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I too had a similar experience with them.
In most cases that would be an advantage ... not a disadvantage, hehe! Face to face or real person phone to real person phone contact ... and let's not forget that Rob (the owner) has forgotten more about your GS than you'll ever know. THAT'S when dealing with them is advantageous ... when you need an obscure part only he remembers (and can get ahold of). The rest of it is a minor inconvenience, in my experience. Highly recommended (but I understand your frustrations in this "I expect everything immediately" world we now live in)!
I see that they have had some issues but until I feel the sting, I'm a believer. 
When you stand in line... for 30 minutes... waiting and listening to how he helps others it is amazing his degree of detail... like helping people determine how many clutch plates they will need in a modified setup that they did not modify, but nowq have to repair... stuff like that. Rob does get frustrated with IDIOTS who keep asking the same questions or who want him to read their minds because thaey ask for one thing... but really mean another while 8 people are waiting in line behind them...
