Back to Abnormally Delighted!

Electrifountain!

Below are the text portions of an email exchange between myself and a customer service representative for Geo Global Partners of West Palm Beach Florida. They are the parent company for the Total Pond line of waterfall pumps. The pump did move water very well but can't hold it's electrons as discovered by my nephew while attempting to fish the plastic graduation ducks from my son's graduation barbecue out of the fountain.

I did remove the survey link from the emails (don't worry, it got filled out) and their address, phone number and such as well as picking fonts and colors for display on this small page of shame but the text itself is all Tracy's and mine.

Electrifountain!

Customer Care,

 

I request a warranty replacement of my LL3600.  It pumps water marvelously but also electrifies the pond.

 

Thank you,

 

Jason

 

Good afternoon Jason,


Thank you for reaching out to us. Has the pump been modified at all? Are you using an extension cord? Please respond back with your product date code and/or a copy of your purchase receipt.

 

If you need any further assistance with our products, or have any questions, we would be happy to assist you. Please do not hesitate to contact us! We’re here from MON-FRI, 8:00am to 6:00pm EST. Have an excellent day today!

 

Your feedback is very important to us. We would like to continue to provide the best customer service possible! Would you mind completing a brief survey to tell us of your experience? As a reward you will receive 20% off of your next qualified purchase with us.     

 

Tracy    

 

 

Tracy,

 

No extension cords are being used.  The pump was wired directly to a timer control box identical to the pump it replaced.  The existing straight blade plug was removed to pull the wire through the fountain conduit and land wires in the timer control box for the fountain.  Please see attached proof of purchase.

 

Jason

 

Good morning Jason,


Thank you for reaching out to us. It’s possible that the timer control box is causing this issue; we test all of our pumps to work in a natural environment without any additional features. Please remove the timer control box and test the pump without it. If it still electrocutes you and you have NOT cut the cord or modified the product in any way, then I will ask you to send it in to you (as it is under warranty). Our head technician will test it to determine what the issue is.

 

If you need any further assistance with our products, or have any questions, we would be happy to assist you. Please do not hesitate to contact us! We’re here from MON-FRI, 8:00am to 6:00pm EST. Have an excellent day today!

 

Your feedback is very important to us. We would like to continue to provide the best customer service possible! Would you mind completing a brief survey to tell us of your experience? As a reward you will receive 20% off of your next qualified purchase with us.     

 

Tracy    

 

Tracy,

 

I HAVE cut the cord as I was unable to feed it with the plug intact through the half inch conduit provided me by the builder of the fountain and in order to wire it to the Intermatic timer terminals I kind of needed the wires.  To rule out any potential wiring miscues I placed a new plug (black wire to brass, white to silver and green to ground) and rather than continue to use myself (or my nephew who originally discovered the issue) as human voltmeters I plugged it into a conveniently available GFCI receptacle which it promptly tripped.  Had I had the presence of mind to try that before installing it I could simply have sent it back to The Home Depot it came from.

 

I suspect that where I wrote “cut the cord” you have read “voided the warranty” and am prepared to quietly accept the ~$200.00 lesson in branding and warranty management provided your head technician, any member of your quality control team or frankly the company mascot can provide any credible (mis)wiring scenario that would result in water going where it is supposed to and electrons where they are not without more of a defect present than hardwiring the motor to the timer built for that purpose.   As a former Submarine Nuclear Electrician’s Mate I’ll understand graphs, charts, power points or even crudely drawn stick figures behaving inappropriately as long as they convey how the electrons got into the people tank.

 

(Technical notes: the green wire was landed on the ground terminal of the timer box and verified at less than 5 ohms back to the ground bar in the main electrical box.  The black wire was landed on the switch contact terminal with the hot on the other side of the switch or so I assume since the Fluke VoltAlert chirped quite alarmingly when placed near the incoming black wire and only blinked reassuringly when near the white one.)

 

Sincerely,

 

Jason

 

Good morning Jason,

 

Thank you for reaching out to us. If you’d like to purchase a new unit, you can buy one directly through us with a 20% discount. The original cost is $189.00 plus shipping. Hope this helps.

 

If you need any further assistance with our products, or have any questions, we would be happy to assist you. Please do not hesitate to contact us! We’re here from MON-FRI, 8:00am to 6:00pm EST. Have an excellent day today!

 

Your feedback is very important to us. We would like to continue to provide the best customer service possible! Would you mind completing a brief survey to tell us of your experience? As a reward you will receive 20% off of your next qualified purchase with us.     

 

Tracy    

 

Good morning Tracy,

 

If you have read and comprehended what I’ve written you know that offering a discounted replacement for a pump I can’t use without voiding the warranty is anti-helpful at best.  Do you have a solution with a wiring pigtail instead of a pre-installed plug?

 

Please don’t dodge the technical question of how it could be wired such that it would work and electrify the water.  This is your companies opportunity to prove or at least suggest how an error on my part for the wiring could be the cause rather than a defect in your product before I take your survey and provide my reviews for my experience with your product.

 

Sincerely,

 

Jason

 

Good afternoon Jason,


Thank you for reaching out to us. Our technicians test our units and our engineers design our units with a pre-installed cord so that you don’t have to remove it. All of our pumps are tested in an environment with the cord to determine any safety issues. If you were electrocuted by our product without the cord being cut then it would be a defect on our product’s end; but because you modified the product it is entirely of your own accord.

 

Our warranty states this because if you cut the cord, then you are taking the unit into your own hands and are solely responsible for anything else that happens. If you want to modify our products and not risk this issue happening again, then I recommend speaking to an electrician to further assist you. I am more than happy to offer the discount in the event that you would like to purchase our units in the future; but if you are not, then that is perfectly reasonable.

 

If you need any further assistance with our products, or have any questions, we would be happy to assist you. Please do not hesitate to contact us! We’re here from MON-FRI, 8:00am to 6:00pm EST. Have an excellent day today!

 

Tracy    

 

Good evening Tracy,

 

I see you have removed the survey link from your last response.  That’s okay I’ll use one of the others.

 

Modifying the product and loss of warranty, totally on me.  No argument there, you don’t even owe me the nicely offered discount.

 

You may have missed it, I was an electrician for 20 years.  The risk is not in my wiring abilities, that’s not the end of the device that leaked electrons into the water.

 

The average Mormon snowball in the Catholic proverbial hell has a better chance of survival than the idea of purchasing another of your products.

 

Have an excellent day and let’s check those reviews and Net Promoter Score sheets shall we!

The company has not responded further by email and I don't expect much from the survey results. I don't want more from them than to stop attempting to feed me baloney about the quality of their prodcut product. -1 spelling with credit going to my wife for the catch.