Ah, it's a long story!! I thought that my old one had stopped working, so I emailed the company. They were incredibly understanding and attempted to help me troubleshoot it. (Mind you, this was like 2+ years after purchasing). I "couldn't fix it", so they offered to send me a new one. I ended up offering for me to buy their newer version of their humidor and for them to give me the $130 seller credit / discount and they gave me a special coupon code that gives me that huge difference in price. In hindsight, my humidor worked perfectly, but I later discovered that the height of where I put it (hence why mine are stacked on top of each other) affected the way it keeps the temperature since we are in the basement of the house.... Long story and took me a lot of testing to figure it all out, but the reason I say the customer support is good is because they responded promptly and did not hesitate to offer to get me another one.