it all depends on when you call and who answers the phone. for the most part, they'll always help you out over the phone. (they have helped me greatly in the past) sometimes things get rough though... whether it be an install not going as smoothly as it should, late part shipment, etc. things like this make rich, kyle, justin, shane, etc. it makes their day much harder to handle. most of the time, they have a million things goin at once. after all, this is probably without question the most popular shop in nj. give them a call back. i'm sure they'll help you out.