All Hail Great Customer Service

What follows is a story of great customer service.

I use a Comp-Tac Minotaur MTAC holster. It’s seen a lot of wear and abuse but still works great. I’ve wanted to get a second holster to have as a backup, plus being leather-backed having a second allows me to rotate. I know you don’t always have to rotate leather goods, but given the sweat and dirt this holster will encounter, it’s nice to be able to swap in another holster while you take the one out for some maintenance. So about a month ago I purchased a second MTAC.

As noted, I didn’t immediately wear the new MTAC but conditioned/protected the leather. Then, the holster sat on the shelf because I had other things to tend to. A couple weeks ago I finally got to trying it, but when I did I noticed the Kydex shell had problems. I emailed Comp-Tac, they issued an RMA, and I sent it back.

So far, this is good customer service. It’s been easy to obtain their products, turnaround is quick, if the customer isn’t satisfied they immediately work to remedy it.

Here’s where it goes from good service to great service.

I knew about when the returned package would arrive (sent parcel post, so no tracking). Soon after it arrived I received an email saying my order was being worked on. Next day I get a phone call from Comp-Tac. They were calling to explain that some of the things I saw as bugs were in fact features! For instance, how the “opened up” the covering of the magazine release was a feature because some people wanted to be able to drop a magazine without unholstering. I don’t see the point. The XD has an ambidextrous magazine release so just reach to the other side. But I did point out a legit flaw in how the front/top edge of the Kydex was curled and thus the front sight was hooking. I explained everything, he agreed with me, but I could tell a little reluctantly. Nevertheless, what came of it was really cool. You see, he certainly listened to all of my concerns and desires and said “we’ll take care of you.”

A few days later (sent USPS Priority Mail) I get my new holster. And yes, it was totally new. I expected just the shell to be returned but I received a new leather backing as well. I examined the shell and noticed they made the shell to address my issues. The top part of the shell, relative to the top of the gun’s slide, was now “taller” and there was no curve at all. It was a straight channel with a good amount of clearance. Furthermore, they cut the slide shell longer (it’s a hair longer than my original MTAC slide shell) so it’s covering the front sight with no chance of snagging. I even tried my stock XD-9 5″ and it had no problem on the draw. The magazine release is fully covered and fits nice out of the box; on my original shell I had to Dremel it slightly so it didn’t cut into my fingers when I gripped the gun. One minor nit is the “retention button” is a raised dot on the Kydex that “locks” over the trigger guard to help with retention… it doesn’t have as much “click” when fully holstered as the original does and I see why. But this is a minor point as it’s not really necessary for an IWB holster. Other shell changes, like that it sits just a hair higher above my belt and has that “lip” on the front edge supposedly to help with reholstering, they don’t seem to cause any practical problems.

All in all, I’m very happy with things.

The holster is currently disassembled, the leather having been conditioned, and in a few days I’ll reassemble and start to wear it to see how it goes.

This ranks as great customer service because they were fully responsive to the customer’s concerns. They made every effort to satisfy the customer, even going so far as to do a little custom work to get it done. I also can bet this had to cost them some money because essentially they made 2 holsters for me. I don’t know how much of the returned holster they can salvage for reuse/resale. But they certainly have a loyal customer in me, willing to tell the tale and spread the word about what a good company they are to do business with.

Comp-Tac. Good products. Great service. Happy, loyal customer.

4 thoughts on “All Hail Great Customer Service

  1. Regarding the magazine release, that’s kind of the problem with a one backer fits all solution.

    Most pistols do not have ambidextrous magazine releases, so if they didn’t open that up you couldn’t remove the magazine without unholstering.

    • Oh sure. But they make the Kydex shells specific for every gun they support. So why does the shell specific to a gun with an ambi-release need to do this?

      I guess I’m in the minority of the market?

      • Oh, oops.

        I thought you meant that the backer should have covered the magazine release, but it sounds like you actually wanted the shell to cover the magazine release.

        Nevermind …

        • Yah. On the “outside”, the shell itself. On the inside heck… I’d rather it didn’t cover the mag release. Not just because it blocks, but because well… let’s be honest. The leather backing is going to be stiffer and have a greater chance of activating the mag release button than the flab around our waists will. 😉

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