Not too long ago I placed a relatively large order (for an individual) over at Dan and Dave Industries. My money was taken and it was over a week before anything was posted. I emailed them and they gave me an unsatisfactory explanation as to why, thanking me for my patience. No mention of the word sorry. I bought Pure Smoke from Ellusionist on release and have had numerous problems with it leading to replacements. I really appreciate that they have replaced it for free, even though it's their fault for selling what I consider to be an unfinished product but it takes them days to respond and longer to get a replacement shipped. I placed an order at World Magic Shop for one of their PK rings and money was taken immediately. 2 weeks went by and I heard nothing so I called, they said I hadn't specified whether I wanted gold or silver. Another week went by and I heard nothing so I called again and they said that it was packaged and ready to be shipped, so after 3 weeks of waiting and hearing nothing from them without having to chase it up myself I cancelled the order. I have similar stories from a couple other large magic suppliers but here's the point I'm making; 2 days ago I created a thread on this forum about my Smoke device. Jonathan replied swiftly advising me to contact support. I submitted a ticket and Lyle replied, during a weekend! I sent a picture of my Smoke device and today a replacement was sent out. Not only that but the messages I received were very positive and helpful. Clearly Theory 11 are providing an unparalleled level of support for us, the customers, and I wanted to express my appreciation and gratitude. Thank you and stay awesome.