Update: Now there is a new requirement for the replacement that I need the original packaging to send it back. This is a commercial microwave meaning it is HUGE in size and heavy. It came on a pallett like a refrigerator or washing machine would, secured with styrofoam on two sides and then into a huge box. They want me to buy boxes from amazon and replicate their packaging and take responsibility for the condition and safety of the item when returning?! At one point during negotiations I was offered part refund and I agreed, have not heard back from that person since agreeing. Now that offer is no longer an option for resolving this matter. It was for that very offer we were willing to let this bad experience go and buy ANOTHER ONE of these microwaves. However, they fail to see the potential in their customers for business. It is frustrating too how they keep giving you cold shoulder without even hearing you out, wastes SO much of your time and makes you feel foolish for having spent hours and hours on their phone and email communications. I am definitely not buying the second microwave, forget it. Waiting on case manager to get back with an update on the resolution for the first one as the return and replace is now under scrutiny too as I do not have the original packaging. Not because I recycled it but because courier ripped open that box with blades to ensure item was okay and not damaged in transit, in turn making that box useless as it was sliced into two! It is ridiculous how this company has gone downhill from the last time I bought items from them. Customer service is non existent and for namesake only. Be it unhelpful agents on call who ultimately communicate via email, or those on chat where you have to wait for 60 mins or over to get anything across to them to get the ball rolling or their "eMessage" system which is awful as the messages are never read in full, replied via automated prompts and only keep pointing you back to their FAQs. These FAQs are also nowhere near helpful asthe questions most of this companies customers have won't be on here. So all in all a flop show with customer service. In terms of the product quality, well their own Electriq brand does not seem be doing enough QC on their devices. Got a commercial microwave, which leaks water from door when warming things with it and the fan would not stop rotating with its loud noise even after use. I initially reported this within two-three days of initial use, got told to send proof via email for a 'replacement'. I took a video and a photo and sent it across - no response for a week. Chased it up and got told they had closed the case because they never received my email - fair enough you'd do that in cases where you do not receive proof BUT have the courtesy to inform customers for those genuinely trying to send stuff in like myself. Anyways, repeated the email drill 6 times since then and they only ever received it once. I was told within 48hrs I will have a replacement delivered to me. Ha! I chased it up and got told the case was closed because they had not received any proof, yet again. So of course I send the proof via email for the 7th time. This time they cannot view it so they send an upload link which can only take photos btw. So uploaded one photo. Waited 3 days and no response. Got a text saying that the microwave will be collected by end of the week. I was told a replacement will be provided. Nothing about collection of the device was discussed, it is more frustrating because they do not communicate. I do not mind getting the engineer down to fix it, as they suggested as first resolution to me, but this is something completely out of bounds. So now I am going to be left in a food trade without a microwave over weekend, which to anyone not in food trade too would be obvious that it isn't ideal. I have had no communication about refund, returns or replacement so it is evident that they are trying to get this done as quietly as possible given how they have handled this case. What is beyond me is they still keep calling me from their sales team to open a trade account with them, I tell them every time about resolving my issues first and they promise give a replacement but have not conveyed it to the customer service team thus far, clearly. I have had a couple good experiences with this company so I decided to go with them but I deeply regret taking this decision, as their non existent customer service, relucantance in hearing a customer out and negligence in resolving a trivial issue besides misinformation, false marketing and trade malpractice is appalling and certainly not appealing to any customer looking for good use of their hard earned cash.