I can't believe where this thread has gone. Based on the report of one customer about one airframe, we're apparently now willing to write of an entire company? Give me a break.
First, Backcountry sends a replacement airframe halfway around the world to satisfy a disgruntled customer, and then gets to eat **** on the internet from that customer about poor customer service? I guess no good deed goes unpunished these days.
Second, the disgruntled customer is supposedly afraid Backcountry will sue his pants off if he posts pictures, but not afraid enough to keep him from slagging the company in multiple posts on this board? Something doesn't add up here.
Third, Backcountry now gets to defend itself against unsubstantiated rumors of legal gag orders, without any contextual information about who, what, where, when, or why? I think we are assuming an awful lot here, based on very little information.
I'm admittedly biased because I know and like the guys at Backcountry. I think they build a great product and have worked hard to address their customer service issues. Complaining about a company that doesn't stand behind their product is one thing. Bitching about one that has worked hard to make things right (i.e., shipping an entire replacement airframe) is quite another in my book.
Building and selling experimental airplane kits is a tough business under the best of circumstances, even without having to suffer one-sided public accusations and people jumping to conclusions that the whole company has gone to hell based on the complaints of one customer about one airframe.
Circular firing squads like these are what put good young airplane companies out of business.