I think your experience might have been an isolated one and hopefully you won't have the same problem in the future. I and others that I know have never really had a problem with exchanges and returns, which is good considering how many folks buy tools and just return them after they are done with the job.
I have the 12K winch and have feat the buck out of it and it still shows up for work...1/2" drill I use to mix 80 pound bags of cement still running as well...some stuff just lasts longer.
Problems with customer service can crop up with anyone. I'm currently duking it out with Fedex cuz they will only let you buy 5 labels thru ebay for an item sold. I had multiples of the same item and a customer bought them all so I needed 2 more labels and had to purchase the labels using my Fedex account and it was $4.55 more per box. Nothing like paying more at the source than you would thru the middle man.
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