At one point I lost my temper and sent a very rude email to Steve due to utter frustration. I know they are well intentioned but it is an area of the company that needs significant investment and more focused leadership. Both were nearly replaced with a 2010 Bentley Brooklands Coupe.
The Coupe is so utterly beguiling that it's regular troubles keep its head just above water. The lack of backup leaves a nasty taste. A recent experience with something as simple as a cooling hose was a farce.
The tragedy is that it probably doesn't need a massive investment, they could probably hugely improve matters by simply setting up a Project Support Office and employing someone to keep warranty customers updated with progress.
A simple email like "Hi, we ordered your widget from the manufacturer this morning. Delivery is expected on Friday. We will provide you with an update by 17:00 on Friday" would go a long way to alleviating concerns - so long as the communications are regular and the schedule is adhered to.
More or less any PM-type task-based software would make this a doddle to manage. I'd go for something like Teamwork
which some of my ex-clients are using very successfully.