Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: JJay on August 13, 2020, 03:50:21 pm
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Hi. I just would like to ask about your experience doing business with Pure Freedom / Adepta. I've bought few product from them but their helpline or email communications is far from professional I would say. There's no aftersale help or willing to solve issue with their products. I've been treated as problem which never happens to me before. Does anyone ever bought from them?
I'm not trying to spread bad word just trying to figure out what's going on..
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I've bought systems from them in the past,they are only a phone call away,always very helpfull.
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I have had nothing but problems with them every time apart from once ,I will not buy from them any more they don’t have any quality control measures in place , I ended up speaking to there MD at least he had the decency to accept that they had made numerous boobs and after threatening legal action I got a full refund Deal with them at your peril !!!!!!!!
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Not what I want to hear when I’ve got a 3 grand system booked in soon. Others I’ve read on here have said how good they are.... let’s hope my experience seconds that.
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For past 2 days I've been trying to contact them and solve the issue. Today they told me to leave a message around 1pm. I've not hear anything since then. I've spent only 220£ but it is 220£.
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They had a rocky patch about 8 years ago but they have always been brilliant for my new systems
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Pure freedom is terrible,,, the customer service is horrible and they get worse and worse as the years tick by... they used to be good years ago.. but them 2 girls in the office are very rude and not professional at all... plus the owner of the business does not care about his customers being happy aslong as the money is in his pocket.
The only good thing about Purefreedom is that they have the best hose reels on the window cleaning market.
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Post Andrew McCan, i've always found them very helpful, Andrew was great to talk to but a nightmare to deal with.
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For past 2 days I've been trying to contact them and solve the issue. Today they told me to leave a message around 1pm. I've not hear anything since then. I've spent only 220£ but it is 220£.
Paul form PF spoke with me regard your controller issue last Thursday 13th and I requested a little more information. As I understand the controller display is flashing. Spring manufacture the controller.
Could you let me have the controller serial number please and how old it is.
Spring use a return to base warranty process that is very common in the electronics industry. The main reason being that we have all the equipment require to carry out testing in the workshops and in some cases return a control to us directly can save some time.
2020 has been a very strange year.
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He replied to my email on Friday night. I've paid it exactly on the 12th August 2019 and received around 16th and the problem arise on the 12th this months as I've been phoning pure freedom on that day around 1pm.
The serial number is 47305.
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For past 2 days I've been trying to contact them and solve the issue. Today they told me to leave a message around 1pm. I've not hear anything since then. I've spent only 220£ but it is 220£.
Spring use a return to base warranty process that is very common in the electronics industry. The main reason being that we have all the equipment require to carry out testing in the workshops and in some cases return a control to us directly can save some time.
2020 has been a very strange year.
I get but I've bought from PF and if I have to send it back , I need some replacement to carry on with work.
Whatever you buying the company you bought it from have warranty responsibility, not somone else I assume. Like I bought power tool from screwfix and was faulty. I'm giving it back and screwfix is dealing with manufacturer, not me. I'm having a perfectly working product minutes after return faulty.
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Hi Jay
Thank you for confirming the serial number and the controller is just under a year old. I am guessing that it has been working as expected up to the 12th when the display began to flash. There are a number of possibilities that could cause of the issue. The controller has a two year manufacturers return to base warranty.
http://springltd.co/warranty
The reason for return to base is we do have all the kit required to rest and repair the controller. If you would like to send it back to us directly we will look at the controller as soon as we can.
A suggestion would be to purchase a second controller while the original one is back with us and following repair it can be returned to you as a spare.
I will also contact PF and discuss this with them and see what other options there are.
To return the controller direct please post to Spring (Europe) Ltd Unit 9 April Court, Sybron Way Crowborough TN6 3DZ
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Hi Ian.
Thanks for quick reply. I understand return to base warranty but I bought product from PF. Not directly from Spring. Got PF logo, PF labels and tags and PF phone number which leads to PF guarantee I assume. PF should be the party who has to contact Spring.
