Bio 500 Replacement filter set

One of the filters in my replacement filter set arrived damaged. I contacted the company straight away and provided six clear photos showing the busted filter, both in and out of the box, as requested.

What followed was a lot of back and forth that made a simple replacement unnecessarily difficult. Despite already supplying detailed photos and explanations, I was repeatedly asked for more information, including a serial number for the damaged filter, which I couldn’t locate and don’t believe is clearly identifiable on the product.

I explained that the packaging itself was undamaged and that it appeared to be a quality control issue rather than shipping damage. After my last response, communication stopped entirely and the damaged filter was never replaced. I eventually gave up.

For a consumable product that isn’t cheap, this level of customer support is disappointing. A single damaged filter should have been straightforward to resolve, especially with clear photographic evidence.

Based on this experience, I can’t recommend this replacement filter set.

We purchased our Bio 500 5.25L in February 2016 (back when the 10L wasn't available) and have bought replacement filter sets several times now. We're a family of 7, so we consume more water than the average household. Our 6mo filters last around 4.5-5mos before they start to slow and be annoying, haha.

In the past I've bought the 3yr replacement filter set, but since finances have been a little tighter, I discovered the 18mo set and am happy I didn't have to outlay so much as I usually do.

Thanks, Waters Co, for giving families the option to buy either a 3yr or 18mo replacement filter set.

After years with the bio ace jug I have been so so so happy to upgrade to a larger bench top filter! It’s easy to fill this jug, the water filters through at a decent rate and always tastes so great. Without a doubt the best part of this filter is the reminder emails to change the filters! Couldn’t live without it.