The gentleman who handles their warranty/spa-type stuff is "Rob". In my limited experience, he's been very helpful.
They're in the hole right now, big time. Like a lot of companies, they seem to be dealing with the "Great Resignation" nonsense. The difference with BRKT is that Escanaba is a pretty small town, something like 10K-15K people. So, the hiring "fishing hole" is pretty small. I live in a city of 1.4 million people and see companies having problems training and retaining. So, I can't even imagine what that's like in a small-town production facility.
From my very limited experience (*minimal damage to a Teddy 2 that was totally my fault), they'll take good care of you. It may take awhile, but I'm pretty confident they'll "get 'er done".