I'm sorry that my tone sounds a bit mean but I never had situation like this before. When will be fixed and back to me I'm going to have 1 extra which I don't need. If I want a spare I would have it long time ago. Sounds be moaning but correct me if I'm wrong? I think need to ask somone from Trading Standards for opinion.
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For past 2 days I've been trying to contact them and solve the issue. Today they told me to leave a message around 1pm. I've not hear anything since then. I've spent only 220£ but it is 220£.
Spring use a return to base warranty process that is very common in the electronics industry. The main reason being that we have all the equipment require to carry out testing in the workshops and in some cases return a control to us directly can save some time.
2020 has been a very strange year.
I get but I've bought from PF and if I have to send it back , I need some replacement to carry on with work.
Whatever you buying the company you bought it from have warranty responsibility, not somone else I assume. Like I bought power tool from screwfix and was faulty. I'm giving it back and screwfix is dealing with manufacturer, not me. I'm having a perfectly working product minutes after return faulty.
I am quite happy to work with you here. The controller has been used for almost a year and has worked flawlessly until recently and with the best will in the world we have no way of knowing why it is suddenly after 12 months of use starting to display an issue.
The controller has a 2 year warranty and if on its return to us the fault is due to a manufacture fault it will be repaired under the warranty and returned to you.
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Hi Ian.
Thanks for quick reply. I understand return to base warranty but I bought product from PF. Not directly from Spring. Got PF logo, PF labels and tags and PF phone number which leads to PF guarantee I assume. PF should be the party who has to contact Spring.
I'm sorry that my tone sounds a bit mean but I never had situation like this before. When will be fixed and back to me I'm going to have 1 extra which I don't need. If I want a spare I would have it long time ago. Sounds be moaning but correct me if I'm wrong? I think need to ask somone from Trading Standards for opinion.
While product issues under warranty are annoying if you send it to PF they then send it to the manufacturers so doubling the postage time if you are lucky. You can talk to trading standards but remember the additional 12 months warranty is in addition to your rights. Plus you are using the product commercially and you are a business so our consumer rights will be different!!!!
Bottom line is you have the manufacturer willing to help, so you will get a faster fix. Personally I would be very grateful the manufacturer is offering help when the seller seems not particularly helpful.
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And get yourself some spares. Mop & bucket days are gone.
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I don't have any issue with manufacturer. I'm actually happy with Spring response and their will to help. Under EU agreement which is still valid all manufacturers are required to 24months warranty for the most of products apart from batteries etc.
Plus you are using the product commercially and you are a business so our consumer rights will be different!!!!
not enough exclamation marks ;D
Show me consumer act where buying product with "trade related" for bussines use you have different consumer rights.
Than specific trade related purpose. You are missing the point I think.
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And get yourself some spares. Mop & bucket days are gone.
I've got spare controler like many spare things in garage..
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I don't have any issue with manufacturer. I'm actually happy with Spring response and their will to help. Under EU agreement which is still valid all manufacturers are required to 24months warranty for the most of products apart from batteries etc.
Plus you are using the product commercially and you are a business so our consumer rights will be different!!!!
not enough exclamation marks ;D
Show me consumer act where buying product with "trade related" for bussines use you have different consumer rights.
Than specific trade related purpose. You are missing the point I think.
Please see the link below from the consumer group (Which) web site. This also covers goods that are more than 6 months old and the rights of both the consumer and manufacturer
https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act
We are more than happy to inspect your controller under the 2 year warranty and if its faulty due to a manufacture fault it will be repaired/replaced.
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I don't have any issue with manufacturer. I'm actually happy with Spring response and their will to help. Under EU agreement which is still valid all manufacturers are required to 24months warranty for the most of products apart from batteries etc.
Plus you are using the product commercially and you are a business so our consumer rights will be different!!!!
not enough exclamation marks ;D
Show me consumer act where buying product with "trade related" for bussines use you have different consumer rights.
Than specific trade related purpose. You are missing the point I think.
Just a quick Google on Business to Business sales : https://www.devonsomersettradingstandards.gov.uk/business/consumer-rights/business-to-business-contracts/
The terms can be different.
