If you are within the return policy, and the unit is not damaged, the store of which you purchased it at will give you a refund. Otherwise, we have a strong warranty program. To take advantage of our warranty program, please give us a call so that we may research other options. Please call us at (844) 237-7466 Monday-Friday between the hours of 10 am and 6 pm EST to do further troubleshooting so that we may get your product back into working order. Please have the serial number and model number handy when you call. It is on the back of the machine.

Hello,<br />You should be able to pull the top of drip tray out by placing your fingers in 2 of the holes and pulling towards yourself. It will have some resistance. Please let us know if you need anything else.<br />Thank you - Cassandra P.

Hi Denise30, and 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 to the following email: social&#64;primowater.com? We look forward to hearing from you.<br />Thank you - Michael P.

Bottom Loader: The leaking sounds like the unit is overflowing. On most bottom loaders, there is a hole that allows excess water to escape from the cold water reservoir if the pump is sending too much water. This would show how to take care of it: https://youtu.be/SRfnmQOUcLs. If the video doesn’t help, the unit may have a failed sensor, in which case you would need to contact customer service to do further troubleshooting. Top Loader: Primo Top Loader: Fixing a Leak Steps: If overflowing (leaking from the top) 1. Remove bottle 2. Remover probe receptacle and check the seal on the bottom 3. Replace receptacle 4. Dispenser 8-10 oz of water from dispenser 5. Put a NEW/DIFFERENT bottle on the dispenser Please contact customer service to do further troubleshooting if this does not work. If this does not fix the issue, please call us at (844) 237-7466 Monday-Friday between the hours of 10 am and 6 pm EST to do further troubleshooting so that we may get your product back into working order and review other options.

This is not common for our dispensers. Please take advantage of the exchange period and trade into a non-defective unit. Thank you or sharing your experience!

Thank you for bringing this to our attention. It seems as though you purchased a defective unit. If this happens again, please reach out to our customer service team for troubleshooting before going through the trouble of returning the unit. Troubleshooting effectiveness is at its highest when it is over the phone and the customer is at the machine. Since we are unable to call out, please call us between 10am and 6 pm EST, Monday-Friday at (844) 237-7466 to do further troubleshooting so that we may get your product back into working order. Please have the serial number and model number handy when you call. It is on the back of the machine.

We apologize for the issue that you had with the dispenser flow. This dispenser model has a two year warranty which covers the pump as well. Please give our customer care team a call so that we can do our best to resolve the issue for you. 866 429 7566