When I read your first thread about this issue, all I could think of was "I've been the customer service guy on the end of those conversations."
. It's no fun at all. We are a fairly large company as far as barrel makers go and we only have two fulltime Technical Service/Customer service reps in the office (myself and Scott). Many barrel makers have none, the phone takes them away from the shop and slows down the barrel making process. We are tasked with doing nearly everything from taking orders over the phone/fax/e-mail/postal mail, logging in firearms for work, making changes to customer orders already in process, cancelations, order expediting, customer returns for exchange or credit, writing quotes, and sometimes listening to stories for half an hour or more. We are happy to do ALL of this, but it does cut into the time that we can actually "service" the individual customer. Sometimes there have been messages on my desk that I physically could not get to for a day because the phone doesn't stop ringing. The firearm industry has been blessed with the amount of work we have seen recently, but with that comes growing pains that are tough to overcome rapidly.
My utmost, firsthand respect goes out to McGowen Barrels for taking the high road and apologizing (many barrel makers out there would yell at you and hang up the phone). And also to you for understanding that we all have bad days in this business, and sometimes it is very overwhelming when the demands get bigger but the amount of help we have does not.
Fantastic follow up thread!