Most people who own ML speakers don't know who Jim Powers is because things run smoothly 99.9 % of the time.
That's generally true and the nature of customer service. It's a tough job to address and resolve customer issues or disappointments. ML had a reputation for going above and beyond to keep the customer happy and resolve problems within reason.
He and his team have been consistently there for the customer not only when they had a problem but also took the time to answer a question, make recommendations on buying decisions or give advice when asked. There's record of his excellent service on this forum going back since this forum started. I'll bet it's quite a few more than 0.1% who know about ML's customer service reputation.
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