[nathankaye]

As we know from threads about good old Lee, people dont often post good reviews because quality n good service should be the norm. Its how a company reacts when its not going smoothly that counts.
So its a update on ny split hose, not that you really care (lol im posting it anyways).
Pure freedom chaps have comfirmed its a nanufacturing fault as iv been saying for some time, nothing to di with snags or sharo bricks or tuging n pulling etc etc, as some have offered up. So i cancelled my previous post as i thought they were on brink of sorting it all out for me..........well i was wrong!! I would expect them to send a replacement and then sort it out with manufacturer themselves being a big organisation. But No, far from it. They want to take it up with manufacturer and sort it that way, that was over 3 wks ago. Whenever i phone they promise a phone back, thats been from last wk dispite me phoning back myself, thursday, monday, yesterday and today.
Over all opinion, yes some of their products are good and cost effective but your screwed if it goes wrong down to a fault which isnt yours.
Yet this is good news for gardiner, as 3 fellow windies (good friends)  have been adking me about going from trad to wfp. Ive borrowed them my trolley (backpack) from gardiner to practice with on their own houses n recommended they go with gardiner for products and customer services.   I shall recommend to all i kno to avoid purefreedom (not our responsibilty/cant be arsed to phone back customer service skill) n go gardiner

[Rob clarke]

As we know from threads about good old Lee, people dont often post good reviews because quality n good service should be the norm. Its how a company reacts when its not going smoothly that counts.
So its a update on ny split hose, not that you really care (lol im posting it anyways).
Pure freedom chaps have comfirmed its a nanufacturing fault as iv been saying for some time, nothing to di with snags or sharo bricks or tuging n pulling etc etc, as some have offered up. So i cancelled my previous post as i thought they were on brink of sorting it all out for me..........well i was wrong!! I would expect them to send a replacement and then sort it out with manufacturer themselves being a big organisation. But No, far from it. They want to take it up with manufacturer and sort it that way, that was over 3 wks ago. Whenever i phone they promise a phone back, thats been from last wk dispite me phoning back myself, thursday, monday, yesterday and today.
Over all opinion, yes some of their products are good and cost effective but your screwed if it goes wrong down to a fault which isnt yours.
Yet this is good news for gardiner, as 3 fellow windies (good friends)  have been adking me about going from trad to wfp. Ive borrowed them my trolley (backpack) from gardiner to practice with on their own houses n recommended they go with gardiner for products and customer services.   I shall recommend to all i kno to avoid purefreedom (not our responsibilty/cant be arsed to phone back customer service skill) n go gardiner

I never buy anywhere else, Gardiner's for wfp, wcw for trad 

[p1w1]

As we know from threads about good old Lee, people dont often post good reviews because quality n good service should be the norm. Its how a company reacts when its not going smoothly that counts.
So its a update on ny split hose, not that you really care (lol im posting it anyways).
Pure freedom chaps have comfirmed its a nanufacturing fault as iv been saying for some time, nothing to di with snags or sharo bricks or tuging n pulling etc etc, as some have offered up. So i cancelled my previous post as i thought they were on brink of sorting it all out for me..........well i was wrong!! I would expect them to send a replacement and then sort it out with manufacturer themselves being a big organisation. But No, far from it. They want to take it up with manufacturer and sort it that way, that was over 3 wks ago. Whenever i phone they promise a phone back, thats been from last wk dispite me phoning back myself, thursday, monday, yesterday and today.
Over all opinion, yes some of their products are good and cost effective but your screwed if it goes wrong down to a fault which isnt yours.
Yet this is good news for gardiner, as 3 fellow windies (good friends)  have been adking me about going from trad to wfp. Ive borrowed them my trolley (backpack) from gardiner to practice with on their own houses n recommended they go with gardiner for products and customer services.   I shall recommend to all i kno to avoid purefreedom (not our responsibilty/cant be arsed to phone back customer service skill) n go gardiner

you could always take it up with the financial ombudsman  doesn't cost anything. Especially as it was still in warranty.  Personally i would just chuck it and buy from somewhere else in future.

