Whilst cleaning the motor I saw that the insulation protecting the electric wires that run from the motor to the outlet was split. The red of the enclosed wires was visible.
This meant that a motor that worked perfectly could no longer be used. Worse, the cats, who only drink from the fountain cascade, would be off their feed until a replacement motor was in place.
A helpful customer service person talked me through the various alternatives for expedited delivery. She carefully explained that it would take 24 hours of additional time to process the order for delivery.
I bought 2 day delivery. It was late Thursday, so we assumed that I wouldn't get the new motor before Tuesday. In fact, it got here Tuesday morning and the cats were slurping up flowing water again by 3 in the afternoon Tuesday, at least 24 hours earlier than promised.
I have the original pump & agree with the regular cleaning advice in previous reviews. On another site I saw this tip which has been successful in removing calcium etc from the pump: 1) Put the pump in a bowl of pure white vinegar, full strength.
2) Clean it with brushes, etc as described by other reviewers.
3) Plug it in while the pump is still submerged in the vinegar.
When I did this, the pump started again, as good as new.
Note: If it's not running, then soak it 6 -24 hours.
I have cleaned the pump every 4 - 6 months for the past three years, (since the first interruption) and it's running fine today.
I've owned the Drinkwell Platinum fountain for three years. I clean the fountain weekly and replace the charcoal filters every 2-4 weeks and have never experienced a problem. The cats love the constant stream of fresh, filtered water and I believe are well-hydrated because the stream of water attracts them. I love it because it provides my five cats with a week's supply of fresh water when I travel for business. Today, after cleaning the fountain I noticed the pump didn't immediately come back on when plugged in. I viewed a YouTube video to see how to dismantle and clean it. After a quick three minute process, the pump was cleaned, reassembled and started recirculating the water immediately. If the pump ever does quit permanently, I wouldn't hesitate to purchase another. Thank you for a great product!