His contract is with Pure Freedom, not Spring.
It's nice that the fella from Spring is responding, but it is actually nothing to do with him.
If he sends it to Spring for repair, that will probably invalidate any warranty. It's up to Pure Freedom to deal with their own suppliers.
I'm not sure why that would be the case. P/F aren't providing the warranty, Spring are.
Pure Freedom should by rights ask for the controller back and then they should send it back to the supplier for evaluation.
By dealing directly with Spring the O/P is sorting the problem out much quicker. (Purefreedom should have stated that process from the very beginning.)
The O/P can't expect PF or Spring for that matter to just replace the controller FOC because he says it has failed. If, for example, the O/P reversed polarity when connecting the battery up, then that failure is an operator error and not due to faulty components and/or labour during manufacture.
The supplier is in his rights to want to confirm what the fault was actually caused from. If the failure was caused by operator error then this wouldn't be classed as a warranty repair and the customer would be responsible for the repair cost.
Ian Sheppard recently confirmed that the major cause of controller failure was due to operator error; reversed polarity being the main one.
Personally, if I had to take my leisure battery out of the van every couple of days to charge it, I would buy a new V16 controller. I would have gone though numerous controllers as I would have connected the battery incorrectly quite often.
This is why I have everything permanent fitted and take the charger out to the van and plug it in - but I'm fortunate as my van is parked on the driveway.