[jk999]

Pure freedom isn't as big as you think, I have been to the premises a,couple of times and was expecting a massive warehouse but no and as far as I'm aware only have about three staff in office manning the phones

[nathankaye]

I finally got a call back from purefreedom today. The manufacturer wants a piece of the hose that i have to send them now. Its a right carry on for some hose.  So im gonna go trouble of unwinding all hose now as ive swapped ends around, cut a couple of meters of to send them, then order me some replacement hose from gardiner and at some point within yr i may recieve my hose from purefreedom to keep as a spare.  Unless by some miracle they get it sorted quickly........n pigs might fly

[Dave Willis]

sounds like trouble in the pipeline. 

[alanwilson]

Regardless of the companies size, they have a duty to stand over warranties. Why can't they just send the OP a replacement hose along with a short apology for the defective goods?

[david mark]

I bought  2 off there hose reels the ones they make in house around 3 years ago  they siezed up on me after 3 weeks called them to get refund or replacement sent them back they sent me new reels out they siezed up ask for my money back got no refund
never buy everything from them again.

[Spruce]

I saw the initial thread with photos and Alex Gardiner's reply.

I have wondered what the verdict would eventually be.

PureFreedom should have sorted the issue out one way or the other long before this. It doesn't reflect well on their commitment to quality after sales service.

Unfortunately for PF, they have Alex as a competitor. If there is anything genuinely wrong then Alex sorts it out straight away.
What we as users don't know is what goes on behind the scenes as far as warranty is concerned.

For example. A customer brings in a car to the main dealer with a fault. The mechanic puts the car onto the computer and diagnoses the fault as a faulty sensor. He replaces the sensor, car works fine, so the workshop claims the faulty part and labour from the manufacturer.
The manufacturer requests the failed component back for testing and rejects the claim because the sensor isn't faulty. So the workshop has lost the claim for the part and labour. (In many instances the fault with the sensor was a bad earth which would have been identified by the mechanic had known how to test the sensor or even had the equipment to do so.)

So next time an electronic fault is diagnosed you can understand why the garage would be reluctant to replace the part in case their claim was rejected again. In this case the ideal situation for the garage would be to remove the sensor, return it to the manufacturer for testing and receive an assurance that the warranty claim is justified. Obviously this isn't acceptable for the customer.
 
There was a issue with a pump purchased from Gardiners played out on the forums recently. A 'newbie' purchased a pump that he felt was faulty and wanted it replaced. I don't know the detail of the correspondence between Alex and the customer but the customer eventually found out that it was his battery to blame for the 'noise' in the pump.

So how does Alex detail with a customer who believes he has received a faulty item but which isn't faulty?  Does he replace a part just because the customer says its faulty?

-
 

 

[SeanK]

I saw the initial thread with photos and Alex Gardiner's reply.

I have wondered what the verdict would eventually be.

PureFreedom should have sorted the issue out one way or the other long before this. It doesn't reflect well on their commitment to quality after sales service.

Unfortunately for PF, they have Alex as a competitor. If there is anything genuinely wrong then Alex sorts it out straight away.
What we as users don't know is what goes on behind the scenes as far as warranty is concerned.

For example. A customer brings in a car to the main dealer with a fault. The mechanic puts the car onto the computer and diagnoses the fault as a faulty sensor. He replaces the sensor, car works fine, so the workshop claims the faulty part and labour from the manufacturer.
The manufacturer requests the failed component back for testing and rejects the claim because the sensor isn't faulty. So the workshop has lost the claim for the part and labour. (In many instances the fault with the sensor was a bad earth which would have been identified by the mechanic had known how to test the sensor or even had the equipment to do so.)

So next time an electronic fault is diagnosed you can understand why the garage would be reluctant to replace the part in case their claim was rejected again. In this case the ideal situation for the garage would be to remove the sensor, return it to the manufacturer for testing and receive an assurance that the warranty claim is justified. Obviously this isn't acceptable for the customer.
 
There was a issue with a pump purchased from Gardiners played out on the forums recently. A 'newbie' purchased a pump that he felt was faulty and wanted it replaced. I don't know the detail of the correspondence between Alex and the customer but the customer eventually found out that it was his battery to blame for the 'noise' in the pump.

So how does Alex detail with a customer who believes he has received a faulty item but which isn't faulty?  Does he replace a part just because the customer says its faulty?

