Sorry Craig, but I gotta agree with luke on this one. (I don't agree with luke on a lot of things. Sorry luke, no offense intended... just da troof.
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I can say for sure that luke's first statement is not based on one person's claim on an Internet forum. I've seem multiple times on this forum, by multiple people making claims of no communication from Atomic after multiple attempts, then Tom will pop in and make it good. Sorry, and I don't mean to offend Tom, but that's simply not good customer service. If there are issues with people getting emails thru to Atomic, then it needs to be fixed. Not once that I can recall has anyone ever claimed that Mick with XiTone was not responding to emails. Not once. So, I completely agree with luke's first statement.
With regard to your statement about us "getting spoiled by the likes of FAS, Atomic, Matrix, G66 , etc."... IMO, that's bullshit. Good customer service is good customer service. Period. We really shouldn't settle for anything less.