I purchased an urn 2 months ago the Item stopped heating the water and I have nothing but really bad customer service by someone named Elosie the person that oversees their email needs serious training around customer services, no one ever answers the phone so what are people supposed to do? Why are they not being investigated? I have spent a week going back and forth asking to make a formal complaint but the same person responds to my emails asking me to send an engineers report? have no idea what is going on but they definitely need to be investigated. I have reported them to Trading Standards but nothing has been done... Customer service rating is a 0 but that wasn't an option....