Business Response from Larry
The pump in question here was a 100 PSI Shur Flo Pump. It comes with a standard 1 year manufacturer warranty against defects. The customer would have this same warranty on any Shur Flo pump no matter who it was purchased from because it is a manufacturer's warranty not a dealer warranty. The warranty does not cover neglect, misuse or improper installation. On this specific pump the warranty was voided due to improper installation and the manufacturer chose not to replace the pump under the terms of the warranty. We checked with the customer and in our past repair logs to make sure we did not perform the installation (We would have replaced it at no cost to the customer and reimbursed them for labor expenses if so). The customer told us that he had installed the pump himself. When the customer was told the warranty was voided due to the improper installation he became very irritated and demanded a new pump at no cost to him. He was informed that would not be possible, but we would meet any competitor's price on the same pump. I can assure you, no one from People's hurled insults or laughed when explaining the situation to the customer. A few weeks after this incident the customer returned to our store with a new pump that he purchased from another supplier, and we installed the new pump for him. Peoples has been in business for over 45 years and would not continue in these tough times if we treated customers the way it is described here. We take pride in our customer service and we believe that no one can match us in that regard. It is always our desire to meet every customer's needs and strive to have everyone of them leave our store satisfied. I regret that this customer was dissatisfied with our performance and hope that we have an opportunity in the future to make a different impression with him. As far as we know he is pleased with the job we did when we installed his new pump for him.
more