This water service is usually good as long as you dont have any questions or issues.When I first had the service about 5 years ago, my cooler kept freezing. I tried customer support online a few times and never recieved a reply. The next delivery, I was surprised by a guy with a new cooler. Later, it was determined that the cooler had a temperature control on the back and didnt need to be replaced at all. So, maybe customer service on the phone is good but their online customer support is terrible? I wouldnt know, though, because the wait time to talk to someone is always 20 or so minutes.I recently moved to a different city and had to cancel my service. I accepted a pickup day for the cooler and bottles. They could not give me a time estimate and said I needed to call the day of the pickup. I tried to call but the wait time was very long and I had to drive 3 hours to my previous apartment to put the equipment out so it didnt matter at that point. I got a message that the pickup was scheduled. I recieved no message that someone was on their way. Nobody ever showed up and now there is equipment on the front porch of an apartment where nobody lives. Wait time to sidewalk to customer support was more than 20 minutes. Guess Ill try later...I really loved this service for the most part but the gross lack of communication and inability to reach anyone made for an aggravating experience. Im sure Ill get charged for that cooler when it is either stolen or thrown out..