Hi Maria B, Thank you for providing your feedback. We apologize for any inconvenience this may have caused, and we would love the opportunity to assist with this matter. To better assist you, can you please message us your contact information to the following email: social@primowater.com? We look forward to hearing from you. - Michael P.

Thank you for taking the time to share your positive experience with us, but as well for your loyalty to the Primo brand.

If you reach behind the bottle, there is a small elbow. Press the pipes tight into the elbow, and the elbow on to the pump. Watch the video below for step by step instructions: https://youtu.be/VFDzrWIscpo If this does not fix the issue, please email us at social@dsservices.com with the below information filled out, as we would like to review other options that may be available to you? A Picture of the back of the unit: Full Name: Phone number: Shipping address: Model number: Serial Number (10 digits on a white sticker on back of unit): What brand of water do you drink?: Is this your first dispenser purchase (any brand), what made you decide to purchase a dispenser if this is your first? Thank you, Debra H.

Hi Rineys! We are thrilled to hear you are enjoying your Primo water dispenser. We appreciate the compliment, and we're so happy to hear about your positive experience.- Cara K.