Whilst I very much like the Koh spray mop and exchangeable pads, I wasn’t happy with their customer service. I had a mop package given to me as a house warming present. As I have a cleaner due to being a veteran with a back issue, I wasn’t aware the cleaning fluid how much cleaning fluid was being consumed although after a couple of months it seemed excessive. I had a look at it and noticed it had been leaking. I contacted Koh about the issue and they informed me there’s a rubber grommet I needed to ensure was placed correctly on a particular nodule which they sent instructions for me to repair. With a little difficulty and a pair of long nosed pliers I ensured the rubber grommet was firmly in place. Unfortunately, again I realised the amount of fluid the mop was using excessive and simply asked my cleaner not to apply as much, given I thought the leaking had stopped. After a few more months the excessive cleaning fluid was still being noticed and there was a wet patch on the floor where I used to house it. I decided to take off the rubber grommet and see if there was a hole in it and sure enough, it was split along it’s seam. It was obvious to me at that point the 20 cent part had been faulty since new as I first contacted Koh perhaps three months after being given the Koh spray mop as a present. When I contacted Koh they told me, “unfortunately due to the mop being more than 12 months old I was entitled to a replacement mop”. I would have been happy for them to send me a new 20 cent rubber grommet and I’d fix it myself. This was not possible and I was told I’d have to purchase a new mop which I did but I’m still unhappy Koh on several levels. 1) I don’t believe it was my responsibility to try and fix a faulty mop when it was still under warranty and 2) Even when I did follow their instructions to fix it myself still within the warranty period, the hairline split on the rubber grommet wasn’t easy to see. I explained all this with Koh’s customer service department but by the time I’d been in contact with them the second time the mop was out of warranty, yet it was still well within the warranty period when I first contacted them. I guess I’ve simply been unlucky but should I really have had to buy a completely new mop? I love the mop but there is little doubt their customer service isn’t as good as their product would normally be. I suppose I could be living in a third world country so I’ll let it go but I thought Koh should know how I’ve been treated which obviously isn’t acceptable. John - PS, the questions below aren’t applicable to me as I wasn’t given the opportunity to return the Spray mop.