I had a similar experience. After the tour I got dropped off with the big Infinity speakers while they worked on my DAC. Just hanging out by myself listening to whatever I wanted... was a great time/experience.
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Although I have had contact via email with TJ, Scott and Kevin whenever I had an issue (mostly my fault), the the emails never lagged until the issue was solved. The most responsive group of guys you could ever hope to meet when you contact them with an issue. I know this is hardly the exception, more of a standard of excellence that everybody really takes to heart. I do not recall a single time that someone was unsatisfied with the results, but I am sure someone will complain about something as you can rarely please everybody.
I have been more than pleased with all the PS products that I currently own, which includes both a DSD DAC and a Perfect wave, both with bridges, the DSD Memory player and a Powerplant 12, and looking to get a 15 or 20 and move the 12 to my second system. They understood the rest was not their stuff (ARC and Pass for pre and power) and I was unlikely to change and there was no bad mouthing, just pure help. Refreshing experience to be sure.