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Posted by Barbara on
MUSKEGAN, MICHIGAN -- I purchased a one gallon glass water bottle from H2O Labs for my water distiller. It looked great, but it only lasted four weeks before it cracked. It didn't drop; it didn't fall; it wasn't hit by anything. I just moved it on my counter and Wham! the bottom had a crack in it.
The company refused to honor the warranty because they only warrant it for 30 days, and it was already 32 days since I had received it! They wanted me to pay to ship it back, and pay half the price of a new one, which is $49.95 I said 'no way'. It could easily happen again because the glass they use is very flimsy.
I'll stick with Waterwise. Their one gallon containers cost much less and they don't break. I've had a Waterwise glass container for 3 years, with no problem.
Company Response 05/29/2013: We are sorry but as you might imagine, glass products cannot be guaranteed against breakage. We do however, replace any glass product that has been damaged in shipment even though it is not our fault. We do this in order save customers the hassle of making a claim to UPS. But this product was used for over 30 days before the damage occurred.
We have sold thousands of these, (very high quality), one gallon carafes with very few issues. Most people are thrilled with this product. In the very rare event that a customer notices any defects or visual flaws, (such as small bubbles that can occur in the glass manufacturing process), we replace the product even though it is completely functional. But we were not notified of any visual flaws or other issues until it was broken.
In the interest of our maintaining our excellent customer satisfaction record, we offered to go half way and send a new one at a 50% discount. We would gladly have sent a free replacement in order to avoid a less-than-satisfactory review, but we have to maintain a fair and consistent policy for all customers.