New 2018 Filter Update
WHAT HAPPENED?
In late 2017, we experienced a batch of poor performing filters. Approximately 8 to 10% of the filters were faulty, meaning they did not perform as expected. There was nothing harmful about them, and they never posed any health risks.
The main complaint was about filters clogging and slow moving filtration. Once this was discovered, we acted quickly to redesign our filters and get them to market as quickly as possible. But not before dozens took to Amazon to post complaints - some justified, and others seemingly a bit questionable remarks. Some customers contacted us first, and we took care of every last one of them, while others never bothered to ask for our help. We took to heart their feedback and frustration and took immediate action. As of 2/20/18, the newly redesigned filters were in place.
During this production time, we refunded customer's orders, shipped replacement filters for free and placed those same customers on a FREE waiting list to ship them additional 2018 filters at no cost. We went over and above what some customers asked for, to demonstrate our commitment to a happy customer experience. All these steps were to help our customers through what was obviously a frustrating experience. To date, all these obligations have been met.
WHAT CHANGED?
The inside of the filter & the exit hole at the bottom were both redesigned.
The hole at the bottom was enlarged to allow a greater flow of water through.
The inside of the filter had the most change. First, we removed a previously used synthetic batting at the base of the filter that's purpose was to capture particulate matter from the filter's elements (small bits of carbon, tourmaline, etc).
Secondly, we redesigned the inside bottom to allow more water to flow towards the exit hole, and designed it so there would be less chance of air bubbles forming above the exit hole.
Lastly, a fine mesh material is now used to trap the filter elements, allowing more water through with less chance of being clogged by the filter's elements.
We tested these new filters over and over again, and could not get them to clog. We were extremely happy with the consistency, taste, and speed at which these new filters performed.
Again, we apologize if you were affected by this, but want to assure you that we stand by our products and will always strive to improve them.
Thank you for your time.
The Reshape Water Team
In late 2017, we experienced a batch of poor performing filters. Approximately 8 to 10% of the filters were faulty, meaning they did not perform as expected. There was nothing harmful about them, and they never posed any health risks.
The main complaint was about filters clogging and slow moving filtration. Once this was discovered, we acted quickly to redesign our filters and get them to market as quickly as possible. But not before dozens took to Amazon to post complaints - some justified, and others seemingly a bit questionable remarks. Some customers contacted us first, and we took care of every last one of them, while others never bothered to ask for our help. We took to heart their feedback and frustration and took immediate action. As of 2/20/18, the newly redesigned filters were in place.
During this production time, we refunded customer's orders, shipped replacement filters for free and placed those same customers on a FREE waiting list to ship them additional 2018 filters at no cost. We went over and above what some customers asked for, to demonstrate our commitment to a happy customer experience. All these steps were to help our customers through what was obviously a frustrating experience. To date, all these obligations have been met.
WHAT CHANGED?
The inside of the filter & the exit hole at the bottom were both redesigned.
The hole at the bottom was enlarged to allow a greater flow of water through.
The inside of the filter had the most change. First, we removed a previously used synthetic batting at the base of the filter that's purpose was to capture particulate matter from the filter's elements (small bits of carbon, tourmaline, etc).
Secondly, we redesigned the inside bottom to allow more water to flow towards the exit hole, and designed it so there would be less chance of air bubbles forming above the exit hole.
Lastly, a fine mesh material is now used to trap the filter elements, allowing more water through with less chance of being clogged by the filter's elements.
We tested these new filters over and over again, and could not get them to clog. We were extremely happy with the consistency, taste, and speed at which these new filters performed.
Again, we apologize if you were affected by this, but want to assure you that we stand by our products and will always strive to improve them.
Thank you for your time.
The Reshape Water Team