only pictures, have not seen the new stands in person, i don't remember who i talked to but they seemed like they would do whatever it took to make me happy, luckily i've only called them once and they gave me a fix over the phone and i've used the stand six years now.

btw the stand i had trouble with was the carbon fiber climber they used to make, thing weighs like 17#, the other one is a grand ole man..

best of luck, give them a call, if it's an issue that has come up before (like mine was), they wont try to hide it, but will get you some results from what i've seen.