My new 686 has a "feature"!!

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If they require the cylinder first, then you're kind of stuck
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or you sue them and end up owning the company. Finally S&W can be owned by someone who cares about guns instead of the pathetic brain-damaged maggots that presently deface the once great name.

Let's go for that.
 
I would ship the cylinder back.

Then, I would write a business letter and direct it to:

Barry M. Monheit Independent Chairman of the Board

P. James Debney President, Chief Executive Officer, Director

Michael F. Golden Co-Vice Chairman of the Board

Robert L. Scott Independent Vice Chairman of the Board

Jeffrey D. Buchanan Chief Financial Officer, Executive Vice President, Treasurer, Secretary

Ann B. Makkiya Vice President, Corporate Counsel

At this address:

Smith & Wesson
2100 Roosevelt Avenue
Springfield, MA 01104


I would also send one to Jon and send them all certified mail. Don't be aggressive- state the facts; hell, they probably record the conversation anytway.
S&W prides themselves on Customer Servicer; I am sure the above mention people appreciate any type of feedback. It might cost you an hour of time and $10, but I get you get a different response.

FWIW, I have worked in various types of customer service for 10 years; the bottom line is you should never say something you cannot make happen. This means, alot of times, you will have to get a manager (if you are beyond your realm of what you can do). Unless you are sure you can go directly to the manager and make it happen, send the manager to the customer. I used to serve George Steinbrenner often- if he had an issue, it was "No problem, right away, sir." Other times, a customer tells me a $185 bottle of wine is bad and they want another- time to get the manager.
 
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Other times, a customer tells me a $185 bottle of wine is bad and they want another- time to get the manager.
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The wholesaler will surely exchange no matter what the price.

Besides, in a restaurant the $185 cost is about 50 bucks.

Were I the OP I would ask for my gun to be shipped back.

If they refused I would hire a lawyer and contact the ATF. They have a right to not replace the cylinder without the old one. They don't have a right to keep your gun.
 
Lawyer: "Mr. Japles, I'll be glad to handle that for you for my discount rate of $250 per hour."

Mr. Japles: "Please do so immediately and get my gun back!"

Lawyer thinks about his approach to S&W for 8 hours then calls S&W.

Lawyer: "S&W, my client Mr.Japles wants his gun back."

S&W: "No problem."

Lawyer: "Mr. Japles, here's my bill for 8 hours at $250 per hour. I'm sure it was worth it to you!"
 
45,

I was suggesting an attorney and the ATF if they refuse to send the gun back as is.

It is not as though Japles is dealing with an ethical company.
 
This has become a silly thread - S&W will repair the revolver, but they won't leave possibly unpredictable (meaning, not designed by them) modifications untouched, and they'd like the mis-manufactured part returned to them. All of that seems reasonable, and it won't cost John a penny.

Here's what I would do: Get my repaired revolver back and go shooting.

Unless you like complaining more than shooting.;)

gd
 
UPDATE 2/3/2012:

The FedEx guy showed up today with my 686. As they promised they would, S&W installed an unfluted cylinder and didn’t mess with my action work.

It looks pretty good, don’t you think?

Newcylinderopensmall.jpg
Newcylinderlsidesmall.jpg
 
"Thank you giving us the chance to make this right for you."
"The FedEx guy showed up today with my 686. As they promised they would, S&W installed an unfluted cylinder and didn’t mess with my action work."


hmmm.. for all the wailing & gnashing of teeth hyperbole by casual cyber-non-participants on a dozen gun forums, it wasn't all that horrible, after all
(yes, it was their fault, and no one, specifically including them, ever said different)

"It looks pretty good, don’t you think?"
yep, I do
do let us know how she shoots

"Thank you giving us the chance to make this right for you."
a simple "You are welcome" (on a dozen gun boards) might also be in order... if she shoots good, you know
 
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oldfool said:
"Thank you giving us the chance to make this right for you."
"The FedEx guy showed up today with my 686. As they promised they would, S&W installed an unfluted cylinder and didn’t mess with my action work."


hmmm.. for all the wailing & gnashing of teeth hyperbole by casual cyber-non-participants on a dozen gun forums, it wasn't all that horrible, after all
(yes, it was their fault, and no one, specifically including them, ever said different)

"It looks pretty good, don’t you think?"
yep, I do
do let us know how she shoots

"Thank you giving us the chance to make this right for you."
a simple "You are welcome" (on a dozen gun boards) might also be in order... if she shoots good, you know
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..............well said oldfool.
 
Yup! They headed off into the weeds a bit, but made good in the end. (About like my own company tends to do when trying to figure out what the "right" thing is to do to correct a problem... :eek:)

Good on 'em, and thanks for letting us all know.
 
Japle-- I'm glad you got what you asked for. The squeaky wheel is sometimes necessary. I believe your requested results were a product of you using the megaphone.
 
I think you have to give them extra credit for letting you keep their mega-embarrassing cylinder.

Were I the manufacturer, I would insist in its return for liability reasons as well as to destroy the evidence.

Allowing you to keep it was going above and beyond to keep you happy.
 
Japle,

That is one serious looking revolver dude! Seriously, I'm glad to hear they didn't jack you around anymore than one thought they might. Let us know how that piece shoots will you? Hows that paperweight working out for you? LOL
 
That is one serious looking revolver dude!
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I agree. I mostly prefer blued finishes, but that 686 looks great too. Glad everything worked out, in spite of the hassles involved.

Moral of the story: inspect the chamber/flute arrangement in the cylinder, in addition to the other points on the revolver checklist. Something I would never previously thought to do.
 
Moral of the story: inspect the chamber/flute arrangement in the cylinder, in addition to the other points on the revolver checklist. Something I would never previously thought to do.
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Well, sure. But most likely you'll go the rest of your life and never see another one like that.
 
Mistakes happen. Was talking with one of the firearms instructors for the local police academy who mentioned one of their new post lock 686s tossed a barrel off during a session. It sheared right at the frame leaving the threaded portion still in the frame. He said S&W came down to see it and were "very" interested. He said the barrel was probably over tightened but I'm not sure if that was his or their speculation. Nobody was injured thankfully.
 
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