A friend of mine bought a Chinese laminated bass from Ritter, and it's a really wonderful sounding instrument, and Ritter spent a lot of time talking to him and adjusting the bass.
I've been dealing with Rob Wilson as long as he's been in the business; I knew his former partner, Dennis Lake (who started the store) back when Dennis was working out of a small workshop in a music store and repairing my guitars and mandolins. Rob's always been good about adjusting things until I was happy. When I picked up my nephew's half size bass, said nephew wasn't happy with the balance, so Rob spent some time working on the soundpost and eventually made a new soundpost while we waited.
I wouldn't try to contact Rob via email; much better to call on the phone.