Bests & Worsts Reviews from Amazon

I purchased this unit within a year and it worked great for about 9 months. Started about a few months ago, the quality of cooked rice deteriorated (from firm to soggy) and the cooking time shortened from original full 60 min to only 45 min, even though I used the exact same rice and same cooking practice. Upon contacting customer service and complained about the quality change, I was told that there is nothing wrong with the cooker as long as the rice is cooked. The firm offered me to have the cooker examined but I have to pay the return shipping fee if there is nothing wrong with the cooker. I am surprised to learn from the customer service manager that the firm's standard for the quality of this unit is "to have the rice cooked" so in other words, the firm evaluates if cooker is working properly based on if the rice is cooked, not based on if the quality of cooked rice is good. If this is the measuring standard, then I am sure the firm will come back stating that there is nothing wrong with the cooker so I end up have to pay the return shipping cost. What about the claim "***flawless rice***"for this cooker? What about customer satisfaction? If I am interested only in a cooker that can cook rice, I can purchase other brand with much cheaper price instead of paying a premium for the brand. I am deeply dissatisfied with the customer service and the company standard toward this product. The customer service manager rejected my request to absorb the shipping cost (shipping out to the firm and return) and refused to my request to escalating my complaint.