I have had the cat genie for almost a year now and have been very happy. It recently had a malfunction, and so far dealing with the customer service department has been simple. The woman from the helpline was very friendly and quick to identify the problem. The perceived annoyance of cat genie granules on the floor is nothing compared to the dusty smell of litter that escapes from the litter box. And my cats refuse to use the litter box if it is not completely spotless, now that they are used to something that is always clean and raked. I would highly recommend this product!!