[JJay]

Hi. I just would like to ask about your experience doing business with Pure Freedom / Adepta. I've bought few product from them but their helpline or email communications is far from professional I would say. There's no aftersale help or willing to solve issue with their products. I've been treated as problem which never happens to me before. Does anyone ever bought from them?
I'm not trying to spread bad word just trying to figure out  what's going on..

[Slash]

I've bought systems from them in the past,they are only a phone call away,always very helpfull.

[Splash & dash]

I have had nothing but problems with them every time apart from once ,I will not buy from them any more they don’t have any quality control measures in place , I ended up speaking to there  MD at least he had the decency to accept that they had made numerous boobs and after threatening legal action I got a full refund   Deal with them at your peril !!!!!!!!

[Suffolkcleaners]

Not what I want to hear when I’ve got a 3 grand system booked in soon. Others I’ve read on here have said how good they are....  let’s hope my experience seconds that.

[JJay]

For past 2 days I've been trying to contact them and solve the issue. Today they told me to leave a message around 1pm. I've not hear anything since then.  I've spent only 220£ but it is 220£.

[britishwill]

They had a rocky patch about 8 years ago but they have always been brilliant for my new systems

[Haz]

Pure freedom is terrible,,, the customer service is horrible and they get worse and worse as the years tick by... they used to be good years ago.. but them 2 girls in the office are very rude and not professional at all... plus the owner of the business does not care about his customers being happy aslong as the money is in his pocket.

The only good thing about Purefreedom is that they have the best hose reels on the window cleaning market.

[NBwcs]

Post Andrew McCan, i've always found them very helpful, Andrew was great to talk to but a nightmare to deal with.

[Ian Sheppard]

For past 2 days I've been trying to contact them and solve the issue. Today they told me to leave a message around 1pm. I've not hear anything since then.  I've spent only 220£ but it is 220£.

Paul form PF spoke with me regard your controller issue last Thursday 13th and I requested a little more information. As I understand the controller display is flashing. Spring manufacture the controller.

Could you let me have the controller serial number please and how old it is.

Spring use a return to base warranty process that is very common in the electronics industry. The main reason being that we have all the equipment require to carry out testing  in the workshops and in some cases return a control to us directly  can save some time.

2020 has been a very strange year. 

[JJay]

He replied to my email on Friday night. I've paid it exactly on the 12th August 2019 and received around 16th and the problem arise on the 12th this months as I've been phoning pure freedom on that day around 1pm.
The serial number is 47305.

[JJay]

For past 2 days I've been trying to contact them and solve the issue. Today they told me to leave a message around 1pm. I've not hear anything since then.  I've spent only 220£ but it is 220£.

Spring use a return to base warranty process that is very common in the electronics industry. The main reason being that we have all the equipment require to carry out testing  in the workshops and in some cases return a control to us directly  can save some time.

2020 has been a very strange year.

I get but I've bought from PF and if I have to send it back , I need some replacement to carry on with work. 
Whatever you buying the company you bought it from have warranty responsibility, not somone else I assume.  Like I bought power tool from screwfix and was faulty. I'm giving it back and screwfix is dealing with manufacturer, not me. I'm having a perfectly working product minutes after return faulty.

[Ian Sheppard]

Hi Jay

Thank you for confirming the serial number and the controller is just under a  year old. I am guessing that it has been working as expected up to the 12th  when the display began to flash. There are a number of possibilities that could  cause of the issue. The controller has a two year manufacturers return to base warranty.

http://springltd.co/warranty

The reason for return to base is we do have all the kit required to rest and repair the controller. If you would like to send it back to us directly we will look at the controller as soon as we can. 

A suggestion would be to purchase a second controller while the original one is back with us and following repair it can be returned to you as a spare.

I will also contact PF and discuss this with them and see what other options there are.

To return the controller direct please post to Spring (Europe) Ltd Unit 9 April Court, Sybron Way Crowborough TN6 3DZ

[JJay]

Hi Ian.
Thanks for quick reply. I understand return to base warranty but I bought product from PF. Not directly from Spring. Got PF logo, PF labels and tags and PF phone number which leads to PF guarantee I assume. PF should be the party who has to contact Spring.
I'm sorry that my tone sounds a bit mean but I never had situation like this before. When will be fixed and back to me I'm going to have 1 extra which I don't need. If I want a spare I would have it long time ago. Sounds be moaning but  correct me if I'm wrong? I think need to ask somone from Trading Standards for opinion.

