Unhappy Customer - Water Pump not under warranty for "water damage" after 3 weeks.

Customer Complaint

We purchased a DAB Water Pump from Afgri Branch, Standerton on the 26 June 2018. The pump was secured to a cement slab and functioned perfectly for 3 weeks until it totally ceased. Resetting the pump did not restart the pump. We sent the pump to DAB Pumps SA, Olifantsfontein, for assessment on 1 August 2018 and contacted Frank Hornby (DAB Technician) 21 August 2018 only to have hit a brick wall. The reason for the pump ceasing to work was due to Water Damage, and unfortunately the warranty did not cover water damage – even if the pump was splash proof according to Frank. How surprising – A water pump not under warranty if it gets wet. Thinking this must be some kind of joke, we requested to speak to his Manager, Hein Botha. Frank Hornby kindly informed us that the Manager of DAB, according to company policy, may not speak to clients and assist with there concerns. Well this was the first time we heard a manager may not assist clients.

This is totally unacceptable quality of product and service from DAB Pumps SA (Olifantsfontein). It is impossible for a new pump to cease after 3 weeks use in perfect dry conditions. We suspect a faulty or secondhand refurbished item was sold to us that day.

All we expected was replacement or repair of the pump to working condition. Is that too much to ask?

Unhappy Customer