Delivery Performance Commitment for OEM Water Purification Equipment Manufacturers - Handling and Response to Water Purifier Leakage

For water purification equipment manufacturers, ensuring product quality and providing excellent after-sales service, including handling any abnormalities that occur with water purifiers, is a critical concern today. This article will focus on the potential problem of water leakage that water purifier manufacturers may face and discuss how manufacturers of water purification equipment can prevent water leakage issues from impacting customer rights. We will analyze the reasons for water leakage and examine how manufacturers handle customer complaints effectively.

 

1)Leakage Incident Involving Taiwan's Local Water Purifier Manufacturers

In June 2020, a television news report featured a case where a resident complained about a burst in the pipeline of a well-known brand of water purifier, leading to severe flooding in the entire house and damage to furniture and decorations. At the time of the incident, the company sent installation personnel to investigate the situation, attributing the problem to the water purifier. As a result, the customer sought compensation from the water purifier manufacturer for the damages to their interior decorations. Cases of water purifier leaks causing significant indoor flooding are relatively common, and with the news coverage, many people have come forward to complain about similar issues with this local brand of water purifiers. Ensuring the quality of water purifier products and the technical competence of installation personnel is paramount for manufacturers.

 

2)Why does a water purifier leak?

Water purifier leakage issues can significantly impact a manufacturer's reputation and even lead to compensation for consumers' flood-related losses. It is essential for manufacturers to identify the causes, review them, and make improvements.

Several possible reasons for water purifier leaks or ruptures include:

1. (1)Nut joints may experience water leakage after prolonged use.
2. (2)Improper installation by personnel leading to pipe detachment or other issues.
3. (3)Aging or detached pipelines, excessive water source pressure, etc.
4. (4)Poor quality joints/pipes or improperly tightened joints leading to pipe bursts.
5. 
6. (5)Poor quality of the water purifier itself, inadequate product design, cutting corners, or lack of reliability testing often lead to incidents of leakage or breakage when rushed to market.
7. (6)Incorrect installation locations, prolonged exposure to sunlight leading to accelerated aging of water pipes, plastic parts, and filter bottles due to UV radiation, resulting in cracks and leaks.
8. (7)Improper installation in non-sealed spaces vulnerable to cockroaches or rodents may lead to water leakage caused by rodents chewing through water pipes or electrical wires.
9.  

10. Based on our decades of maintenance experience, the most common causes of water purifier leaks are poor joint quality or loose connections. When repair personnel inspect the cause of leaks on-site, they often find that some parts of the original water purifier equipment are different from those of the original manufacturer. This is mainly because ordinary consumers tend to purchase spare parts from hardware stores. If consumers lack installation skills or relevant knowledge in plumbing and electricity, they may install them improperly. It is recommended that consumers use original manufacturer parts, and when replacing spare parts, it is also advisable to directly engage the manufacturer's technicians for repair, which can reduce the likelihood of product abnormalities or leaks.

 

3)How to deal with water leakage issues

Understanding the cause of leakage and how to address the situation is crucial. Here, Easywell Water Company has compiled the experiences of our internal installers and the most common minor leakage scenarios encountered. We share how to assist customers in solving problems when faced with leakage issues and provide references for consumers. If similar situations arise at home, you can follow our suggestions below:

(1) Damaged O-ring:

Many consumers' water purifiers function without any major issues for a period of time. However, after replacing the filter cartridge themselves, the water purifier starts leaking. This is often due to consumers damaging the O-ring during repeated disassembly and reassembly when replacing the filter cartridge. The purpose of the O-ring is to prevent leakage. Damage to the O-ring can cause the water purifier to leak. Replacing the O-ring can solve the leakage problem. It's also possible that the O-ring is misplaced or lost. Simply reinstalling it and testing again should suffice.

 

(2) Joint fracture:

The joint is the key component that connects each pipe and is the most critical part of the water purifier. Joint fractures usually occur due to collisions during transportation. With countless types of joints available on the market, consumers may be unsure how to choose. The best approach is to directly engage the manufacturer's technicians for repairs, and consumers can also learn about subsequent maintenance procedures.

 

(3) Loose filter bottle causing frequent leakage:

 

 

The water filter pitcher may be one of the most overlooked causes of leakage. Often, consumers fail to properly lock it, resulting in leaks, or they incorrectly apply the Teflon tape, leading them to believe that the water purifier is of poor quality.

 

Some water purifiers are designed with a filter pitcher, rather than a quick-change filter cartridge that can be easily removed and replaced. The filter pitcher requires the use of tools to tighten it. Almost all water purifiers on the market come with a handle, and following the instructions in the manual should ensure proper tightening of the filter pitcher.

 

(4)Pipe and component damage:

If a pipe or a specific component is damaged, consumers can first inspect the water purifier's pipes, connections, and components themselves to determine the specific location and cause of the leakage. They can then contact a plumber or installer to inspect and rectify the issue. If there are any issues with the spare parts of our company's products, we take responsibility for repairs, and our maintenance personnel will bring back any abnormal parts for analysis and discuss whether any changes need to be made to the parts design.

