As does bending over backwards to give somebody, who is in the wrong, what they want just to avoid a fight. It is not Mueller who has made this public but welcome to the internet, the universal complaint department.
As I said before, I do NOT think we're getting the whole story from the OP.
Craig. Do the math. Righ or wrong really doesn't matter. The only thing that truly matters in the end is future sales and the reputation of the company.
20 years ago I went on my first gun buying spree. I spent a couple thousand dollars at one local shop. One of the items was a very cheap rimfire scope. The reticle broke on its first outing, couple days after purshase. I took the scope back to the shop and asked for a replacement, was refused and instead given the address to send it back to the manufacturer. I was dealing with the owner
I was pissed! I never went back and the several thousand I have spent since the incident went elsewhere. Was the owner wrong or unethical? No. Stupid, yes! I simply would have tossed the $40 ($20 cost) scope in the trash, given me a new one - with a smile - and said, "sorry buddy". Penny wise pound foolish. I'm suggesting that in exchange for dollars and loyalty I expect the benefit of the doubt and good service - as in, "you send it back".
I had bought and sold through them a Ruger P85, then bought a Beretta 92, Walther PPK, 10/22 and cheap scope. He should have said, "why don't I credit you $40 toward a better quality scope that you will be happy with?" At the time I didn't know any better and would have eaten up his advice.
Part of my job is customer service. I've bitten my lip and sucked it up plenty, though I was right on principle. I have eaten costs in the couple hundred range to be rewarded with contracts worth thousands later. Again, just do the math.
Unless the Mueller guy is following strict policy, that states he should be *publicly* arguing with customers, he ought to be canned.