I got my 20* Incubator in late winter/early spring of this year. This was, as many know, during the suspension switchover from the primary suspension alone to the primary/secondary combo that they have now. I guess during the switchover they were toying with the idea of going with only what is now called the secondary suspension as my quilt didn't have the primary suspension that runs the length of the quilt. It worked fine all year for me with only the secondary system and I figured it was fine this way, but we all know how mild this last year has been. Well, I recently had it out in some sub-freezing temps and noticed I had a little draft in that region where the sun doesn't shine (except on tuesdays and most weekends.) I have never had this issue using their older quilts with only the primary suspension. I contacted them via e-mail and woke up to a response the next morning. Awesome! Even more awesome, they told me to send it on over to them and they would install the primary suspension at no charge, and being the generous folks they are, offered a few perks that I couldn't refuse. Despite how busy I assume they are this time of year especially, I had it back in what I consider to be an extremely fast turnover time of a week and a half. So to wrap this up (at last, I know,) if you are on the fence concerning who to go with for your quilts, the HG folks are great people and will never fail at treating their customers with the highest level of service (despite what many of we scoundrels actually deserve.)
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