US Water Systems (Magento)

Overall, US Water Systems is doing a fairly good job in my book. There is definitely care and thought put into the products I've purchased. However, there are some attention to detail issues, and some parts of the experience that could use some refinement and improvements to really improve the customer experience though. Namely: - Instruction manuals could use some passes (I recommend a few rounds of bringing some people in that self describe as "fairly handy", lay everything out for them, ask them to put the products together, and see where the struggle, then improve the manuals appropriately). - Don't skimp on parts that should ideally be sturdy (e.g. mounting brackets) with "cheap" plastic parts, spend a few dollars more per unit. I expect products from Made in USA manufacturers to feel sturdy, and US Water Systems isn't quite reaching that mark. - (As a Software Engineer) Software security and setup in areas with poor broadband should not be discounted. Consider using an asymmetric cryptographic "pairing process" for future water softener + app revisions (the 4 digit pin code, that's also off by default, is really not okay -- sure people that don't know to care wont' care, but that isn't how a product should be designed), and put more controls on the unit itself for people that don't want to use an app for their water softener. This may be somewhat harsh, but I'm rooting for US Water Systems at the end of the day. The products are in a good place, just "bring them home."

Not the usual customer service this time..

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Ok.

Product shipped in good packaging and had all the parts necessary. However, some of the plastic fittings were poor quality and we had to substitute other parts we had on hand. We were unable to reach customer service even after waiting for 2 hours.