I called on Nov. 6, 2020 to get a new clutch for the shade. It never worked well and broke after 4 years. Bali told me they would ship it out. On November 30 I called again and they told me it should ship on Dec. 1. Today, Dec. 1, I got a notice it will ship on Dec. 9. This customer support is terrible. Why do I have to wait over a month to get a replacement part that is standard parts. User's recommendation: Knowing what I know now I would not buy Bali.