Thanks a lot. A few follow up question:so it is a physical product? Also are you located in the US? And last, since customer contact it is so draining, did you consider to spend one of the 20 M profit and outsoure customer service (or hire 10-20 people to take of that)?
We do have outsourced customer service. But still I have to be aware of what the customers are complaining about. In some cases people are filing frivolous complaints to government agencies which you have to respond to. With Saas, I would go after the bad actors. With consumers the number of bad actors is endless.
