Ryan, the technician that repaired our AC unit that had a factory defect, was very thorough and proactive in ordering parts that were "suspect", meaning he couldn't be certain that they would remain in working order. He made sure that these parts were ordered before the warranty period expired, and installed them himself. This, along with his professionalism, manners, and skill in determining what went wrong, has provided my wife and I relief that we will get years of good use from the AC unit.