- customer service
Success at Last!
The reverse osmosis filters bundle arrived on time. I followed directions in my booklet but could not get the used filters out. I telephoned customer service who called back the following day. She recommended that I watch the video on PuricomUSA and if necessary, use a kitchen tool used to loosen tight jars. My husband and I watched the video and used a rubber strap (kitchen tool). Yeah! Success. The instructions to install the new ones are clear and easy. As an elderly couple we are thrilled . Filtered water flows again.
Still going strong!
I have had the zip filter system for 3 years now and it works really well. The zip replacement filters are on automated reorder and pretty much arrives just before the system red light comes on. Good, highly responsive customer service and overall very pleased.
Very Good Filtration System
Have only had this for a short time. It works very well and produces very clean water. Glad that I decided on this brand. Set up only took a few minutes. The only thing that I don't like is that it takes a full 20 minutes to go thru a cycle, not the 10 to 15 minutes advertised.
Problem with instructions
The instructions in the user manual nor the instructions with the filter replacements showed what to do when your installation had the old style connections on the post-filter. The replacement filter had quick disconnect design and my installed post-filter had elbow connections. I went to the web site and watched the video on the quick disconnect. I finally figured out that one-half of the elbow needed to be removed to install the quick disconnect. For someone who is not technically knowledgeable, this is a problem. Please clarify the instructions to handle this problem. I finally got everything installed and the unit is working fine now. Also the two filters were difficult to remove and re-install because the fittings were very tight. Although this installation was cumbersome, I really like the product and would purchase it again. P.S. I called your company phone number, during business hours, and got a recorded message about a call back within 24 hours. When you are in the middle of a problem, getting this response is not good customer service. Luckily the web site provided enough information that I could apply the information to my situation.
Hi, Thank you for leaving a review and your feedback. We have learned a few valuable lessons from this transition to the post filter with new quick connect fittings, which makes filter changes much easier and faster. We have included a flyer with each filter order pointing to the video on our website located on the bottom of this page- https://puricomusa.com/pages/zip-user-guide#zip-post-filter But as you have mentioned we should've included written instructions as well. I apologize that we were unable to answer when you called us. 90-95% of the customer support inquiries are responded within the same day. The voicemail message meant to communicate the worst case scenario and not a common practice. We have updated the recording to avoid any confusion. Eric