They are about five miles from where I live. They are in El Monte, CA. A small front office (about 6 people) with a medium size "warehouse" (maybe 1,400 sq ft.) with a second partial "floor", where they store cameras. They are not shy about returning a "used" camera to stock and selling it as used. They have one guy who usually "checks them out" before returning them to stock. I have been in there alot when I had my analog system and bought both new and used cameras from there. Two of the "new" cameras that I bought I had to return because of glitches (one kept throwing up a "rainbow" pattern both in day and night about once every two minutes....intensely frustrating." They have ALL asian employees. Now that I am using IP cameras, I only deal with HIK, Dahua and Dahua. I don't know how there IP stuff is, but it is probably the same. For the most part, I think that their reviews (Amazon) are sub-par, and yes, they don't really have that much "expertise" when it comes to support. Those are just my experiences with them. I can tell you that I plan to stay away for anything IP based as I don't really have a "warm and fuzzy" feeling dealing with them.