I got a used Timeless Ti Slim from our BST here and had a question regarding a milder base plate. Send the question via the contact feature on their site on Sunday. Within less than 30 minutes it was answered (on a Sunday....)!!! We had an email exchange on Sunday afternoon and Monday and now a new base plate is already on the way to me!! I could not be more happy with this kind of customer support and being so very helpful. It is really a rarity these days to get superb treatment as just a user of their products, not that I am the original owner who bought it from them. I highly recommend these guys!! If I ever look into getting another razor, this would be my very first choice!!