My "interaction" with Definitive Technologies customer service took place back in November 2010.
A week after Definitive Customer Service confirmed that speaker cloth was available to match my Definitive towers; I called to place an order. The call went something like this: Adam, "We don’t sell speaker cloth." Me, "You told me last week that you did. Adam, "No one here told you that. We don’t sell speaker cloth." Me, "I wrote your name down. I recognize your voice."
Sometime later, after realizing his lies and denials weren’t working, Adam finally admitted that Definitive had decided to outsource their production to China and the cloth was no longer available.
Not exactly what I’d call stellar customer service.