 

(5)Refer to the manual:

Each water purifier should come with an operation manual and quick troubleshooting methods. If the printed manual or troubleshooting guide is lost, consumers can download a reference from the brand's website. If consumers do their homework beforehand, they can avoid the cost of maintenance or repair fees.

 

Upon discovering water leakage from the water purifier, it should be immediately shut down and discontinued from use. If there are uncertainties, it's best not to continue using it. Parts wear out over time, and if it's indeed a spare parts issue, consumers can purchase replacement parts directly from the manufacturer.

 

4)How to Prevent Water Leakage Issues

We would like to take this opportunity to share how to prevent water leakage from your home water purifier.

Regularly inspect and maintain the water purifier and household faucets, pipes, etc.:

 

1.During filter replacement, you can check the water purifier as well as household faucets and pipes for any leakage issues. Here are some items to check:

(1) Water purifier body:
Ensure that the water purifier casing is not damaged or cracked, and check if the connections are secure.

(2) Filter:
Verify correct installation and tightness of the filter. Inspect the surface of the filter for any obvious dirt or damage.

(3) Pipe connections:
Check the connections between the water purifier and the pipes to confirm whether the pipes are aging, damaged, or loose. Inspect the main household pipes to ensure there are no leaks or cracks.

(4) Checking the water pressure gauge:

Some brands of water purifiers come with a water pressure gauge, which allows you to check the water pressure each time to ensure it does not exceed 60 PSI (approximately 4.17 kg/cm²). High water pressure can easily cause the water purifier to rupture. If your home water purifier does not have a water pressure gauge, it is recommended to install one. If there is a pressure reducing valve installed at your home's water supply pipe, it is advisable to check whether the pressure reducing valve is malfunctioning or if the pressure is too high and take appropriate action.

 

(5) Detailed inspection:

Inspect all joints, including screws, nuts, quick connectors, etc., to ensure they are intact and undamaged. These inspection items help ensure the proper operation of the water purification system and prevent potential leakage risks. Any part or accessory can potentially cause leaks, so it's essential to regularly maintain your water purifier, record maintenance activities, and ensure the integrity of parts and the installation environment. This also helps prevent water purifier leaks and extends the life of the water purifier.

(6) Check the gooseneck faucet:

The gooseneck faucet can also be one of the reasons for water leakage. If there is frequent dripping around the gooseneck faucet, first check if it is properly tightened. If it is, then inspect the O-ring or the ceramic discs in the ceramic center bolt for wear and tear. Consider replacing the entire gooseneck faucet if necessary.

(7) Check the O-ring rubber seal of the water purifier:

The O-ring is the most crucial component, and many people may scratch the O-ring when installing or replacing the filter cartridge themselves. Even the slightest damage to the O-ring can cause water leakage in the water purifier. If the O-ring is damaged in any way, it should be replaced immediately, as repeated disassembly can lead to wear and tear on the O-ring.

2.Purchase a separate water shut-off device or a water purifier with an automatic shut-off feature:

To prevent leakage issues, it is recommended to purchase a water shut-off device separately. These devices typically come in two types: mechanical shut-off devices (as shown in Figure 1) and electronic shut-off devices (as shown in Figure 2).

Some water purifiers available on the market already come with an automatic shut-off feature, eliminating the need for an additional purchase. When using a water shut-off device, if a leak is detected in the water purifier, it will automatically shut off the water flow, preventing further leakage.

Figure 1: Mechanical Water Shut-off Device"

Figure  2: Electronic Water Shut-off Device

 

3.If the water pressure at home is too high, there are several ways to solve it:

(1) Check the pressure of the booster pump at home. If it is too high, reduce the pressure of the pump. It is recommended that the water pressure be less than 60 PSI (4.16 kg/cm2).

(2) Install a mechanical pressure reducing valve at the front end of the water purifier, which is cost-effective.

When the water purifier leaks, you can refer to simple troubleshooting methods online. Easywell Water Purification Company also provides detailed information and sharing of experiences for consumers. You can refer to the following link to repair it yourself and save money. (https://reurl.cc/zYmYlk)

 

5)Clarifying Responsibility

When a water leakage occurs, upon receiving a complaint from the consumer, our first priority is to understand the severity of the leakage and respond with professionalism and accountability. We advise the consumer to shut off the water source themselves to prevent exacerbating the situation and causing further damage.

 

Initially, we promptly contact the complaining customer to gain a detailed understanding of the leakage situation and the usage of the water filter. Simultaneously, we request the customer to provide relevant evidence, such as photos or videos, to help us better assess the issue.

 

Upon receiving the relevant information from the customer, we dispatch professional technicians to the customer's home for on-site inspection and assessment. The technicians meticulously inspect the installation of the water filter, pipe connections, water pressure, correct installation of filter cartridges, pipeline aging, and any other factors that may contribute to the leakage.

