First impressions are normally last impressions. The process and procedures are explained on the web site and further if you need more help during the phone review. The only negative was the order was not completed as stated in the phone review. I was quoted a thumb drive and 1 DvD disk. What I received was 2 DvD's. Since there is no direct call to customer service I had to leave a VM. About 7 days later I received a call stating the invoice did not show thumb drive, only DVD's. My email copy was correct and the mistake was on there end. However a thumb drive was created for me at no charge. I do recommend that you call the drop off store first before picking up your stuff, once you been notified its ready.