This was my first experience with Penguin Air and I was very pleased. Robert M. did a thorough tune-up job with my three units, took pictures of the defects and explained options. No hard sell. I had to replace a defective part which was still under warranty. Other minor issues could wait. my option. Service is very well automated (tablet/ paperless, review sheet, pictures, etc) so I got everything we discussed packaged into a concise email - very convenient.