My take on customer relations:
Many of the venders we use are one man shows. If they are like Dave Staton, they are busy making parts, assembling parts, packing parts, shipping parts, and rebuilding parts.
If they are the phone with you, they aren't doing the other stuff. Some of us stay on the phone too long, ask too many stoopid questions, and all the time the machines are quiet. You can't pay for quality machines unless they are working. You can't build quality parts if you aren't paying attention to the process. This is not Walmart.
The other side is Blow by you. Terry Blow worked hard at making a go of it. Decent parts prices, lots of variety, good customer relations, "how to" videos, and he built bikes too. Look up his website. He's having to go to work doing something else to feed his family. Vince @ Venice told me he gets 150 e-mails a day, and it makes it hard to get work done answering all the e-mails and telephone calls.
I've bought from Staton because when in doubt, buy the best. I hate having to redo cheap stuff. I'll keep trying until I get through.