"From the very first inquiry regarding the existing device that I had, Fusion 2.0 it was smooth sailing. I contacted them regarding a problem that I had with the functionality of my device. I received some information from the Customer Care Representative, on possible "fixes." So, I gave them a try, unfortunately none of them cured the situation. I was then asked to retrieve information , i.e., part numbers on the device, where purchased and when. I followed through, gave them what I had and the next thing I knew the representative Eve, that was assisting me, said that a new device had been ordered for me and that it would come via UPS. It was to me within three days of our last email to one another. Been using the newly upgraded device, it is quieter than the one I had, works great, Eve was a gem and made sure that I was totally satisfied with the transaction. What a treat to get REAL Customer Service and without attitude! Hurrah for Eve and Hurrah for Waterpik"