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This warranty is for manufacturer's defects only. Certain water softener components, such a the main piston, seal & spacers, and the brine valve will experience wear and tear during normal usage of the softener and are not covered under the warranty.
Before the item got delivered, I had great communication with the company. I was able to arrange a convenient time to receive the item. But the item was shipped with the wrong parts, which I was able to get from a local hardware store. Then I asked how to program my unit to Reid on an email and left a message at the 1-800 number, but never got a reply. After doing intensive online searches, I think I got it programmed right but I'm only guessing. The unit works well but I paid a lot of money for it.