Just as a customer, who has called them a couple of times, I ordered a pair of batteries through their ebay store where they sell refurbished, damaged, returned, irregular batteries at the time they were selling some discounted irregular, not built to spec batteries last month, maybe month before last now (wrong bluetooth switch installed, not waterproof, etc. but still covered under full warranty), and the owner even called before shipping to confirm my address was correct as it came through listed a bit odd from ebay. In my experience he is willing to take the time to talk about issues, one of my calls was regarding one of the BMS settings (overcurrent?) in the bluetooth app looking wrong, he not only took the time to answer and have me read back some information, he went on to explain that the older version of the app I downloaded off the internet had a bug which misreports this setting, and texted me a link to the latest version of the app. Overall I get the impression that he really cares that the customer is happy.