I purchased our Big Dog fountain over a year ago, and it has run night and day for the entire time. I came home from work and the unit was making a horrible noise. After a bit of searching I realized the pump can be removed and cleaned. Now the pump is clean, quiet, and working flawlessly. Our dog and four cats thank you for a great product!
I purchased this product thru amazon in December 2015. I have never let it run dry, clean it often, change filters, now the impeller will not turn in the pump. The impeller freezes up. I have 2 smaller Drinkwell products that are running great after 3 years. This seems like it is a poor product design. I know it is out of warranty, but still very disappointed.
PETSAFE RESPONSE: We're sorry to hear you are having trouble with the pump for your Drinkwell Big Dog Pet Fountain, Kevin! We see where you clean the pump often. When cleaning, is the pump removed for the fountain? Removing the pump allows the impeller cavity of the pump to be more thoroughly cleaned. With the pump removed from the underside of the bowl, lift out the impeller and set it aside. Next, pour warm, soapy water down into the inner cavity and scrub with a small bristle brush. You may wish to soak the impeller in a 50/50 mix of warm water and white vinegar for approximately 15 minutes. You may also wish to add a small dab of an edible oil, like olive oil, to the blades of the impeller to help the impeller freely turn in the cavity of the motor. If you continue to have any difficulties with your pump, please give our Customer Care Center a call at 1-866-738-4379 and we'll be happy to see what options may be available to you.
Fountain is 3 months old and I am already ordering a replacement pump.
PETSAFE RESPONSE :
Thank you for taking the time to share your experience, Paige. You may find it helpful to know that cleaning this pump every 1-2 weeks can make a huge difference, as well as lubricating the pump with a smudge of vegetable oil or olive oil on the magnetic end of the impeller. Please know that if your pump has failed, we are here to help with troubleshooting and the pump is covered under the 1 year warranty.
The instructions are included in the manual, but we also have a video! To check it out, please click the link below or copy and paste the web address into your browser :