WhatsApp chat between Niels Zee (customer) and Minairal's sales rep, 29 July - 28 September 2026. Exported from WhatsApp. The only changes: the rep's name is replaced by "Minairal sales rep" / "[rep]", and invisible formatting characters are removed. Attached photos are in minairal-evidence-photos.zip with the same file names (the two videos are not included; the rep sent three photos twice, only the higher-resolution copies 00000026, 00000030 and 00000033 are included). Source: https://minairalreview.com/ [29/07/2026, 16:18:57] Minairal sales rep: Messages and calls are end-to-end encrypted. Only people in this chat can read, listen to, or share them. [29/07/2026, 16:18:57] Minairal sales rep: Minairal sales rep is a contact. [29/07/2026, 16:18:32] Minairal sales rep: Hello Niels, I’m [rep] from Minairal. I will call you later for the installation of the machine 🙏 [29/07/2026, 17:53:30] Niels Zee: Yes sure! [30/07/2026, 20:44:28] Niels Zee: Okay so let me know if you can send some [30/07/2026, 20:44:39] Niels Zee: I’m not home until Monday, my wife is [30/07/2026, 20:44:56] Niels Zee: I assume we can still switch to an air to water model after the 7 days trial? [30/07/2026, 21:29:50] Minairal sales rep: Hello Niels sorry I was so busy yesterday and today 😅 Of course we can do that, maybe the best is to have a call together on Monday when you are home. We can check together what will suit you the best ! [30/07/2026, 21:45:45] Niels Zee: Let’s call Monday end of day or Tuesday! [30/07/2026, 21:48:30] Minairal sales rep: Perfect [04/08/2026, 12:14:58] Minairal sales rep: Voice call, Answered on other device [06/08/2026, 11:30:07] Niels Zee: Hi! We can drill holes [06/08/2026, 11:30:19] Minairal sales rep: Sounds good ! [06/08/2026, 11:30:23] Niels Zee: But could you please resend the instructions to nielszee@hotmail.com or here on Whatsapp? Somehow I can’t seem to find it [06/08/2026, 11:30:38] Niels Zee: A professional will do so, so something I can give him because of course I have no idea 😀 [06/08/2026, 11:30:46] Minairal sales rep: Yes I will send you everything when I come back to the office [06/08/2026, 11:30:54] Minairal sales rep: I can even show you in video call [06/08/2026, 11:32:00] Niels Zee: Yeah cool, just send the docs and we’ll see if its enough! [09/08/2026, 09:22:39] Niels Zee: I still haven’t received anything, can you confirm if you send anything or not? [09/08/2026, 09:33:04] Minairal sales rep: I was waiting from my crew a video but I guess I will do by myself [09/08/2026, 13:41:40] Niels Zee: Check, as long as they do it soon [09/08/2026, 13:41:47] Niels Zee: Don’t want to have the technician come and I have nothing [10/08/2026, 09:37:33] Minairal sales rep: Sure [10/08/2026, 09:38:46] Minairal sales rep: Let me do send it to you now [10/08/2026, 09:39:27] Minairal sales rep: [10/08/2026, 09:39:28] Minairal sales rep: [10/08/2026, 09:39:39] Minairal sales rep: Let’s start with the water inlet [10/08/2026, 09:39:52] Minairal sales rep: Need to connect it to the water [10/08/2026, 09:40:21] Minairal sales rep: [10/08/2026, 09:40:23] Minairal sales rep: [10/08/2026, 09:40:36] Minairal sales rep: 1 is hot water 2 is cold water [10/08/2026, 09:41:08] Minairal sales rep: [10/08/2026, 09:41:11] Minairal sales rep: [10/08/2026, 09:41:41] Minairal sales rep: You need to cut water first of course and plug this connector on the cold water [10/08/2026, 09:42:47] Minairal sales rep: Connect the small pipe from the connector to the water inlet (photo 1) [10/08/2026, 09:43:35] Minairal sales rep: ‼️⚠️Don’t start the water yet [10/08/2026, 09:56:17] Minairal sales rep: Now need to connect the waste water [10/08/2026, 09:56:39] Minairal sales rep: In a first time just bring the pipe to your sink [10/08/2026, 09:57:08] Minairal sales rep: You can now turn on water and plug the machine to electricity [10/08/2026, 18:30:21] Niels Zee: Okay gotcha [10/08/2026, 18:30:33] Niels Zee: Tomorrow they’ll come 🙏👍 [10/08/2026, 18:41:07] Minairal sales rep: Ok call me when they are here [10/08/2026, 18:41:18] Minairal sales rep: I will be available [11/08/2026, 14:24:00] Niels Zee: Yo there’s smoke coming out of the machine and it smells like burned plastic… [11/08/2026, 14:24:05] Niels Zee: All I did is turn the switch on at the back [11/08/2026, 14:24:28] Niels Zee: After connecting the water [11/08/2026, 14:30:01] Minairal sales rep: Dont turn on the button [11/08/2026, 14:30:09] Minairal sales rep: Just plug it to water [11/08/2026, 14:30:16] Minairal sales rep: Let the 2 buttons off [11/08/2026, 14:30:29] Minairal sales rep: Wait little bit [11/08/2026, 16:40:29] Niels Zee: So I turned it on, when will the water come out? [11/08/2026, 16:40:54] Minairal sales rep: The water come out from the waste pipe right ? [11/08/2026, 16:41:00] Niels Zee: No [11/08/2026, 16:41:18] Minairal sales rep: You open the water right ? [11/08/2026, 16:41:23] Niels Zee: Yes [11/08/2026, 16:41:28] Minairal sales rep: Turn off the 2 buttons [11/08/2026, 16:41:45] Minairal sales rep: And plug the machine to