As a remodeler, I get all kinds of wacky calls from past / dormant customers.
Last week, I got a call in the evening from a frantic customer whom I had done some drywall work for in the past. Their main sump pump had failed and the battery back-up was keeping the water at bay while sounding it’s annoying alarm.
I went to the house and found the sump almost full but the battery back-up was holding its own against the incoming water. The breaker would trip instantly when thrown – not a good sign. Checked breaker – OK – pump at fault.
I went to the local Lowes and bought a Meyers pump of similar design and a few pipe fittings minutes before closing. Pulled the old Zoeller pump, replaced with new and watched the sump pump out nicely – took a while as the entire French drain system (and gravel bed) was filled with water.
The old Zoeller pump appeared relatively new and of quality construction; cast iron pump body, nice switching, etc. So I opened the old pump this week in my shop and found water inside of the switch and motor housings – went to Zoeller’s web site, found a factory service shop in the next town over.
Contacted the factory techs via the web, explained the problem I had found, and asked if they thought the pump would be worth rebuilding or just to junk it.
SURPRISE – they e-mailed back offering a free replacement pump, saying that they expect 7-10 year life (even though they only provide a one year replacement warranty – 3 yr available) and since the pump was manufactured in 2/04 (plate info) it could not have been in service more than 22 months.
Couple e-mails back and forth and they will ship replacement pump tomorrow. In today’s business climate I find it really refreshing to find a U.S. manufacturer (Lexington, KY) that stands behind their product – even if it is out of warranty.
No documentation, no receipt required, no “ship us the old one”, no yada-yada-yada.
They supplied the name of 2 nearby stocking dealer / distributors for future reference – I’ll be seeing them (of course the factory rep knows it!).
www.zoeller.com – sump, sewage, well, +, pumps.
Jim
Never underestimate the value of a sharp pencil or good light.
Replies
Great story Jim...nice to hear one like that.
did you tell them you bought a Meyers pump to replace theirs ?
carpenter in transition
Yes, I did tell them I bought a Meyers pump that night.
They understood my situation completely - water rising at 9:00 pm - any pump in a storm!!
Now I know where to get a good one from a U.S. manufacturer that backs their products.
There will be one "on the shelf" before the end of this week from one of the two dealers supplied by the factory rep.
They even told me how to maintain the stored pump to avoid deterioration. Simple - plug in and run 15 seconds every 4-6 months to redistribute the di-electric oil inside of the motor - lubes bearings and keeps the seals in good shape.
Jim
Never underestimate the value of a sharp pencil or good light.
Good story and I'm bookmarking the site!
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Are you going to mention it to your customer?
Zoeller is shipping the replacement pump directly to the homeowners. I have forwarded all of the e-mails on this topic to them.
I have already billed for the Meyers pump and replacement labor, I did OK, don't need a "bonus".
When the Meyers pump dies, I know who will get the call to put in the new Zoeller.
Jim
Never underestimate the value of a sharp pencil or good light.
Sounds like you do nice work.Big Macs - 99 cents
Dad was from a small town in Georgia (Carrolton), Mom was from a smaller town in Missouri (Hale).
Together they instilled small town values and a strong sense of ethics.
Jim
Never underestimate the value of a sharp pencil or good light.