Like so many others I received a semi-ass chewing from Steve, and it was on my first order. It was more than 20 years ago so I don't remember the specifics, just that the Bally flipper bushings I ordered (used the part number from the manual) did not fit in my game so I called him up to explain the problem and ask for the proper parts (it was just one part of a much bigger order). He was totally up my ass at first but I'd had a lot of customer service experience even back then so I kept it calm, told him I was sorry if it was my fault but I didn't think it was. His first answer was something like, just cut them down to size (or something like that) and I told him I had no way of doing it, could I send them back and politely asked if he knew what the proper part number was. He completely changed demeanor from one sentence to the next, talked me through exactly what I need, told me it was a least partially their fault and he'd just ship me what I needed, no return necessary. 20+ years and many orders later they are still the first place I go to for parts unless I know from experience it's not something they carry. It is pretty old school the way they do business but I think that fits the pinball hobby pretty well, especially if you're working on old Gottlieb (I don't) pins! Sometimes we all have to swallow our pride a little, it's best washed down with something other than a PBR in my opinion.