My guess is that she, Nicole by the way, didn't use much of the Utopia Silver, then went out and bought a bottle of "ECG Naturals 20 ppm", a Canadian product ??? I don't know how that compares with ours. I think she does not understand that she should use more, maybe afraid to use "too much". I wrote that she should get another bottle from her mother, my daughter, and USE it.I also urged her to contact you directly. Hope she does, otherwise, what else can we do?