There are [at least] 3 aspects to customer service that come to mind: (1) the very existence, and then the availability of a product, (2) the efficiency of the shipping/handling process, and (3) the pricing and other billing aspects. With respect to (1), I am very grateful to Thomann for taking it upon themselves to manufacture and sell hard cases for various electronic musical mixer/recorders. Some years ago I bought an 8-track mixer/recorder called the Tascam DP-24SD (yes, it has 24 channels, but you can only record to 8). I carried the Tascam to many gigs, where it was my mixer as well as my recorder, with most of the band's instruments each going onto its own separate channel (which gives one enormous control over the final sound mix). Very useful device, but having dozens of buttons and dials, wherefore you don't want to stuff this thing into a burlap bag and throw it in the trunk of your car, hoping-against-hope that none of the settings will change every time you hit a speed bump. I was frankly amazed that Thomann made a hard case specifically modified for this very model, and I used the mixer and the cae for years. But, alas, the time came when the Tascam died and was irreparable. So I just bought a replacement, the Zoom Livetrack L-20, which has 20 genuinely-independent inputs for instruments -- more than twice as many as the old Tascam. Although I had no expectation of finding a Thomann hard case for this device, I was astounded to find that they do indeed have one! Thank you Thomann. I ordered it. The price was unbelievably low, $66. (2) Pricing: But when the email confirmation of the sale arrived, the price had more than doubled (about $145)!! What the heck? I thought I had accidentally ordered two of them, but, working back, I found that the huge price increase was due to a shipping cost that was considerably higher than the device itself! This is problematical to me, although Thomann doesn't seem to see a problem. It's not the cost itself -- $145 for this case is a perfectly reasonable price, and is actually LESS than I payed for my previous Thomann case. The problem is that I didn't see the S/H price coming, and it was a real shock. I would recommend to Thomann that they increase the apparent price of the case, and lower the apparent price of the shipping. I realize that they cannot control the prices charged by shipping carriers, but I presume they have at least some power to decide how to allocate the customer money, so that it at least looks like the shipping doesn't cost more than the case itself. It is because of this price shock that I didn't rate the product 5-star. (3) Delivery: The delivery was amazingly fast. I ordered it about a week before a Thursday night gig, and it was shipped with a Tuesday estimated date of delivery. Then I wrote to Thomann, complaining about what I regarded, at that moment in time, as the 'hidden' shipping cost. They wrote back assuring me that it wasn't hidden, but that I had merely missed it. Maybe. But the point is that in that email message, they informed me, in a Monday message, that my order had been frozen, because they weren't sure I still wanted it. Well, I never said that, and I presumed that there would now be no way to get the case in time for the Thursday gig. But when I advised them that I still wanted the case, they shipped it, on Monday, with a Wednesday delivery date. I didn't believe a word of it, but bright and early Wednesday morning the case appeared, like magic, on my doorstep. And it's a perfect fit for the Zoom Livetrack L-20. Incredible! Did they really ship it from Germany in 2 days? I don't know; all I know is that they said they'd get it here, and they did. So my review items (1) and (3) get 5 stars. Only the pricing gets less, and not because it was too expensive, but just because of the understating of the huge shipping cost. So, 4 stars overall. Now I'm wondering what other kinds of cases they make. I need one or two more, for other devices.