Hellopeter
Share Your Experience
TG
THAVESHAN G

1 reviews | Active since Jul 2022

08 Oct 2025, 23:25

JoJo Pump Still Faulty After “Repair” – Builders & JoJo Not Responding

I purchased a JoJo pump from Builders (Order #***), which is still under warranty. The pump developed a fault — the red “Failure” light keeps coming on, and it cuts out after a few seconds of use.

After reporting the issue, Builders arranged for JoJo’s team to assess it. JoJo took the pump for repairs, replaced the control unit, and returned it. Unfortunately, the pump came back performing even worse than before — it still fails, loses pressure, and must be manually reset every single time I want to use the tap.

To eliminate any plumbing concerns, I had my plumber inspect the entire system. He confirmed there are: ✅ No leaks or pressure issues in the plumbing. ✅ The main lines work perfectly fine. ❌ The fault is isolated to the pump itself.

I shared photos, videos, and a full explanation with both JoJo and Builders. On 6 October 2025, I received a message from Builders asking if I’d been assisted — I immediately rep**** that the issue was still unresolved. Since then (8 October 2025), I’ve had no further response or update.

This has been ongoing for weeks. I’ve spent additional time and money on plumbing checks, and the product remains unusable.

I’m requesting an urgent replacement or refund under warranty. If this remains unresolved, I’ll be escalating to the Consumer Goods and Services Ombud (CGSO) and the National Consumer Commission (NCC) for formal intervention.

All I want is a working product or fair resolution, not continuous back-and-forth.

Name: Thaveshan Gounden Location: Durban Order Number: *** Companies Involved: Builders / JoJo / Massmart

0
Replies (12)
Builders Warehouse
Builders Warehouse's reply09 Oct 2025, 08:07
Official
Hi Thaveshan,

Thank you for contacting us.

I'm sorry for the experience you've had and the service you've received.

This has been escalated. I'll follow up on this for you, and we will be in touch with feedback.

Regards,
BB
TG
THAVESHAN G's update10 Oct 2025, 04:52
Reviewer Update
Hi BB, thanks for your response and for confirming that this matter has been escalated.

Unfortunately, I haven’t received any update, feedback, or contact from Builders, JoJo, or Massmart. The pump remains faulty — it still loses pressure, shows the red Failure light, and needs to be reset every time I use it, even after JoJo replaced the control unit.

My plumber has already confirmed that there are no leaks or plumbing issues, and the fault is clearly with the pump itself. This issue has now been ongoing for several weeks, with no working solution provided.

Could you please follow up urgently and confirm when this will be resolved — ideally through a replacement or refund under warranty? I’ve been patient, but I really need a working solution now.

Thank you,
Thaveshan Gounden
Builders Warehouse
Builders Warehouse's reply10 Oct 2025, 08:23
Official
Hi Thaveshan,

I'm sorry you haven't been contacted with feedback as yet.

I'll follow up for you. We will be in touch.

Regards,
BB
TG
THAVESHAN G's update11 Oct 2025, 04:41
Reviewer Update
No resolution – issue still ongoing

It’s now 11 October 2025, and despite the Builders team saying on 10 October that they would follow up after my complaint was escalated, I still haven’t received any feedback or contact from anyone.

To recap — the JoJo pump was sent for repairs but came back performing even worse than before. The red Failure light still comes on, the pump shuts off after a few seconds, and it needs to be reset every time I use it.

My plumber has confirmed there are no leaks or plumbing issues, and the problem lies with the pump itself. I’ve provided videos, photos, and written details of everything to Builders and JoJo.

This has now been going on for weeks with no working solution, no replacement, and no refund. The lack of proper follow-up and accountability between Builders and JoJo is extremely disappointing.

I hope posting this here prompts urgent action from Builders, Massmart, or JoJo Tanks to finally resolve the issue properly.
Builders Warehouse
Builders Warehouse's reply11 Oct 2025, 08:51
Official
Hi Thaveshan, 

I'm sorry that you've not had any feedback.

I will follow up with our complaints team on this for you. 

Regards
KD 
TG
THAVESHAN G's update14 Oct 2025, 05:24
Reviewer Update
Update – 14 October 2025
I’ve now sent a second escalation email to Builders, JoJo, and Massmart management as I’ve still not received any update since my last post on 11 October. The pump remains faulty, and my plumber has confirmed there are no leaks or installation issues. I’m hoping this escalation finally gets some attention and a proper resolution.
Builders Warehouse
Builders Warehouse's reply14 Oct 2025, 09:36
Official
Hi Thaveshan, 

Apologies for the delay.

Our team has reached out and will keep you updated.

Regards,
BB
TG
THAVESHAN G's update17 Oct 2025, 11:45
Reviewer Update
Hi Builders and JoJo Team,

Thank you for sending the JoJo technicians today (17 October) to inspect the pump.

However, after observing their test and reviewing the videos, it’s clear that the pump is losing pressure almost immediately near the unit itself, not further down the plumbing line. Despite this, they suggested there might be a blockage — which doesn’t match what’s seen in the footage or my plumber’s earlier findings.

My plumber already confirmed there are no blockages or leaks and that the system maintains pressure on the main water line. The only time pressure drops is when the JoJo pump runs, which indicates an internal pump fault or an incomplete repair.

At this stage, I’m requesting a definitive resolution — either:

A replacement pump, or

A refund/credit in line with the product warranty.

I’ve been patient and cooperative throughout multiple assessments and repairs, yet the issue remains unresolved after several weeks.

Please escalate this matter to a senior technical manager or Massmart customer service lead and confirm next steps by Monday, 20 October 2025.

Kind regards,
Thaveshan Gounden
Builders Warehouse
Builders Warehouse's reply17 Oct 2025, 12:01
Official
Hi Thaveshan, 

Thank you for your feedback.

I'll let our team know, and we will be in touch.

Regards,
BB
TG
THAVESHAN G's update22 Oct 2025, 06:59
Reviewer Update
Hi Builders and JoJo Team,

This is my final follow-up regarding the ongoing issue with my faulty JoJo pump (Order #***).

The JoJo technicians visited on 17 October and suggested there was a blockage in the line. However, both their own videos and my plumber’s inspection confirm that the pressure loss occurs right at the pump, not further down the plumbing. The system maintains full pressure on the main water line — the issue lies clearly with the pump unit itself.

I’ve been in contact with Builders and JoJo since 12 September, submitted multiple videos, photos, and plumber feedback, yet the pump remains defective and unusable.

At this stage, I urgently request a final decision on whether Builders/JoJo will:

1. Replace the pump, or


2. Issue a refund/credit under the warranty.



If I do not receive a clear resolution or response by tomorrow, 23 October, I will have no choice but to escalate this matter to the Consumer Goods and Services Ombud (CGSO) for formal investigation.

I hope it won’t come to that and that we can resolve this directly.

Kind regards,
Thaveshan Gounden
TG
THAVESHAN G's update28 Oct 2025, 08:45
Reviewer Update
Hi Marshall,

Thank you for the update and for escalating this once again.

I appreciate your efforts, but as this issue has been ongoing for several weeks, I kindly request a specific update or resolution timeline from the supplier. The pump remains faulty despite previous repairs, and I urgently need a working solution.

Please let me know when I can expect the next update.

Kind regards,
Thaveshan Gounden
Builders Warehouse
Builders Warehouse's reply28 Oct 2025, 09:29
Official
Hi Thaveshan,

Thank you for your response.

I'll forward this for you.

Regards,
BB