Gretsch had notorious bad customer service in the 80's and 90's.
Even when working for a Grestsch dealer, they were difficult to deal with. They would routinely screw up orders. They wouldn't let you order parts unless you ordered $50 worth. My buddy ordered a kit, and they cut his bass drum in 1/2 (length wise) before shipping, and so they had to remake them.
Johnathan Mover said during his brief time as Gretsch endorser, if he was on the road and asked for a new hi-hat stand pull rod, they would send him 3 floor tome legs instead.
There is a story Neil Peart called them to inquire about a possible endorsement, and they hung up on him.
I once had a snare drum on special order for a client, and after 6 months of waiting, they told me they weren't going to make it, and just canceled the order.
They made great stuff, but they were horrible to deal with until they had Kaman/KMS take over distribution and customer service.