That's great that Mr. Stone is doing a good job, and it's nice that you have said so. The question is, how to reconcile the good reports with the bad ones. If there are very good people working there, as you have testified to, then for some reason their good customer performance attitudes are not being passed on to others in the company. Perhaps there is no budget for meetings or training or mentoring along these lines at MFJ, we can only speculate as to why. But there appears to be a stark contrast between the "good" and the "bad" at MFJ.
Yes, well stated. I don't think there should be lots of latitude in consideration given to them, though. They know what they're doing, and have been in business a long time. If quality was their overriding goal (like DX Engineering), they would have figured it out by now. MFJ knows their market niche, and runs their business model accordingly. They appeal to a lower-end customer who's mostly cost-focused and can accept most screw-ups without killing their business, because people will keep coming back for their inexpensive stuff.
I guess the only thing that gets annoying are the offended customers who make it sound as though they wanted a Ferrari and can't understand why they ended up with a Yugo.