Keith's a one-man band - his cases are hand made by him (I've seen the shed where it's done and my cello case is the one in the photo on his site). As I understand it the North American and Canadian products are made under license, so while Keith may be concerned about customer service affecting his reputation, I doubt he has direct control over what happens there, other than the drastic sanction of revoking the license so they can't use his name.

Anahata