FreshGround are usually very responsive when contacted through email. When you report an issue they will quickly send out an engineer to check out your problem. They will, however, only email you at 4:30pm the day before they are going to arrive so for a smaller hybrid office, it is not always caught to make sure that there is somebody available. A lot of their accounts emails are automated so sometimes you receive incorrect invoices, with the warning that your account may be put on hold if you don't pay them, even when the accounts department are aware of any errors. Other than that, the engineers are very friendly and really seem to know the machines well. The water tap [cold, ambient and sparkling] has been an excellent addition to our office's kitchen and when we had an issue with an initial quote the response was excellent and easy