I received the following email from SpectraPure today. The VP, no less. Turns out they weren't aware the toll free phone service wasn't available in Canada.
Okay. 9.5 then, for customer service
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Hello-
I was just forwarded your email by scott.
First and foremost, I want to apologize for the time and trouble this has caused you. We will of course send you a new MaxCap cartridge and whatever else is needed to return your system to tip top operating condition. While we strive for zero defects, over the course of thousands of systems each year, and introduction of new systems and the attendant learning curve to build them, we do unfortunately experience problems that can and must be corrected by us. This is such a case. The initials on the build sticker tell me that the system was built in December by a former employee, and double checked by a new floor supervisor. Our actions include having this floor supervisor go thru build requalification on this system to verify he understands correct assembly to our documented build specification and drawings.
Regarding our phones, as a result of your experience I have found out that our toll free Canada service was dropped by our phone service provider without notifying us. I will be work to change our service contract to correct this as soon as possible. I too appreciate Scotts prompt response, as that is what we expect from all of our communication channels.
Again, sorry for your poor first experience with this new system, we will correct the problem and believe you will be impressed by a properly operating system for its renowned performance and low cost of ownership. If I can be of further service, do not hesitate to contact me.
Bruce Huling
Vice President
SpectraPure