-

That's an excellent reply Spruce, and the answer is yes he does replace the part after the pump has been returned to him,
either by testing the part and sending it back to the buyer or by replacing it, as quick as possible.
Now it might not be fair on the seller but that's a price you have to pay for selling online, after all if he ran a local shop and all his customers where local then it would just be a matter of calling back and sorting it out between you.
You cant have a country or world wide customer base without having to take some of the pitfalls, put it this way even if you are
left with the odd used pump in full working order your not going to lose much if you sell it as used on places like ebay infect you
will probably still make on it, Argos do this all the time.
You have to keep your reputation good in these modern times and if that costs a few quid then its a price that needs paying.

[nathankaye]

I saw the initial thread with photos and Alex Gardiner's reply.

I have wondered what the verdict would eventually be.

PureFreedom should have sorted the issue out one way or the other long before this. It doesn't reflect well on their commitment to quality after sales service.

Unfortunately for PF, they have Alex as a competitor. If there is anything genuinely wrong then Alex sorts it out straight away.
What we as users don't know is what goes on behind the scenes as far as warranty is concerned.

For example. A customer brings in a car to the main dealer with a fault. The mechanic puts the car onto the computer and diagnoses the fault as a faulty sensor. He replaces the sensor, car works fine, so the workshop claims the faulty part and labour from the manufacturer.
The manufacturer requests the failed component back for testing and rejects the claim because the sensor isn't faulty. So the workshop has lost the claim for the part and labour. (In many instances the fault with the sensor was a bad earth which would have been identified by the mechanic had known how to test the sensor or even had the equipment to do so.)

So next time an electronic fault is diagnosed you can understand why the garage would be reluctant to replace the part in case their claim was rejected again. In this case the ideal situation for the garage would be to remove the sensor, return it to the manufacturer for testing and receive an assurance that the warranty claim is justified. Obviously this isn't acceptable for the customer.
 
There was a issue with a pump purchased from Gardiners played out on the forums recently. A 'newbie' purchased a pump that he felt was faulty and wanted it replaced. I don't know the detail of the correspondence between Alex and the customer but the customer eventually found out that it was his battery to blame for the 'noise' in the pump.

So how does Alex detail with a customer who believes he has received a faulty item but which isn't faulty?  Does he replace a part just because the customer says its faulty?

-

I understand your reasoning on this. As far as im aware its a manufacturing fault. As far as the correspondance with pure freedom is concerned, its a manufacturing fault. So yes sadly i have to send a part of the hose in. Thankfully the glue ive used is holding the outer layer together and still protecting the inner hose. Ive also switched the ends around, hopefully buying me time for dispute to reach its climax. The opposite end is also being sent in, as from that end and following the split you can see a colour difference and a weakness in the hose following a faint line.

I also understand from each time ive phoned, from the receptionist, quizing which split hose person is calling. That a whole stretch of hose has been affected and so this is one of many cases starting to come to light. I hope for pure freedom that this gets settled and settled fast.

Or another way of looking at it; how many of us have lost a lot of profit due to bad customers not paying for cleans/jobs. When we have a moan at how much individual customers owe us, the general concensus is suck it up and move on, regardless if thats one of many bad payers you have that week or month or yr!
Now im not a bad cust and if this was my fault i would simply replace. But it isnt my fault and the company agrees. I have ordered a number of products/resin from them. However future purchases.....

[tlwcs]

Manufacturing fault or not, just buy some more hose!
I know it's a point of principle but glueing outer hose to protect the inner, make you seem skint.
Buy some new and take any credit from them if offered.
Sorry if I'm a bit harsh.
Tony

[easycleaner]

OK Nathan.
There is always two sides to every story. Have you taken it back to Pure Freedom for them to see. if not how do you know it's a manufacturing fault? From your other post you said it was nearly a year old, hose a year old and you expect a new one?
I have used Pure Freedom loads of times and they are a great company to do business with.  Some people on here just slag off suppliers for petty uneducated reasons, just saying. And some need to grow up.
Mart. (that should get the unreasonable load mouths going)

[Susan Dean (1stclean)]

yes lets see what they say as ive had to bin mine after only 3 months use ! for the same reason , ive a brand new one still in the wrapper bought at the same time

[Spruce]

Manufacturing fault or not, just buy some more hose!
I know it's a point of principle but glueing outer hose to protect the inner, make you seem skint.
Buy some new and take any credit from them if offered.
Sorry if I'm a bit harsh.
Tony

I'm inclined to agree with you although I wouldn't buy it from them. I wouldn't tell them either. I'm sure PF are hoping you will forget about it and they don't have the hassle any longer.

