When we first purchased Medminder in early 2022, we loved it! My mom has dementia and this machine has helped us make sure that she is taking her medication properly. On 2/18/23, the machine started acting up and not opening up the compartments properly. I called on 2/20 and they agreed to send out a new machine. I was going out of town on 2/24 and the machine didn't show up before my leaving. On 2/28, I decided to call again while I was out of town only to find out that they never shipped the new machine. They said they weren't able to print the shipping label because of the recent storm in the MA area. I was like, "Okay, but please send the new one out asap as we rely on this machine to dispense meds. Not having it means that my siblings and I have to go there 3 times a day to dispense her medication which is difficult as we all work." I was reassured that it would be shipped and I should have it within a few days. I did receive the new machine and installed it at my mom's on 3/3. On 3/5, the machine started acting up again. My mom would take her meds and the machine didn't recognize that she took them and would start beeping as if the meds were never taken. I called back over to tech support at Medminder, spoke to Stephen, and through troubleshooting steps determined that the machine wasn't recognizing the weight of the cup upon returning it back into the machine which was causing it to send off more notifications along with beeping, phone calls etc. Stephen reassured me that he would talk to management in the morning and expedite the shipping of another machine. He also told me he would call me to let me know the tracking number of the shipper if he was able to get it which they typically do not do. I never heard from Stephen today so I called him. He then told me that the machine would be shipped by standard mail ( which is about 3 days) but couldn't tell me if it was shipped today or not. He then proceeded to make it seem like it wasn't a big deal if the machine was delayed in being shipped because the machine was releasing the medication, it just didn't know when to shut off. However, that is no longer the case. As of today, the machine no longer opened up the compartments to the medication which means that all caregivers have to use the machine key to give my mom her medication. This is a huge inconvenience! I hope that the next machine will work properly and we can go back to the previous routine. After today's discussion with Stephen, I was very disappointed at his lack of interest in getting this resolved sooner than later. He wasn't accommodating anymore and was rude. Maybe he was surprised that I called him back today when I didn't hear from him. All I can say to Stephen and the Medmider team is don't tell your customers that you will follow up with them and then not call them back. It's horrible customer service and honestly, after all this trouble trying to get this system up and running, you owe us at a minimum a refund of the monthly monitoring fee. I sang your praises for the first year of using this product. Told all my friends with elderly parents about it. Posted the product link on my FB page to share with my clients, family and friends- but not anymore. Shame on you Medminder for poor customer service and follow-up.