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SOE doesn't believe that the customer is always right. They will bend over backwards for a customer when they are polite and honest. That said, SOE is more than happy to lose a customer's business when they act overly entitled or when they get upset about the clearly posted lead times.

I don't necessarily agree with Willis' word choice and attitude, but they make great gear, and as long as you read and are honest, you will never have an issue with them.

SOE is also aware that their customers love the rant videos. They definitely subscribe to the idea that there is no such thing as bad press.