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The Key issue doesn't take 13 years to kill small companies... Not saying that the customer service side could not have been different, but I hear a lot of complaints about virtually all custom bike makers with regard to the trillion questions a customer can ask every day about their new baby.
I think unreasonable communication expectation from dealers to custom builders is just as big an issue as customer service from the builder.
At some point the shop people will learn what is and isn't a needed communication to the builder and will develop the skill set to manage the end user. Sometimes that doesn't happen and it can frustrate both sides...
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