It says a lot about a company when they treat a customer like that. I personally have e-mailed companies with questions, when I don't even own their products. Sometimes detailed, lucid responses are provided(sometimes even within an hour). After a few of these conversations with a manufacturer(oftentimes, the head person), you realize that these are companies you WANT to deal with. And when you audition their products and like what you hear, then you may be more than happy to purchase. They deserve our money!
