Their customer service is a scan because their products fail and they will NOT assist you. I have a small business. I use these machines daily. It initially took me almost one year to get my first faulty Explore warranty exchanged. Most recently I received an ad from Cricut advertising a sale at Michael's for a black Air 2. So I upgraded one of my Explores. In under 3 weeks it started tearing all my paper. I called them and they determined it WAS a faulty machine. However instead of taking my credit card and sending me a replacement with a return label. ((Generally electronic:s company's expect the return within 10-14 days or they charge you). They were going to make me video the 2 machines in action again documenting the issue. Even though I had already sent them photos of the problem and the other machine working. Now the fun part. I purchased the Cricut at Michael's less than 3 weeks prior and the receipt states returns accepted for 180 days. Nope, not on Cricut. So this is my second lemon and the customer service is non existent. I did force Michael's to exchange it but what is wrong with these machines? The new one worked instantly upon installation. They must know there is a problem. I have a small business. I can just stop working. Shame on Cricut and Michael's