Dear Customer,
Thank you for taking the time to share your feedback. We are sorry to hear that you encountered difficulties with our product.
Our customer service team previously sent you detailed troubleshooting instructions and indicated that we would continue to provide further assistance if the issue remained unresolved. However, we noticed that we did not receive a follow-up response from you, and we assumed the issue had been resolved. Sorry for the confusion.
We reviewed the video you attached to your email, and it appears that there may not be enough water in the fountain, which caused the issue. Please try adding more water, and if the issue persists, feel free to contact us. We are willing to provide further support and assistance.
If you have any other questions or need further assistance, please feel free to let us know.
Best regards,
Happy & Polly Team