Chuck K.
Great product, but customer service not so much.
This is a rather difficult review to write. I would love nothing more than to give them a HIGHER than high five star rating, but the lack of customer support is the ONLY reason I’ve given it four stars. I have invested probably close to $3000 in their products, so I have a ‘vested’ interest and am very qualified in my review. First off, their products are of the absolute highest quality I’ve experienced, and in my opinion, mostly worth the cost. Yes, maybe some of the accessories are a little pricy, but the quality seems to be top notch. However, the customer service has recently been challenged and not what I would have expected from a US Veteran owned company. Generally, I’m not a needy customer, however, when I send an email requesting information and support, I expect that it be responded to within 1-2 days. Recently, I sent an email requesting the availability of an accessory item that I could not find on the website on May 23rd. I followed up with additional information on that same email on May 24th. After following up to my original request, I did receive a call back and was told that they did send an email, but it was never received. The gentleman from customer service said that they have had numerous incidents where emails were not received by customers. I suggested that they consider following up in the future to make sure customers are satisfied. Additionally, there is NO way to even call the company to request sales or service support. I understand that they have experienced such rapid growth that they had to remove the phone number from the site. I wish they would add more focus on service after the sale, which their products well deserve. I expect that of larger companies, but not of a company that is supposedly a small, high quality, customer focused US Veteran owned company. I will continue to strongly recommend their products to anyone that asks, or is interested in my experience with their system. I will do so because the products are exceptional. However, I will have to disclaim my enthusiasm that customer support might not currently equal the product quality. I just wish I could given a blowout off the charts review of the entire experience.