The online messaging helped me feel confident I was buying the correct product, which was different than what the support person at the hot tub manufacturer was recommending. Given I ordered this at the height of the whole Covid mess, I had low expectations on when it would be delivered. However, when I called to confirm that my order was being processed because I hadn't seen an update online, I was told it was indeed being processed and shipped and it arrived on time as estimated. Service was friendly, knowledgeable, and easily accessed. Overall, a great experience. My only issue is that although my model is manufactured, sometime in the last 14 years the order of the control buttons changed. So while the new unit works flawlessly, I have to remember to press the light button or the jet button to raise the temp. and my temp. buttons now turn on the jets or lights. : ) Not really a big issue as I'm just happy to still be using my hot tub.