EME is the model of customer service with professional, prompt, and knowledgeable support throughout buying process that included phone calls, web chats, and emails (I try to be too high maintenance... so these are friendly and quick). Machine showed up clean and RTG with a full manual and 1lb of sample beans that are quite awesome. Have been enjoying great coffee since. One thing we learned was not to pull the grind waste container during warm up... it got caught mid-movement and was very challenging to get back in (had to use a knife and some wiggling). Up and running again and all is good.