I'm not here to attack a good company, but my experience with this device has been less than satisfactory and I think its appropriate to share. Let me start with the good. I've said before and I'll say it again, the Apex was eye opening. I had a RK and when I finally switched, I was amazed at how much easier this was and how much more functional it seemed. I haven't tried the new RK upgrade- I hope its on a par, but Apex was very nice. They were also very polite throughout the customer service process. I appreciate their hard work, their effort, and their quality products. On to the not so good. Their customer service process is harming the company with at least some of its customers. My DoS sprang a leak. IT happens, no real harm done. To this day it remains possible that the leak is on my side rather than the DoS side, so my concern is not that there is a problem. When I called their customer service, I was told by recording to go to the website then hung up on. Apparently they will only deal with you by email. I'm sure thats a fine way to work in some cases, but when there are a dozen different, fairly obvious tests that need to be performed, one email an hour means it takes 12 hours to repeat that the test has already been performed (have you tried blowing on the hose end, etc). Email just isnt a good way to go through a lot of little details. I asked each time, or most times, if we could get on the phone. The answer was that I'd have to schedule a call. I did. When the call time came and went, I received no call. The explanation? Well, I thought you were just going to perform the latest test I emailed about. I finally received a call in the evening at which point it was obvious we could have saved everyone a lot of time by talking for 3 minutes about what was and was not going on. The whole process makes it seem like Neptune values their time more than mine. I disagree. I'd much rather do business with a company who takes my time seriously. I don't like to pay a premium only to find out I have to live by the sellers schedule. Great device, good effort, but wrong attitude about how to approach customer service.