What exactly do we mean when we say that we have found a manufacturer to be extremely user friendly? It's really simple. We sell a lot of products, so we deal with many manufacturers. Although every manufacturer we use is very good (if we find out they are not, we won't sell their products), some are better than others when it comes to end-user support. In our industry it has become common for a manufacturer to feel that if their product fails, then the end-user customer has to send the product back to the merchant he purchased from and that merchant in turn then sends the product to the manufacturer, and after the manufacturer repairs it they send it back to the vendor who in turn then sends it back to the end-user. As you can guess, this can be very frustrating, especially if that product is a lock or card reader that you or your company relies on every day. When we say that a manufacturer has been very user friendly, that usually means they will try to determine why the product failed by phone or email directly with the end-user customer. Then, they will usually ship out a replacement to the customer and pick up the defective item, usually fairly quickly, and again, directly. This saves a lot of time, sometimes weeks!