Technical Support
The distiller worked great for a couple years. Last month I noticed there was water leaking from the unit onto the reservoir tank. I called customer support and was told to send an email with a couple pictures of the unit. I sent that. Waited a week and got no response. I called back and he said he never got the email. I forwarded the same email and he found it on the phone. He said he would forward it to the tech guys there. Another week goes by. I call back. He instructs me to reseal some threading near the solenoid. I told him that I did not see any leakage coming from there. But I resealed it anyway. The unit is still leaking. So I decided to be my own technical support and investigate further. I turned on the unit and set a timer on my phone to check the unit every 30 minutes. After a few hours I discover the bobber seal is defective. I sent on the same email thread pictures of the actual leak. I don't hear from him for another week. When I call back he asks me what model I have. I repy all the inofmration is in the email that I don;t think you even looked at. He asks again for the model, like its the first time I've ever spoke with him. Fine, I comply and give him the model. Then he asks whats wrong. I again direct him to the email that has ALL the information in detail with pictures of what's going on. He then asks me again what's wrong. I have to explain that the unit is leaking and go through all the details that have occurred up until the present. After explaining I think the bobber seal is broken , which I sent a high res picture of in the email. He says "yeah your bobber seal is broken". Ok I say, what's next? He seems perplexed, what do you mean what's next, nothing is next. At this point I'm a little perturbed. Look, I did your job for you and called you every time, never got even one correspondence from you and now you are acting like I'm supposed to know what to do next. So I present the options. Do I order this part? Am I under warranty? Do you think this is actually what's wrong? Mind you he never looked up the email. "Oh you should order a bobber seal". Ok I say, how do I do that? A little help here guy, I don't work at your company and I'm not an engineer. I had to ask for the part number. Ask How I can buy it. He mentioned I can buy it on the website or he could take my order over the phone. Thinking about how thinga have gone so far, I was not expecting this interaction to go well. I am expecting it to be a cluster f*@#k, so I opted to go to website and order it myself. And that is the present state of my quest to repair my distiller. Bottom line this guy is a horrible communicator, and I get the vibe he could care less about my issues, and would rather I just go away. Its been like pulling teeth this whole time dealing with technical support. You should hope that nothing ever goes wrong with your distiller. Put your engineer hat on and put tech support on speed dial, you are in for a wild ride that will test the limits of your patience.