LB10 Prime cat litter box unusable out of box

Hi Everyone,
I’m really disappointed because my brand-new MOVA LB10 Prime is already unusable. The sifter does not fasten properly and falls off during every cleaning cycle, so I haven’t been able to use the unit at home for days now.
I’ve already contacted support, uploaded a video, and the case has been escalated, but I’m still waiting for a resolution. At this point, I’m mainly trying to find out whether anyone else has had the same issue, how it was resolved, and how long it took. Was it fixed with a replacement part, a full unit replacement, or a return/refund?
Any advice or experience would be really appreciated, because this is frustrating for a brand-new product that should have worked from day one.

Hello,

We’re sorry to hear you’re having this issue with your new LB10 Prime — it should definitely work properly right out of the box.

We will follow up on your case via email as soon as possible to help resolve this for you.

Thank you for your patience and cooperation.

Quick follow-up: I received the replacement sifter today and it’s working properly. The whole process took about a week, and I appreciate how it was handled and resolved.

I also want to note that once the replacement was approved, it was shipped without requiring me to return the defective part first, which made things much easier.

The only downside is that the delay affected my cat’s interest. He was most curious during the first couple of days - when we couldn’t really use it.

Thanks to the support team for the help and for handling everything smoothly.