I'm a customer service manager and can tell you that the fact of the matter is, any large company, including Tunze will always have customer service problems. They sell far to many pumps, have too many people in too many countries to prevent cases like the one stated in this thread. That said, a few good people in any company, like Roger from the sounds of it can give that company a different outlook on consumers. Kudo's to Roger for that. And if he ever decides to get into the cell phone market...I'd have a job for him
That said I'm going with a closed loop as opposed to a Tunze Set up. However from hearing about Roger and reading this thread, I'm going to be looking for Tunze products to use in my set up.