The customer service was excellent! I had issues with my first transcript not coming through correctly but they were quick in getting me another one once their team realized what happened (and fixed it!).
They charge per word so there are no surprises if you do receive an incorrect number or have more words than expected - just be sure that's okay before submitting your work for proofreading/editing as this will add additional time charges which can get costly quickly depending upon how many lines need editing etcetera..