This review is for MOVA customer support and dealing with a defective unit. I have elected not to include the video of the defective Z60 as I don't think it would be a fair representation of the unit. Defective items happen. How the company handles the defect is what matters the most.
When purchasing higher end products I always wonder how good customer support will be if I need them. I can confirm that MOVA customer support has been fantastic! While the replacement unit took a while to get here, the customer support team that I worked with was responsive and very helpful. They did a great job of explaining what was happening with the replacement and keeping me informed. Were there some hiccups in the replacement process? Yes...but hiccups occur in any process. I really appreciated customer support being responsive and following through on their commitments to get back to me.
So what happened? I received my Z60 on 2/28/26 and posted the unboxing video on 3/4/26. The first run of the Z60 I knew there was a problem. The unit was very loud and definitely did not sound anything like the V50. Something was definitely wrong. I contacted customer support and sent them a video of the unit running so they could hear the machine. After sending me detailed troubleshooting steps to complete (they were very easy to do), it was decided the unit was defective and needed to be replaced. I just received the replacement unit on 3/29/26, so I will start the reviews and posts again for the Z60.
I am very impressed with how good MOVA's customer support team was in handling this issue. When they needed to escalate the issue to another team, I was informed I would hear back within 1-3 days. I heard from MOVA the next day. I'm not sure where the team is located and I do believe there is a time difference as I'm in the Central time zone and I would frequently get responses from them in the early morning hours (3am, 4am etc.). They never failed to respond to me within 24 hours including the time difference. I was impressed that if I emailed them anytime during the day, I would have a response in my email the next morning.
I have no doubt that if I have any issues with the Z60 after this program ends, MOVA will be there to support me and their product.
Great job by MOVA customer support!
Note: I have just unboxed the Z60 replacement unit and it's ready to start. I'll be posting photos and videos this week.
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