Midway comes through with stellar customer service

[bigbossman]

Way back in 1996 or so, I bought a Midway 1292 tumbler. Over the years it has tumbled untold thousands of casings, running an uncountable number of hours. On two occasions during the intervening years one of the motor leads broke loose, necessitating a disassembly and solder repair each time. A month or so ago, the lead began to separate again, and it was so close to the internal winding that I could not get a reliable repair on it without risking further damage.

Since it was a Sunday, instead of calling I sent an email fully disclosing when I got it, it's lifetime of use, and what the faults were. I inquired about their "lifetime" guarantee". Within an hour, a CS rep had returned my email with instructions on how to check if it was one of their recalled tumblers, as well as directions on sending it in for replacement. After a few email exchanges, they could not determine precisely if it was one of the faulty ones from way back, but cheerfully accepted it for return and paid for my return shipping.

My replacement tumbler arrived yesterday, and I have $15.00 in Midway Money to spend. They could not have been more courteous or accommodating throughout the whole process, from weekend emails to phone call conversations.

[seal20]

Midway is first class in my book.

[SonofWWIIDI]

I’ve always liked the way they do business.

Make sure you tell Larry!

[Chocula]

This thread caught my eye as my recent experience with Midway customer service was not as stellar.

I had ordered a set of Walker electronic ear buds while they were on sale and one arrived DOA. I returned them requesting a replacement. A week later I get an email indicating they were out of stock so refunded my purchase price instead. I checked online and they showed 5 in stock so I called there customer service a few minutes after they had sent me the email. After some back and forth, they determined that they did in fact have them in stock, and I was told that I could just repurchase them at the now $100 more expensive price. After some more back and forth and the rep getting "approval" I was given the opportunity to repurchase them at the previous sale price, but had to do in on the spot. They would not accept any coupon codes so I had to pay another shipping charge.

The right thing to do was not to charge for the shipping as would have been the case had they not erroneously canceled the order. Seems to me this would have been an easy call for the supervisor to make, but they chose not too. I had not intended to post about this, just not order from them for awhile.

In a bit of irony, I had no idea that my tumbler, a Midway 1292 purchased in 1992, had been recalled. I guess I will be contacting them again sooner than I though.

[jtv3062]

Way back in 1996 or so, I bought a Midway 1292 tumbler. Over the years it has tumbled untold thousands of casings, running an uncountable number of hours. On two occasions during the intervening years one of the motor leads broke loose, necessitating a disassembly and solder repair each time. A month or so ago, the lead began to separate again, and it was so close to the internal winding that I could not get a reliable repair on it without risking further damage.

Since it was a Sunday, instead of calling I sent an email fully disclosing when I got it, it's lifetime of use, and what the faults were. I inquired about their "lifetime" guarantee". Within an hour, a CS rep had returned my email with instructions on how to check if it was one of their recalled tumblers, as well as directions on sending it in for replacement. After a few email exchanges, they could not determine precisely if it was one of the faulty ones from way back, but cheerfully accepted it for return and paid for my return shipping.

My replacement tumbler arrived yesterday, and I have $15.00 in Midway Money to spend. They could not have been more courteous or accommodating throughout the whole process, from weekend emails to phone call conversations.

I also have a midway tumbler bought in the same time frame. What did they have you look for for them to determine if its a recalled one?

[17+1]

[BrassCase]

They won’t ship ammo to CA even with an 03 FFL and a COE.

[NapalmCheese]

I’ve always received great service from them. I never felt their shipping was slower than anything else (in fact I’ve been surprised at their shipping times considering they’re not Amazon). Prices aren’t bad IMO, some are okay, some are not great. Birthday pricing is always a bonus. The gunsmithing videos are valuable. Their back order policy/procedure is fine with me.

Is what it is.

No matter, I’ve got a harbor freight tumbler and some newly delivered steel pins

[jtv3062]

House brand as in Frankford is exclusive to Midwayusa?

[Batman]

Most of the time, Midway has done me right.

That said, I was NOT happy with them when they had all the ammo shortages. There was a deal where you could backorder some items, which I did. Fast forward a few months later, they cancelled my orders, saying they weren't sure when the product would come in. A week later it was back in stock for $30 more than my "regular low price" backorder. Not a happy camper about that. Brownells gets more of my business because of that.

[BajaJames83]

thats pretty impressive.
I would of chocked it up as end of life and ordered a new one. You really have to give them credit for that!

[JagerDog]

Shipping has gotten better in both speed and packing security.

Prices are on par with any other genuine stocking vendor with a wide array of merchandise IMHO.

Don't know why anyone would be upset with NRA roundup. It's not required.

[Whiterabbit]

Will they ship to an 01?

[divingin]

House brand as in Frankford is exclusive to Midwayusa?

It is not, as far as I know.

Part of the Battenfeld Industries brand, which includes Wheeler Engineering, Caldwell, Tipton, Schrade, and Uncle Henry's among others.

[jtv3062]

It is not, as far as I know.

Part of the Battenfeld Industries brand, which includes Wheeler Engineering, Caldwell, Tipton, Schrade, and Uncle Henry's among others.

I was a loaded question for 17+1