First of all, I'm very impressed with how this was handled by Vicious. I've seen a few times where a problem or disagreement happens between shop and customer and the customer takes their business to someone else and bitches about it. Had the customer went straight back to the original shop, they might have been well taken care of. It's sad that a reputable vendor like this has probably outgrown their capabilities and quality suffers.
It's also one more reason I do all my own work, except for trannies, nobody to blame but me. Besides that, building engines is fun.
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