[Ian Sheppard]

For past 2 days I've been trying to contact them and solve the issue. Today they told me to leave a message around 1pm. I've not hear anything since then.  I've spent only 220£ but it is 220£.

Spring use a return to base warranty process that is very common in the electronics industry. The main reason being that we have all the equipment require to carry out testing  in the workshops and in some cases return a control to us directly  can save some time.

2020 has been a very strange year.

I get but I've bought from PF and if I have to send it back , I need some replacement to carry on with work. 
Whatever you buying the company you bought it from have warranty responsibility, not somone else I assume.  Like I bought power tool from screwfix and was faulty. I'm giving it back and screwfix is dealing with manufacturer, not me. I'm having a perfectly working product minutes after return faulty.

I am quite happy to work with you here. The controller has been used for almost a year and has worked flawlessly until recently and with the best will in the world we have no way of knowing why it is suddenly after 12 months of use starting to  display an issue.

The controller has a 2 year warranty and if on its return to us the fault is due to a manufacture fault it will be repaired under the warranty and returned to you.

[Ched]

Hi Ian.
Thanks for quick reply. I understand return to base warranty but I bought product from PF. Not directly from Spring. Got PF logo, PF labels and tags and PF phone number which leads to PF guarantee I assume. PF should be the party who has to contact Spring.
I'm sorry that my tone sounds a bit mean but I never had situation like this before. When will be fixed and back to me I'm going to have 1 extra which I don't need. If I want a spare I would have it long time ago. Sounds be moaning but  correct me if I'm wrong? I think need to ask somone from Trading Standards for opinion.

While product issues under warranty are annoying  if you send it to PF they then send it to the manufacturers so doubling the postage time if you are lucky.  You can talk to trading standards but remember the additional 12 months warranty is in addition to your rights. Plus you are using the product commercially and you are a business so our consumer rights will be different!!!!

Bottom line is you have the manufacturer willing to help, so you will get a faster fix. Personally I would be very grateful the manufacturer is offering help when the seller seems not particularly helpful.

[Simon Trapani]

And get yourself some spares. Mop & bucket days are gone.

[JJay]

I don't have any issue with manufacturer. I'm actually happy with Spring response and their will to help. Under EU agreement which is still valid all manufacturers are required to 24months warranty for the most of products apart from batteries etc.

Plus you are using the product commercially and you are a business so our consumer rights will be different!!!!

not enough exclamation marks 

Show me consumer act where buying product with "trade related"  for bussines use you have different consumer rights.
Than specific trade related purpose.  You are missing the point I think. 

[JJay]

And get yourself some spares. Mop & bucket days are gone.

I've got spare controler like many spare things in garage..

[Ian Sheppard]

I don't have any issue with manufacturer. I'm actually happy with Spring response and their will to help. Under EU agreement which is still valid all manufacturers are required to 24months warranty for the most of products apart from batteries etc.

Plus you are using the product commercially and you are a business so our consumer rights will be different!!!!

not enough exclamation marks 

Show me consumer act where buying product with "trade related"  for bussines use you have different consumer rights.
Than specific trade related purpose.  You are missing the point I think.

Please see the link below  from the consumer group (Which) web site. This also covers  goods that are more than 6 months old and the rights of both the consumer and manufacturer

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

We are more than happy to inspect your controller under the 2 year warranty and if its faulty due to a manufacture fault it will be repaired/replaced.

[Ched]

I don't have any issue with manufacturer. I'm actually happy with Spring response and their will to help. Under EU agreement which is still valid all manufacturers are required to 24months warranty for the most of products apart from batteries etc.

Plus you are using the product commercially and you are a business so our consumer rights will be different!!!!

not enough exclamation marks 

Show me consumer act where buying product with "trade related"  for bussines use you have different consumer rights.
Than specific trade related purpose.  You are missing the point I think.

Just a quick Google on Business to Business sales : https://www.devonsomersettradingstandards.gov.uk/business/consumer-rights/business-to-business-contracts/
The terms can be different.
Reason I know is I was running holiday apartments and an electric shower failed. Supplying company said it had been used by a business so not covered under same guarantee! Spoke to local trading Standards and they confirmed that Business 2 Business could have different terms.
Exclamation marks were intended to highlight something people may not realise. 

The point I was making was that the manufacturer are going out of their way to help, which is very commendable.
It is good to know your experience with PF as I for one will steer clear and I certainly know who my next pump controller is made by 

Hope you get it sorted soon.