6/12/2023 Updated review:David, who manages the customer service team and is a co-owner at Miko, reached out to me today by phone call to offer resolution to my issue. He presented a couple of options - a) send a new unit or b) provide a full refund. I chose option B since the massager functions still work - I just need to be extra careful when maneuvering the handle or moving the machine around. Initially, he only offered to refund the cost of the product and not tax since that was the max their system could offer, but he was able to chat with Amazon customer service to get the tax refunded to me as well. After our discussion, I received a full refund in Amazon credit within 2 hours.Additionally, he shared that the lack of response from the customer service team was likely due to the service ticket being closed so their system did not notify them of any subsequent messages I sent inquiring about a response, reassuring me that their intent is not to ignore customers' issues. Not sure why the ticket was closed since my issue was not resolved, but this explanation made sense to me and it may have been an accident. He also confirmed they have been low in stock on the replacement inserts, but to wait a few more weeks to receive them.I appreciate that he was willing to do whatever it took to make sure I was satisfied after learning about my frustrating experience. For this reason, I am upping my review to 5 stars (4.5 stars, but rounded up, since the product still had a mechanical/longevity issue early in its life).---6/4/2023 Original review:TLDR: The Miko foot Massager is a pretty good product, providing much needed relief after a long day on your feet. However Miko's customer service does not respond about issues.Pros:- Shiatsu rollers are strong, especially in combo with the air pressure mode which helps to hold your feet in place so the rollers can get in there deeper.- Heat function is nice.- Rotating bar makes massager suitable for feet, calves, and maybe even forearms.- Foot inserts are washable.Cons:- Customer service is not responsive.- Vibration mode is gimmicky. It doesn't provide anything extra other than being noisy. I always turn this mode off when using the massager.- The remote has all the same controls as the machine, but it isn't super useful since you have to point it directly at the massager without interference inbetween to work. You may as well use the machine's controls at that point.Overall I like the massager, but Miko's customer service is severely lacking and they do not honor their 1 year warranty. I registered the massager online to activate the warranty and inquire about a mechanical issue about 9 months after purchase. After registering, they offered a free set of replacement inserts which I thought was nice. However, I never received the gift or a follow up from them after providing my shipping information.I also opened a separate service ticket regarding the mechanical issue, where I reported that the rotating bar came loose from the connection point on one side. While this doesn't make the massager unusable, I have to be very careful when rotating the bar or it will completely detach from the machine and I cannot use the handle to carry/transport the machine at all. They asked me to send a video, which I promptly did along with the attached photos. Since that initial correspondence over 2 months ago, I haven't received a response from them and I tried following up several times. They have either completely ghosted me or are waiting for my 1 year warranty period to end next month so they can say it's out of warranty. Due to Miko's poor customer service practices, I would not recommend them or purchase from them in the future.