When I call , they always come out when called same day and with urgency to make sure they get the unit s de-iced and back in action. Several times I have had other parts replaced due to age of the systems, but they have had the parts in stock and I am not normally down for long. I was told units arent made to last like they were made 25 years ago and would last equally as long, but we still continue to be able to get these units working time and time again. I replaced the cooling coil in both machines- cost 900.00 each, but it has extended the life as those coils were leaking charging coolant and this has made all the difference in the world, and I didnt have to buy a new unit . Their service is great and I am continually pleased.