Marty, I (for one) appreciate your effort to show your support team's concerns, I know, we on this forum, are more likely to know the points that are 'less than perfect' on any machine we work on. I often point out that I almost never get a call that says "come look at my really great forklift" and virtually every call is "come look at my broken P.O.S.", and I think we all do recognize that it is less a design function and more of a "local support function" as to what the end user recognizes about the "quality" of a product.
I think it is pretty fair to say that Hoist trucks are a "niche market product", but I know I would love to have the level of product support you have offered here in this thread, with ANY other manufacturer of powered industrial trucks. I am firmly of the opinion, that the shorter the path of any communication, the less "static to noise ratio" there is.

"if it was easy to fix, someone else would have fixed it before -we- get to see it."