I'll just buy from online dealers at a lower price and no sales tax.

I find that kind of one word response from customer service infuriating.

Also, when a brand new firearm requires some kind of in-warranty service, don't most gun dealers at the very least usually offer to handle working with the manufacturer on the customer's behalf?

I discovered some rusty spots on a brand new rifle I had ordered online. It was transferred through a private FFL-holder, so I sent it back directly to the manufacturer... aside from having to wait longer to get to actually fire the weapon, it wasn't too much of a hassle.

[BPTactical]

Gonna sit back and eat the popcorn and drink a beer on this one....................

[bellavite1]

Gonna sit back and eat the popcorn and drink a beer on this one....................