Tom may disagree and that is OK cuz I don't pretend to know his level of business or how busy he is daily
From my perspective a "call" to these very busy cottage industries guys has a negative impact if it is simply a "I need X do you have it" question
Most of them have OK web sites and if I have a question or problem I leave a e-mail to their published "contact us" area and just be patient
IN every case I get a response in under 24 hours
Over the last few years I have supported MANY of these cottage guys and truly appreciate them even existing.
That said, each order has had some minor issue.... kit with missing bits... order not complete.... wrong item sent....NOTHING earth shattering or a real big deal--- and in every case I contacted the person and the story is almost always the same...
"My bad Fred, yes part XXX should have been in the package, OK no sweat sir can you send me one, Oh certainly, OK how much is the shipping...Oh no Fred, it was my mistake I got distracted I will send it right out.... In every case the poor cottage guy had to eat the extra expense of shipping me some trivial or non trivial part.
I felt bad about it because I always worry about effective communication and perhaps I bore some of the blame
Bottom line is ALL of these fellows are aging, and real busy, and NOT getting rich on this love of the hobby venture they embarked on...
So I suggest we all try hard to not bog them down and take away from their daily grind with e-mails or phone calls for information that can be found on the forums or on their web site
Several of these guys are just regular Joe's like me and love to chat on the phone, offer advice, and are great resources of good info.....BUT like most of the support people I call for things... I am ALWAYS cogent that there is another customer needing help, so I do try to not chat about the weather where I am or they are
Jest sayin