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I've used the otis kit and haven't had any issues. When I first got it, I did watch the videos they have. I've also been using patches I buy from walmart or gun shows. It works well, small footprint to carry with you, and haven't had any issues with it. I give it a thumbs up!
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I have a box full of gun cleaning equipment and supplies. A nice single piece rod has it's place. Boresnakes are great for a quick cleaning. 4 months ago I won the big Otis cleaning system. While I am not totally sold on the CLP they include, I have come to love the system itself. You do need to learn to use the system effectively.
Otis is a small business. A successful privately held, small business. They are furthering the American dream. A couple of months ago I met one of their engineers. I think they have around 200 employees. Personally, I cut companies like Otis lots of slack. Even though you had an issue getting them on the phone, they are customer oriented.
You should note, Otis is a huge supplier to the military and they are in the middle of military trade show season. Give them a little time, they will get back with you.
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