VERY impressed -- both with the service and the quality of the staff that I worked with. I had an issue with my unit on Christmas day/evening. I called Tech Services, talked Andy, was told that, while the unit would be replaced, Tech Services couldn't handle that and Customer Service was closed for the weekend. But he would make sure someone would contact me ASAP (probably Monday) to get started on getting me a replacement unit. I got a call on SUNDAY at 8:30 am from Bill, who started the replacement process. He told me the new unit couldn't go out under Priority Mail until Monday but I should have it by Thursday and I needed to call when I got it to activate it. I did get it on Thursday and called & talked to Annette. The patience, understanding, and concern that I have protection ASAP that was displayed by all of them was outstanding. It was a joy to work with them.