My original backing plate failed after two seasons. Ordered replacement but ordered the "pro" replacement rather than the "dual action pro". Bummer. Called office and Ashley was so helpful ... ordered and sent two replacements authorized return of the 'pro' plate. Received the right backing plates and surprised that all new hardware was included. Back in business getting her waxed and polished one more time. And also, refund processed promptly with no followup required. Thanks Ashley and the Shurhold team.