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Has anyone had to deal with Montana Gold Bullets customer service?

Discussion in 'Handloading and Reloading' started by IMtheNRA, Jan 12, 2013.

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  1. IMtheNRA

    IMtheNRA Member

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    Got an order of two cases of bullets a few days ago. One box was completely demolished and the leftovers were re-packed by USPS. The second box was split and some of the bullets leaked out.

    I asked Montana Gold to replace a few pounds of the missing bullets, but I'm getting curt responses back directing me to file a claim at the Post Office.

    My hope was that they'll replace the missing contents and file a claim for reimbursement, since they're the shipper, packer, and vendor. Judging by their responses, I get the feeling they would rather not deal with it and would prefer that I go through the hassle of making a freight claim.

    In my experience with on-line vendors, it is the shipper who usually takes care of shipping problems and damaged merchandise.

    I don't want to be left with the impression that MGB customer service stops when my credit card charge clears, so if you know someone who is in charge of customer service at Montana Gold Bullets, I'd appreciate a referral.
     
  2. JLDickmon

    JLDickmon Member

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    I'm going to split hairs on this one.. it isn't MGB's fault that the shipping company destroyed the packaging, but it may be their responsibility to file a claim. Depends on the policy of USPS.
    Either way, I'd start there. If the post office tells you it's the shipper's responsibility to file the claim, call the company back and have them do so.
     
  3. IMtheNRA

    IMtheNRA Member

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    USPS told me that the shipper can file a claim, but Montana Gold Bullets is digging in their heels on this one. Unfortunately, MGB is mistaken: they claim that I signed for the shipment, so they can not make a claim. This is wrong: not only was I not required to sign for the shipment, but the Post Office already confirmed that even if I had signed for receipt of a package, that would have absolutely no effect on claim eligibility.

    Emails from Montana Gold Bullets are curt and to the point:


    "GOT THE PHONE CALL. THANKS,
    AS STATED WE CANNOT DO THE CLAIM POSTAL ONCE YOU SIGNED FOR IT . YOU NEED TO DO THE CLAIM. THEY WON'T ACCEPT OURS..JO"


    --- another email a few minutes later:


    "THEY DO NOT ACCEPT US DOING IT.
    DO IT ONLINE ITS SIMPLE
    SORRY WE DON'T DO THE SIGNED FOR ONES"
     
  4. IMtheNRA

    IMtheNRA Member

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    Got the final email from Montana Gold Bullets. Gotta say I'm disappointed in their lack of customer service. Going to follow up with the USPS and my credit card company from this point on.

    ---- begin unedited email from Montana Gold Bullets:

    "We do not do claims after delivery. signed or not. its insured so just do the claim... we have never had anyone who cannot do their own claim..
    sorry.."

    ----- end of email
     
  5. longdayjake

    longdayjake Member

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    The post office is either lying to you or they recently changed their policy. Because the shipper no longer has the package in their possession and because you are the one that has all the evidence of what is missing and what was damaged, it only makes sense that you would have to be the one to file the claim. Montana Gold pays for insurance on every package that they send out. They paid extra money so that you would have a recourse if something was lost, damaged, or stolen. I don't see why you think they should also replace the bullets that the post office lost. Your beef should be with the post office. Not Montana Gold.

    On a side note, this is why when people buy insurance on my website I don't pay for it from USPS. I personally insure my packages so that I don't have to deal with the post office. Trust me when I say that almost nobody at the post office knows exactly what their job is or what should be done. All they know is to fight you at every turn and to get you to give up. USPS insurance claims are almost harder to get than any other insurance.
     
  6. rjrivero

    rjrivero Member

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    Hold on. You signed for damaged packages and then expect the sender to make a claim? You should have refused delivery, and then Montana Gold would have processed the claim on their end.

    You signed, now it's your issue. That's pretty cut and dry. Sorry you don't like it, but I don't see how their customer service is lacking in this one, IMVHO.
     
  7. blarby

    blarby Member

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    Never sign for damaged goods.

    Sad lesson, but tis true, i'm afraid.
     
  8. Jay Kominek

    Jay Kominek Member

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    Lots of people aren't putting their reading glasses on, today. Notice where the OP said:
    What your post office is telling you is completely consistent with my past experience.
     
  9. IMtheNRA

    IMtheNRA Member

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    I think you guys may have misunderstood the singning thing. I did not sign for the shipment. The false claim that I signed for it was on the changing list of excuses that Montana Gold Bullets offered me instead of customer service.

    Jake - you can catch up on USPS claims procedures with a quick call to their 800 number. BTW - Montana Gold bought me NOTHING. I bought everything and have a CC charge to prove it.

    Anyway, their after the sale customer service is non-existant, so I'll make the claims myself and I'll remain even more grateful for quality vendors who take care of their customers.
     
  10. Hondo 60

    Hondo 60 Member

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    Sorry to hear they're treating you like this! :mad:
    That's a shame, cuz you're giving us every reason to shop elsewhere.

    I had an issue once with a shipment from The Hunting Shack.
    One box busted open & over 1/2 the contents spilled out. (.357" 125 gr plated HP)

    I called them & they immediately sent more bullets.
    Then THEY contacted the shipper, UPS, & filed a claim.

    Good Luck with your claim!
     
  11. T Bran

    T Bran Member

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    I would call my CC company and file a complaint right away.
    Since you already tried the nice way and got no satisfaction now it is time to be not so nice.
    They wont be seeing any business from me in the future.
    Best of luck.
     
  12. JLDickmon

    JLDickmon Member

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    good grief.. just file the blessed heart claim and GET ON WITH IT.
     
