I was quite disappointed in the service that I recently received from CWC. I was told that my low water pressure problem was due to “degraded resin” in my conditioner and that the warranty did not apply as the high levels of chlorine in the Cambridge area had damaged the resin. During the process of purchasing and replacing the resin myself, I talked to numerous plumbers and sales people about this problem with basically the same opinion, that resins should not degrade in that short amount of time. I can’t help but think that if it is high levels of chlorine damaging the resin, wouldn’t I have (along with my neighbours) had this happen on my previous water softener, which I had for 15 years.
I believe that CWC should have handled this concern more effectively. Not only do I think that my problem should have been covered under warranty, but that the $159 that I was charged to find out the problem is too much, especially since I did the resin change myself for less.
Bottom line is that water softener resin should last longer than 4 years and that CWC should honour its warranty.
- Approximate cost of services:
- $159.00
- Company Response
Mr. Woods, as we discussed on the phone with you, the chlorine levels have changed since you had your last Water Softener. As well, we reminded you the warranty on our Water Softening Systems is five years on parts and labour against defects in materials and workmanship. Resin degradation is not under warranty because it is not a defect in materials or workmanship. Any “reputable” Water Treatment Equipment service provider would agree that this is an ongoing problem with all makes of Water Softeners in our region.
As we also mentioned we are members of the Water Quality Association and the Canadian Water Quality Association. We encouraged you to visit their websites for further information. They too can assure you that chlorine has a huge effect on Water Softeners. Did you contact the Region of Waterloo Water Works department to let them know your concerns about your incoming water?
Your situation is unfortunate but not uncommon contrary to your other “opinions”. We have been in business for over 30 years providing accurate and reliable service to our customers.