Chris is who I dealt with.. He is more than just a service guy.. He's kinda up there... As I understand it (I spent 4 days at their offices) He reports to the owner and is kinda in charge of most things.. But he is mechanically inclined, not a customer service person.. which is a shame.. I know he means well (he even picked me up and dropped me off from the hotel I was staying at in town.. and even loaned me a couple $ when I got my xfer case from the yard), I just don't think taking customer complaints is his forte.
They are a smallish company.. When I was there.. there were only 2 service people (including Chris) since they just lost a service tech a short while before I got there.. But from what I could tell, the service people are also the ones that actually do the r&r of the built transmissions in their test mules (one out of the 2 was up and running when I was there).. which is if I remember correctly was an el camino (the one that was working) and a chevy 1/2 ton pickup (both were 2wd)..
They also do installs at their shop of customer machines (there was a lumped Jaguar in for a leak when I was there)..
From the time I spent with them (4 days).. they are nice people, mean well, and try to make things right and are in a tough spot. They build tranmissions, and they can be installed incorrectly (e.g. use the converter bolts to pull the converter to the flexplate), but I also think the not having a way to test the 60 degree trans is hurting them.. Also, building is done assembly line wise (one person does valve body, someone else puts the gears/drum together, someone else does final assembly).. and they don't do many 60 degree trans, and even less to put behind a ford 4.0 which is why the spring gets missed..
I personally think when a 700r4 is ordered and requires special parts that it is red flagged so that the transmission gets another set of checks to make sure it was put together with the right parts (e.g. the red spring)..
ok.. enough rambling.. I think they are a good company, but have a few things to iron out.. If they had a 60 degree test mule (even a dyno test, if not a vehicle) and added an extra check when its is something special they would be much better.
~Mark