I had ordered a slim lock but failed to request the mortise. After discovering this, I requested support on the weekend. I did not expect to get any contact for days. To my surprise, I was contacted the next day by Scott and he took the time to listen to my issue. He asked me questions and asked for pictures of the existing lock. Within a day, he and the team came up with a solution for me.
He was very professional and I do appreciate his concern and speedy reply.