We have appreciated having the the Newair portable air conditioner these past five (or so) years, especially during the really hot summers. However, the hose became damaged over time. I contacted customer service and received a response in a timely manner. Shanice, the customer service rep, was quick to respond to my following emails and she was able to find the replacement part for me. One thing that I would appreciate more would be making the website easier to navigate to find replacement parts.