Alpha's customer service is legendary. They have a great reputation on these boards for having some of the best pre sale customer service AND some of the best post sale customer service. Here's a little story about my situation. I bought an Alpha String Pal back in November 08. It came in a few days, but when I opened up the package, I found that Alpha forgot to include regular clamps and instead gave me 4 badminton clamps. Emailed Alpha... No problem! They rush shipped me a pair of regular clamps and told me to keep the badminton ones. Two months later, I notice a couple of cracks on my swivel bar. Email Alpha about the problem... In three days, I had a new swivel bar sitting on my front porch. Fast forward to today. While stringing the last cross of my new k95, something snapped in my tensioner. Had no idea what it was, but emailed Alpha with a description of the problem and requested info on how to fix it. This was 5 minutes ago. 2 minutes ago, Mark emailed me back with what the problem was, how to fix it, and that he would be mailing me the parts to fix it with tomorrow. This was all done FREE OF CHARGE. They've always been extremely prompt in their replies, and extremely courteous. That is GREAT customer service!