Pirate Posted October 7, 2022 Share Posted October 7, 2022 I wanted to run this by the forum brain trust to gather opinions on my interaction with MBX customer service. This is copied direct from my emails with them. ME: Good morning, I recently purchased a 170mm 2011 mag in the Titanium Nitride finish and I am having an issue with the finish chipping off in places and rust starting to show. I own about a dozen of your magazines and they have been great with this one mag being the only exception. I keep my magazines clean and dry and store them indoors, so I’m not sure why this one magazine is having issues. Is there any way that I can get a replacement tube for this magazine? MBX CS: Hello Aaron, Can you please provide me with the purchase date? ME: Purchased 3/18/22 MBX CS: Hello Aaron, Unfortunately we are out of stock on the gold magazines and was very disappointed in our coating companies performance so we will no longer be doing the gold tubes what I can do is offer you a 20% discount on any future purchases. Sorry for the inconvenience. ME: Thank you for the response. I agree that the coating company did a poor job as is evident in the product I received. I do not however believe a 20% discount is acceptable compensation for the defective item I was sold. I have been an MBX customer for the last 6 years and have recommended MBX products to many fellow shooters. I would like a replacement magazine tube to replace the defective product I was sold. Thank you MBX CS: Aaron, Again I’m sorry for the issues with the product, and we do greatly appreciate your loyalty and business. Unfortunately the 20% discount on a future purchase is all I have been authorized to offer you for compensation. ME: I understand, can I please have a phone number for a manager? Thank you MBX CS: Our general manager is on vacation this week and will not be available until mid-week next week. Thoughts? Link to comment Share on other sites More sharing options...
Sarge Posted October 7, 2022 Share Posted October 7, 2022 Call again middle of next week? Unless the poor coating company gave MBX refunds you are asking MBX to eat the cost. You'll probably get a better offer from the owner/GM but I wouldn't expect a complete new magazine. I MIGHT ask you to return the tube and give you a replacement tube? Who knows. Link to comment Share on other sites More sharing options...
RJH Posted October 7, 2022 Share Posted October 7, 2022 Maybe they use the same coating company as honcho In actuality though, if you look on their website they have a 2-year warranty against manufacturing defects. Crappy coating would definitely fall under a manufacturing defect I would think. So yeah, call back middle of next week and I'll bet the issue gets resolved. This is one of those deals that I just don't understand why companies don't take care of things right off the bat. There's really no reason not to Link to comment Share on other sites More sharing options...
Pirate Posted October 7, 2022 Author Share Posted October 7, 2022 4 minutes ago, Sarge said: Call again middle of next week? Unless the poor coating company gave MBX refunds you are asking MBX to eat the cost. You'll probably get a better offer from the owner/GM but I wouldn't expect a complete new magazine. I MIGHT ask you to return the tube and give you a replacement tube? Who knows. So your saying the consumer should eat the cost of a poor coating decision made by the manufacturer? I have no problem sending the tube or magazine back for the same in return. I did reach out to Adrian through Messenger and I'm waiting on a response from him. I'm hoping this is just an uninformed CS rep and someone who can make decisions that an upstanding business should will be who I talk to next week. Link to comment Share on other sites More sharing options...
Farmer Posted October 7, 2022 Share Posted October 7, 2022 34 minutes ago, Pirate said: I have no problem sending the tube or magazine back for the same in return. A new tube should be the least they should do for you. Link to comment Share on other sites More sharing options...
fbzero Posted October 7, 2022 Share Posted October 7, 2022 Seems to me they should just provide a new tube...send defective back, get new one, all good. 20% off a future purchase definitely doesn't makes up for a defective product =/ Link to comment Share on other sites More sharing options...
GigG Posted October 7, 2022 Share Posted October 7, 2022 2 hours ago, Sarge said: you are asking MBX to eat the cost. And why shouldn't they eat the cost? The end user can't control who MBX uses to color the tubes. They should be simply replacing the problem tubes with new non-colored tubes. Link to comment Share on other sites More sharing options...
ima45dv8 Posted October 7, 2022 Share Posted October 7, 2022 2 hours ago, Pirate said: Thoughts? My thought is that this is best addressed with the manufacturer. From the Forum Guidelines... Brian's Forums is not the place to resolve customer service issues or disputes you may have with a manufacturer, dealer, gunsmith, or individual. Closed. Link to comment Share on other sites More sharing options...
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