I've had the total opposite experience. Great barrels, and great customer service. My e-mails get responded to within a day or so minimum.
However, from my understanding, this is an improvement. The story I got was this:
- They started out as a very small company. And like most, they got hit hard with orders at the same time and were forced through the growing pains. Communications went south, QC had some issues. Not only that, their parts suppliers (the aforementioned barrel extensions, which I don't think they make) also went south.
- Over the past year, they've been putting more man power and more emphasis on quality and have resolved those problems.
This isn't a unique story. I remember back when this happened to CMMG. Same thing happened, no response to phone/e-mail, big rush at election year, QC went down some. Then they got themselves put back together.
There are other barrel manufacturers out there. WOA, Shilen, Lilja, Kreiger, etc. The main difference is that those barrels are typically ~$400. BHW is a shop that will still do custom orders for <$300.
I currently have two of their recent barrels and a custom third on the way for a .308 project. I am happy with them so far.