can I just add, that I have ordered a lot of things from WCW.
3 months ago i ordered two pumps from them for my new van. One of them did not work correctly. I rang them straight away,
they said I must send it back at my cost, and they would REPAIR it !!! that might take some days? you can buy a new one !!! they said
shall not be using them again
Gazza
Sorry to hear your frustration Gazza,
For what it's worth I thought I just respond with an alternative viewpoint for anyone else, no matter who the supplier is. In our case, we sell over a 1000 pumps a year and have seen pretty much every issue that a pump may have. Pump manufacturers such as Shurflo, Flojet, etc are very good at what they do and make products that are tried, tested and have proved extremely reliable.
Water fed window cleaning does exert certain circumstances that affect the pumps in different ways to the original design but since the advent of electronic pump controllers, most of these outlying issues have been addressed. With this in mind, the vast majority of pump problems do turn out to be user based.
We have in the past picked up faulty pumps at our own expense only to find, for example, the diaphragm full of resin, or a simple airlock to be the cause. This then leads to an awkward conversation when having to charge the customer for shipping costs when they had caused the damage in the first place which has now been repaired and has to be sent back.
We now have adopted a policy to do as much as we can over the phone, email, etc and then recommend the customer sends back the pump/product for us to take a look at. 99 times out of a 100 we ship back the product back at our own expense even if it was 'user error'. If a genuine fault was the cause we have refunded shipping costs both ways. With this model, it makes no sense to sell faulty goods as we end up being penalised in damaged reputation and freight charges. Not good business.
This being said if it is a new pump we would swap it straight over on any fault, no questions, obviously it would have to be sent back. You are correct, we do sometimes recommend to purchase another pump if it is critical for a business to be up and running. This can be fully refunded back if the returned pump was at fault or we can send the fixed pump back to be used as a spare, which in my opinion, if your business depends on it it is always good to have a backup.
