In the 1990s, Tucson Water changed water sources without considering the limitations of their existing distribution system or the taste and odor effects for customers. The new water caused pipe corrosion for customers, damaged the distribution system, and created a public relations nightmare. Exhaustive research undertaken by the authors paints a detailed picture of how this crisis occurred, ineffectual attempts to address the problem, and how a new team finally solved Tucson's water woes.