The billing issue with those Harbeths might be a simple mistake, or it could be the sign of something much worse. It does raise some uncomfortable questions. Dishonesty is never a good sign. In the wake of the Hindenberg Rotenberg disaster, headphone cognoscenti are especially wary of lies about billing and shipping. HeadRoom under Herstens direction had the best customer service in the industry, period. There is an entire spectrum between the HR of yore and SinglePointOfFailure but I would hate to see the former end up like the latter.
I wonder about repairs and upgrades to HeadRoom equipment. In my early days over at That Other Place, I used to regularly read about HR owners sending in their gear and almost invariably reporting back with happy results. The Sloth had his own division of HeadRoom for a while. Equipment servicing is a more delicate matter than sales. In my jaded opinion, it is even more important for maintaining customer loytalty. If HeadRoom's reputation sinks too much (and I don't think it has thus far) it will impact the resale value of HR products.
No matter how far the company falls, Headroom will never be the giant steaming clusterfuck that was Mikhail's creation. HeadRoom products are unlikely to catch on fire or shock the shit out of someone. Still, it is sad to see how the company has changed for the worse. I have an HRBD and DPS, and I've entertained the idea of getting an HRMH for a long while now. I have unrealistic fantasies of upgrading to a HR-BUD and HR-UDAC (or finding a HR Balanced Max for "cheap.") All of the above shows up on the used market with some frequency, but it's a lot less fun to buy used equipment when one is unsure about the possibility of getting it serviced.