VTL preamps and amps, co status?

I just bought a Zesto Leto..... amazing sounding preamp.   

When dealers hate dealing with a manufacturer,  thats all I need to hear to steer clear.   

Check out Zesto 

Buying vtl gear new seems risky. No one wants their used stuff due to poor svc.

Plus, do you really want to give your $$$ to and support a company that doesn’t or very reluctantly stands behind its products?  They sound like a company that thinks “you’re lucky to have our stuff” rather than “we’re thankful to have you as our customer.”   No thanks.  Too many other great tube products out there to deal with that arrogant and customer-unfriendly attitude IMHO. 

How can vtl succeed?  They need a new customer service dept.  

I read in manual tube replacement requires sending unit in.  Possible to do urself?