My Houdini wouldn't boot. I dialed "(833) API-HELP" during working hours and my call which was picked up by an automated answering service (here we go). I started to leave a message, but was interrupted by an incoming call which I decided to answer. It was Dave Brennan from API (alright, now I'm getting somewhere!).
I told Dave upfront that I have a 2nd-hand Houdini that is a few years old and stopped booting. We chatted a bit, and Dave quickly diagnosed the problem. I needed a part from a 3rd party, but Dave gave me the contact info and told me exactly what to request. I called the part supplier half expecting to get 'the runaround', but they picked up immediately, took the part description, my address, my email and within a few hours I received notice that my replacement parts had shipped and were on the way!
The parts arrived a few days later. The install took a few minutes, and my Houdini was back up-and-running.
This is what customer support SHOULD BE. Kudos to API. This customer experience will NOT be forgotten when we plan our next purchase.