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MacMillan Customer Courtesy

7magsavage

7magsavage

Sergeant
Full Member
Minuteman
Aug 9, 2012
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First off, if this should be in a different forum, mods please move.


So I finally took the plunge and ordered a MacMillan A5. I have shouldered a few rifles with these stocks and played with them a little and I really like the feel of the stock. So, after some seed-planting with the Mrs., I finally decided the iron was hot enough to strike.
I called MacMillan on the first occasion just to ask some questions about the inletting process, to get a close price estimate, and see how long the wait was going to be. (I knew my answer to the last question was going to be around the 5-6 month range), but I wanted to hear it from a living human. The lady I spoke to that day answered my questions, but I kinda had the feeling that she just didn't have a whole lot of time for lil ole me. I shrugged it off, figuring that she probably had already answered a bazillion questions just like mine the same day and was a little tired of it. I understood, no problem. Besides, I wasn't spending any money with them on that occasion and I factored that into her lack of enthusiasm with my call.
The second occasion I called MacMillan was to place my order. I honestly didn't catch either lady's names either from the first call or the current one, so I don't know if it was the same person. This time was about the same. Yeah, she took my order. She answered some other questions that had arose since I spoke with the company last, but that's about it.
The last time I spoke with them was just last week. I had gotten an email with all of my stock info on it and they wanted me to look over the information, and if it was all correct, print out an order confirmation form and sign it and fax it back to them. Since the lady's number was attached to the email it just seemed easier for all involved to just give a call and give the "OK" over the phone. I got right through to the lady. (Still don't know if this was the same lady or not), but I told her that I had recieved the email and that I was calling to give the order confirmation over the phone. She asked what I had ordered and I told her an A5. She said, "Alright, we'll get the order started." I said, "well, do you mind pulling up my information just to make sure one last time that we have everything right?" I could almost hear the sigh come over the phone as she was less than excited to type in my name and confirm my order. It was like pulling teeth to get all the specs confirmed.
Now, don't get me wrong. I am not someone who expects ANYBODY to kiss my ass even if I am purchasing something from them. Not by a long shot. But when I am ordering a stock that costs the same amount of money as a couple of complete sporter hunting rifles I guess I do expect the person on the other end of the phone to at least make me believe that they do want my money. I guess perhaps MacMillan has enough business with military and law enforcement contracts that they don't really need my pathetic one stock order.
I still can't wait to get my hands on this new stock, but I have to say I hope to God I don't have any issues and really need customer service because if they are that snooty over a guy placing an order then I'm sure they would be a barrel of monkeys if I ever had a problem.
I think in the future I won't bother inconveniencing MacMillan with my measly order. Maybe Manners would appreciate my business a little more.

Just had to rant a bit and get it off my chest.

Steve
 
Last edited:
Steve, This thread should be fun. I hear you. Nothing is harder than good customer service. I hope you get your stock soon and it is everything you expect.
 
Now I have to admit, I did laugh at that one!!!!
As soon as I saw www.vagisil I knew kinda what I was in for.
Come to think of it, my tampon had been in too long when I made that last call!!
 
Steve, I apologize for the way you were treated over the phone. We do appreciate you as a customer. Would you mind private messaging me your last name? I'd like to look up your order and see what lady took it. thanks.
 
ShootToWin said:
Steve, I apologize for the way you were treated over the phone. We do appreciate you as a customer. Would you mind private messaging me your last name? I'd like to look up your order and see what lady took it. thanks.
Click to expand...

This, this is why I spend my time and do my research on The Hide. If someone makes a point, has a question or has a complaint, the producers of the goods we all consume as shooters often respond directly. Also, this is why my rifles are stocked with A3-5s.
 
ShootToWin said:
Steve, I apologize for the way you were treated over the phone. We do appreciate you as a customer. Would you mind private messaging me your last name? I'd like to look up your order and see what lady took it. thanks.
Click to expand...

Many companies on the Hide really take care of business! Love to see it being addressed.
 
I order from the office in person, and I always speak with the same lady. There are only two up there that I'm aware of. They take hundreds of orders in a year which is probably why they asked you to fax back the confirmation instead of complicating things and calling back in person. Do you think that after they send you the order details via email they are going to change what's in the computer?
 
