[Scrimble]

when i bought my wfp setup from them in october i travelled 260 miles round trip after hearing how good they are (mainly from on here).

even though i live 10 miles away from the window cleaning warehouse which sells nearly the same kit a bit cheaper i decided its my livelyhood and i dont want to buy the cheapest kit.

now my pump controller has thrown a wobbly i've sent it back to them last week 29th dec and now i'm gettin fobbed off by them everytime i ring them, not once have they called me back and they say they will every time.

they want me to pay for a new one and when my original faulty controller comes back from the manufacturer they might refund it if it was actually faulty.

and they wont just send me a replacement because they will be and i quote "out of pocket" they dont care that they've sold me a duff controller and i cant work without it!

how longs a piece of string to how long is it going to be til they get my controller back from the manufacturer.

poor after service, i wanted to buy a 350l 40inch ro full works 2k job for my new van but after experiencing there aftersales service i doubt it very much!

very very disappointed with them

[AuRavelling79]

Thanks for the heads-up!

This is where I find Gardiners score - they don't quibble about relatively small problems to keep their custy happy!

[michael papworth]

when i bought my wfp setup from them in october i travelled 260 miles round trip after hearing how good they are (mainly from on here).

even though i live 10 miles away from the window cleaning warehouse which sells nearly the same kit a bit cheaper i decided its my livelyhood and i dont want to buy the cheapest kit.

now my pump controller has thrown a wobbly i've sent it back to them last week 29th dec and now i'm gettin fobbed off by them everytime i ring them, not once have they called me back and they say they will every time.

they want me to pay for a new one and when my original faulty controller comes back from the manufacturer they might refund it if it was actually faulty.

and they wont just send me a replacement because they will be and i quote "out of pocket" they dont care that they've sold me a duff controller and i cant work without it!

how longs a piece of string to how long is it going to be til they get my controller back from the manufacturer.

poor after service, i wanted to buy a 350l 40inch ro full works 2k job for my new van but after experiencing there aftersales service i doubt it very much!

very very disappointed with them

I'm not certain about this, but I believe that it is the retailer who is responsible for replacing items under guarantee.

If a piece of equipment breaks down within the guarantee period, they should replace it without quibble. It's then up to them to take it up with their supplier.

Even if I'm wrong, they certainly aren't doing themselves any favours by penny-pinching. They've lost you as a customer, and they're likely to lose even more customers if a few more stories like this circulate.

[Craig Trevain]

It is normal warranty practise to charge for the item then credit once it has been checked and tested, subject to it not being broken through missuse.

Suppliers would be out of pocket other wise, we have had controllers back which have burnt out, when the manufacturer has tested them it has been obvious that the operator has tried to run 2 pumps from one control (not suggesting this to be true in your case), so with the amount of warranty issues we as suppliers deal with, we could not take each issue as face value we have to treat all the same.

Pure freedom are dealing with this how we all deal with it.

[lee09]

It is normal warranty practise to charge for the item then credit once it has been checked and tested, subject to it not being broken through missuse.

Suppliers would be out of pocket other wise, we have had controllers back which have burnt out, when the manufacturer has tested them it has been obvious that the operator has tried to run 2 pumps from one control (not suggesting this to be true in your case), so with the amount of warranty issues we as suppliers deal with, we could not take each issue as face value we have to treat all the same.

Pure freedom are dealing with this how we all deal with it.

what, not returning calls, the feeling of being fobbed off?
There may be a procedure that has to be followed if goods have to be returned under warranty but if thats not explained fully, we are going to feel miffed
I think that was a brave post Craig as a supplier
Lee

[Craig Trevain]

I was only backing up the warranty side of things, didnt mention the phone call situation, as it would be wrong for me to comment on that, our customers no we always return calls.

[Scrimble]

i feel fobbed off by them, everytime i ring them there trying to get off the phone,

yes i'll ring you back

i'll let you know,

i dont know i'll pass you onto someone else who might,

i'll give them a ring and ring you back later

they have gone home now i'll get them to ring you in the morning

dont know how long it will be probably a couple of days

pure freedom have not once rang me.

i am not going to be paying for another controller from them i want my faulty controller replacing,

the service i'm getting and the attitude from them is what i'm disappointed about,

[Rcs]

google purchasing complaints
that will give you your consumer rights
also standard letters that you can send out
also is their refunds policy displayed by the point of sale if it isnt that may help your cause
if the item is faulty you are entitled to a refund or exchange
i had loads of grief from carphone warehouse
and eventually won but they were just the same
all smiles take your money and dont want to know when there is a problem

thats poor service from them considering it is your livelyhood

i for one will go elsewhere  when buying equipment if thats the case

[lee09]

Hi Craig,
I'm sure you are right with the warranty side and I know that you were not commenting on Pure freedoms level of customer service.
Is what your saying then if I buy one of your guttervacs and it fails in the warranty period, it would need to be sent away so the manufacture could establish what was at fault.?
I would expect a good level of customer service from you as that is the image you always have on here, but I  would only expect an out of warranty machine to be returned to the manufacture
As I said at the start I have no knowledge of current warranties.
Lee

[Rcs]

ive used both wca and wintecs and find service and attitude spot on always helpful and great service

[matt]

i had a sub pump from alex

it wasnt a big order, it was 400 L tank and a subpump , its the only things i have had of them, he knows i will not likely part with 500 quid for a pole either, so its not like he was trying to keep a well paying customer happy, just customer service done well

i took deliver before christmas, i then had christmas and then my hernia op, so 3 - 4 months had passed, i had filled the 400 L tank twice

alex was good enough to send a new pump out, he asked could i have the old pump packaged up and ready to be picked up

fair play to them, i was well impressed

[jeff1]

The boss bought me a Sony video camera for Christmas, I did some filming with it and uploaded it to my PC and the film was rubbish and I mean the quality, so I took it back to Curry's and without quibble they replaced it and I even had a £70 refund because it was now in the sales, so hows that for customer service, so why can't pure freedom replace the controller for this guy without quibble?

