By some distance, ESUs biggest problem is their English language support. However due to the nature of their well designed products this problem has been overcome to some extent by forums like this. I don't understand why ESU doesn't employ an English speaking technical sales guy as it would increase their sales worldwide by a large factor. However I wouldn't let it put you off their products. Compare them to ZTC who have good support yet crap products. I know who I'd rather spend my money on!
Rob
Rob