I was able to get support from Nitroplanes through their help section in the help forum. I bought a plane that was missing hardware - they told me to get my own replacement and they would refund me the difference - and they did.

Later, I bought a replacement set of landing gear (payed with PayPal). They sent me something completely wrong, so I filed a complaint. Nitroplanes closed the complaint and refunded my money without me having to send the gear back.

I would only buy a plane from them if I had time and space and felt like buying a project to work on for cheap. It is rare that you will get something that goes together properly only with what's included in the box. Personally I'm sick of planes that don't go together the way they are supposed to, and enjoy spending the money on quality arfs and getting quality products with good covering and hardware.