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 :
I bought the replacement pump in February this year and it didn't even last through June. I would have wrote sooner but had surgery and couldn't use the computer.
We are sorry to read that you have had trouble with your pump, and we hope that you are healing well! Please know that these pumps have a warranty. Please call our Customer Care Center for troubleshooting and replacements at 1-800-732-2677. Our office hours are Monday through Friday 8 A.M. – 8 P.M. EST and Saturdays 9 A.M. – 5 P.M. EST.
The only thing that could improve this BigDog Fountain, (and other models presumably) would be to add a filter to the pump inlet. The common complaint for this product is that the pump is subject to early failure. Since the pump is subjected to a constant flow of un-filtered water and is difficult to clean, its not surprising that it fails regularly. While it almost certainly makes for lively sales of replacement pumps, I doubt there's enough profit to justify the lost sales from one bad review. Adding some type of clean-able screen or filter would make this unit as perfect a product as possible. Our two Labs, one Terrier mix, and two cats all prefer the moving water, and ALL are noticeably healthier.
PETSAFE RESPONSE: We appreciate you taking the time to share your feedback on the Drinkwell Big Dog Replacement Pump. We have found that by regularly cleaning the pump using the method instructed in the manual will allow you to get the most out of your fountain. Unfortunately, for best results, this step would still be required regardless of the amount of filters used on the pump. Please know that we are always looking for suggestions on ways to improve our products, and we'd like to invite you to become a PetSafe Idea Partner at http://labs.petsafe.net/
If you have any questions, please call our Customer Care Center at 1-800-732-2677.