Took out contract with Bibo on the understanding that Engineers would come out to service the machine. So was somewhat surprised when I received a service kit through the post. Regardless, I forged ahead & with the aid of some YouTube vids attempted to replace the water filter - how difficult could it be? Apparently, with my machine, extremely! I spent the best part of Saturday afternoon taking out & re-inserting the damn thing every which way. All for nothing since the water dispenser was not having any of it & kept insisting there was not a filter inserted. Since this happened on the Saturday of a Bank Holiday, I was unable to use the machine for several days. On the Tuesday I called them up first thing, only to have a receptionist try to tell me that the problem was I hadn’t inserted it correctly - seriously??!!! On requesting a call out from an Engineer, I was then informed - to add insult to injury - that if the fault was found to be user error, I would be charged! I am also currently waiting for a call back to let me know how much longer I will have to wait for an Engineer to visit me, in spite of the fact I literally live in the locality of the business. All in all, although I love my machine, am not impressed by the customer service!