I was recently in the market for a new roaster, and this is the reason I did not go with Diedrich.
As a potential customer, ready to spend over $20,000 with them, I had difficulty reaching a person to speak to. That was a red flag to me that once they had my money, getting someone on the phone would be next to impossible...
I feel for you Derryl.
I would be considering another San Franciscan because I know their quality is tops, but they don't currently offer a 10 pounder and that's what I need.