Read The Reviews. Ordered a replacement part that did not fit. I knew immediately upon opening that it was not the same unit I needed. I boxed up the unit and sent for return information. I was told of the extensive return policy. After returning the item I was told it had been used and could not be returned. I said it had never been used, and to return the item to me at their cost or I would assume they would resell it. They refused to send back to me at their cost. I will not be doing business with this company again.
Be careful - their return policy sucks!!!! They don't get back with you if there's a problem...after I called twice she tried telling me she didn't get my e-mails.
I need to purchase two more of these units for another project, and was hoping to get them from this company since they have competitive prices, but unfortunately will need to use another company.
The Polaris UV-6C arrived on Wednesday, and on Saturday morning I unpacked it to begin installation. When unpacking the quartz sleeve, I noticed a substantial chip in the edge of the sleeve. The packaging the unit arrived in was in good condition, and there were no glass bits rattling around in the tube the sleeve arrived in, so I can only surmise that the tube was packed in this broken condition. As time was a factor, I needed to get the unit installed sooner than later. As the chip didn't seem too severe, I decided to install the unit and called Fresh Water Systems Monday morning to request a back-up sleeve in case this damaged one failed in the future, due to an expanding crack or fissure.
Really disappointed with Fresh Water Systems' customer service.
Edit 6/7/2017: Shortly after I posted my review, I got thru to an actual person after calling when they first opened for the day. I was greeted by Meredith, who, over the next several weeks (more on that later), provided me fantastic customer service. The first day I talked to her was her first day on the job. She helped me navigate the process of not only getting the connection kit that didn't initially come with my unit but also a subsequent reservoir return (the reservoir leaked once it ran more than 5 hours at a time...a very odd problem). The communication was clear and concise and it was obvious that she wants to do a great job. I am now a 100% satisfied customer.
Because I installed the unit, they would not take responsibility for the broken sleeve, even though I photographed the damage immediately upon unpacking. I offered to remove the sleeve and repackage it, but that didn't matter to them. I had installed it, so they wouldn't help.
Two and a half hours, 3 hangups from this company, all (from what I can tell) due to their phone holding system...and a full voicemail box. Not promising. Have reached out via email. Hopeful that that is the reliable way to get a hold of them, because they didn't ship all of what I ordered!
Previous review:
Megan Lawter in Customer Service, is an asset to the image of Fresh Water Systems' Customer Service Department! Thank you Megan for the excellent response to my email correspondence, and your diligence in researching the handling of my warranty claim! Thank you to Freshwater Systems also. Employees like Megan Lawter are the life blood of all companies that promote and provide Customer Services for their customers.
Fresh Water Systems is a US Store based in Greenville, South Carolina. Fresh Water Systems is located at 2299 Ridge Rd, Greenville, SC 29607, USA.
Please contact with Fresh Water Systems using information above: Address, Phone number, Fax, Postal code, Website address, E-mail, Facebook. Find Fresh Water Systems opening hours and driving directions or map. Find real customer reviews and ratings or write your own review.
Find Store in Greenville