I bought a Victory Q2 range hood to replace another brand new hood of another brand that wasn't venting properly. When I had this one installed, I was still having a problem with it not catching heavy steam from the front burner. Online customer service, through a series of questions back and forth, involving photos of the unit and of the outdoor vent cover, was able to troubleshoot that the problem was actually that my contractor had installed a vent cover sized for a bathroom exhaust fan that was just incapable of removing the volume of air this fan was taking out. I have now had that vent cover replaced with a Victory cover. Who knows how long it would have taken me to figure this out (my contractor failed) if it hadn't been for your customer service team taking the time and asking the right questions? I'm very grateful.