This specific machine I purchased is my first with NewAir but my 5th different manufacturer of ice machines. I have changed roughly every year when the machine stops working. I have had a few little kinks with this larger machine which has caused me to reach out to the customer service team. It has been nothing but wonderful to work with the NewAir Company. Yes they have a great machine but they have an even better team. I will be a customer for life. It was such a pleasure to be treated with respect and courtesy.