Here are some things to take note of:
1) The pitcher is not properly seated on the top of the base. Please make sure that the handle is positioned on the right portion of the base and properly locked. The base has a protruding plastic that serves as a lock for the pitcher.
2) Spinner is out of its position - this may occur when pouring water into the pitcher. Please make sure that the spinner is sitting in the right position (ie. seated inside the hollow part of the Mineral Cube). Check that the water flows down from the inside of the pitcher and not directly at the center where the spinner is seated.
3) Make sure that the Mineral Cube is locked into the bottom of the pitcher. It should lock clockwise. If it is not locked into the pitcher, the water will not vortex.
If you could take a video of the issue, the Support Department [email@example.com] will be able to assist you further on. Feel free to take a look at the Vitalizer Plus Assembly Video.
Here are some options to forward us the video - as the file is too large to be sent through email:
If you have a Gmail account, you can upload it to Google Drive:
Or if you have Hotmail/MSN/Outlook, you may upload it to OneDrive: