Above And Beyond: Pur Customer Service

Pur surprised reader StructuralPoke by sending him a free new aerator for his faucet-mounted purifier. He expected some charge to replace the broken part, which he couldn’t find listed on Pur’s website. After filling out a form on Pur’s website, he received the following response:

I am sorry to hear of the problem you had with our product. The quality of our products – their content, performance and packaging – is very important to us. We have many quality control checkpoints along the manufacturing line because we want each of our brands to be in perfect condition when purchased by our consumers. I’m sharing your comments with the rest of our team.

Since the amount of help I can offer via email is limited, I’m following up with you by postal mail. Please allow 3-4 weeks for delivery of your replacement part (aerator).

Thanks for getting in touch with us.

Silvana,
PUR Team

The first part is classic form-letter yuckiness, but the second part seemed vague, though promising. StructuralPoke didn’t expect to receive a free aerator, but that’s what he got.

The full email, after the jump…


    I own a faucet mounted fixture — FM 3333 from the back of the unit. I noticed a leak at the bottom of the spigot when the filter was disengaged, so I tried to tighten the botom-most piece. I either over-tightened it or did something else wrong because I stripped the threads off of what appears to be the aerator. What do I need to do to get a replacement part?

    Thank you,
    StructuralPoke

I didn’t expect a response really, but hey, thought I’d give it a try. I figured ~$2 for a new aerator was much better than ~$20 for a new setup. (Yes, we’re cheap. We don’t need our water filtered THAT much…) I received the following response on the 29th:

    I am sorry to hear of the problem you had with our product. The quality of our products – their content, performance and packaging – is very important to us. We have many quality control checkpoints along the manufacturing line because we want each of our brands to be in perfect condition when purchased by our consumers. I’m sharing your comments with the rest of our team.

    Since the amount of help I can offer via email is limited, I’m following up with you by postal mail. Please allow 3-4 weeks for delivery of your replacement part (aerator).

    Thanks for getting in touch with us.

    Silvana,
    PUR Team

I was shocked I got a real response — especially that the aerator assembly would be arriving free. The new parts arrived yesterday. That’s a really quick turnaround for a company in my opinion! Everything fit up correctly and we now have a properly functioning filter system.

What you say at The Consumerist is true. All you have to do is ask….

— CAREY GREENBERG-BERGER