Oct
22
Product Warranty
October 22, 2007 |
Warranty information which pertains to all of our water treatment system products is located on the same web page that you would purchase that particular product from. We also maintain a very service oriented satisfaction policy which is available for review on every section of the web site. Our main goal is customer satisfaction, which we feel is even more important than profit - which is rare these days. If we end up going out of business because of customer dissatisfaction, then so be it. If our products are not of the absolute highest quality available, then we should not even be selling them. This approach has served us well over the last six years and we intend to stick with it.
Basically, we honor the same warranty as the manufacturer does and we act on behalf of the manufacturer for our customers. In most cases, the manufacturer warranty requires that the customer send in the faulty product for evaluation, repair or replacement. This process can take up to 30 days to complete. At Water Value Company, we have found that we can diagnose most problems via email and take the appropriate corrective action on the manufacturer’s behalf saving our customers time and money. Here are a few examples.
We are contacted by a customer who purchased a water softener system from us in 2003 which is still under warranty. The customer’s comment is “My softener is not working anymore”. After some questions and troubleshooting, we discovered that the compression fitting attached to the brine tank’s valve is leaking which prevents the salt saturated water from being drawn up into the softener’s media tank for regeneration. The customer was able to apply a wrench to the compression nut and all is well. Had this same customer contacted the manufacturer per their warranty process, he would have been required to send in the softener’s control valve for evaluation. Of course the manufacturer would have found nothing wrong with the control valve and shipped it back to the customer without immediate resolution. Eventually, the customer and the manufacturer would have figured out the actual problem and solution, but at the cost of a great deal of time and some shipping expenses not to mention frustration.
Another example that comes to mind involved another water softener. The system was purchased and installed in the customer’s garage less than one year ago. Everything worked fine until one day when he hit the softener system with his car. The base of the control valve was dislodged from the media tank and began to leak water. We were contacted about it and offered a simple solution; send the leaking control valve in and we will repair it at cost. While this was not a manufacturer’s defect, we can still solve problems for our customers without undue delay.
The important thing to remember is that we handle warranty issues and repairs for our customers only. There are thousands of water treatment equipment web sites out there and the majority of them handle the same equipment that we do. If you have a problem with one of their systems - no matter who manufactures it - you need to deal with them. Our customers are all issued a Water Value order number. If you need repairs or replacement performed on your equipment, simply contact us with the nature of your problem and include this order number. That order number is the best, most positive way for us to identify your equipment’s warranty. While we can look up your original purchase using your name or shipping address, there are several Johnson’s on Elmwood Road in this country.
We also receive many phone calls and emails from people who have purchased the same products we carry from another water treatment equipment dealer. These customers are frustrated because they are unable to attain support for their product from some of these other dealers. Be sure that when you are shopping for your next water treatment system, you can get support for it just in case something goes wrong. The prices for many of the systems we support may be a few dollars less elsewhere, but there’s usually a reason for that. If the other dealer does not offer after-sales support, they save money and can afford to sell their equipment for less.
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