product is known to the C/S rep. application is known to the C/S rep and innerworkings of the product is known to the C/S rep. additionally, the C/S rep knows that the piece needed is fabricated there and can give an estimate to time frame needed. all i can say is good job to the folks at Boat Buckle. i have them on my triton and am very satisfied. this just made me an even stronger believer/advocate for their product!