First, the Diamond is a great machine and IS designed to rotate the balls. Still, the Clean Gleem design gets this feed back often, and it is not really particularly justified. I have had mine for nearly 3 years and use it constantly. I use the Aramith / Alcohol mixture in a quality atomizing spray bottle as so many others here recommend. I run the machine for about 5 minutes or a little less. The results are great. I also have found that the more the machine is used the better it cleans. Perhaps the result of a little cleaner build up on the strips in the openings? Not sure. One day, I will replace those strips if they become too dirty and we will see, but it definitely seems to clean better as time goes by.
THESE photos are with NO cleaner applied. Just a dry erase marker on the balls and a 5 minute run. They are clean on all sides. The vibration of the machine moves the balls around in the chamber and cleans all parts well by using the cleaning strip around the chamber in addition to the rollers.
I have put VERY FILTHY sets that were used for months on end into the machine with a ten minute run and a couple of spritzes of cleaner along the way in addition to at the beginning and they came out well. That said, they STILL needed some hand cleaning. I do not think ANY cleaning machine would have done significantly better.
All of these machines are designed (Just my opinion) to MAINTAIN balls in great condition. They clean well, but they are not designed to restore a set that has not been cleaned in months of pool hall use to be as good as new. They clean by rolling, not by scrubbing. I clean and rotate the set on my table weekly and play a couple of hours a day and this machine brings them out as good as freshly new out of the box as is possible.
I hope this is helpful to you. Maybe your set is more dirty than these machines are capable of cleaning with no help, and also, perhaps you are using a different cleaning mixture?
Generally, I am very pleased with this machine. I have no relationship to the company or the designer. I am just a customer.
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