Service costs money. I'd bet that the small YS importer doesn't have 6+ service technicians (like GP or Horizon do) that the pay regardless of the number of engines they service. Nor do they have replacement engines that cost almost nothing to replace the broken engines with(cheap imports). The reality is that YS is a top of the line product with a small customer base. Service is not something they can afford to give away, you have to pay for it. When you buy stuff from china and resell it you can afford to replace a few engines at no cast to the customer. Trust me I know what it costs to buy hobby items in china at the distributor level.

The point that Bob is trying to make is that they executed this transaction poorly. I'll agree with that. Potentially some new procedures would improve the company's ability to diagnose problems before putting much time (money) into it. The fact that the engine came back in pieces is simply that they already spent time on it that they aren't getting paid for and probably the result of the conversation that day. I've been on the technician side of these calls and there are nice people and there are not so nice people, who you don't go out of your way to do anything for. I'm not implying anything, but even nice people get upset and conversations go south. Sometimes they even call back to apologize.

When you buy any product, you can chose from two of the three following: low cost, good service, or high quality.