I LOVE the CatGenie. Yes, the granules do come out, but since my unit is in the basement, they rarely make it upstairs. As far a customer service goes, I had a problem about a year after I bought the product. I called Customer Service and Shari ( I believe that was her name) talked me through cleaning the glass rod. About two months ago the unit stopped working even after I cleaned the rod. I called Customer Service again, and got the same woman. She talked through taking the whole unit apart and cleaning it. She was on the phone with me a good hour, and NEVER lost her patience with me. After I followed all her instructions, put the unit back together again, my unit is like new! This time however I ordered the maintenance package that you have to mix yourself. I am doing this because, I gather from some of the reviews, that this cleans more thoroughly than the cartridge. I have 3 cats and 2 use it all the time. The 3rd is a bit skittish and has fear issues, but even she uses it 90% of the time. I tell EVERYONE about this system, and some have bought it because of my recommendation. And ALL have been pleased.