I went to the factory to pick mine up in early '07 and was treated pretty much like that as well. If I remember correctly, I placed my order over the phone a couple days before Christmas '06 and talked to a member of the family to do it. Spent close to an hour on the phone with them. It was a very pleasant and comfortable experience. They gave me a tour as well when I picked the bike up and the production manager (can't remember his name but everyone who met him thought he was awesome) showed me everything about the trailer and hookup process. It was a nice experience, but this was 10+ years ago now.
It sounds like they were listening to old customers and reading the forums and decided to change things with the family re-acquisition. All this sounds good and promising!
And of course, we want to see pictures of the finished product when you get her back!