Originally purchased a 16XS after speaking to a representative through email. Turned out they no longer had any in stock. Initially, I was upset since the payment was processed even though there were no longer any to be sold. The reps were apologetic and asked if I would like to upgrade to the 16X, so I opted for that. The wheel came in on time and in good condition. I was sent an email with some basic information regarding the wheel, an app that connects to it and safety recommendations. All and all, the service was very good and I'll definitely contact if I ever need anything in the future. Happy riding!