First of all the machine arrived in a custom made wooden crate complete with metal reinforced corners, carrying hand holes, hinges and metal clamp. Inside the lining styrofoam sheets was an incredibly sturdy box, also lined with think styrofoam sheets. I've never seen better packaging for shipping! Alberto from Bravo sent me a personal email, thanking me for the purchase and giving me contact information. I called him after we had it set up just to ask a couple questions and to reassure him it had been received. I didnt realize he was actually in Italy and took my call at what must have been about 9 pm his time! He graciously explained a couple temperature setting details and then followed up with an email too!The machine has a sleek design (we call it our Maserati!) We have learned it does best when liquid or slush is kept at 2 gallons or more just because the cooling system is so robust! Ventilation is a bit noisy, but is quickly becoming white noise to us.Love the responsive communication, timely and thoughtful shipping. Looking forward to many years of use in our heavily trafficked tea shop!