Renovated our kitchen in 2011 and were interested in installing a reverse osmosis water filter. Living in a regional town with no access to a local supplier meant searching for a supplier in a larger centre (Toowoomba, Brisbane). However, during our research we came across PSI Water Filters. The information and support provided by PSI far out wayed any other company we had contacted. With clear installation instructions and phone support, installation was easy. Replacement filters arrive a day or two after ordering. All and all, a great company to deal with if looking for water filters.
• • •
Great service and backup
Truly terrible warranty repair response
The companies involved in selling this product in Australia are fine to deal with…..unless something goes wrong, as, alas, it did with the unit I purchased. (But see my postscript in the last paragraph). The filter arrived promptly from PSI Filters, installed easily, and worked well for a few months, until the tap that diverts the water to the filter or the main tap broke. Although the tap could be moved, a little water still came from the filter when switched ‘off’, a problem when you’re filling the sink with hot water. Its then that communication with them became surreal.
Both PSI Filters and The Water Shop in Sydney seem to have invented the customer relations process focused on losing customers and alienating business. Here’s how their system works: Tell the customer that it was their fault that the unit malfunctioned. Answer phone calls, but don’t respond to emails unless they’re followed up with a registered letter two months later because there was no response to the email. At no point express any regret for the malfunction or say sorry. Tell the customer that you are going to charge them for returning the repaired unit, because the customer had sent the entire unit in for repair rather than just the malfunctioned part. Advise that you will repair the part this time, but if the tap malfunctions again then it’s your fault and you will have to pay. These companies would be a great case study for ‘what not to do’ to manage customer satisfaction.
I was gobsmacked at the surreal quality of customer dis-service displayed by both the companies involved. Naturally, I won’t be dealing with either of them again, and I don’t suggest you do either – unless you want to purchase a low quality water filter without reasonable access to warranty repairs – or you want to experience some surreal customer dis-service.
Postscript: Several days after writing this review my filter returned in the post, with a new tap fitting, and an extra tap as well. No bill for the postage, no note. I appreciate the return of the repaired filter unit (or, more specifically, I appreciate them returning the filter unit without charging me for the return.) They included an spare tap fitting as well. Curious. Wonder why that happened?
Fast delivery on purchase, easy to install
Awful customer 'service'
Great Water Filter
My wife is pregnant and I was informed about water quality and its correlation to birth defects and miscarriages; after some reading I definitely wanted to invest in a water filter. Originally, I wanted to get a reverse osmosis system but, due to the fact I rent and would be moving house a couple of times in as many months, I thought it would be better to just get this on-the-counter water filter as it has a small footprint and is very easy to install. When I first tried the water out of it I hated it; I could clearly taste the carbon in the water. But my wife tried it and said it was fine. I refrigerated the water and found it was easier for me to drink and after a couple of days I could no longer taste the carbon. So either the filter had settled or I had adjusted. Last week we moved into an old house and the water tastes bad when compared to its filtered state; as you can imagine, I'm very happy I bought this filter. In regards to me rating it as 'excellent', I would like to note that it's excellent in its class of filter and also excellent in its service. I bought it from the PSI website (they're located in Tasmania) and their price was fantastic and their shipping only took a couple of working days. Note: if you buy extra filters for this system at the time of purchase, PSI give you a discount on said filters.
Quick delivery, easy install, water quality
Some adjustment time for water quality
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