“Our site engineer contacted yourselves to obtain a cost for a replacement pump. After sending over a pic of the data badge on the pump he was sent an option of two pumps, one of which had a fairly long lead time for delivery. The pump specified as a replacement was ordered and delivered to us quite quickly, and then an engineer sent with the pump to site to replace. Once on site, while checking how the replacement would proceed, he noticed that the new replacement pump was a three phase unit, whereas the existing was a single phase unit. Having noticed this, he was then wary of the suitability of the pump and checked to see if the new replacement pump had an internal flow and pressure switch, something that the existing had built in. Once he had realised that the pump was completely unsuitable for the purpose it was provided for, he re boxed the unit and sent it back to our office for us to return to yourselves as not suitable for purpose. We now have to arrange to return the pump to you and recieve a credit for an unused pump. We have managed to source a direct replacement with built in switching now from another large supplier, as the client was wanting a quick turnaround. I would generally rather use a smaller company than one of the large national ones as I have usually got a better service. I would hope that this is a one off issue and we can continue to work with you with a better level of service.”
