I had a similar experience with Manley. I had a couple questions about a Chinook I bought used. I sent the questions in to Manley via the question form on the website. This was a couple days before Christmas a few years ago. Within 24 hours I got an email from Evanna with answers and more info. than I asked for regarding an easy mod to the unit for loading. I was truly surprised and very impressed. One of my questions was about how the loading settings on the back of the unit were represented in the printed manual. I see she has a video about that now on the Manley website. First class all the way!
I have a feel good story....
Friday July 1st my Manley Stingray II arrived...hooked up everything... DEAD LEFT CHANNEL... tried everything I could think of, called Upscale...Josh, on the Friday before the 4th weekend, spent over 3 hours with me going thru every possible failure mechanism... No Joy... sent an email to EveAnna that evening, she responded within an hour and we spent another long email string that evening working the problem... No Joy...this morning, July 2nd she sent me another list of paths to run thru... WORKING....
I have to say how impressed I am with both Upscale and especially EveAnna Manley... over a holiday weekend she took the time to troubleshoot with me and resolve the issue....
A connector had jostled loose in transit...
I have always felt that when I buy a product I bond with the brand...I am a really happy Manley/Upscale customer...they went above and beyond this weekend....