As A mold maker. Even some of my suppliers have bad customer service, But I'm not gonna buy a chinese product because of that. I still will shop quality regardless.
Customer service is a Bonus in my book, Not the absolute necessity. Bob is very good at what he does, I try to model my craftsmanship after his. It is tough running a Business by yourself, I'm Lucky My wife is full time with me to complete the team. Bob, Basstackle, Myself, we could all make the cheap molds if we wanted to, and shove them out the door lightning speed. I cant speak for them, But I just cant do it. I wont sacrifice quality for quantity.
I would much rather support the Family owned hardware downtown, than Walmart.