A Belkin UPS was ordered for my father, and I was shipped one that was apparently a customer return (dented, scratched, inspection seal broken, & bad battery according to Belkin specs). I was rather furious over this. Thanks to Kathy Z. from Provantage, she took care of everything at no cost to me and I had a new Belkin unit that week. She was a joy to work with, and it's really a shame that all online vendors don't have people like her. Thanks to her, I see no reason to not order from them again.