I used to use a mixture of an electric razor and a Gillette Mach 3. The impetus behind purchasing your razor was to reduce ingrown hairs and razor burn. The first 3-4 times I was actually unhappy with the razor and quite negative on it, but I just kept believing that I had to be doing something wrong. So, I kept trying! I actually watched the videos on your website before I used the razor, so I felt confident using it the first time. One thing I think you need to make explicit to new users: "this shave is gonna take longer than whatever you're using right now, at least until you get the hang of it." You may even want to print this out and have it as a warning when someone receives the razor. I think it would help set proper expectations.
My first experience was negative because it took forever, I was taking way to many strokes with the razor because I couldn't get get the angle right, and because I cut the hell out of my face. Subsequent shaves went similarly bad. Then, it just seems that after slicing my face enough times I finally got it and I ended up with an amazing shave one day. I think getting the correct angle of the razor head takes practice. Maybe I'm an outlier though and others get it right away. It was also hard for me to believe that going with the grain would actually result in a close shave, but I have now experienced it!
I still slice my face every so often, but I don't have razor burn or ingrown hairs so I'm a happy customer. I'll keep working on it. More than anything though, I'm actually interested in picking the razor up and shaving, which makes my fiancé happy because I have a smooth face.
Other feedback: I like the aftershave, but I use a ton of it and I kinda wish it came in a larger bottle. The shaving balm is great.