I've been hit or miss with their customer service. The first time, I was given the phone number of a tech who answered my questions. The second time my e-mail went unanswered. As they were just some more questions, I wasn't all that concerned, although I was disappointed in not getting a response. My understanding was that they were relocating the factory at the time, so I'll give them a pass on that one. I haven't had any problems with my tub, but its good to hear they are taking care of you.