Matt has been very good about taking care of customer issues, so much better than other manufacturers. But even he can't work magic and nobody can please everyone. Since he is a one man operation, it may take a little time, but he will fix the issue to the best of his abilities. If the packages were labelled incorrectly, that falls squarely on the chinese manufacturer and not Matt.
I'd agree to a point. Fact is, though, you put your name (or your company name) on a package and you own it, good bad or otherwise. Glad to hear the testimonials so far about his customer service!
Have to agree...Matts customer service is above par. Once I got my "holier then thou" head outta my behind and pulled myself together and gave Matt a chance...Matt done me right on my locomotive.
DCESharkman, I think the problem is actually mis-manufacturing, not just mis-labeling. That is going to be harder for Matt to deal with . I have not heard from him today, either. So, I am guessing that he is having some problem getting his arms around the problem. I am going to be patient, and let him do his work as he sees fit, hoping that I will eventually get the wheels that I need.
If you're correct, it may well be that you're not the first (or last) he's heard similar from. Could well be a bit of work to get the right answer out.
UPDATE: Matt and I communicated by e-mail. He was unaware of the problem until he tried to find 72 wheel sets with axles that are within his +/- 0.005" acceptance range from the advertised length of 0.563". He did find 48 sets with the 36" wheels. All were long, between 0.5665" and 0.568" range. He must have looked at a LOT of sets, because in the 48 sets that he originally shipped to me, only one was less than 0.5705", and that one was 0.568". He said that he did not have enough of the 33" wheelsets left to find me 24 of those with axles less than 0.568". So, I am waiting for him to get more from China. He is guessing late November. [By the way, this is probably a good time to correct a think-o in my original posts. I said the sixty axles that were supposed to be 0.563" were all long, but I should have said seventy-two axles. That was 60 PERCENT of my order, which I calculated after reading another post because the other poster had calculated a percentage of problem axles. Then I started typing from memory.] Anyway, despite Matt's acceptance criteria, what I am finding in his axles is that most are made +/- about 0.001" and nearly all are +/- 0.002" from their average value. For all the axle lengths I ordered EXCEPT the 0.563" lengths, those ranges were nicely centered on the advertised lengths. But, the axles advertised as 0.563" were actually centered around 0.5715". Most could have been sold as acceptably short 0.576" wheelsets, using the 0.005" acceptance criterion. I did not see any problems with the wheel sets other than this axle length issue. They all seemed to be in-gauge and not whobbly. I am happy with the ones that are the advertised lengths. They roll nicely and look a lot better than the pizza cutters that they are replacing. Matt has been very cooperative and understanding.
