Just wondering as my experience hasn't been great. My Shuttle Pro 2 jog wheel never worked particularly well and finally broke complete a while ago. I emailed them and fortunately it was still under warranty. I sent it to them and it arrived there on Dec 22. I called to make sure they had received the shuttle and was told turn around times on defective inventory was around 1 week. It arrived there and they quickly diagnosed it as "Defective Inventory". But, since then I haven't gotten an update. Emailed them on the 4th and was told things had gotten behind with the holidays.
I waited until this past friday (Jan 21st) to email again for an update. No response.
This is all a bit annoying, but not the end of the world. Still I was wondering if anyone had any better or worse experience with their customer service. Thanks for any info!