I ordered my 3rd phonesoap and, unfortunately, it just did not work right out of the box. I started a return and got a replacement immediately. I got the replacement but it has been a week and I have still not gotten an approval on the return. I called to follow-up since I fear that I would get charged again for the replacement unit. The phone number just had a recording which asked me to just send them an email or chat with them. The chat was initially, again, automated and of no help. I finally got a "live person" but exchanging messages with her was very slow. It was clear that she was juggling multiple chats at the same time! For the price of their product, this is totally unacceptable and not customer friendly at all!