I bought a Weber Beartooth a few years ago for a great price. When I got it, the nut was in really bad shape, the action was high with the bridge all the down. It was a mess. I sent it to Weber. They fixed it all up, at a ridiculously reasonable price and I had great communications with them. The neck ultimately wasn't a good fit for me so I moved it on but, that service experience has made me a Weber fan forever.
I think most of us who have worked with small builders could go on and on about how great the experience was. I'm no exception. My Flattop came from Australia. When I needed a higher bridge saddle as it adjusted to it's first year he sent me a new one, ASAP. He just wanted it to be right.
As far as internet shopping goes, the stores with a good reputation here that I've used have always been great. Clear communications, efficient, knowledgable staff, no complaints.
Jamie
There are two things to aim at in life: first, to get what you want; and, after that, to enjoy it. Only the wisest of mankind achieve the second. Logan Pearsall Smith, 1865 - 1946
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