I'd say it's not the experience when things go well that is key, but what happens when it goes bad.
In my case I placed a preorder for a yellow (owner hates yellow) automatic (only auto they ordered). Due to circumstances beyond my control (ie my wife) I had to cancel the order in search of a yellow stick instead.
Initially Ray was understandably upset but he kept it controlled and tried to help me find the car I wanted. After several weeks with no luck he promptly refunded my deposit when asked.
Fortunately they were able to sell the yellow automatic within a couple weeks so everything turned out okay.
They are good people to deal with.
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