I called because I broke the plastic piece on the back of my Xi5 remote where the lanyard attaches. I wanted to get another housing for the remote, but they don't stock that part. I was never put on hold and Blake at MG asked for my address and said that a brand new $150 remote would be mailed out today at no cost. The entire phone call was under 4 minutes. It's a welcome change from most companies that put you on terminal hold and you are lucky to speak with human being that speaks good english.