other than a few shirts and a my wifes vest,i have no other simms products and have never dealt with them in any manner. they seem to make good gear, guides i've known swear by there waders and jackets.
i find it hard to believe that a company that renowned would have a mere 2 employees to fulfill their well known warranty/return department.
i'm a patagonia guy and can say that i've never had a hint of an issue with their returns/cs. its always been a phone call as soon as my gear arrived and then a quick return or repair.
simms, hire some more folks. just sayin'