I've had 2 hydrojugs now and have loved them. Unfortunately, my second one had the handle completely fall off as I was loosening the lid. I submitted to customer service and after 3 weeks and a nudge email, I still hadn't heard anything so I submitted a 2 star review explaining the situation and the disappointment at the lack of response. Within the day, I heard back from them and everything is on track to be resolved. Hate to suggest that you need to be a respectful squeaky wheel if needed, but I'm also glad to report that they did actually respond and are willing to send a replacement. Thank you Hydrojug! Looks like I'll still be using my favorite waterbottle, thankfully!