I had a bad experience with my Onza Tournament Edition, went through about 8 of them in 6 months, they all got replaced but i just got sick of dealing with it so i gave it up. I gave them another shot and got a Naga and have ZERO complaints. There customer service to me isn't bad, if anything i would call it "average", by that i mean it feels like your talking to a robot and not a real person.