So I ordered a few sundries from JRB last week, including the suspension kit to hang my new UQ. The order was processed and shipped quickly and arrived a couple days later. Unfortunately, one of the 4 micro carabiners on the suspension wasn't working right. I emailed JRB and got a response within a few hours, apologizing, explaining what the issue likely was, and assuring me that they'd take care of it. Two days later a brand new set of micro-carabiners showed up in the mail, gratis. The original order was handled quickly, and the minor problem was handled even quicker - awesome customer service! Thanks Jack and Jack, you're a class act in my book.
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