I will say this about the companies,
Last week I went to MHSA to ship a rifle, and My Bad, it was Inventory Weekend so MHSA was technically closed to the Public but they were still there. I had to stay out of the house for a few hours, so I decided to help and answer the phones for them as they still rang off the hook. It was basically Me and Randy on the phones with everyone else working their massive inventory.
For every 10 calls, only 2 were "Sales" calls, I was kinda shocked. All the other calls were "Questions or Customer Service Calls".
Nothing crazy, "Hi, I bought a Spuhr mount from you, opened the box, which ring is the front ring vs the back" simple sure but takes time to answer.
The funniest and I never mentioned it,
When I answered the phone I just said, Mile Shooting, vs what most of the regular employees do, Hi Mile High Shooting this is Mike"... so nobody knew I was answering the phone. Guy calls (and he is a member here) He tells me he bought a Accu_Shot Mono Pod for his AI AT rifle and wanted to know how to mount it. So I get kinda technical and happened to have Adam standing there, so while on Hold I go over everything with Adam, including pulling the Model Numbers on the 2 Different Models for the AI Rifles. The AT vs the Legacy. I walk the guy through the process of trimming the skins and it's all good, a 5-minute call front to back.
Fast forward, I head home and the guy posted on here the same question, even stating he called MHSA, but he still was not sure, so he asked here a second time. I get it, measure twice cut once, but still.
There is a reason to pay these guys and not Chase Deals and push them into a corner. They work a fuck ton harder than you think on stuff that has nothing to do with Sales. To be Frank, if it was my company and you called me about a CS question from stuff you bought somewhere else I would probably be like, "Are you Fucking Shitting me" I get the CS side of things but when the phones are ringing 3x a minute, the 5 minutes to walk a guy through a CS issue that has very little bearing on sales is tough. MHSA Is fortunate because they have a lot of employees, they can transfer to the gunsmiths vs the sales guys answering the calls, but imagine a smaller shop.
These guys at MHSA answer all these crazy ass calls daily with a smile. They never let on it's taking away from sales in hopes it creates more sales down the road. But those Bridge Building Calls take time and cost money, you have to factor that into the price of things.