If you do not want to read this entire debacle, just DO NOT BUY FROM FACTORY PURE OR SIMPSON!
My first post here and I just want to document the complete incompetence that I have been dealing with for the last 3 weeks in hopes that a reader will avoid the same nightmare.
Hindsight is 20/20 and I will never make these mistakes again. Hard lesson learned…
Ordered Simpson PowerShot 4240 “Factory Refurbished” from FactoryPure.com. Was attracted to the Honda GX390 and prospect of saving a few $s on a tight start-up budget. FactoryPure shipped it the next day via freight and I received 1 week later. All seemed good at this point and I was excited to get it.
Mistake… Did not open and inspect it at freight terminal before bringing home. Unpacked only to discover the wrong model was sent! Received beat up 3800PSI 3.5GPM model with crushed gas tank, dirt on the tires that had obviously been used for many hours instead of the like new factory refurbished 4240 I was expecting. We had jobs scheduled that we needed this machine for, so I Immediately contacted FactoryPure.com hoping they would get the correct unit sent out ASAP, which I realized would still take another 5-7 days of lost jobs to receive. Of course that did not happen and I was told they needed to contact their Simpson rep to “see what could be done”. First red flag that FactoryPure.com was not going to take care of the problem directly by sending me what I had ordered from them. Was told the following day that Simpson would be sending me the correct model directly and was going to send a return BOL to return the wrong machine directly to Simpson. A few days later on a Thursday Simpson/ FNA Group emailed that “they were going to try to get it out today”. They did not. Friday when I pressed them I was told “It should go out today”. It did not. Monday run around, Tuesday more runaround, Wednesday finally shipped. Was relieved that the right machine was finally on its way. Received it the following Tuesday and was pleased that it was the correct model and other than another crushed gas tank it looked brand new. Unpacked and quickly realized that I was missing a handle and then discovered that they did not ship the now infamous AAA Pump breather plug. Simpson ships the units with pump oil and puts in a temporary sealed plug so the oil doesn’t leak during transit. Without this plug, after almost 3 weeks I still did not have a working machine. Again immediately contacted FactoryPure and Simpson directly about the damaged and missing parts. Asked them to please overnight the plug that day and send the replacement gas tank and missing handle ASAP. They confirmed that they shipped the plug, and would be sending the other parts “shortly”. When the plug did not show up the next day I pressed them for a tracking # and realized they sent it ground to save a few bucks again at my expense of lost time and jobs. A few days later I received tracking for the missing handle and replacement crushed tank. Today after waiting all week on UPS Ground and losing more jobs that I had rescheduled this week, I received a plug cap, but not the entire plug. This was after I took the time to explain exactly what I needed and even sent them pictures of the part and a YouTube video of a customer replacing the shipping plug with the breather plug. I demanded that they get the entire plug shipped via next day air or FedEx today. They actually sent out the bottom of the plug only which was fine since I have the cap, but did not send the o-ring for it and you guessed it… sent it via Ground again.
Congratulations if you have made it this far… Typically I would not write bad reviews. Maybe only wrote 2-3 in my life. But others need to be very clear that either FactoryPure, Simpson or both do not care about their customers and do not care that their mistakes cost us $$$ and customers. I will never purchase another product manufactured by FNA Group Simpson and definitely will not purchase from FactoryPure. Please do not be a sucker for a discounted price like I was. This has cost me 10-20X what I thought I would save. This site has many bad reviews of Simpson. Unfortunately because I am new, I was not aware of this site before I purchased. Now I know better. Hopefully I will be able to get this machine making $ soon to start to pay me back for the lost time and frustration. Next time it is Pressure Pro and Pressure Tek or a good local vendor that takes care of their customer when something goes wrong.