It's really great that you're enjoying your Opal and that you like the beautiful design of this model! We do apologize that the ice isn't as soft as your first unit. This can be discouraging, we know that for sure. Your Opal can make good nugget ice with typical city water; however, water quality is sure to make a difference. We recommend using only distilled water, if possible. We're confident that your Opal will serve you with good, chewy ice for many years to come. If you have questions or need anything in the future, please reach out to us directly and we'll be glad to help. All the best, Kelsey@GEA

Hi there - We are so sorry that your new Opal isn't working properly. This can be very discouraging and we understand your disappointment. There may be bubbles in the tube connecting the Side Tank to the Opal if the tube is not laying flat. Try adjusting the tube to allow the water to flow. Once the water line is cleared, water should start flowing and should not need further adjusting. If this does not work, remove the Side Tank from the base and then place it back in the base. This should clear any air that is trapped. We hope this helps! If the issue persists, please reach out to us again. All the best, Kelsey@GEA

Good day, Oh wow! This is such an awesome Christmas gift to receive! We're so glad to know that you can enjoy it with your favorite water brand. Have a wonderful day! Mike@GEA