You Won’t Believe Me: The Most Insane, Unmatched Customer Service Experience From Smith and Wesson

Published on March 9, 2025
Duration: 11:11

This video highlights an exceptional customer service experience with Smith & Wesson, contrasting it with less satisfactory interactions from other manufacturers like Sig Sauer. The speaker details a friend's experience with a used Smith & Wesson M&P 40 Shield Performance Center that suffered repeated malfunctions. Despite the firearm being purchased used, Smith & Wesson repeatedly serviced it without charge, ultimately replacing it with a brand new, higher-value M&P 9 2.0 Subcompact. This level of service is presented as a benchmark for firearm manufacturers.

Quick Summary

Smith & Wesson's customer service is highlighted as potentially the best globally. They provided exceptional support for a friend's used M&P 40 Shield Performance Center, which suffered from persistent malfunctions. After multiple free service attempts, S&W replaced the used firearm with a brand new M&P 9 2.0 Subcompact, a resolution that far exceeded the initial purchase price and demonstrated remarkable commitment to customer satisfaction.

Chapters

  1. 00:00Intro: Firearm Issues Are Normal
  2. 00:41The Importance of Manufacturer Response
  3. 00:54Negative Customer Service Examples (Sig Sauer)
  4. 01:23Positive Customer Service Example (Taurus GX4)
  5. 01:43Introducing the Smith & Wesson M&P 40 Shield PC
  6. 02:45The Used Firearm Purchase and Malfunctions
  7. 03:26Smith & Wesson's First Service Attempt
  8. 03:56Second Service Attempt and Continued Issues
  9. 04:03Third Service Attempt and Diagnosis
  10. 04:15Smith & Wesson's Incredible Resolution
  11. 04:38The Replacement Firearm: M&P 9 2.0 Subcompact
  12. 05:10Smith & Wesson's Broad Product Line
  13. 05:30Financial Value of the Resolution
  14. 05:59Conclusion: Best Customer Service in the World?
  15. 06:26Final Thoughts on Manufacturer Responsibility

Frequently Asked Questions

What makes Smith & Wesson's customer service stand out?

Smith & Wesson demonstrated exceptional customer service by repeatedly servicing a friend's used M&P 40 Shield Performance Center that had persistent malfunctions. When they couldn't fully resolve the issue, they destroyed the firearm and provided a credit, allowing the owner to receive a brand new M&P 9 2.0 Subcompact, a firearm of higher value.

How did Sig Sauer's customer service compare to Smith & Wesson's?

The video contrasts Sig Sauer's approach negatively. When a friend needed an extractor for a Sig Sauer P320, the company charged $50 for a shipping label and to inspect the firearm, which the speaker found unreasonable compared to Smith & Wesson's free and extensive service.

What specific firearm was the subject of the exceptional Smith & Wesson service?

The firearm was a used Smith & Wesson M&P 40 Shield Performance Center (1.0 model). Despite being purchased used and experiencing repeated failures to feed, Smith & Wesson provided extensive support, ultimately replacing it with a new M&P 9 2.0 Subcompact.

What were the issues with the used Smith & Wesson M&P 40 Shield Performance Center?

The used M&P 40 Shield Performance Center experienced consistent failure-to-feed malfunctions. Investigations suggested potential interference from the slide stop scratching rounds or issues with the feed ramp, causing the firearm to jam repeatedly.

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