Franklin Electric

For a Multi National Organization acknowledged for manufacturing one of the finest submersible water pumps in the world, and without prejudice, this organization is in urgent need of reviewing the personnel operating the South Africa arm of this business. There are not enough words to describe the complete and utter frustration experienced whilst trying to deal with various individual representatives in this organization. After purchasing a submersible pump and data box (through our service provider) at great expense, both of which failed within 9 months of installation, we struggled to receive an explanation from Franklin as to what had happened. It has been almost impossible to get a response to any of our emails, despite copying in multiple representatives at this company. After pursing and eventually speaking to someone, this person had no idea how to handle the situation, and commented that they had asked another department for certain information, and therefore inferring they had done their job. After confirming we would be called back, we were never to receive a call from anyone again from this company. It is non comprehendible that an organization for this magnitude does not have a customer relations department that can deal with issues of this nature. This kind of treatment, going cold, on a client is something we have never experienced before. Despite numerous email requests over the last month into the status of our pump and data box, as well as the warranty policy, we were eventually informed by an in house technician that both had burnt out due to a power surge, and that these items were not covered by their warranty. Having been told that the databox was designed to protect the motor from this kind of phenomenon (power surges), we are amazed that this could have happened. We have again requested an explanation as to why this could have happened whist the data box and pump were fitted in conjunction and the data box should have protected the pump. We are yet to receive as response but if our past experience is anything to go by, we are not at all hopeful of hearing back from Franklin Electric. We are also confused that whilst it is reported that these two items had experienced a surge and burnt out, none of the other domestic appliances sharing the same circuit have been damaged. We don't know how it is possible that the proposed surge destroyed these two items and nothing else. We have put this forward to Franklin in the hope of a response that could provide suitable explanation for our peace of mind. It is near impossible to receive any information from this company and except for an individual called Leonard who has kindly forwarded mail, no-one else bothers to comment, call or respond. Whilst we believe from many reliable sources that the Franklin product is good, we would suggest that if you are looking for a great after sales service to avoid using this organization. It is very sad that we have had to resort to public platforms such as Hellopeter to express our frustration in dealing with this company but we hope this will help others avoid making the same mistakes.