Something is going on. I was speaking to John at PS about a different latch and some other items, and he sort of ignored me. He'd talk to me on the phone when I called, but just not do what he said he would. Then, just last Friday a week ago, I was informed that John was gone, that they'd had some problems, and a new person for customer service was to start the following Monday.
I have not tried to call the new person back since then. Has your poor experience been recently, last week, for example?