  13. Steve H

    Steve H Member

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    Two thoughts..........

    #1 IMHO Missouri Bullet has always been a very company to deal with. The few times I have called them their customer service has been excellent.

    #2 I have always thought that when you order a product and pay for shipping you own it when the carrier has it. The shipper does not own it nor have any responsibility for it unless you specify in your purchase that the goods are FOB shipping point.
     
    Last edited: Jan 12, 2013
  14. IMtheNRA

    IMtheNRA Member

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    Steve - I think customer service starts only IF there is a problem with the transaction. Until then, any given vendor simply offers a quick and convenient way to pay them for a promise of goods and services after the charge card is approved.

    I inderstand your point #2, and that difference in perspective is the root of my problem with Montana Gold Bullets lack of customer service. You see, I think that I paid them about seven hundred bucks to deliver 8,000 bullets to me. Montana Gold thinks that I paid them about seven hundred bucks simply to mail me 8,000 bullets. See the difference of opinion?

    In any case, I look foward to a successful claim with USPS and I have the option of a charge card dispute as a back up in case USPS, for some reason, denies the freight claim on the basis of ineffective packaging or some other problem.
     
  15. xddp

    xddp Member

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    You took delivery, which means you "signed" for it. Never accept damaged goods as responsibility then becomes yours to take action. MGB has been a great one for me to deal with. Had you not accepted the package, I think you would be surprised at how quickly and efficiently they would have taken care of this.
     
  16. HOOfan_1

    HOOfan_1 Member

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    Under what logic? Every time I have gotten an order from Berry's via USPS, they leave if on my front stoop. How is that "taking delivery"? There is no way to NOT ACCEPT it.....
     
  17. Bud0505

    Bud0505 Member

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    Bottom line is you didn't get what you paid for. Regardless of who is at fault MGB or USPS. I would contact my credit card company and stop payment on the transaction until I had the goods I paid for in my possession.
     
  18. NeuseRvrRat

    NeuseRvrRat Member

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    maybe you should

    you know

    file the claim
     
  19. IMtheNRA

    IMtheNRA Member

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    Just got this final gem from Montana Gold Bullets customer service to make sure I don't mistake them for the customer service departments of Brownell's or Midway. A classic one-liner. It says, simply:

    ----
    "you coulda filed by now instead of emails.."
    ----


    Yes, I "coulda" and I "dida". Both USPS and my credit card company. Thanks for nothing and have a nice life, Montana Gold Bullets.
     
  20. HOOfan_1

    HOOfan_1 Member

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    reply with...I coulda bought from someone else...and next time I will
     
  21. blarby

    blarby Member

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    My apologies *cleans glasses* Crap. See what happens when the wrong stuff is in bold type or all caps ?

    The ole' Mail dump eh ? That sucks, my friend. I too, would be contacting my CC at this point.


    The USPS routinely ships flat rate heavy boxes as if they were bowling balls. I hate this fact.

    On the other hand, Montana should know this- and package them accordingly.

    I had one outgoing, and one incoming heavy package damaged this year by USPS- I package WAY differently now.

    Bottom line : You aren't getting any money from the USPS unless you paid for and have a recipt for insurance. Even if you do, its gonna be a LONG wait. Take pictures.

    I would call your CC company right away, but note that in doing so you are putting a 50/50 fault job squarely on Montana- which may be right where you want it- Thats up to you.

    Well- yes and no. You paid Montana for the bullets, you paid the USPS for shipping. All Montana did was past the cost on to you. Now, if they charged you handling in addition to relaying shipping charge to you... I would have no qualms about putting it back on them- handling implies ( in some states, legally) that you are warrantying the package. It at least implies to me that you are charging me above and beyond the standard shipping cost because you are packing it better to avoid damage in shipment.

    But hey, thats me.

    Note : Jake @ RMR's policy of shipping insurance is probably one that should be adopted by anyone who does a lot of business using USPS flat rate- or any amount of real value traffic through the USPS, for that matter. On top of the fantastic service and value he already provides- this is one of his more novel , albeit extremely valuable, services that EVERYONE should take advantage of. And, law of large numbers- please DO take advantage of this when you order from him... it helps him fill that cost....it might just be your box of bullets, ya never know !
     
    Last edited: Jan 12, 2013
  22. IMtheNRA

    IMtheNRA Member

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    I am not optimistic - USPS requires a receipt for insurance:

    --- cut and pasted from USPS.com-----

    WHAT YOU NEED:
    1. Your original mailing receipt for Insured, COD, Registered Mail, Priority Mail® International, or Express Mail® service must be retained until
    the claim is resolved. Please retain a copy for your records.

    ----- end of quote -----


    If USPS really means this, then my best hope will be with the credit card dispute process. The card issuer already told me the vendor's shipping and return policies are irrelevant to the bank when it comes to charging the vendor's merchant account for merchandise not delivered or not delivered in good condition.

    Not a project where I wanted to spend my time... All this "coulda" have been avoided if Montana Gold had just mailed me some replacement bullets to make up for the missing portion of the shipment.
     
  23. NeuseRvrRat

    NeuseRvrRat Member

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    if they did that, then what would be the purpose of shipping insurance?

    not to mention that everyone's package would be damaged and missing a few hundred bullets ;)
     
  24. IMtheNRA

    IMtheNRA Member

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    No chance. Most people are better than that :mad:
     
  25. gshipps

    gshipps Member

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    Well from their side of things they are probably bout 10,000 orders behind right now. Dealing with "where are my bullets" calls and emails all day. I'm a super nice guy but if I was dealing with that all day every day, I might get in mood too.
     
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