I recently had such a positive experience with Mr. Hansen, that I thought it was only fair to him that I share this. Please understand he never asked me to or even implied I should and I have no affiliation with the gentleman other than being a very satisfied customer.
I had recently purchased a rather difficult to find M lens from Ken; the transaction couldn't have been any smoother. Lens arrived within two days, having been very carefully packaged. Unfortunately for both of us, the focusing was off rather significantly. I thought it was me, but after 3 weeks, and testing against other lenses, I concluded it was the lens, so I called Ken about it requesting he suggest a course of action (note I did not request a return).
Ken immediately took ownership of the problem and requested I send it back to him right away for a refund or exchange, my choice. Absolutely zero haggling. Ken was so apologetic expressing regret over having sold me a "lemon" that I had to remind him that he was not responsible for Leica's quality control and I wasn't pinning this on him. We talked about replacements, and I also inquired about an even more difficult to obtain lens as a substitute. He said he would look into it, but could make no promises. In the meantime, I shipped the lens back to him.
Ken came through, big time, and within one business day, mind you. I have no idea how many calls he made but he finally found the lens for me, and no doubt had to call in a favor to get it. It will be delivered to me today, just two days after he found it. He didn't wait for the returned lens from me to arrive and even didn't wait for the extra $$ I owed him for the replacement (a more expensive model). "Just send a check, when it gets here, it gets here." He acted like, he would do everything he could to make me a satisfied customer, and as quickly as possible. And this was only my second major purchase from him.
Folks, this kind of old school customer service just doesn't exist any more. In this age of impersonal internet sales, scams, restock fees and so on, dealing with Ken is an absolute delight. It will be a sad day for the industry when Mr. Ken Hansen goes into full retirement. In the meantime, I suggest you strongly consider Ken as a source for your next Leica purchase.