A teammate of mine from leagues last year had huge problems with them too. All he needed was one rail replaced and like you said they had to have someone come look at it, then that person denied it so he had to call again and they sent someone else who finally said it was bad and said they would replace it, so then he had to wait 3 weeks to finally get the rail in and it was the wrong one! So then he had to call them again and they sent someone to look at it again and it took that guy a week to come look at the rail that wasnt even on the table. So he said they would send it back and it took another 3 weeks to get the right rail and what happens next? IT WAS THE WRONG COLOR! he had green felt and they sent blue. So another 3 weeks later they FINALLY sent him the right one along with a bill for every service they did after the very first visit, it included every time someone came to inspect the rail, shipping and handling back and forth for the rail, and to change the color. He was still fighting them on it when season was over and i havent asked him about it since.