 

Based on the evaluation and inspection results by our technicians, we determine the cause of the leakage problem. If the leakage issue is indeed caused by our company's product or installation problems, we provide appropriate compensation to the customer and take necessary measures to address the problem, including repairing or replacing damaged parts. Additionally, we apologize to the customer and offer compensatory measures. If the loss is significant, we contact the property insurance company for assessment, clarify compensation responsibility, and advocate for the consumer's rights to compensate for any losses incurred due to our products or services.

 

If the leakage problem is not caused by our company's product or installation issues, we explain the situation to the customer and provide recommendations to assist them in resolving the problem. Meanwhile, we maintain transparent communication with the customer to ensure that the issue is adequately resolved and to prevent similar situations from recurring. We are committed to prioritizing customer satisfaction, continually improving our products and services to provide a better user experience and solutions.

 

6)Examining how Easywell Water Purification Company manages quality

 

Encountering a water leakage issue with the water purifier, we will take this opportunity to examine how Easywell Water Purification Company manages product quality to ensure that the goods are delivered flawlessly to the customers.

 

(1)Incoming Inspection:

When components arrive at Easywell, the receiving personnel verify the part numbers against the supplier's shipping list before conducting inspections. The results are recorded in the system. Qualified products are accepted into inventory, while any defective products or components are promptly returned.

(2)First Article Inspection:

Quality assurance personnel inspect the production process on-site to verify if the initial production of the product has been completed, followed by a first article inspection. If any abnormalities are found during the first article inspection, immediate corrective action is taken to rectify the issue before continuing production. Defective products are segregated using color-coding management. Regular patrol inspections are conducted every two hours, and production is halted immediately upon discovering any production errors, ensuring compliance with correct requirements.

(3)Outgoing Inspection:

After products are completed, quality assurance personnel conduct outgoing inspections in the finished product inspection area. Outgoing inspections include reliability testing, drop resistance, leak testing, burst testing, water endurance, and other tests, with each product undergoing rigorous checks.

(4)Strengthening Installation Personnel Knowledge and Skills:

Easywell provides regular education and training for installation personnel on products, installation techniques, service procedures, etc. After training, personnel must pass examinations to ensure they have a comprehensive understanding of the company's products, technology, and standards, thus providing assurance to customers.

 

All critical components are manufactured, processed, produced, assembled, and inspected in Yirui's own factory. Easywell's product range includes RO reverse osmosis water purifiers, gooseneck faucets, activated carbon filter cartridges, various filter bottles, four-way valves, high (low) pressure switches, waste-to-water ratios, water inlet tees, filter cartridges, filter bottles, etc.

 

7)If there is indeed a water leakage issue with the water purifier, how does Easywell Water Company safeguard the rights of customers?

 

Here, we will explain the response measures for domestic and international customers separately. In the event of a genuine water leakage issue with the product, in order to take responsibility for our customers, Easywell adopts the following measures to protect their rights.

 

1. OEM/ODM

Most transactions for exports to foreign countries are conducted through OEM/ODM processing. The handling of customer complaints will follow the steps below:

 

(1).Providing Product Information: Customers are first asked to provide the order number (which can be traced back to the product batch, production date, production machine, production personnel, materials used, packaging method, etc.), details of the abnormal product, usage information, time of occurrence of abnormality, relevant photos or videos of the product issue, and other information to determine whether it is due to human factors or a company product problem.

(2).Confirmation of Factors: After receiving detailed information from the customer, a quality abnormality form is issued. After discussing the solution, a response is provided one by one. Compensation or replacement will then be made according to the customer's needs.

(3).Compensation Method: The most common compensation methods provided by Easywell Water Purification Company are refunds or replacement products.

2. Domestic Consumers

If domestic consumers encounter leakage issues, they are also asked to retain the abnormal product for assessment of the problem. Installation (repair) personnel are then arranged to visit the consumer's home to confirm the situation. If it is a minor issue, Easywell Water Purification Company will directly replace the parts for the customer or provide a new machine, and then take back the consumer's abnormal machine for review. If serious leakage causes losses to consumers, reasonable compensation will be provided to the consumer in coordination with the insurance company.

 

8)Conclusion

Easywell Water Company maintains various communication channels to engage with consumers. Customers can address any product concerns through official channels, and Easywell Water promptly responds to customer inquiries, swiftly resolving any product issues.

All products from Easywell Water come with a one-year warranty. Within this period, any non-human-induced issues can be assisted with repair or replacement. Additionally, Easywell Water's products are insured by Mega Bank for performance guarantees, ensuring that genuine filter cartridges are always available for purchase.

 

Easywell Water also carries product liability insurance of up to 120 million NT dollars. Many of its products hold international and governmental certifications and have been awarded the Government Water Conservation Mark, aiming to provide customers with peace of mind.

 

Before purchasing water purification equipment, consumers are advised to not only compare prices but also carefully select products with international and governmental certifications. Choosing brands with adequate product liability insurance coverage or bank performance guarantees as a priority can prevent situations of water leakage and the frustration of having no recourse for complaints.