In our work lives, we all try to project the most positive image of ourselves. Sometimes the only way to really get to known someone is to visit them in their home. Here, you can find a lot of clues to their true selves.
So it is with companies as well. Polished marketing and great looking products can give you an impression of a large, professional, smoothly-running operation. But, as we can attest from direct experience, that simply is not always the case.
And sometimes, as in the case of James Loudspeaker, you get surprised.