Reason I know is I was running holiday apartments and an electric shower failed. Supplying company said it had been used by a business so not covered under same guarantee! Spoke to local trading Standards and they confirmed that Business 2 Business could have different terms.
Exclamation marks were intended to highlight something people may not realise. ;D
The point I was making was that the manufacturer are going out of their way to help, which is very commendable.
It is good to know your experience with PF as I for one will steer clear and I certainly know who my next pump controller is made by :)
Hope you get it sorted soon.
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And get yourself some spares. Mop & bucket days are gone.
I've got spare controler like many spare things in garage..
So what’s your problem?
Send it back to Spring under warranty as they have offered & use your spare controller on the meantime.
Unfortunately these things happen in life. Just get back up.
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And get yourself some spares. Mop & bucket days are gone.
I've got spare controler like many spare things in garage..
So what’s your problem?
Send it back to Spring under warranty as they have offered & use your spare controller on the meantime.
Unfortunately these things happen in life. Just get back up.
Looks like you missed the very first post but I will repeat again. Problem was bad contact or no contact with PF.
I'm glad that spring offered help and I will send it back as soon as install the spare one. Anyway thanks for help, anyone who really want to help .
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His contract is with Pure Freedom, not Spring.
It's nice that the fella from Spring is responding, but it is actually nothing to do with him.
If he sends it to Spring for repair, that will probably invalidate any warranty. It's up to Pure Freedom to deal with their own suppliers.
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His contract is with Pure Freedom, not Spring.
It's nice that the fella from Spring is responding, but it is actually nothing to do with him.
If he sends it to Spring for repair, that will probably invalidate any warranty. It's up to Pure Freedom to deal with their own suppliers.
I'm not sure why that would be the case. P/F aren't providing the warranty, Spring are.
Pure Freedom should by rights ask for the controller back and then they should send it back to the supplier for evaluation.
By dealing directly with Spring the O/P is sorting the problem out much quicker. (Purefreedom should have stated that process from the very beginning.)
The O/P can't expect PF or Spring for that matter to just replace the controller FOC because he says it has failed. If, for example, the O/P reversed polarity when connecting the battery up, then that failure is an operator error and not due to faulty components and/or labour during manufacture.
The supplier is in his rights to want to confirm what the fault was actually caused from. If the failure was caused by operator error then this wouldn't be classed as a warranty repair and the customer would be responsible for the repair cost.
Ian Sheppard recently confirmed that the major cause of controller failure was due to operator error; reversed polarity being the main one.
Personally, if I had to take my leisure battery out of the van every couple of days to charge it, I would buy a new V16 controller. I would have gone though numerous controllers as I would have connected the battery incorrectly quite often.
This is why I have everything permanent fitted and take the charger out to the van and plug it in - but I'm fortunate as my van is parked on the driveway.
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And they were dealing with it. Ian has just offered to speed up the process by going direct.
Most of the time with these controllers though it turns out not to be the controller but bad connections or the battery. Which is probably another reason it’s a return to base warranty.
I’m out of this thread now though. You guys crack on. 8)
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Beat me to it by seconds Spruce! :)
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I've got everything fixed in van and self charging relay. I never take out my battery or controler. Never touched the wires as had fitted everything by electrician that's why probably all been working fine till now. Still pumps works okay it's just controller playing up. Why everyone has to assume that other fellow window cleaner is basically stupid and trying to blame manufacturer over his mistake? If that was my case with common mistake somone could diagnose that over the phone or emailed video. Firstly I've asked for some help and advice. Asked what's going on with controller. No one from PF could help me over phone. Then Paul from PF emailed me exlaping the process. Then Ian offered solution. I'm okay with the warranty process from Spring but like I mentioned should be firstly done by PF and that's was the main issue. End of story.
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Just because something was fitted professionally some time back doesn't mean it cannot fail. Connections can corrode for example. Just swap your controller for your spare & you'll find your answer.
We were only trying to help. Nobody said you were stupid. But maybe you come across as having a bad attitude due to your poor grammar? Just a thought.
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Oh Simon. Thanks for help. :)
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You've had it a year just buy another one and send that one back, if they fix it free bonus.