It does sound like lately they are hard to reach...
but as far as I"ve heard nobody has ever gotten screwed over on their order, and I like my barley crusher mill (7lb hopper).
I do agree, customer service really sets one company apart from the others, even if the product itself is identical.
Primary: English Mild
On tap: Pale Ale, Lancelot's Wheat, English Brown Ale, Steam Beer, HoovNuts IPA
Bottled: MOAM, Braggot, Raspberry Melomel, Merlot, Apfelwein, Pyment, Sweet mead, Cabernet
Gal in 2009: 27, Gal in 2010: 34, Gal in 2011: 13, Gal in 2012: 10