I have heard similar reports regarding their customer service. Specifically it was related to that SS1 single-shot rifle they used to make. A guy bought one and discovered it had excessive headspace. He had to send it back for repairs, and apparently when he got it back, the problem had not been corrected. He ended up sending it back to them factory twice before it got fixed. According to the buyer, when he contacted custormer service, they couldn't understand what he was trying to tell them about what was wrong with the gun.