FreshwaterSystemsReviews 3,922

I had replaced the filter 4 years ago and had forgotten the steps. I couldn't find them in the small write-up I had received from Purewater Systems or your website (I forgot to check Purewater website). When I called your technical help line two technicians could not give me clear directions. Ultimately I figured out that the sleeve in which the tubes go has to be pressed down to release the pipes. I don't understand why the technicians could not tell me this simple step. One of them kept on saying you use your fingers to do this but did not say what I do with the finger!

I recently placed an order for 20" filters and 2 uv lamps. I live overseas so any errors can make follow-ups complicated. What I mean is, I live in Panama and have to present invoices for shipping whenever I place orders. A freight forwarder is typically involved and he receives the invoices and duty and tax is paid on the invoices that he presents to the Customs Dept. In this case the filters arrived but the UV lamps did not but I paid duty and shipping based on the value on the invoice.
I contacted FW Systems and they admitted to the screw-up and will ship the UV lamps to me. I have an invoice from FW with zero value on it. Will this fly with the Customs dept. I do not know at this point but I am stuck with shipping a second time. Recall I do not know I am missing items until the freight forwarder and customs have been paid and I actually have the shipment in hand.
You might suggest, the solution is simple, contact Customs and the freight forwarder and ask for a discount. You all know what it is like dealing with Govt then asking the freight forwarder to give an appropriate discount on items not shipped. It can become time wasting and challenging and cause a lot of brain damage.
This means that I will have to pay customs a second time for the UV lamps and most certainly will be paying shipping costs a second time, plus a lot of wasted time in tracking the re-order.
This is not the first time that this has happened. In 2013 I ordered a Pura UVB3 system from FW and it arrived with a broken "quartz tube" resulting from poor packaging mandating a re-order of the tube. FW was good in replacing the tube. Later I placed an order for filters and that order arrived incomplete. Again FW made good on it.
If this were a domestic order, incomplete orders, would be much less hassle. It seems that when I place 3 orders at different points in time, and each one has problems, that FW Systems would attempt to find out what is wrong with your shipping dept. Screwed up orders creates inefficiencies and lost customers for FW Systems and problems for the clients.

I ordered a water filter and although we are in the same city, it took a week for the filter to be delivered. When the filter arrived it was defective and it took two separate calls and several emails to resolve the issue. At first, they want me to file a warranty claim with the manufacture rather than just replace the filter. This is wrong on several levels but primarily because the manufacture does not deal directly with the ultimate consumer. Finally, I talked with a representative who simply refunded me my money (shipping excluded). I considered myself lucky and took this offer even though they should have refunded me the shipping as well.