These are new products and there are always some glitches in getting them launched. Hach clearly is bending over backwards to take care of people having these problems (which is a clue that there are quite a few of these) and Omega should too. I have used Omega products for years and found that in general they have good stuff. Customer interface, OTOH, is not that smooth or not as smooth as one would expect in the modern web oriented world. If the meter is good then customer service becomes, IMO, a secondary consideration unless it is really bad in which case it moves into primary place. Obviously if we have two meters of about equal price and about equal performance people will tend to go to the company with the better customer service.