If you have been regularly phoning them and waiting whilst the receptionist puts you through, just think of the cost of calls and your time making them. You are also annoyed at the lack of PF's interest in sorting out the problem, so this will impact on your work rate for a bit as you won't be concentrating on the job at hand. I wouldn't be surprised if this has cost you more financially than just buying a new length of hose.

Its also cost you time removing a faulty sample and then sending this off. The next thing is that it didn't arrive at PF or the manufacturer. These days you can take a photo of it and email it to them. Why haven't they suggested that? They don't seem interested or they don't appear to care. (This is my understanding from your thread, but in all fairness we haven't heard their side of the story.)

My personal response is to buy elsewhere and not from that supplier again. I had an issue with a pair of Dunlop tyres I bought for my company car back in South Africa in 1983. The tyres were oval as they had a problem with the mould. Dunlop blamed everything else but not their tyres and refused any replacement.

So I replaced those with GoodYear Grandprix 2's and the car was perfect after that. Since then I have only ever purchased 2 Dunlops. Dunlop was the only SA manufacturer that made the tyre size available in South Africa for a Renault 5. (Michelin made them but due to Apartheid we couldn't buy that brand in SA).

Over the next 11 years I purchased 150 Goodyear tyres. I also got a brand new Ford Sierra which came fitted with Dunlops.  The Ford garage had to replace them with Goodyears as part of the deal.

Did it bother Dunlop? No. Did they even notice my self imposed sanctions on that manufacturer? No. But it gave me immense satisfaction every time I didn't buy a Dunlop tyre.  I loved watching the Dunlop tyre adverts on TV trying to get my custom back.  We have been in the UK for 22 years and I have never purchased a Dunlop tyre.

My son said to me the other day that he would continue my sanctions as he, as the next generation, will not buy a Dunlop tyre as an act of solidarity.

-

[Smurf]

Just invite pf to read and post a reply on here as I would like to hear what they have to say.
After all they are the sponsers of the window cleaning issue section on this forum.

[easycleaner]

HaHa.
What have tyre's  got to do with window cleaning. At no time has Pure Freedom said it is the customers fault! (unlike Dunlop according to...)
All I'm saying that there are two sides and only one is ever aired on here ' the hose is nearly a year old, it's been pulled out across paths around walls and it's showing damage! only one person surprised here!!!
Mart

[Spruce]

HaHa.
What have tyre's  got to do with window cleaning. At no time has Pure Freedom said it is the customers fault! (unlike Dunlop according to...)
All I'm saying that there are two sides and only one is ever aired on here ' the hose is nearly a year old, it's been pulled out across paths around walls and it's showing damage! only one person surprised here!!!
Mart

Agree, but they aren't resolving the problem one way or another either.

There is a photo of the hose on another post. As I said, I'm awaiting the outcome of this out of interest.

If what the op has said regarding the hose is 100% accurate then PF should have acted well before now.

[nathankaye]

https://youtu.be/JISoEUrerLU
https://youtu.be/aP8_hebL9uo

A quick vid showing split n length in hose that i took to send PF along with the photos i emailed.
Again PF agreed that this is not user damage. Yes its a lot of hassle and occupies the mind at times. Mostly due to being peeved that it hasnt been resolved, but at same time understand where manufacturer n PF are coming from.
Simply buy another one.....thats one option but at same time from my understanding, this is not the first issue being bought to PF attention. Obviously this hose is massed produced and cut from a massive production line, packaged and sent off. So is another bad patch to replaced the damaged one a possibility, likely! If so i want the issue identified and rectified just in case it is.
2nd, my understanding is that this is the best hose on market, being trippled layed. Gardiners is doubled, but doesnt seem as strong (my understanding from looking at web page) so in essence if i like it or not P/F will still get my custom (not that they wud suffer without it either!)

[the king]

ive ordered from pure freedom twice and i had stuff missing twice and they took ages to send it out i wont buy from them again