Revdex.com file: Account Number: ref # [redacted] Invoice dated 12/19/Item: 12-Sandia Plastic's / Clean Storm Carpet cleaning machine Billing: Call [redacted] Customer complaint: Customer’s Statement of the Problem: "We purchased carpet cleaning machine on 12/22/On 4/21/2015, we contacted Steam Brite to inform them the pump was not working properlyIt appears to be a defective pumpWe asked for a replacement pump to be sent to us, and we would send the defective one back to Steam BriteWe placed the request, based on their New Equipment Warranty, which clearly states: Lifetime warranty on molded body parts, 2-YEARS ON VACUUM MOTORS AND PUMP, and year on all electrical componentsSteam Brite will not replace the pump." Answer: First of all the customer should quote the web page correctlyVisit http://www.steam-brite.com/clean-storm-12gal-500psi-dual-p-4626.html It states: "year on Pump." Machine is under warranty at this timeThe Sandia Plastics factory warranty is against manufactured defects and is two years on Shuflo and Flojet pumps and one year on Pumptec pumps (this one) but excludes customer caused issues, wear items#and foremost all warranty issues are handled by email only to [email protected] emails have been sent on any issues on this machineThis is stated on our website at: http://www.steam-brite.com/conditions.php "All tracking, warranty, shipping claims, and returns must be done by email." Calling the order line is not the correct course of action to resolve issues#The customer would be required to ship the original pump back to us to confirm it really is broken as off 99% of all pump related issues are customer causedExamples include: a) Customer has dirty water filters - note there are two filters on this machine, b) Customer sucked air into the pump and now the pump just needs to be vacuum primedRead post at http://www.steam-bright.net/showthread.php?1-How-to-Prime-a-Pumptec-Pump&highlig...⇄ and watch video at: https://www.google.com/url? sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=0CB4QtwIwAGoVChMIouzUp-v...⇄ %3D85iilv_5HFE&ei=ILCmVaLcA4_UoASs45rYBw&usg=AFQjCNF44hnd81dBUMtzbFj9yVkwNrI OjQ&sig2=eNNaMrin24WZ6Q3dqAbx8w&bvm=bv.97653015,bs.1,d.dmo c) Pressure regulator needs to be rebuild or just lubricatedVisit http://www.steam-brite.com/pumptec-25033a-repair-500510-models-p-4164.html d) Pump seals are worn because customer was using wrong or harsh chemicals in the pump, failing to rinse the pump after each use, letting the pump freeze by storing in service vehicle at nightSeal kits are wear items and not part of the factory warrantyVisit http://www.steam-brite.com/pumptec-10003-plunger-seals-repairs-p-8879.html In summary, the warranty is that the pump must be shipped in for warranty consideration and testing firstThe parts warranty does not include labor or shipping costOnly if deemed a warranty event would the pump be repairedThis is not a pump change out programLet's compare this to other industry warranties: When I read the complaint, basically the customer just said if he purchases a new car and during the warranty period, the car dealer should be required to deliver a new car to the customer based on customer's word and before the dealer has an opportunity to inspect the car or attempt to fix the carNo industry just gives away free equipment just because a customer is having an issuePlease try all to resolve all the issues mentioned above and only after each step has been followed, then the customer can remove the pump and ship it in for testing [redacted] Steam-Brite.com Supply
Revdex.com file: Account Number: ref # [redacted] Invoice dated 12/19/Item: 12-Sandia Plastic's / Clean Storm Carpet cleaning machine Billing: Call [redacted] Customer complaint: Customer’s Statement of the Problem: "We purchased carpet cleaning machine on 12/22/On 4/21/2015, we contacted Steam Brite to inform them the pump was not working properlyIt appears to be a defective pumpWe asked for a replacement pump to be sent to us, and we would send the defective one back to Steam BriteWe placed the request, based on their New Equipment Warranty, which clearly states: Lifetime warranty on molded body parts, 2-YEARS ON VACUUM MOTORS AND PUMP, and year on all electrical componentsSteam Brite will not replace the pump." Answer: First of all the customer should quote the web page correctlyVisit http://www.steam-brite.com/clean-storm-12gal-500psi-dual-p-4626.html It states: "year on Pump." Machine is under warranty at this timeThe Sandia Plastics factory warranty is against manufactured defects and is two years on Shuflo and Flojet pumps and one year on Pumptec pumps (this one) but excludes customer caused issues, wear items#and foremost all warranty issues are handled by email only to [email protected] emails have been sent on any issues on this machineThis is stated on our website at: http://www.steam-brite.com/conditions.php "All tracking, warranty, shipping claims, and returns must be done by email." Calling the order line is not the correct course of action to resolve issues#The customer would be required to ship the original pump back to us to confirm it really is broken as off 99% of all pump related issues are customer causedExamples include: a) Customer has dirty water filters - note there are two filters on this machine, b) Customer sucked air into the pump and now the pump just needs to be vacuum primedRead post at http://www.steam-bright.net/showthread.php?1-How-to-Prime-a-Pumptec-Pump&highlig...⇄ and watch video at: https://www.google.com/url? sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=0CB4QtwIwAGoVChMIouzUp-v...⇄ %3D85iilv_5HFE&ei=ILCmVaLcA4_UoASs45rYBw&usg=AFQjCNF44hnd81dBUMtzbFj9yVkwNrI OjQ&sig2=eNNaMrin24WZ6Q3dqAbx8w&bvm=bv.97653015,bs.1,d.dmo c) Pressure regulator needs to be rebuild or just lubricatedVisit http://www.steam-brite.com/pumptec-25033a-repair-500510-models-p-4164.html d) Pump seals are worn because customer was using wrong or harsh chemicals in the pump, failing to rinse the pump after each use, letting the pump freeze by storing in service vehicle at nightSeal kits are wear items and not part of the factory warrantyVisit http://www.steam-brite.com/pumptec-10003-plunger-seals-repairs-p-8879.html In summary, the warranty is that the pump must be shipped in for warranty consideration and testing firstThe parts warranty does not include labor or shipping costOnly if deemed a warranty event would the pump be repairedThis is not a pump change out programLet's compare this to other industry warranties: When I read the complaint, basically the customer just said if he purchases a new car and during the warranty period, the car dealer should be required to deliver a new car to the customer based on customer's word and before the dealer has an opportunity to inspect the car or attempt to fix the carNo industry just gives away free equipment just because a customer is having an issuePlease try all to resolve all the issues mentioned above and only after each step has been followed, then the customer can remove the pump and ship it in for testing [redacted] Steam-Brite.com Supply
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