NEATO Customer Service is GREAT. I bought this model from woot back in August. My carpet is thick (new loose shag style) and the machine runs slow on the carpet, but is great on hard surfaces and berber carpet, and regular carpet. Anyway, I had in issue with the unit because the battery was dying before the vacuum could make it back to its base to charge. I called Neato, and they sent me a new battery pack (thess batteries are heavy). Once the new batteries were installed, the unit worked great for about 3 months, and then the same thing started to happen again, it had trouble making back to the base for charging. Yesterday, (Saturday) I called Neato, and they were great, they said the the problem was not typical, and they offered to sen me a brand new machine. Great customer service. My only caution is that if you have very plush carpet (like shag), then the unit will run very slow on that type of surface.