This is the same old story, different business. The people you hired, how did you find them? Was it word of mouth or did you just blindly choose them because they do full custom work? Truthfully, doing good work is the easy part. Supprting your customers in the way they should and following up to see if they are happy are what seperates the good from the bad. When I hire contractors I make sure I have at least 2 references. I make sure I hire people who dont just do good work. I don't know every one of my fellow URC authorized dealers, but I know many that offer excellant service. You shouldnt put all of the blame on the process or the policy.