I was very disappointed when my 55 quart cooler seal and plastic were failing. But I was impressed when Alyssa from customer service returned my email within a day. There were a few hoops to jump through such as sending photos,  Proof of purchase (which wasn’t easy since I used an app to buy, but she was reasonable with the request not expecting a picture of the printed receipt (who keeps receipts?)) , etc. Within three or four emails, which she responded to very promptly, I had a new cooler of the latest series on the way to me. Shipping did take a few weeks, which was longer than expected, however Alyssa was always there to respond to my emails if I had a problem. And I don’t know if shipping took as long as it did because of their shipping department or the carrier ( fedex?) that delivered it. The new cooler is more impressive, too, than expected, I have to fight the lid open because it seals so well. Kudos on the new design.