First they have amazing products, but when I started experiencing some noise issues with my active pedals I started getting concern. However, after my experience with their customer service team, Nea and Tuomo took great care of me. They were quick to respond and always were very understanding and helpful. It makes a big difference when someone takes the time to say they understand what you are going through and they assure you that you will get taken care of. The only reason why the response time listed is 6-12 hours is become I am EST time zone. But nonetheless I received a response every day. I will be a Simucube customer for life!