I'm on my second Shockwave as well, and I am extremely satisfied. Did they get the answers right on every call I made to them...no. Did they try real hard to make it right, and make it as pleasant an experience as possible...yes. Thats customer service.
People like to "bash" the Shockwave cult....but did they take the time to think that there might actually be a reason why that kind of loyalty exists?
Barry is off on Mondays, and once contacted, he will do his best to help you....that being said, I have met some of the Shockwave bashers, and quite frankly, based on some of the personalities here on HB, you couldn't make them happy if you gave them the boat for free.