Sooner or later you might get to use that blackmail video...one never knows.
I think what has been fun following your mom's process is the overall relationship with the owner and the folks at the factory. The attention to customer satisfaction that is often missing when dealing with the middleman dealers.....
I imagine that part of the loyal following of certain models (like Lazy Dazes, Bornfree, etc.) are grounded in the personal connection and response that the factory direct manufacturers/companies can establish....