Customer service is pretty good, replies to emails often the same day if not 1-2 days. Price was over-charged by £50 compared to original order, and I had to contact them and send proof of the original order email to get the excess refunded (I'd have thought they should've had records of that if I had!). I ordered the kit last September, delivery was estimated March, then March-April, it finally arrived mid May, disappointed on lead time. It's a shame there wasn't a black wheel option (only silver) as my bike has black wheels, so now it looks odd with one black and one silver wheel. The battery is easy to fit but isn't that compact, as it sits inside the frame triangle, it takes too much space up that I can't fit a water bottle in the cage any more. Performance is good, it's fairly gradual power delivery once you start pedalling, not jerky at all, and with the basic handlebar controller it's easy to operate. My wife's very pleased with the power it gives her to get up hills, although is less keen on all the extra wiring and cable ties everywhere. We bought this to put on a light hybrid bike, to replace a much heavier e-bike, and it does the job very well. Due to the ligher overall weight, it's much easier to lift onto bike racks too now, so overall pretty happy with it.