This wouldn't change how you felt about the phone interaction, but wouldn't it have been better for all concerned to get it in writing as they requested? I'm always leery of vendors who refuse to communicate by email and want everything done over the phone. How would you establish what was really said? I would have been happy that McMillan wanted a paper trail. That said, if you have questions, higher prices suggest a higher level of customer service -- and that might include not only answering questions, but doing it with a smile. Of course I can't be sure what you actually experienced so I'm not necessarily saying anything bad about McMillan either.
 
Cartman said:
That said, if you have questions, higher prices suggest a higher level of customer service -- and that might include not only answering questions, but doing it with a smile.
Click to expand...
^^^ Well said. I have pulled myself from deals I was almost ready to make because I didn't get the good customer service vibe. This hobby is too expensive to deal with those headaches. I believe that McMillan and Manners are both top notch companies; OP, I think that you probably caught the rep at a bad time ... it happens. They are doing what's needed to make up for their lapse.
 
I recently dealt with McMillans CS I had an A5 that I chipped when removing the bolt for the first time, and another A5 that had some air pockets that cracked and eventually chipped out. I called McM and told them about the problem, 15 minutes later I was emailed 2 insured shipping labels. I boxed up the stocks and sent them off. About 2 weeks later both stocks were returned to me, in like new condition. I currently own 3 McM stocks and have plans to buy 2 more for future builds. McMillan CS is top notch and you get what you pay for!
 
I want to publicly say "Thank You" to Mr. Melancon for his response. I did not realize that anyone from McMillan would ever see the post, but to have a response from the company speaks volumes as to how they value customers in my book. I also want to make sure that everyone reading this thread knows that I certainly did not make my original post to just needlessly complain about something because I just happened to be in the mood to complain. Like I said before, I don't expect ANYONE for ANY reason to do anything other than give me a fair shake.
As someone mentioned in an above post, it could simply have been bad timing. We all have bad days, self included, and I totally understand that.
To answer another question posed in an above post as to why didn't I just sign the sheet and fax it back, well maybe I should have done just that. I certainly had no intentions of causing anyone any more time/grief by calling. I realize that firearms dealers and the like are completely overwhelmed these days. I guess the thing that I was most trying to avoid was having the stock arrive and something not be exactly as I had ordered, which would have been an even greater dilemma for myself as well as for the company.

I have no doubt that I am going to really enjoy the stock and that I will be a very satisfied customer.

Steve
 
I had the same kind of experience when I had an A5 blank sent off to be inleted. The first call went like that. When I got my email if specs were correct they were not. That call was a complete different story. They couldn't be nicer. But when I ordered a manners A4 they were awesome every time I talked to them on the phone. You couldn't ask for a better stock company than manners.
 
When did McDonalds and McMillan merge?

McMillan has a new stock out for the .338 and up calibers, it's called the "Big Mac".

Those were the only 2 I could think of :)
 
..... I hope someone explained the "working mans finish" that McMillan stocks are known for. Otherwise we'll be seeing another complaint in about 5-6 months ......
 
McMillan Is an awesome company to deal with. They recently did a mod for my a5. They originally said a few weeks but to my surprise, got it back to me a much quicker than expected and the Christmas gift was completed with plenty of time. The lady I spoke with was Lynn and she was a total doll. They've done many special projects for me in the past as well. In my opinion, they're the best!
 
Mcmillan have always given me great cs and answered plenty of my emails with questions.

The manners dealer here in Australia is a PITA , i had the money and was ready to pay and they just would dissapear and not anwer emails etc...

Ill go mcmillan every time
 
I've ordered a couple of stocks from McMillan, sent Emails and always had prompt, courteous replies, had to phone a couple of times, which was a little early over there and late in the evening for me but every time found great customer service and helpful
people. Needless to say, if and when I want another stock I'll be going straight back....
 
I understand the frustruation you felt when spending a butt-load of money and getting treated the way you did. I will say that MCM has always been top-notch when it comes to the product. On a side note for the past few weeks the 'specials' section of the website has been updated daily. The next stock I order will come off the 'specials' page for sure. If I had a little extra money right now I would have already ordered.
 
I have had nothing but great service from Lynn and McMillan as a company. They will get all my stock business in the future. It's good to know that customer service is alive and well in this crazy world.

Regards,
Paul
 
Try giving Ryan Mellancaugh (not sure if that is spelled right) a call he is the sales and production manager and has always been awesome to deal with!
Chris
Benchmark Baarrels
 
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