UPDATE -- Aug 22, 2017Well, Zyllion did exactly as promised. As noted below, the same day I emailed them they responded, and mailed me the replacement with a tracking number. Well, on Friday, Aug 18, I had the replacement cover!!I'll just quote from the email I just sent them, of course via the Amazon contact seller system (which itself is a fantastic system, since Amazon thus can supervise the communication process in case there are problems, and prevent a seller from getting away with spam, phishing, etc.)"Just wanted you to know that I received the replacement cover, and have already replaced the damaged one. I was blown away by how easy it was to do so. Even for this not-as mechanically involved person, I saw simple details, especially in the manner in which the switch is built, which made replacing the cover a piece of cake."The manner in which you have taken care of this issue for me has thoroughly cemented my relationship with your company and this product. Should I need any other product, I now know where to get it."Thank you for demonstrating that there still are companies who truly are consumer oriented, and even go beyond what one might normally expect. What a breath of fresh air this experience has been to me."Few companies have earned that kind of respect from me, and most are giants of commerce, from American Express, Lenovo (ThinkPads), Samsung (smartphones) to State Farm (though of late my loyalties with the flatter have waivered); to mid-size companies like Ameriprise Financial, the largest of the bona fide financial planning firms in the country (full disclosure here--I was a board certified financial advisor with them for 25 years, until I retired early 2016; I worked for them that long because I wanted to do personal financial planning with clients, and I was able to do just that with their full backing and support), CareFirst (a BC & BS health insurance company serving MD, DC and northern VA) and Sprint.Well, now Zyllion has been added to that list! Thank you, Zyllion!!!UPDATE -- Aug 16, 2017I initially gave a 5 star review after purchasing my "Zyllion ZMA13BK Shiatsu Pillow Massager with Heat" two years ago. At the time I was still working as a personal financial advisor (25 years) out of my home office. Since I've had lower back pain for a long time, I've used various "Shiatsu" type massagers, including a full back and seat device (this last one had very limited benefits, even though it cost me an arm and a leg.Well, initially I would often use it off and on much of my work day, which was mostly desk bound (I had clients scattered up and down the east coast, with a heavy concentration in SW Florida, and a smaller exposure here in western Maryland, who had been with me for a long time, so much of the work was done by phone and online, though I still scheduled face-to-face meetings in my clients' homes, including an yearly trip to Florida).And oh did it feel great. I especially loved these features:~~ The heat setting!!~~ Regularly changes directions.~~ The controls couldn't be easier.~~ Very compact, making it easier to move around (see next comment)~~ And very light, so makes it easier to move around my mid to lower back.In many ways, the best was yet to come. Not so much that for the last year or so I'm about 90% retired (for chronic daily migraines--23 years)--yes, that has helped things a whole lot. Thus I don't sit with our computer by our office desk like in the past--no more than about 1-2 hrs/day. But when I do, it is so nice to have my Zyllion Shiatsu Massager. Unfortunately, a tear began to develop on the fabric mesh cover.I figured that's the way it is (since it was beyond the 1-yr warranty period), so I continued to use it, but only when I absolutely needed it badly. Slowly the tear became bigger. I tried to solution that all men have for any of life's problems--good old duct tape!! Except that, not surprisingly, the moving "rollers ball-like massagers" would briefly get caught in the adhesive of the exposed duct tape.Then I noticed that there is a zipper which goes nearly all the way around the massager housing. I unzipped it, and figured I could place some duct take on the inside, and this way "protect" the adhesive on the outside. No doing, since there is constant friction between the rollers. (I'm sure you engineering brains out there would have predicted all this, but I'm a past preacher and financial advisor, not a mechanical engineer.)By the way, I was way impressed by the simplicity of design and the semi-rigid and yet soft "housing" all around the motor and the two sets of moving rollers. Since I was "defeated" in my homemade solutions, I decided to look around the link to the product, and see if I could find anything of help. I was once again impressed by the very high numbers of highly satisfied customers, like myself.Then I noticed a statement in one of the photos, which I've attached. It stated, "Free Replacement Cover Service." I just about fell off my chair. So I decided to recheck the questions section, to see if anyone else had run into this problem. Sure enough, and the response from Zyllion had been quite fast, as in this answer to a certain Carlo D., who asked, just less than 2 weeks ago, on Friday, August 4, 2017—"I need to replace the cover please help"Zyllion Customer Service immediately responded the very next business day, Monday August 7, 2017—"Dear Carlo:"Thank you for your comment!"We will gladly ship to you a brand new replacement cover at no additional cost."I almost fell off my chair a second time. So I immediately wrote to them, sending my message using the Amazon internal system of communicating with a vendor, shortly after midnight TODAY (12:30 am EDT). By 12:07 pm EDT, not quite 12 hours after writing to them, I had an answer from them, saying that they would indeed send me a replacement cover; they just needed my address.While writing this, here at 3:17 pm EDT, they already put my replacement cover in the mail to me, with a tracking number from the USPS.They closed that response with the following, "Please contact us with any further questions or concerns. At Zyllion, your complete customer satisfaction is our #1 priority."Well, plenty of companies will say that "customer satisfaction is our #1 priority." Hogwash. That's just fancy talk which is rarely delivered in my experience (I'll soon turn 65, so I've been in this game for a long time). Except for a few exceptional companies like American Express, and now I've added Amazon to that list (I've been a client now for 19 years!!!), it is mostly just talk.ZYLLION IS NOT JUST TALK. THEY DELIVER. With an exceptional product. And I can now add, EXCEPTIONAL SERVICE!!! Thank you, thank you, thank you. I'll be singing your praises near and far from now on!!!