First of all, I live in Connecticut and couldn't find any support for my PondMax system replacement parts. I found Play it Koi online when searching for PondMax parts. I called and left a message (knowing the time difference). Derek called me back the next day and was helpful with an accommodating personality. I did not feel rushed or as if I was a bother. I described the needs I had and he understood exactly what I was explaining. He sounded very busy but took the time to help me out on three phone conversations. I wish we were geographically closer. I would love to visit the store a browse. Kudos to Derek! Dale