electricity [11/08/2026, 16:41:58] Niels Zee: Done [11/08/2026, 16:42:13] Minairal sales rep: Does water go out ? [11/08/2026, 16:42:21] Niels Zee: No [11/08/2026, 16:43:00] Minairal sales rep: You sure you connect water inlet pipe in the good one ? [11/08/2026, 16:43:09] Minairal sales rep: Not into water out ? [11/08/2026, 16:43:22] Niels Zee: Yes [11/08/2026, 16:43:36] Niels Zee: The pipe is moving but nothing comes out of the waste yet [11/08/2026, 16:44:12] Minairal sales rep: Let me call you in 5 min [11/08/2026, 16:44:59] Niels Zee: The only thing I can think of is either the machine is broken or I see that the guy connected it to the warm instead of cold water pipe [11/08/2026, 16:45:13] Niels Zee: [11/08/2026, 16:45:33] Niels Zee: It did smelled like molyed plastic before and the machine came with visible damage [11/08/2026, 16:45:49] Minairal sales rep: It was like this when you received it ? [11/08/2026, 16:47:30] Niels Zee: Yes [11/08/2026, 16:47:46] Niels Zee: I didn’t bother because I hoped it’d have water soon but now… 🫠 [11/08/2026, 17:00:52] Minairal sales rep: Should have send me picture before the machine is exploded [11/08/2026, 17:01:18] Niels Zee: It didn’t explode, but smoke came out of it and it smelled like plastic [11/08/2026, 17:02:00] Niels Zee: Still no water coming out of the waste [11/08/2026, 17:09:01] Niels Zee: What do you propose we do? [11/08/2026, 17:09:41] Minairal sales rep: I think the machine is broken [11/08/2026, 17:10:09] Minairal sales rep: Let me check with my boss but for sure. The machine is completely smashed [11/08/2026, 17:10:36] Niels Zee: Yeah I hoped it still would work, but I assume someone else used this machine first? Like a rental? [11/08/2026, 17:22:07] Minairal sales rep: No no it’s was brand new ! [12/08/2026, 21:49:55] Minairal sales rep: Hello Niels how are you ? [12/08/2026, 21:51:13] Minairal sales rep: I will give you answer tomorrow [13/08/2026, 08:18:25] Niels Zee: Yes, thank you! [13/08/2026, 14:27:05] Minairal sales rep: Hey Niels, can you please send back the unit i will change it for you thank you 🙏 [13/08/2026, 15:38:14] Niels Zee: Yes sure, so how do we best do that? Are you able to get someone to pick it up? [13/08/2026, 15:40:20] Minairal sales rep: Can you take pictures of all evidence on the machine please ? [13/08/2026, 15:40:55] Niels Zee: Yes, will send in a bit [13/08/2026, 16:52:58] Niels Zee: [13/08/2026, 16:53:05] Niels Zee: [13/08/2026, 16:53:12] Niels Zee: [13/08/2026, 16:53:22] Niels Zee: [13/08/2026, 16:53:32] Niels Zee: [13/08/2026, 16:53:34] Niels Zee: Any more you need? [14/08/2026, 13:09:21] Minairal sales rep: No for the picture all good thank you [14/08/2026, 13:10:20] Minairal sales rep: Need to send me by the post office I will send you address [17/08/2026, 08:44:40] Minairal sales rep: Minairal Phuket 9/59 moo 5, Chalong, Mueang Phuket 81130 [17/08/2026, 11:25:54] Niels Zee: Who’s going to pay for the shipping costs? [17/08/2026, 11:26:55] Niels Zee: Also, we’re leaving to Romania tomorrow so I don’t know if we have the time to do it as of yet [17/08/2026, 17:12:01] Niels Zee: Could you get it picked up? That’s custom for when you want to return things. [17/08/2026, 17:13:21] Minairal sales rep: What do you mean picked up ? [17/08/2026, 17:13:25] Minairal sales rep: At your place ? [17/08/2026, 17:25:28] Niels Zee: Yes [17/08/2026, 17:25:33] Niels Zee: As you know its quite a big thing [17/08/2026, 17:25:47] Niels Zee: Lazada and other services always takes care of the pickup [17/08/2026, 17:25:58] Niels Zee: And I don’t even know what to do at the post office to get it to yours [17/08/2026, 17:26:37] Niels Zee: You also deliver and do the installation when I’d be in Samui/phuket/bangkok so I was hoping for a smoother experience with Minairal 😅 [17/08/2026, 19:45:11] Minairal sales rep: Let me check with my boss how to proceed thank you 🙏 [10/09/2026, 07:20:30] Niels Zee: Hey [rep], I’m back. Let’s get this done and dusted. Cause we got in touch 29th of July already :) [10/09/2026, 17:02:29] Minairal sales rep: Hello Niels sorry for late answer 🙏 For now we need to get back the unit. Unfortunately we don’t have a service like Lazada. [10/09/2026, 17:04:09] Minairal sales rep: I will transfer you to my after sale service. Sorry I was waiting for you to come back from Romania [10/09/2026, 17:28:49] Niels Zee: Yes, I'll await the person to contact and get it done. Please give clear instructions so we can move forward [11/09/2026, 08:46:41] Minairal sales rep: Good morning Niels, I checked with my team and for now can you please send back the unit ? You can go to any Thai post and send to this address : Minairal Phuket 9/59 moo 5, Chalong, Mueang Phuket 81130 We will refund you the amount that you will pay. Then we will proceed to the replacement of the unit. Thank you 🙏 [12/09/2026, 18:07:50] Niels Zee: You gave me the wrong postcode... [12/09/2026, 18:08:33] Minairal sales rep: 83130 sorry 🙏 [28/09/2026, 20:44:09] Minairal sales rep: Minairal sales rep changed their phone number to a new number