Yeah it's pretty shocking the way he was treated. When trying to get the replacement piston seals, it took 2 phone calls and 3 emails before they were finally sent out. I told my coworker that if it were me I would demand that they return the machine. He's to the point where he just wants to cut his loss and try to find something else. All in all this little experience has cost him about $125, counting the insured return shipping and the cost of the portafilter.
I dread the day I have to deal with them on a customer service level. And I'm afraid, with the track records of the current generations of PVL, that it may be inevitable.
If anyone is interested he does had a naked PVL portafilter to sell.