I own several models of S&W handguns and one carbine. I have only experienced one malfunction on any of the S&W firearms. It was actually a friend of mine that was firing my Sigma. He limp-wristed the pistol when firing it and it failed to feed one round. That could have happened on any pistol. The S&W products definitely show a long history of firearm manufacturing experience. They show attention to problems and the needs of gun owners. The external extractor on their 1911s is a good example of that. I cannot speak on their customer service because I have never needed to contact them for any issues. I would definitely recommend their firearms for anybody looking to pick up a quality gun in the mid price range.