There service does seem hit and miss, from my experience. I have seen very fast service and horror stories. I am still not convinced their CS is up to the level of some other manufacturers.
Another point to consider, is where you buy your crossbow from. Not sure where in your case, but the very good crossbow dealers will make sure you are up and running in very short order if you are having issues with direct CS with the manufacturer. I always recommend buying from exceptional crossbow dealers. The right dealer is a great asset of you need them when problems arise.
I support all hunters, regardless of weapon or technique!