Many thanks for taking your time to put feedback on our Feefo Service Ratings. With regards to your comments about the 5P2R Seal Assembly, We only show 1 type of Seal Assembly on our site, a post 2009, this was indeed the one that was supplied as per your order. Once you arrange for the part to arrive to its destination of Ghana, your installer fitted the part and you found that the part didn’t resolve your problem of leaking. After our discussion over the phone, with myself mentioning a lot of spares and seals I mentioned how old is the pump. It was soon apparent that the seal assembly that you ordered was in fact the wrong type. 5P2R have a POST 2009 & also a PRE 2009. You also confirmed that it was different looking on inspection, so I confirmed that you would need the PRE 2009. The PRE 2009 we do not advertise due to it now being for a pump over 6 years old, and most people find changing a part of a pump of this age causes more problems to become apparent with corrosion being the main. I mentioned that I can get one for you, but you just need to re-order online and state on the delivery instructions that you need a PRE 2009. At the time of our conversation you was perfectly happy with the outcome. Unfortunately I couldn’t let you return the item because the spare part had been used and was now non-returnable as there isn’t anything wrong with the part in question. After our conversation you contacted us again to ask where do I find the PRE 2009, in which my colleague responded to write in on the delivery notes as its not online, along with that as soon as we receive the order I will personally make sure we arrange a PRE 2009 seal assembly to be sent to you.
To ensure all our customer’s now see that they will be receiving a POST 2009 Seal Assembly a small amendment on our website has been made.
Once again many thanks for your time in responding on our Feefo Service Rating.
Karl
