I don't want to come across as a JLTRT apologist here (I can be deemed to be biased, as I have had a lot of help from the company in the early days of my professional model building empire) but there's a couple of things that ought to be said.
JLTRT are usually the first to admit that some of their steam outline kits are unlikely to be upgraded or corrected since the kits themselves don't really sell all that well any more. Kits brought in from other ranges are somewhat more susceptible to the lack of upgrades and so on. If time and money were unlimited, I'm sure the more obvious problems would have been sorted out, but both those items are probably currently better spent on new kits where there is a market waiting for them.
Customer service can be rocky. I'm saddened to hear that you've had problems, Bill. Remember, though, that although JLTRT play among the "big boys" they're not actually all that big. The full-time employees can be counted on the fingers of one hand, supplemented by freelancers and part-timers. If you haven't had a reply to your enquiry, try again, phone them, whatever. Keep badgering. I've had to repeatedly email for some things, but at other times a small packet of replacement components will arrive within a day or two. Keep pestering!
Laurie Lynch is the main person at the factory up in Scotland. He's a nice bloke, and does come across as a bit stand-offish. His sense of humour is very dry, which probably doesn't help at times. If he doesn't reply to an email it's more than likely he missed it and it's been drowned in the rest of the stuff he's dealing with. He has always said to me, when I've called, to email things so he's got a record of a request. And keep emailing until you get an answer.
As with many of the "cottage industry" manufacturers, I am very grateful for JLTRT and Pete Waterman for being there and supporting our hobby. We would miss them if they weren't there.