I read a bit the comments on the link you provided.
What a mess, i would not work for their customers service for all the gold of the world. They properly burnt themselves, now they can try sell to the masses on Amazon but I’d say their reputation is done for the musician’s world.
As much as I love the concept of KS and others, as much I read terrible stories, one after another. The lack of communication is worst than production issues for me and I can’t figure out why one would act like that and why it is so common for companies whatever field of business we’re talking about.