I recently bought a (supposedly) new/open box Spot1 on a popular auction site. Turns out the unit was defective, but I had no way of knowing until AFTER I'd ponied up $169 for the subscription.
Anyway, I called Spot tech support to find out why I couldn't connect, and had a really great experience with them. They explained in great detail what I needed to do, and walked me through the diagnostic process to determine the root of my connectivity issues.
When it was determined that I had a defective unit, they offered to sell me a Gen3 at a greatly reduced price, and suggested I return the defective unit to the seller, which I will do as soon as I receive a shipping label.
My New Spot Gen3 arrived just as I was heading out the door for work yesterday. I ran back in and called Spot for my upgrade, and was back out the door 10 minutes later. Very quick, extremely professional service, with no upsales attempts of any sort.
Got my initial satellite lock in the yard at work (nothing but sky), and tossed the unit on the dash as I did my deliveries.
What a great tool for the adventure rider. I can send a check-in message, there's a custom message I've set up to tell the wife in heading home, another "HELP" button that sends a message saying I'm OK but I need help that goes to everyone in the house, live tracking, and, of course... SOS.
The web portal is easy to use and understand.
The entire experience (with Spot) has been so positive, I just had to tell everyone I can.