Glad to hear, I've had the same experience and it is one of the reasons I stand by the brand.
I called up one time looking for a part number so I could upgrade a part on my own and Shy said "what's your address?" He sent on what I needed. No charge.
There are a lot of good kites out there these days, but there are not a lot of companies with immediate customer support and a network of dealers who will stock parts and help you out.