Honestly, I've received some of the best customer service from smaller builders.
I wonder just how much volume G&L does? That one video with Cheech and the shop tour was an eye opener. Seemed like a good time video while the shop look reasonably quiet & unorganized. I don't know this for sure but based on the QC and ridiculous issues that I and friends have had makes me wish they would improve.
And the reason they seem like a family run business is because they are. Look who heads up BBE.
In 1991 (when they were purchased) they were reported to have sales of $2M and 30 employees.
I think that was fellow-Canuck Tommy Chong, who's been a pretty credible musician at times.