It's always a bummer to hear of an unsatisfactory or frustrating encounter with a vendor like this. I've bought tons of cells from Orbtronic, and I've never had a single issue. In fact, I just got a additional quartet of these very same HG2s the other day from them, and they are flawless. However, I always say that you never truly know how good a company is until you have a problem that needs to be resolved. Since I've never had an issue that I needed to contact them about, I can't say firsthand how they deal with such issues, so I will reserve judgement until (or if) I need to return something myself.