Very helpful and pleasant representative - as is my common experience with ABE. Brian was our technician and was very knowledgeable. He explained what the problem was, how it can happen, and offered ideas about what we can do to both confirm the source of the problem and if we can help with the solution. He was also proactive and brought a toner with him in case he needed it. He cleaned the machine and even double-checked other areas that were not part of the initial concern.