I received a PK301 as a gift and it started experiencing issues. I called into your support fully expecting some sort of run around (years of dealing with other companies has made me jaded in this regard). I may have even started my call in "defensive mode" ready for a battle to get something done.
Instead, I spoke with Mr. Joshua Allen who not only explained my options and provided me with the RMA paperwork but has also, a couple days later, answered a few follow up questions I had about the process. He knew the procedures and was there to assist rather than try to stall or block.
These are the things that build brand loyalty. This summer I will be re-doing my living room and will be going from a tabletop TV to a projector and it will be an Optoma I will be buying.
By the way, I have worked several support jobs including running support here at Barracuda as the Tier 3 lead, so I am aware of good phone skills when I encounter them. Joshua is a great resource for the public facing operations of your company.