This is an update of my previous review on the CBTL machine. First of all I appreciate your prompt response. The gift card was not expected but it is a nice gesture of apology. If the machine I received is fully functional I would have no problem giving it a 5 star.... But, unfortunately the unit I have received appears to be refurbished (?)or used, see picture attached. The packaging looks fine but the machine has a bruise in right hand side of the opening of the pod collection tray. Secondly, it is a dead on arrival—- after spending 5 hours this past weekend trying to help my mother prime the machine for initial use, although I followed manual closely, it just would not complete the initial priming cycle. I never see the white light holding still telling me it’s ready to brew. It would not dispense anything. It appears to me that water doesn’t get to pass through the machine at all, the tank’s water level didn’t drop a bit. The instructions and troubleshooting section is very minimal in the manual...I determined I’ve spent enough time on this. Can you assist with returning and ensure the one that’s coming my way is brand new and functional? Thank you.