I bought a Zero water system back in August 2020 on CFUK for a special price to the forum of £321. The rationale was simple. I am useless at fixing things and this offered a solution to the annual problem of scale. Since I made the initial purchase, I have spent an additional £814 with Osmio on ancillary products. Several months ago, the machine started to leak occasionally, always from the same place. So, I contacted Osmio and they sent clear instructions about descaling that I followed. They then sent a further set whereby I had to strip the machine down and soak internals in citric acid. I did this and the leak continued.
I agreed to send the machine down to them for service. I had to buy a box from them as the original I could not find, that cost me £18. I paid for a full service @ £136. The machine stayed with them for 10 days or so. I believe all they had done was fill it and leave it in the ‘on’ position. They then contacted me to tell me that they could not replicate the fault and were returning my unit and refunding me £81.
I received the machine and since the return in April, it has continued to leak several times a week. I have had a coffee bench made and the water is ruining the wax stained wood. A solution was suggested by Dave of sourcing a tray and I have done that. Then I thought no…..so I contacted Osmio explaining in detail my issue and I received a stupid reply telling me to go online and read the manual. I sent a second email explaining that I had hoped for a better solution than that, and asked for a discount of some sort to allow me to purchase a new unit. I even said if they could just not send the Sanser and blank filters. Again, I received an odd reply allegedly from Mark the owner, once again selling the refurbishment option. I replied at length telling himhis suggestion was not what I was looking for, and that I was going to scrap the machine and have a look around the market. His reply, ‘Good luck’.
The reason that I am telling this story, is that until now, although I had seen many reviews on sites slating the levels of customer service, I had never personally had anything but excellent customer service, until now. So, I have voted with my feet and taken my unwanted trade elsewhere. Shame as I quite liked the product.