I've dealt with pure freedom for most of my gear and if this is the way their after service is headed then I'll simply find another supplier, its the customers who pay our wages and it will be beneficial for suppliers to remember this.

[landy2]

i had a problem with my pump and controler from pure freedom i sent them back to them at my cost and they tried them out and told me it was there problem and sent me back the old ones and gave me new ones
i think with pure freedom is that they run on a low profit system so when something goes wrong they have to make sure it is manufactors problem to get there money back
i myself lost time at work when i sent mine back witch is not fair

also i find they change there product regualy so if you need a replacement you have to buy complete and not just a single compoment

also if you dont mention a specific compoment you will be sent a cheaper part

[Pole 2 Pole]

Going back 2 or 3 years i had a similar issue with Pure Freedom or should i say Adepta. Emailed them(never once replied), called them,(I was fobbed off beyond belief) Aftersales was non existant. I gave up eventually. I lost £80 worth of gear. They lost my business. FOR LIFE. Shame cos they seem to be "up there" when it comes to prices. And yeh. one post like mine(or others) will put people off using them. And for what? Small minded and bad business. Gardiners aint the cheapest but they are soooo no nonsense when it comes to the smallest of complaints/issues. I know which one i'd put money on being around in 20 years time.

[Scrimble]

I've just rang them to find out whats going on and there going to ring me back again.

i hope they are reading this thread i might get a controller back  a bit quicker,

[Craig Trevain]

Hi Craig,
I'm sure you are right with the warranty side and I know that you were not commenting on Pure freedoms level of customer service.
Is what your saying then if I buy one of your guttervacs and it fails in the warranty period, it would need to be sent away so the manufacture could establish what was at fault.?
I would expect a good level of customer service from you as that is the image you always have on here, but I  would only expect an out of warranty machine to be returned to the manufacture
As I said at the start I have no knowledge of current warranties.
Lee

If its an item that we manurfacter or put together like the Polarvak, then we would test eqipment straight away (as we have a vac/carpet cleaning machine service dept) so a swap over would happen straight away, and if the fault is obvious and straight forward an exchange happens, the problem is with such things as pumps, controllers etc, other wise people who left their 1 week old pump in a freezing cold van would think oh great' take it back swap it over as its only a week old, we swap it, then send back the first one to flo-jet/sureflo and they write back " sorry this pump has perished due to frost damage" who's laughing!!

[SherwoodCleaningSe]

From what I hear pure freedom went downhill a lot after Andrew McCain left.  Just a thought, if you have a pressure switch on your pump, you can wire the pump straight into the battery with the pressure switch in serial and you will have a working system again, you won't have the flow control but you at least will have water.

As for Gardiners, brill.  I have had problems with faulty stuff and stuff broken in transit, and every time gardiners send out the replacement first.  Once was microbore that had bulged after a day, and they readily understood that I needed the new hose before I could send the old stuff back, their idea in fact.

Simon.

[jeff1]

I've just rang them to find out whats going on and there going to ring me back again.

i hope they are reading this thread i might get a controller back  a bit quicker,

Well don't stand out in the snow waiting for them to reply will you :

Pure freedom were excellent when Andrew McCann was running it, I had a problem with a pump and he sent me out a new one next day and Just asked me to return the old one and they paid for it.

[lee09]

Hi Craig,
I'm sure you are right with the warranty side and I know that you were not commenting on Pure freedoms level of customer service.
Is what your saying then if I buy one of your guttervacs and it fails in the warranty period, it would need to be sent away so the manufacture could establish what was at fault.?
I would expect a good level of customer service from you as that is the image you always have on here, but I  would only expect an out of warranty machine to be returned to the manufacture
As I said at the start I have no knowledge of current warranties.
Lee

If its an item that we manurfacter or put together like the Polarvak, then we would test eqipment straight away (as we have a vac/carpet cleaning machine service dept) so a swap over would happen straight away, and if the fault is obvious and straight forward an exchange happens, the problem is with such things as pumps, controllers etc, other wise people who left their 1 week old pump in a freezing cold van would think oh great' take it back swap it over as its only a week old, we swap it, then send back the first one to flo-jet/sureflo and they write back " sorry this pump has perished due to frost damage" who's laughing!!

Thank you for your reply, it make more sense to me now
Lee

[marcus hopkins]

I totally agree, Pure freedom were great when Andrew was there, I havent used them since he left as the telephone manner and service on the other end of the line sucked every time i called. Shame as my initial setup was purchased from them.