We've had this ice machine for quite some time now and it's worked flawlessly. It stopped producing ice last week and after trying to troubleshoot it ourselves I finally called customer service. An agent picked up right away and she was eager to help any way she could. Our unit does have to be replaced but they are taking care of that for us. All we had to provide was the receipt, and info from the back of the machine, and description of the problem. This is a company that stands behind their product. Thank you Newair!