Since Backscatter's customer service was brought up on this topic as well; I too would like to contribute my two cents / experiences. I also owned/own an MF-1 and backscatter replaced the unit once for me with no hassle (even shipped two day air for it to arrive prior to my trip). Unfortunately, I had another problem with it which was out of warranty and they asked me to send it in regardless. They determined it could be repaired for a fee of $134; I rejected this and decided to buy a MF-2 instead (they offered a 5% discount on that purchase). So overall not a great but an overall satisfactory experience (especially as it was made all made in China so wasn't a huge investment or loss).
Fast forward to my Retra Pro Max buying experience. Fully kitted out it cost me over 4k; but I figured "buy once, cry once." This was far from the case. I had a horrible time trying to use the strobe in Lembeh; I had major issues with flash sync and even though I had two Turtle TTL converters, I had trouble finding one to reliably work (even after contacting both supports and trying various firmware settings). And then to add insult to injury I was the first to discover a firmware bug when using the 8AA battery backpack; and I fried my focus lights early on in the trip (not a huge deal; but I was looking forward to that helping on some shots).
I also despise some of the "UX" decisions they made with these strobes. You can't just "turn them on" you have to first go to the "battery / test" function and wait for many seconds to get a result and then you can finish turning them on. That is insanely annoying and stupid to me. I gave them this feedback and they told me, "it is normal for the strobe to be turned on first in the Batt/Test mode. This mode allows the flash to perform essential system checks, ensuring there is no water inside and verifying that the correct batteries are inserted. Please turn the switch to Batt/Test for a few seconds until the Retra logo appears, and then you can switch to the mode you wish to select."
Also, if you forget to turn the strobes off after the dive (even if not using them) they will relatively quickly drain the battery down to 0%. So there were a few night dives where I had 0% battery left, and had to quickly come up with and replace 16AA batteries...
After my trip was over I sent in the strobes overseas for warranty service and it was completed relatively quickly. As an aside; on my trip to Lembeh I also lost a $65 diffusor on the trip (user error); and I asked them to replace it for free (for all the hassle I had and the $$$ I spent). They refused to do that; but did offer a one time 15% discount on the overpriced $65 diffusor. I really like they lock in place firmly; so firmly that I didn't put a backup tether on them; but I must have forgot to "lock" them one dive and lost them (unlike the Z330's diffusors which have to be tethered as they fall off almost every dive). Anyways, I quickly discovered they were not going to budge and offer me a free replacement as a good will gesture for all the troubles I had after spending over 4k for their products.
All this to say. Nothing is perfect. Cheap and expensive stuff underwater often fails or is lost / stolen. It sucks (have backups if possible). There's no such thing as buy once / cry once in scuba. There's always buying and crying regardless of what option you end up with. As much as I hated to do it; I ordered these expensive add on battery packs. It seems like less of an inconvenience than selling my whole setup at this time; at least the strobes will be neutral or slightly positive. Hopefully the giant battery packs sticking out the end doesn't bother me too much. It's funny that they advertise how much lower profile the 8AA batteries fit in the Pro Max than the prior models, and then they create this monstrosity. If I could do it all over again; I would have never bought these strobes; but at this point I made my bed and now I am going to lie in it.