Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ Contact Name and Title: [redacted] , Oper Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sunsrce.com Pump Repair Timeline Came in originally on Jan8th and all internal parts were damaged in the pump Approval given to exchange unit(more cost effective to replace with a remanufactured unit than purchase all the parts to repair) Shipped out remanufacture unit on Feb6th The unit came back in July 13th (Warranty Consideration) because the customer said the pump was no longer workingFound the Force Motor and stem for control were tampered with and damaged Unit was flushed and resealed due to debris from the Force Motor Control damageThe customer supplied a replacement Force Motor and stemUnit was tested and shipped on Aug24th Customer was charged $on Western invoice # XXXXXXX-XX Unit was brought back on Sept23rd with the same failure and all internal parts were damaged (same failure as original)Western contacted our vendor and was able to work out a "Good Will Warranty" and supply the parts to us at no charge to get customer up and runningShipped repaired unit on Oct12th on Western order # XXXXXno charge to the customer The pump was brought back on Nov4th with the same failure and was sent back to vendor for a failure analysisThe vendor reviewed the warranty consideration claim and denied warrantyThe included inspection report gives the detail of the failure which was from either an excessive case pressure or an excessive vacuum at the pump inletWestern offered to do the repair at a reduced price of $1,to help the customer with the repair cost The inspection report with the pictures that has been submitted explains that the failure was caused by a machine system issue and not a workmanship issue and is the reason the warranty was denied ***Note: Customer said he only used machine for (2) weeks or so between Feb6th and July 13th
Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ Contact Name and Title: [redacted] , Oper Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sunsrce.com Pump Repair Timeline Came in originally on Jan8th and all internal parts were damaged in the pump Approval given to exchange unit(more cost effective to replace with a remanufactured unit than purchase all the parts to repair) Shipped out remanufacture unit on Feb6th The unit came back in July 13th (Warranty Consideration) because the customer said the pump was no longer workingFound the Force Motor and stem for control were tampered with and damaged Unit was flushed and resealed due to debris from the Force Motor Control damageThe customer supplied a replacement Force Motor and stemUnit was tested and shipped on Aug24th Customer was charged $on Western invoice # XXXXXXX-XX Unit was brought back on Sept23rd with the same failure and all internal parts were damaged (same failure as original)Western contacted our vendor and was able to work out a "Good Will Warranty" and supply the parts to us at no charge to get customer up and runningShipped repaired unit on Oct12th on Western order # XXXXXno charge to the customer The pump was brought back on Nov4th with the same failure and was sent back to vendor for a failure analysisThe vendor reviewed the warranty consideration claim and denied warrantyThe included inspection report gives the detail of the failure which was from either an excessive case pressure or an excessive vacuum at the pump inletWestern offered to do the repair at a reduced price of $1,to help the customer with the repair cost The inspection report with the pictures that has been submitted explains that the failure was caused by a machine system issue and not a workmanship issue and is the reason the warranty was denied ***Note: Customer said he only used machine for (2) weeks or so between Feb6th and July 13th