No excuse. That's how very small companies disappear. My company is under 12 but if a customer has an issue, it's dealt with promptly. Take care of people and build customer loyalty. It's the only way to survive.
Don't get me wrong, I love the Mission pedals and have been happy with them. I just want to be able to fix them if (when) something happens. Don't really care where the parts come from.
But that Fractal Exp pedal is looking better everyday.
I'm not going to support bad customer support and I've only got one Mission pedal. I haven't had a problems but I've got no dog in the fight. From the sound of it you have three times the staff they do. It certainly CAN be an excuse. If it's your company, you're probably holding down another job, perhaps everyone is, because I can't imagine they make enough to not worry about payroll.
I'm sure they don't WANT to get a rep for bad customer support, but you can only do what you can do. If you've got four people, building the pedals, taking orders, ordering supplies, paying bills, putting out fires, time slips away pretty fast. You might have 30 customer service calls and messages. And you might not have the ready capital. And I'd bet those four people aren't full time either. I'm just trying to give them the benefit of the doubt.
Tiny companies are a bitch. I'm not saying ANY of this is happening.