Given when you posted this (last September) i would 100% agree with you.
However, they have just changed hands and the new management is now trying to make things work properly (they fully acknowledge the problems of the past).
Apart from my Firestorm, I also have a Suzuki GSX1400 and have been dealing with the new management for the past couple of weeks regards getting some billet bits made and can honestly say that the service is impeccable - very very helpful, so totally different from before.
So whilst you are right - they used to be pants - totally new setup now.