Bests & Worsts Reviews from Amazon

Ordered this item about a month and a half ago and I really like it, when it works. After about three weeks, the seals on the machine started to malfunction. I contacted Tilia who gave me the instructions on returning the unit for a replacement. I returned the unit over a month ago, incurring shipping charges of $23.00. Still no unit. In trying to follow up with the company, I'm finding that customer service is almost non-existent. They can't provide a status as to when I will receive a new machine except to say within 4-6 weeks. That's ridiculous. The problem is that I've already converted to using this machine on frozen products which I haven't been able to use because I can't reseal them. Recommendation: Instead of returning the item, ask for a refund. Then order a new one. The problem here is that I really like what the machine does. The other problem is that it would appear that a lot of these machines are being returned. Hence the low rating. Without the return this would have been 5 stars.