I myself am not disappointed in HR. I am happy with their transparency and willingness to sell only the best functioning pieces. I'm sure even HR would say, as many others, that the situation was frustrating but not the vendor. I also didn't want to put loose flower right in the heating chamber but have been doing it so I can enjoy using the unit. I had a screen in there but only when using the original mp as the screen prevents the wpa from sliding in completely. However, I keep a few Q tips handy which do a good job of keeping the heating chamber clean. I find a quick swab after any session keeps residue from building up. I have also used a plastic syringe to fill the bubbler and found that works great.