I had an "interesting" experience. I needed a new case for my old GTS, and got in touch with CS and Jackie helped me.
Now i'm in New Zealand, so getting things can be difficult at time ex-USA. Novak sent my two cases, but in the end I never got any of them!
I don't mind, as it was a back-up ESC, but interesting nonetheless. Jackie advised that she checked with US Post (I think it was them) but wasn't getting a lot of love.
Long story short, I binned the ESC, but have no bad feelings against Novak, as they tried hard. I always got a response to my queries.
BTW, i'm not a Novak fan-boy. I have one other GTS, but all of my other gear is Tekin.....