There's lots of threads discussing this same issue. It comes up all the time. Basically they are a two man show (1 man 1 woman) and they are not always in the office. They travel alot so they do not answer correspondence on time. Weird thing is when I ordered my Edge they were always there, got my plane two days after I ordered it (I live kind of close), had a half dozen phone calls with Dave talking about setup (and he never wanted to hang up...great guy). Ordered spare parts got them on time. No doubt many people have gotten bad service, I just never did. Like I said weird.