I believe I dealt with Josh (?) over the phone when I ordered my UV bulb. It came very quickly as promised. However, I phoned back to ask about changing the ballast on my unit, and Josh (?) said he would send me a how-to video detailing how to replace the ballast. I never did get that video. I ended up finding the instruction booklet on-line and was able to purchase the ballast elsewhere. Great service on the bulb, though! Thanks!