I've been dealing with PSI for about 5 years now and have only had 1 bad experience, and that was because I didn't know to ask for Tony if I had a problem and needed a replacement part (the kid I talked to was obviously new and didn't know nothing about nothing). Yes, Tony may ask a few questions sometimes (only time I had a problem with a blank he did ask for a picture, if it hadn't been for being in my first year of turning I would have known what I thought was a defect really wasn't - just not what I had expected, but he sent a replacement anyway) but that is because they keep track of the problems so they can spot a trend that may be developing with a part/kit/blank. They have never charged me for a defective part and have never charged me to ship it. Now, the couple of times I needed to get replacement parts for something that was not a defective part before the customer did something stupid (putting a pen in their hip pocket and then sitting on it seems to top the list) I have been charged for the part and shipping - that's only fair and I didn't try to pass it off as a defective part to get it for free.
The only negative that I can think of about PSI is that I have to pay a couple of dollars more to get it shipped out the same or next day (depending on the time I place the order) otherwise it might take 2-4 days just to get it shipped. Guess I've just gotten spoiled by the quick service from Woodturningz, Bear Tooth Woods, Exotics, Classic Nib, Signature, CSUSA, etc.
