I guess I fall into the camp of "happy to have an option". I ordered 3 glasses from Steve last year and went through some of the same delays some of you guys mentioned. These were glasses he'd already done before so I assumed they would be quicker. My only real complaint was the lack of response and the false completion dates. Happy to hear Steve is going to try and remedy that.
In the end I turned around and sent him two more right after that first order. Some extremely rare glasses that need restoration (Williams SKYWAY and ARMY-NAVY) and he will likely never have another customer for. I'm very appreciative to Steve for taking these projects on and not gouging me big dollars for the extra work or limited demand of the glasses. I would've expected to pay a LOT more for something that required drawing from scratch and recreation of missing art, but that was not the case.
Personally I just feel bad calling him up on his personal phone. As long I can get the occasional email or text with a status update I'm happy to wait.