Big surprise, here is another thread about how great Acoustic Image's customer service is! I know there are a lot of these but I just had to share:
My second hand Series 4 Clarus was making a loud popping sound through my speaker cabs when I would turn it off and I had been finding the input gain too sensitive for my Full Circle-equipped Shen and Rob Allen fretless. I had 2 weeks off for vacation so I took the opportunity to send the amp in for service at Acoustic Image. FedEx estimated the delivery time to be 4 days (from Ottawa, ON to Raleigh, NC).
On day 6, I received an email from Rick Jones saying that my amp had been received and repaired. They had replaced the headphone amp, burned it in and also (at my request) swapped out a resistor on one of the channels to lower the input gain a bit.
On day 9, my amp was back in Ottawa (although I didn't pick it up from FedEx until I returned from vacation).
Acoustic Image didn't charge me a cent for the repair work or the modification and my request to at least pay return shipping was kindly ignored. All this for an out of country user with a second hand bought amp.
I would also like to mention that leading up to this I exchanged many emails with Rick discussing my issues and not only was he very helpful, he always responded promptly.
In sum, my overall experience with AI has been just fantastic. The service was timely and effective (not to mention cheap!), and the communication and personal attention from Rick is incredible. Not to mention the fact that the gear sounds great, which is probably important.