I've talk to them a couple times and they are so nice and the last time I called I told the girl who answered the phone the problem I was having. She went to the tech guy and I heard her tell him that I knew what I was doing and to tell me how to reset the machine myself. I surely wasn't mailing it in to them for them to reset it. It's running great and no problems. The company is located a couple hours from me which is funny because I told them if there was a problem I just hand bring it in instead of mailing it.