I love the fountain; never had a problem with any parts other than the rubber gasket. I would appreciate being able to buy a multi-pack of rubber gaskets rather than a kit with just one gasket and a couple other plastic parts. It appears that others have the same issue with only needing the gasket replaced. Please address this issue so that we can continue to use our fountain!
Thank you for sharing your feedback, Marla. Please know that your story has been passed along to the design and development teams for review.
I need only the rubber gasket, and do not wish to buy the kit of things I don't need. The gaskets should come in a package of six or so, sold separately. I will not be forced to buy this kit, and if I can't get the gaskets, I will have to stop using this fountain and replace with a different brand.
Thank you for sharing your feedback, Darlene! We are sorry to hear about your frustration, and can understand where you are coming from. Please know that this has been passed along to the design team for review purposes.
The reason we bundle these items together is it is actually more cost effective for our customers. Most customers typically replace these after losing/damaging during cleaning and we have noticed that the typical situation is the replace these items together. By bundling them together we were able to reduce the overall cost for most of our customers. Again, we apologize for the distress and understand your perspective. We shall contact you privately via Email to find a solution.
I have never had a problem with the plastic parts in this kit; they never break. However, the rubber gasket gets crusted with calcium and lime and hardens over time, and if you try to clean it up with vinegar/water, it warps as rubber does. Also, my cat is fascinated by the gasket, and she seeks it out every time I clean the fountain. I have to hide it, or she runs off with it. So now she's lost it somewhere because I didn't hide it well enough yesterday, and I can't find it; and rather than just buying a handful of gaskets to keep in a drawer, I have to buy these plastic parts that never break, as well, just to get one gasket. it's a waste of my money and a waste of the plastic parts that will never need to be used.
We are sorry to read of the trouble that you are having with your fountain, and we are certainly thankful for your feedback! Please know this will be passed on to the appropriate parties for review. It may be ideal to clean your gasket more frequently if the calcium buildup is becoming a severe issue, or to use bottled water. If the water is hot enough to warp the gasket, turn the temperature down a bit to diminish the warping. For further assistance, please call our Customer Care Center directly at 1-800-732-2677. Our office hours are Monday through Friday 8 A.M. – 8 P.M. EST and Saturdays 9 A.M. – 5 P.M. EST.