I've met Jerry once. He was very friendly and open. We had good, mostly technical discussion and I had strong impression he deeply cares about his products. However, this is not enough, as to have successful business and happy customers, you need more than that. JH Audio right now is sinking under their own success and I'm sure they will see the impact of their service (or lack of it) on the number of future orders. I also hope they will be able to recover, but right now all I can see is increasing waiting times and possible degradation in quality (refits) - I don't have strong data to confirm this, but this is how it looks like from reading around.
For the record: I'm waiting for Roxannes ordered mid-March, I'm not complaining yet, but I hope they will eventually come and they will fit.
No one doubts that Jerry is a great guy and pretty much a genius for inventing CIEM's!
However if you are running a business you have to make sure you give good customer service. I would say especially when you are dealing with a high end product that is in such intimate physical contact with the user. (I didn't mean that to sound as weird as it does!)