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Author Topic: Think you ordered mags from S&W? Nope...  (Read 3975 times)

RetroGrouch

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Think you ordered mags from S&W? Nope...
« on: January 10, 2013, 02:54:29 pm »
I got this e-mail this morning:

"Dear Smith & Wesson online customer,

The order you placed on the Smith & Wesson website between 3 PM Friday, December 28 and 7 AM Monday, December 31 could not be processed.  Due to a computer problem, a group of orders placed on the Smith & Wesson website during that time period were not capable of being uploaded to our system to generate the order in-house.  Only a specific group of orders placed within that timeframe were affected and your order was part of that group.

We sincerely apologize for this inconvenience. If your order was for a magazine or M&P upper assembly, those items were out of stock at the time you placed the order and are still currently out of stock and on backorder. 

Thank you for your understanding in this matter. We will be taking steps in the coming weeks to prevent this type of problem in the future.

Smith & Wesson"

So, since I have an order number and created a S&W login to make this purchase, I called S&W's legendary customer service.  On my second attempt at navigating through their automated telephone system I got to talk to a human being after being on hold.

Me:  So my order didn't go through?

S&W:  No.

Me:  Did you charge my credit card?

S&W:  No.

Me:   Did you put my order on backorder?

S&W:  No.  CLICK

Yep, that sure is world class customer service.
Arizona

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    wyatt

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    Re: Think you ordered mags from S&W? Nope...
    « Reply #1 on: January 10, 2013, 06:01:05 pm »
     :bash
    « Last Edit: January 10, 2013, 07:57:38 pm by wyatt »

    Harm

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    Re: Think you ordered mags from S&W? Nope...
    « Reply #2 on: January 10, 2013, 06:31:38 pm »
     :shrug if its not their product and they didn't charge your card & they don't know when they are getting more even for their own rifles - then what's the issue?  No one has magazines right now.   :shrug. Stop living up to your name.... :whistle
    ArizonaIn Deo Confido

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    StevenTing

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    Think you ordered mags from S&W? Nope...
    « Reply #3 on: January 10, 2013, 07:14:33 pm »
    The issue is poor customer service.  Plus there essentially was a contract that didn't get honored.  I bet a little mire service and understanding would gave made the situation better.
    Utah

    ksuguy

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    Re: Think you ordered mags from S&W? Nope...
    « Reply #4 on: January 10, 2013, 07:31:23 pm »
    Yeah, them not having supply is understandable.  Hanging up on him when he asked about the backorder was rude.     
    Kansas

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    Think you ordered mags from S&W? Nope...
    « Reply #5 on: January 10, 2013, 08:30:27 pm »
    I'm pretty sure S&W doesn't make the mags in house. Could be Mec Gar. We've had M&P mags on order at my store for months. Way before the crazy. They've been hard to find for some time.


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    onesmack4u

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    Re: Think you ordered mags from S&W? Nope...
    « Reply #6 on: January 10, 2013, 08:45:30 pm »
    Botach has M&P mags.
    AlabamaI have as much authority as the Pope, I just don't have as many people who believe it.

    Coronach

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    Re: Think you ordered mags from S&W? Nope...
    « Reply #7 on: January 10, 2013, 08:48:55 pm »
    HAHAHAHAHAHAHHHAHAHAHAHA!

    Botach barely maintains stock in the best of times. If they have stock now, it's a miracle.

    WRT the OP, I believe his grouchiness was in reference to the rather brusque hangup, not the fact that the order failed to go through or that they didn't have stock. I'm an imminently reasonable person, and that exchange would hack me off, too.

    Mike
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    Kaso

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    Re: Think you ordered mags from S&W? Nope...
    « Reply #8 on: January 10, 2013, 10:33:10 pm »
    :shrug if its not their product and they didn't charge your card & they don't know when they are getting more even for their own rifles - then what's the issue?  No one has magazines right now.   :shrug.
    This.  Really.  I'm not sure I even buy their explanation, but the market is dry.  Gotta make the best of it.

    WRT the OP, I believe his grouchiness was in reference to the rather brusque hangup, not the fact that the order failed to go through or that they didn't have stock. I'm an imminently reasonable person, and that exchange would hack me off, too.
    You have one side of the story.  Not that I question RetroGrouch's honesty, but I have had to deal with frustrated customers in the past...  Many are far from understanding. (or civil...)  Understand, that that CS rep had probably fielded fifty calls (literally) on the subject, and was about ready to take to a bridge.  Throw in a potentially less-than-pleasant customer, (RetroGrouch) and anything's possible.

    I've hung up on customers before...  They ALL deserved it.



    Kaso

    Coronach

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    Re: Think you ordered mags from S&W? Nope...
    « Reply #9 on: January 10, 2013, 10:38:09 pm »
    Oh, I know. I'm just giving the OP the benefit of the doubt on that one.

    I've gotten "rude and discourteous" complaints before. A few of them have even been sustained. All of the sustained ones were deserved, and 100% were worth it. :)

    Mike
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    RetroGrouch

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    Re: Think you ordered mags from S&W? Nope...
    « Reply #10 on: January 11, 2013, 03:09:31 pm »
    Ok, despite my handle, I am not normally grouchy.  The term is in reference to those of us who prefer products produced in the past no longer available at retail establishments (for example, musclecars with bodies made from steel and real chrome).


    I completely understand not having the product in stock now, it isn't something they produce or even contract with some other company to produce exclusively for them.  I got that they had a glitch with their computer system not uploading to their server (although as a former sysadmin, I wonder how I got an order number and e-mail confirmation if that is the case).


    What I had a problem with was the CSR being abrupt (OK, maybe he had answered this question a hundred times already) and hanging up when I asked about backordering.  Having worked with CSRs for a company that didn't have a stellar reputation for CS, I know that isn't how you terminate a phone call with a customer (there is usually a "thank you for your business, we look forward to doing business with you in the future" standard spiel).


    And yes, the phone conversation I had was as verbatim as I could remember it.  I don't normally record my phone calls.  ::)


    Anyone can have a good reputation for customer service when things are going well, the real test is when things are going poorly.


    Last but not least, I posted this in case someone else who ordered in the same time frame didn't get the e-mail.  And to vent.
    Arizona

    Kaso

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    Re: Think you ordered mags from S&W? Nope...
    « Reply #11 on: January 11, 2013, 03:29:00 pm »
    Anyone can have a good reputation for customer service when things are going well, the real test is when things are going poorly.
    I hear you there.  While the CS rep was not as polite as they could have been, and I don't think you provoked them, this appears to just be an instance of bad luck/ bad timing/ bad day.  I wouldn't base my opinion of S&W CS on this experience alone.

    I dealt with them once, and while I an initial problem with their repair department, on the second go, they well exceeded my expectations.



    Kaso

    Coronach

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    Re: Think you ordered mags from S&W? Nope...
    « Reply #12 on: January 11, 2013, 03:39:06 pm »
    Also, while this does NOT excuse poor CS, it may explain it:

    Right now their call volume is through the roof. When that first happens, you just get overwhelmed. When it continues, you adjust by pulling in people who don't normally work your phones (guys from shipping who have nothing left to ship, temps, derelicts, interns, etc). You may have experienced one of them.

    Mike

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