I'm sorry if you or who ever told you this annecdote on LJ support.
For most of it I do reply to email regarding LJ support questions.
Considering there are several 10 of thousands LJ user in the world meaning more then probably all other controllers combined together. We do get a lot of questions.
I can tell you that 90% of these are responded within 30 minutes upon receiving in the normal work hours. and usually it is no longer then 12 hours.
All this to say your annedote are
point less here, one case in each camp does not make it the real fact.
If you spend some time on the
Martin Controller forum you will see the % of satisfaction is very high. We do take care of our customers. and it is one reason Martin users stick with Martin.
I hope we can make it back to this person who did not receive proper attention "3 years ago" Too bad the hardware was trashed, as iti s still worth every penny.