Response from the owner - 3 months ago
First, let me extend our apologies that you feel ignored. That was not our intention and it is in no way our policy to ignore customers with questions, issues or warranty claims. Unfortunately, the manufacture of the cartridges you purchased happens to be in the middle of moving their entire operation from California to Texas – they are not reachable, despite many of our customer service agents attempting to contact them on your behalf. This is the reason for the delay in your warranty claim. We understand this is very inconvenient, but there is nothing we can do about it. While it is part of our policy to help customers process their warranty claims, which we are in the process of doing for you, we do not guarantee that claims will be accepted by the manufacturer. It is clear from the pictures of your cartridges that you provided our team, that this is not a product defect. Rather, it is damage done to the cartridges due to lack of regular cleaning and allowing pressure to soar in the tank. This will cause cartridges to collapse and crack. It would have happened to any cartridge on the market. Despite this, we will follow through on the claim with the manufacture once we can reach them. But as previously stated, we CANNOT guarantee the manufacture will accept and process the claim. One of our agents will contact you ASAP with an update when available.