Quick story:
Last fall I "discovered" one of my BB's had a compound fracture along the bottom while racking a porter into it for secondary! What a mess! (Didn't begin to leak until about 1/2 full.) So I hit the BB website which (at the time) featured a picture of a man holding a BB in one hand and a mallet in the other along with the word "UNBREAKABLE!" in all caps and underlined. (That word has since been removed I notice... but the bottle and the mallet are still there!)
I then poked around til I found a "Contact Us" email form and sent them the whole sad story, expecting some kind of consolation-oriented reply. On the contrary I got a reply that blamed ME for (essentially) ABUSING my BB's by cleaning them over an extended time period with "aggresive" cleaners intended for CIP cleaning of stainless steel vessels in large commercial operations!
I replied to the sender indicating that the bottle in question was a Christmas gift less than a year ago, and the only cleaners I'd ever used were industry standards like One Step, Straight A, PBW, etc. He replied back and said that the only cleaner they recommend is made by Seventh Generation, and I should check out the "Technical" tab on their website for more information. I did so, and found a chart summarizing the results of their own testing of percarbonate cleaners which indicates they are "OK" to use on a variety of plastic carboys including PET which is the material that BB's are made of. The chart in fact specified those very same cleaners BY NAME, indicating that they passed their tests even after soaking for six hours!
So I wrote back again, pointing this out and again asked if he could explain how my "unbreakable" BB had become fractured, hoping there would be some offer of restitution or at least an explanation. Instead the reply indicated they test BB's by dropping fully loaded units from 5' high at the factory, and they never break. (This left me to assume that he was calling me a liar, even though I had sent him a photo of my fractured BB, and even offered to drive it to the Wilmette IL site where their URL indicates they are located.)
So I will never buy another BB again, and have urged everyone in my brew club (one of the largest in the midwest) to join me in my little quest.
Now lest you think I'm a weirdo, I just want to explain that I have worked in the customer service side of different companies for over 30 years, and currently work for a national grocery store chain known for OUTSTANDING customer service; so when I have an experience as bad as this was it does make me a little bit nuts. While I was tempted to pursue the matter further, I decided it wasn't worth any more of my time. But I formulated another plan:
Understand that I had no receipt or record of purchasing the bottle as it came as a gift. But since I regularly buy supplies from Northern Brewer, and my wife and kids would likely order from them as well I decided to send them the same basic email that I first sent to BB. And do you know what they did?
After one more email exchange between me and one of their "brewmasters" along with a copy of the same photo I had sent BB,...
They sent me a brand new 5 gal "Bubbler" from their own stock at NO CHARGE, not even for freight! Just based on my saying that it was "probably" bought from them!
Now THAT'S customer service! And that's why I am so enamored with Northern Brewer!
And, BTW>>> their new Wide Mouth Bubblers are wonderfully easy to clean cause you can get your whole arm down in there to gently remove a stubborn spot if need be.
Long live Northern Brewer and their new Bubbler carboys!
(Which incidentally seem to be made of a little thicker PET than BB's are.)