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Wow, that is one of the worse CS responses I've seen from an ammo manufacturer. They are basically stating their ammo is no good after 10 years? Designed obsolescence?
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Pretty sure that the official position from pretty much all manufacturers will be that ammo is only "good" for a few years at most.
a. They want you to buy more ammo.
b. Since they don't know how it's going to be stored, it honestly is hard for them to predict its true lifetime.
c. They don't want to expose themselves to any liability, if defensive ammo fails or any ammo blows up.
I wouldn't have expected them to really do anything anything after finding that the ammo was that old, but the response could have been more polite.