Vacqueen Automatic Stainless Steel Dog & Cat Water Fountain, 10-l

The 5 star is for the customer service. The initial product quality would be 3.5 stars based on my issue below: I ordered this fountain because I had a large plastic pet water cooler style water bowl for my 2 shepherd mixes who drink a lot, and it just became harder to clean and started to smell often. The setup was pretty easy, but it took them a couple of days to get used to the water flowing out of the pump when they walked up to it. I used the function that allows that as opposed to the function that allows you to set a specific time every hour when the water pump recylces. But, after a few days it was easy to tell that they preferred having fresher recycled water all the time. But unfortunately after a few weeks of use, the pump seemed to slow down and then stopped working. I tried the troubleshooting tips outlined in the manual and also tried to check the pump to see if it had hair or something caught in it. You can't take the pump completely apart. All you can remove is the housing around the impeller (small propeller type part that moves water from the bowl through the pump). Since I didn't have any luck with that, I contacted support (by email) and surprisingly within 8 hours I got a reply from Cindy, a support rep. I didn't expect that. Sometimes I've waited for a couple of days on other products I've needed support with even with the support being in the U.S.A. Through several email exchanges, over the next 2 days she outlined more troubleshooting tips. I took photos and a short video of the issue and sent them in my replies. She quickly apologized for the issue that I was having and immediately offered to send a new pump to replace the faulty one. So, I'm pretty happy with the customer service for this fountain. Of course I would have preferred that the original pump worked a lot longer, but hopefully the replacement won't have the same issue. I like the fountain and like that it has filters that you can clean a couple of times before replacing.