MyPurMist Questions & Answers

Question 1

Question:

Blue blinking light first time use after running for about two minutes then wouldn't respond to buttons. unplugged machine then plugged it back in. Blue blinking light first time use after running for about two minutes then wouldn't respond to buttons. unplugged machine then plugged it back in.

Answer · 2018-04-04T10:17Z

Answer:

Hi Sandy, It sounds like one of the safety features of the heater was triggered and we would need to reset the firmware or replace the device for you so you don't have to wait a long time. Please email us at techsupport@mypurmist.com and we will assist you immediately.

By Joanna Z., over a year old

See more answers (2)

Question 2

Question:

Has the company made the necessary improvements for the mypuremist product? i see a lot of reviews saying this product malfunctions. i want to buy one but not until improvements are made. i also see customer relations is not good. what is the company doing to address these concerns?? please do not post a generic response. Has the company made the necessary improvements for the mypuremist product? i see a lot of reviews saying this product malfunctions. i want to buy one but not until improvements are made. i also see customer relations is not good. what is the company doing to address these concerns?? please do not post a generic response.

Answer · 2017-06-02T11:03Z

Hello Octavia, Thank you for your interest in our product. Like any other product out there, we see some units malfunction every once in a while, but have not had any wide spread issues as of yet. Over the years we have upgraded the components of the device, as well as the firmware because we want to make sure that our customers get the best product possible. We understand that it is not always the case, but we do stand behind it 100%. We strive for excellence both in the quality of the product, as well as the customer service area and we are always here to help. We have expanded our customer service and technical support hours to Saturdays; that way you can always speak to a live person, and the call back times are shorter. Ultimately, we have our customer's best interest in mind, and our mission is to help people breathe better in a natural way. I hope this helps, but you can always reach out to me directly at joanna@mypurmist.com, if you have any additional questions.

Question 3

Question:

When i plug my unit in the blue light only comes on momentarily. no blinking, nothing. it doesn't heat up. is my unit broken? When i plug my unit in the blue light only comes on momentarily. no blinking, nothing. it doesn't heat up. is my unit broken?

Answer · 2023-02-19T12:28Z

I would say yes but I am not sure because if you tried to use your tap water instead of buying the sterile water I had read in another review that it does not work. There is a warranty of 1 year so I would contact customer service. They should be able to help you. https://www.mypurmist.com/pages/support

Question 4

Question:

My purmist steamer has a mold smell in it. how can i clean it. it is not in the face mask. My purmist steamer has a mold smell in it. how can i clean it. it is not in the face mask.

Answer · 2023-02-19T12:31Z

The one I bought automatically runs longer after use to clean the system. I am unsure but if you contact customer service they should be able to help you. Here is their website. https://www.mypurmist.com/pages/support

Question 5

Question:

I purchased our unit on november 8, 2016 at walgreens for $149.00 plus tax. it worked beautifully until two weeks ago when the indicator light started flashing red and after a minute or so the unit shut down. i left an email on their website yesterday asking what might be wrong and have not heard back from them yet. we used distilled water only. we are not very happy at this point and would appreciate any suggestions on what to do. should we contact tech support or customer service by phone since we have not received a response to the email? I purchased our unit on november 8, 2016 at walgreens for $149.00 plus tax. it worked beautifully until two weeks ago when the indicator light started flashing red and after a minute or so the unit shut down. i left an email on their website yesterday asking what might be wrong and have not heard back from them yet. we used distilled water only. we are not very happy at this point and would appreciate any suggestions on what to do. should we contact tech support or customer service by phone since we have not received a response to the email?

Answer · 2017-06-02T10:54Z

Hi Toni, I am so sorry to only be seeing this message now. We normally reply to emails within hours, but please don't hesitate to contact us either by phone at 866-925-6710 or email me directly at joanna@mypurmist.com and I will assist you with anything you may need.

Question 6

Question:

I received my purmist personal humidifier 2 days ago and have used it 3 times. the first time i noticed it smelled bad and i thought it was just the plastic/rubber face mask and it would eventually wear off. i have replaced the water each time and the smell is getting worse....very musty. i'm nervous that it does not sanitize and is a breeding ground for germs. does it usually smell bad? I received my purmist personal humidifier 2 days ago and have used it 3 times. the first time i noticed it smelled bad and i thought it was just the plastic/rubber face mask and it would eventually wear off. i have replaced the water each time and the smell is getting worse....very musty. i'm nervous that it does not sanitize and is a breeding ground for germs. does it usually smell bad?

Answer · 2016-12-19T10:09Z

You will notice a 'different' smell when first using the device, but there absolutely should not be any musty smell. Please send us an email or give us a call if this persists and we will replace your product. Our number is 866-925-6710 or email us at techsupport@mypurmist.com

Question 7

Question:

Inhaler has blue flashing lights aad the mask smells like it is being burned. did you send me a repaired inhaler.? the unit has shut down. why is it that only the drying cycle works right and the breathing part always breaks down? Inhaler has blue flashing lights aad the mask smells like it is being burned. did you send me a repaired inhaler.? the unit has shut down. why is it that only the drying cycle works right and the breathing part always breaks down?

Answer · 2016-07-19T09:34Z

Christine - we don't send repaired inhalers. Please contact our Technical Support so they can help you either by calling 866-925-6710 or email us at techsupport@mypurmist.com

Question 8

Question:

In reading reviews many consumers complain of malfunctioning units and poor response from customer service- while very much wanting to try your product, i am hesitant due to reviews, and to be fair there are a few very happy customers, though more complaints- what have you done to address these issues and build consumer confidence?

Answer · 2016-01-25T09:27Z

Hello Concetta, Thank you for your inquiry! We strive for excellence in both the customer service, as well as the quality of the product. Though we have seen some units being sensitive to water level, we have sold nearly 150,000 devices and are proud to say that 96% of the users that participated in our survey, would recommend MyPurMist to others. We are very sensitive to our customers' satisfaction and always go above and beyond to resolve any issues in a timely manner. Admittedly, in the last month or so, we have seen some delays in responding to the customers due to a customer service and technical support transition. However, this process has been completed already and we are ready to respond to any inquiries or answer any questions you may have. Sincerely, MyPurMist Customer Care

MyPurMist Questions & Answers

Blue blinking light first time use after running for about two minutes then wouldn't respond to buttons. unplugged machine then plugged it back in. Blue blinking light first time use after running for about two minutes then wouldn't respond to buttons. unplugged machine then plugged it back in.

When i plug my unit in the blue light only comes on momentarily. no blinking, nothing. it doesn't heat up. is my unit broken? When i plug my unit in the blue light only comes on momentarily. no blinking, nothing. it doesn't heat up. is my unit broken?

My purmist steamer has a mold smell in it. how can i clean it. it is not in the face mask. My purmist steamer has a mold smell in it. how can i clean it. it is not in the face mask.

Should i empty the water out each time i use it?

I purchased the mypurmist 2, i've used it 4 times and my throat is scratchy and sore now. is this mist causing this?

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