Q: Does the Zen Water System come with the filters, or do I need to purchase the filters separately?
A: The purchase of a Zen Water System comes with a complete set of filters: 1.) a Micro-Ceramic Filter Dome; 2.) a Multi-Stage Mineral Filter Cartridge; and 3.) a Mineral Stone Case.
Q: Where can I order replacement filters?
A: Replacement filters can be purchased at www.zenwatersystemafrica.com. Click on the Order tab and choose the replacement filter(s) of your choice.
Q: How often do I need to replace the filters?
A: The Micro-Ceramic Filter should be replaced every 1 year or 1,000 gallons, whichever comes first. The Multi-Stage Mineral Filter Cartridge should be replaced every 6 months or 500 gallons, whichever comes first. The Mineral Stone Case should be replaced every 3 years or when the stones are noticeably eroded. For routine maintenance and filter replacement timeline, see detail in Product Maintenance.
Q: Will the Micro-Ceramic Filter and Multi-Stage Mineral Filter Cartridge fit in my system?
A: Zen Water replacement filters will fit across all Zen Water models. Remember to use only Zen Water replacement filters in your Zen Water System.
Q: Why does the color of my Micro-Ceramic Filter turn beige / light brown?
A: It is common for the Micro-Ceramic Filter to turn from bright white into a darker shade of beige, especially if the water quality is less than decent. In cases where rust is trapped, the Micro-Ceramic Filter may turn into a light brown to a reddish shade. This is dirt and sediment stopped in its track. The Micro-Ceramic Filter dome is reusable, and a change in color will not affect the effectiveness or functionality of the filter. Simply scrub the filter on all sides with a scouring pad or a soft brush in cool water. Scrubbing the filter will unclog the pores and expose a new layer for use.
Q: Why does it take so long for water to drain from the top tank? Do you have another kind of filter for the top tank that drains faster?
A: It usually takes a little longer for water to drain from the top tank after the system is assembled for the first time. If it takes more than 4 to 5 hours to drain, it is likely that the ceramic dome is clogged with ceramic dust. Discard the water from the top tank. Then remove the dome from the top tank and soak it in cool clean water for approx 30 minutes. (Be sure to soak in cool, not warm or hot, water. The ceramic may become a paste if soaked in warm or hot water.) Then scrub firmly on the filter on all sides with a soft brush or scouring pad. Rinse the dome and re-assemble to top tank.
After a few days of use, the granulated carbon and minerals would loosen up, hence allowing the water to drain more quickly. The normal flow rate is approximately 45 to 60 minutes for one top tank to drain into the bottom tank. This slow flow rate is a reflection of superior filtration without electricity or the force of running water.
We now offer the Ultra-Filtration Membrane Filter which has a faster flow rate and offers the same superior filtration.
Q: What can I do when the anti-spill device is too large to fit into my dispenser?
A: If the anti-spill device is too large (Dispenser model only), you will need to remove the bottle support collar from the dispenser. Hold the bottle support collar dispenser, twist it counter-clockwise by about one inch (or until it clicks) and pull it off. The bottle support collar is removable on all dispenser models for cleaning purposes.
Q: Why is the Anti-Spill Device (Dispenser model only) is not stopping the water in the water cooler/dispenser from over-flowing, causing water to spill out onto the floor?
A: There are a couple of things to check for. First, make sure there is no loose mineral stones interfering with the opening and shutting motion of the Anti-Spill Device. Second, make sure the rubber on the tip of the Anti-Spill Device is in tact. Without the rubber tip, the Anti-Spill Device will not function properly.
Q: Why is my Zen Water System leaking?
A: Check for cracks on the tank. If the leak is around the spigot (Countertop model only), then empty the tanks and tighten the nut clockwise by a ¼ turn. Do not over-tighten the nut as it may damage the tank. If the system is leaking from the top of the lower tank, then empty the top tank because the bottom tank is overflow. Do not over-fill the top tank. Fill the top tank with only the amount of water that the bottom tank has space to store.
Q: I broke my tank. How can I order a replacement part?
A: Yes, we do have replacement parts available for purchase. Please call Customer Service at (+234) 7030070291 or send us an email at email@example.com.
Q: Is the plastic BPA free?
A: The plastic tanks are made from styrene acrylonitrile which according to Brita is free of BPA.
Q: Why is there a peculiar taste in the water?
A: Be sure to follow the steps in the User Manual to clean and prep your Zen Water System before first consumption. If the instructions are followed properly, then "peculiar" taste in the water may very well be the minerals.
Taste is very subjective. While most people enjoy the taste of mineral water, some would actually find it not palatable. If one prefers pure clean crisp filtered and purified water without the taste of minerals, then we recommend using the Micro-Ceramic Filter + the 2-Stage Filter Cartridge without the use of Mineral Stone Case. The 2-Stage Filter Cartridge contains only Silver-Impregnated Granulated Activate Carbon and Ionic-Exchange Resin.
Q: Does the system remove fluoride?
A: Although the filters in Zen Water System effectively reduce over 99% of bacteria, chlorine, herbicides, pesticides and hundreds of other man-made chemical, they do not remove fluoride. Fluoride is dissolved completely in water, hence unable to be trapped by or removed from the filters.
Q: Where can I get customer support?
A: Customer service support is available at (+234) 7030070291, 8174382159 or via email at firstname.lastname@example.org.