amazed by the customer service from aquamist... long story short, my pump died again, last year i sent it back to ERL, as a paying customer to get the flow rate checked and make sure it was ok after i took it apart myself, checked it the other evening and it wasn't working again so thought i'd email aquamist to see if i could source some parts or get it to them for a refurb... here is my conversation!!!
Mark Butterworth <markeyturbo@googlemail.com>
Mar 18 (2 days ago)
to info
Hi there,
I sent my pump back last year for refurb, it's lost pressure again and all I get is a dribble. Do you have a costing on a new pump (mine is a 806-052) and also getting mine refurbished, as every time I put the car away for a few months it stops working, I've had the pump apart and flexing the seals usually cures it short term but I'd like to know what my options are as my car relies on it quite heavily when the boost is up
Thanks or your time
Mark butterworth
Sent from my iPhone
Info <richard@aquamist.co.uk>
8:52 AM (15 hours ago)
to me
I do not recall servicing your pump last year. Do you have any details of the transaction?
Richard
aquamist system support
Mark Butterworth <markeyturbo@googlemail.com>
12:16 PM (12 hours ago)
to richard
Hi there I don't I'm afraid, although I think it was checked rather than rebuilt as I don't remember a big bill
Sent from my iPhone
Richard
1:00 PM (11 hours ago)
to me
I check with the goods inward record dated back to August 2011. At no point did we ever receive a pump from you.
Are you sure you have send the pump back for refurbishment? I need to know this for sure.
Richard
Mark Butterworth <markeyturbo@googlemail.com>
1:43 PM (10 hours ago)
to info
I've got my pump here, I sent it off and got it back shortly after, I think it was tested and returned, all I was after is possibly some info, can you supply a 'core' as the o rings in my pump seem to be brittle and stopping it from making pressure, or please can I have a price to rebuild mine, and can you supply a whole pump if not and at what cost?
Thank you :-)
Mark
Sent from my iPhone
Info
1:57 PM (10 hours ago)
to me
We don't have any spares left. Sorry. There are no replacement pump for this. We have been using USA sourced pump since 2006. The production of the 806-052 was also stopped that year.
Regards
Richard
Mark Butterworth <markeyturbo@googlemail.com>
11:28 PM (1 hour ago)
to richard
I take it the whole kit is pretty obsolete now then? Ok thanks for your time and sorry for the earlier confusion
Sent from my iPhone
to me
Mark,
It becomes a burden for us to service old parts as problem is very installation dependent and how the well the system was looked after and how often was the system being run dry and worn out the pump piston seal. I can spend easily spend several weeks with you on this and ignore support new system still under warranty.
I don't know why you started out the first email mentioning you sent the pump back for refurb and could not recollect how much you have paid. Later on you have changed from refurb to testing. I suspect you were trying to give the impression of we are somehow responsible to put thing right. You then went on to imply us the problem was caused by a brittle o-ring we used on the pump.
We have no record of receiving a pump from yourself during the period of August 2011 to today.
Why do you have a approach us in this manner? It is totally unnecessary. I consider this matter is now closed.
Richard
Mark Butterworth <markeyturbo@googlemail.com>
12:10 AM (23 minutes ago)
to richard
If you care to read from the first email I only said that you had had my pump in the past, then asked for costing, I was in no way implying that you had done anything to it, I think you will find its just a big misunderstanding on your part, I also didn't blame you for a brittle o-ring, it was merely a suggestion as to why it wouldn't pump properly, I was hoping you would be able to supply me some parts so I could get my system working again, that was all.
Thanks for the great customer service, ill get an AEM kit now as I'm sure they wouldn't speak to paying customers like I have been by ERL
Thanks for your time
Sent from my iPhone
Richard Lamb
12:15 AM (18 minutes ago)
to me
I agree, enjoy your AEM system.
Richard
Mark Butterworth <markeyturbo@googlemail.com>
12:20 AM (13 minutes ago)
to richard
Amazing service. Do you mind if I share these emails on my forum so others can see how customers are treated?
Sent from my iPhone
Richard Lamb
12:24 AM (10 minutes ago)
to me
I would be surprised if you would post the entire conversation so readers can read and respond accordingly.
Send me a link to your forum if you don't mind.
Richard
i'm pretty stunned and amazed by the customer service, or lack of that they display, am i being pre-menstrual, or speaking in another language, can anyone else see what i was trying to say?