Good customer service. I tried to order my repair kit online, but had problems when it came to checking out. I got frustrated and scrapped that attempt (it was late :) A Warm your Floor company rep called me to follow up and complete the order on the phone the next day....color me surprised. Again, good company service :^) I actually ordered a floor heating cable cold lead repair kit. Frankly, as an electrical contractor, it's one of the more difficult repair services we offer. Overall, the repair kit is pretty good (comes with a decent set of instructions, and a variety of parts to complete the repair). That said, it could have a better grounding wire crimp sleeve (the metal part really doesn't crimp down well). The shrink part of the grounding crimp fitting is acceptable. The large shrink tube barely fits over the other parts, so that can also be a bit tough to work with....But, probably better to have a tighter fit for the type of repair it is. So, overall....the right solution and product for incompetent tile installers who can't read simple instructions (you know....like bedding the cold lead in mortar :)