Facilities Maintenance Resource, Inc.

The customer approached me on August asking for us to replace a damaged system. The customer is NOT under warranty. Our warranty is a Year limited warranty. As it states in our manual provided with every single unit, the warranty section states that we will only exchange the
product within the first year from date of purchase. In this customer's case, she is over the first year which we would have exchanged the product and then past the overall year warranty. Im going with the information from the customer where she mentioned that this product was closer to years old. For additional proof, she may want to submit her receipt. This being said, we are making an exemption and we are providing a NEW pump. Customer states that the bowl is stained due to our faulty system. When and if a product fails, its common practice to remove any excess water standing in the bowl. Them asking for us to replace the bowl because it was connected to the system is much more than they should expect considering they are way past the warranty since the bowl only carries a one year warranty. Even though they are past this period, we again offered to provide a FREE bowl but for them to pay freight to get this delivered. This is, to me, taking exceptional steps to satisfy the customer.Attached is the email thread from our conversations. Customer knew that they were past warranty and knew we were taking additional steps to satisfy them. If my response took a bit longer than usual is because we need to file additional paperwork on our end to send out a pump that originally should have not been sent out since customer is not under warranty