I have had this oven for over a year now, and I use it every day. It is large enough that I rarely need to use my regular oven any more. It makes perfect toast in 4 - 4 1/2 minutes; does a great job of baking homemade bagels, pies, brownies -- everything I have tried. I love the crumb tray -- easy to pull out and clean. It has many settings for various purposes, and I have found most of them useful, although I haven't roasted meat in it; I do mostly baked goods. The quality of workmanship, materials, and design is excellent overall. The roasting pan and rack that come with it are heavy-duty metal with porcelain enamel coating. I will say that the pizza pan has a non-stick coating that is somewhat fragile. After a year of careful use, I set an apple pie on it recently to bake, and where the hot filling boiled over onto it, a bubble developed in the coating, leaving a bare spot when I washed it. As to customer service: when my oven arrived, the crumb tray had a huge dent in it, as if something heavy had been dropped on it. There was no way it happened during shipping, so it was a quality control failure. I really didn't want to return the whole oven to Zappos, so I e-mailed Breville
with some photos, and within a couple of days they e-mailed me back that they were shipping me a new tray, which they did ... no hassle, no questions asked. There is no question that this oven is expensive, but I have to say that, so far, though not 100% perfect, its quality has lived up to the price.