I'm also very unhappy with their sloppy customer service. Recently I sent back a new retract for a repair. I sent the following email:

"Several weeks ago I had a problem with a new retract that I purchased from you for a ME-109 Messerschmitt 73”. In accordance with your instructions I sent in the retract for repairs. The block that holds the strut on the retract tightens with a socket head screw to hold the strut in place. After tightening the screw two or three times it became frozen and would not move. Also I damaged the head of the socket screw, so that the allen wrench could not get a grip. I sent the retract to you for repairs about three weeks ago. Today I received another retract. It is a replacement, and most likely a used one. This is obvious because the same socket head screw is frozen, and the head of the screw is damaged. Now I have the same problem that I had three weeks ago – a useless retract, and an airplane that I’ll not be able to fly in the foreseeable future.

The least you could have done (besides sending me a replacement retract) was to check to see that it was in operating condition. I can’t send it back to you because I’m leaving for an extended vacation in 12 days.

Obviously, I’m very upset with the quality of your customer service, and I’ll address this in various forums on the web. This is part of the reason that your company is developing such a poor reputation on these forums. There really is no excuse for this kind of negligence and sloppy customer service. Now I have to find a local machine shop to remove the socket head screw and make some sort of repair. This is what I should have done three weeks ago, if I had known what to expect from you.

I can’t tell you how disappointed I am with your company. Needless to say, I will not be dealing with your company in the future."

They responded to tell me that they were offended by my remarks. They did offer to pay something for any local repairs. The money is not the issue. It's all the lost time. Sending me a used replacement, that has the same problem (i.e. a locked and mangled set screw) is just negligence. It's like they didn't even test or even have the time to look at the replacement and notice that it was useless.