Charles from customer service was a great help. He was very knowledgeable about the product I own, which is the Newair 44lb. Nugget Countertop Ice Maker. It wasn't making loud noises when trying to make ice. He asked me if I had ever cleaned the machine before and I am thinking to myself, "yes. I have." and then he asked me what descaling solution I use and I told him that I never descaled it and he told me you could do that by using one cup vinegar and eight cups water. He said depending on where you live. It would be best if you descaled the machine every two weeks. I did that a few times, and the loud noises stopped, but now it's not making any ice. The next day I contacted customer support, and I got Charles again, and I told him what was going on, how I cleaned it, that it was not making the loud noises, and now not making any ice. So the ultimate conclusion is that the unit is defective, and the company is sending me a brand new one. Now that is what I call good customer service.