It's possible that retailers get into Bionx thinking that it is a mass market product - when, actually, it is an enthusiast product. The market is small, and the best customers for the kit are those that are actually interested in how it works ... rather than Riders looking for a "maintenance free" option.

It wouldn't surprise me if I learned that Bionx was looking for some sort of customer service "buffer" between their customer base and themselves.

The impression I have of the company is that of a group of engineers. Not a group of salesmen. They insist that any service issue go through the local dealer - even if the local dealer is completely indifferent. There are no user forums that are sponsored by the company. And just about anything you do to the unit after purchase voids the warranty.

These are guys who are interested in solving problems. But they seem completely indifferent to what happens to their solutions after they arrive in the hands of users.