Let me describe my experience with MLCS Woodworking Customer Support:
On Tuesday, I broke an MLCS 1/8" Spiral Upcut bit while cutting a 1/8" wide x 1/8" deep groove in a piece of 1/4" hickory for a box side. I had made the first pass with the bit raised 1/16" and was making the second pass at 1/8" and heard, "clunk". Suddenly I felt no resistance to my feed - sure enough no resistance due to no router bit.
I ordered a replacement bit from MLCS and at the same time left their Customer Service a message asking if there was any other steps I could have taken to help prevent the bit from breaking. This morning I received a response to my message essentially stating that I had done everything right but that perhaps I could feed the stock more easily. The message also stated that they were sending me a courtesy replacement bit!!!
I responded to their message advising that I had ordered a replacement and that if the order had not been processed, perhaps they could just cancel the charge to my credit card for that bit. They immediately responded that the order had already been processed and that they would send the bit anyway - I will have a spare (not a bad thing!).
In today's mail, I received my bits - ordered Tuesday evening - and this is with free shipping.
While MLCS bits may arguably not be of quite the same quality as Amana, CMT, etc., they work fine for me, are considerably cheaper, shipment is free, and as explained above their customer service is above and beyond.