I was really excited about this product and it was relatively easy to get started. I went through all the skin safety steps and began on my legs at a 4. Due to the busyness of my life I used it about once a week (understanding it would be slower to work) and I did see some progress. My issue has nothing to due with the progress and everything to do with the fact that when I reached out to them on multiple occasions about the fact that I had begun to notice my unit heating up more than it had before and ending up with hives on a couple of occasions (apparently a rare side effect of laser hair removal) - other than one email asking for some additional information that I provided since it was my husband who had ordered it for me with a different email - I have gotten no help in exactly a month's time. I wasn't even looking for a refund at that point - just insight on what to do and zero help was given. I'm beyond frustrated with their lack of customer service at this point.