If you're going to keep patronizing these clowns, you get what you deserve. Credit card hacking, continuing to sell lethally-thin glass BMB's, deleting any/all negative product reviews from their website, ... you should know better than to trust these guys.
I used to shop at their brick and motor with most of the folks I knew. Their on-site customer service was amazing, as I used to seek out Jason Davis before he started ENKI. None of us ever had a problem up until 2013 or so.
Almost every online retailer caters their online reviews, so i cannot fault them too much for that. Many small companies have had their credit card data compromised, so that's not unique. Granted Midwest did not handle it well, but they eventually and painfully owned up to it.
I understand that the Homebrewing community has high standards for their retailers, but I fail to see many other companies out there that are shining beacons of amazingness. Also, coming into a thread and dropping your comment isn't very helpful to me or a product review at all.
On another note, I recieved the replacements and the kettles are alright. The welds are better. One is good, but the other is adequate. I brewed a 5 of Black Ale with them and they worked out well.
The new false bottom is very rigid and needed some filing to fit better. I like a snug fit, but it was a bit too big. When it arrive it was so far jammed in the bottom of the barrel, that I had to fashion a coat hanger hook to pull it out, lest the welds break on the handle. He said that they are looking to go back to the old laser etched version. He also said that the laser etched was a "temporary" version until they ironed down the product and that the stamped was the original intent (but they couldn't get it done in time of the first rollout). He apologized for the incorrect data on the website and customer service rep, and said that there are three versions out there (old-laser etched flared, current-stamped and flat topped, and new-laser etched and flat topped). He apologized as inventory has to rotate so there might be some confusion.
The plastic BMB is going back as I still cannot get it to seal, even with the new lid. The manager I talked to said that this has happened before and offered a few "hacks" to get it to work, actually citing a few posts on this site. I personally don't feel like hacking a new product, so it's going back. Trying to seal a carboy with a very thin plastic on plastic ridge was an obvious failure. I hope they take this feedback into account for the BMB v3.0 as it, as a concept, is a great idea. The execution is still lagging.
Overall their customer service was adequate. They scheduled UPS pick up the next day, and I recieved my requested escalated phone call within 3 business days. We played phone tag a bit due to time zone issues, until I was given the managers personal cell phone. He was curteous and apologietic and gave me the standard customer service apologies. Overall nice and polite, but I felt that these kind of issues were common. I would say that I'm satisfied with my purchase and service recieved, but not impressed. After a cancelled brew day, carboy frustrations, having to "custom" my gear, not getting what I ordered, all after dropping $1200+ in one order; I would call myself a bit "miffed". My future gear will be coming from the local shop, AdventuresInHB or MoreBeer.
If you are going to order these pots, I would suggest a phone call when you order to be sure that you are getting what you think you are getting.
I'm willing to give better photos if any one asks.
