For manufacturers of water purification equipment, ensuring product quality and providing excellent after-sales service, including addressing any abnormalities with water purifiers, is a critical concern today. This article will focus on the potential problem of water leakage that water purifier manufacturers may face and discuss how manufacturers of water purification equipment can prevent water leakage issues from impacting customer rights. We will analyse the reasons for water leakage and examine how manufacturers handle customer complaints effectively.
I. Leakage Incident Involving Taiwan’s Domestic Water Purifier Manufacturers
In June 2020, a television news report highlighted a case where a resident complained about a burst in the pipeline of a well-known brand of water purifier, leading to severe flooding throughout the entire house and causing damage to furniture and decorations. At the time of the incident, the company sent installation personnel to investigate the situation, attributing the problem to the water purifier. Consequently, the customer sought compensation from the water purifier manufacturer for the damages to their interior decorations. Cases of water purifier leaks causing significant indoor flooding are relatively common, and following the news coverage, many people have come forward to complain about similar issues with this local brand of water purifiers. Ensuring the quality of water purifier products and the technical competence of installation personnel is paramount for manufacturers.
II. Why does a water purifier leak?
Water purifier leakage issues can significantly impact a manufacturer’s reputation and even lead to compensation for consumers’ flood-related losses. It is essential for manufacturers to identify the causes, review them, and make improvements.
Several possible reasons for water purifier leaks or ruptures include:
(1)Nut joints may experience water leakage after prolonged use.
(2)Improper installation by personnel leading to pipe detachment or other issues.
(3)Aging or detached pipelines, excessive water source pressure, etc.
(4)Poor quality joints/pipes or improperly tightened joints leading to pipe bursts.
(5) The poor quality of the water purifier itself, inadequate product design, cutting corners, or lack of reliability testing often lead to incidents of leakage or breakage when rushed to market.
(6) Incorrect installation locations and prolonged exposure to sunlight cause accelerated aging of water pipes, plastic parts, and filter bottles due to UV radiation, resulting in cracks and leaks.
(7) Improper installation in non-sealed spaces vulnerable to cockroaches or rodents may lead to water leakage caused by rodents chewing through water pipes or electrical wires.
Based on our decades of maintenance experience, the most common reasons for water purifier leaks include poor joint quality or loose connections. During on-site inspections by repair personnel, it is often discovered that some components of the original water purifier differ from those provided by the manufacturer. This discrepancy typically arises because ordinary consumers often buy replacement parts from hardware stores. Without sufficient plumbing or electrical installation skills, consumers may incorrectly install these parts. We recommend using original manufacturer parts and, when replacing components, consulting directly with the manufacturer’s technicians for repairs. This approach can minimise the risk of product malfunctions or leaks.
III. How to Handle Water Leak Problems
Understanding the cause of leaks and knowing how to deal with the situation is crucial. At Easywell Water Company, we have gathered insights from our in-house installers on common minor leak scenarios encountered. We offer guidance on assisting customers in resolving issues when faced with leaks and provide consumer references. Should similar situations occur at home, you can follow the suggestions below:
(1) Damaged O-ring:
Many consumers’ water purifiers function without any major issues for a period of time. However, after replacing the filter cartridge themselves, the water purifier starts leaking. This is often due to consumers damaging the O-ring during repeated disassembly and reassembly when replacing the filter cartridge. The purpose of the O-ring is to prevent leakage. Damage to the O-ring can cause the water purifier to leak. Replacing the O-ring can solve the leakage problem. It’s also possible that the O-ring is misplaced or lost. Simply reinstalling it and testing again should suffice.
(2) Joint fracture:
The joint is the key component that connects each pipe and is the most critical part of the water purifier. Joint fractures usually occur due to collisions during transportation. With countless types of joints available on the market, consumers may be unsure how to choose. The best approach is to directly engage the manufacturer’s technicians for repairs, and consumers can also learn about subsequent maintenance procedures.
(3) Loose filter bottle causing frequent leakage:
The water filter jug might be one of the most commonly overlooked sources of leaks. Frequently, users neglect to securely fasten it, causing leaks, or they improperly apply the Teflon tape, which may give the impression that the water purifier is of inferior quality.
Certain water purifiers utilise a filter jug instead of a quick-change filter cartridge that can be effortlessly taken out and replaced. The filter jug necessitates the use of tools for tightening. Nearly all water purifiers available on the market include a handle, and following the instructions in the manual should guarantee the proper tightening of the filter jug.
(4) Pipe and component damage:
If a pipe or a specific component is damaged, consumers can first inspect the water purifier’s pipes, connections, and components themselves to determine the specific location and cause of the leakage. They can then contact a plumber or installer to inspect and rectify the issue. If there are any issues with the spare parts of our company’s products, we take responsibility for repairs, and our maintenance personnel will take away any abnormal parts for analysis and discuss whether any changes need to be made to the parts design.
(5) Refer to the manual:
Each water purifier should come with an operation manual and quick troubleshooting methods. If the printed manual or troubleshooting guide is lost, consumers can download a reference from the brand’s website. If consumers do their homework beforehand, they can avoid the cost of maintenance or repair fees.
Upon discovering water leakage from the water purifier, it should be immediately shut down and discontinued from use. If there are uncertainties, it’s best not to continue using it. Parts wear out over time, and if it’s indeed a spare parts issue, consumers can purchase replacement parts directly from the manufacturer.
IV. How to Prevent Water Leakage Issues
We would like to take this opportunity to share how to prevent water leakage from your home water purifier.
Regularly inspect and maintain the water purifier and household taps, pipes, etc.:
1.Whilst replacing the filter, it is advisable to inspect the water purifier, as well as household taps and pipes, for any signs of leaks. Here are the key areas to examine:
(1) Water purifier housing: Ensure the casing of the water purifier is intact and undamaged, and check the connections are securely fastened.
(2) Filter: Confirm the filter is correctly installed and securely fitted. Inspect the filter surface for any visible dirt or damage.
(3) Pipe connections: Examine the connections between the water purifier and the pipes to determine if the pipes are showing signs of ageing, damage, or looseness. Inspect the main household pipes to ensure there are no leaks or cracks.
(4) Checking the water pressure gauge:
Certain water purifier brands incorporate a water pressure gauge, enabling periodic checks to ensure the pressure does not exceed 60 PSI (approximately 4.17 kg/cm²). Excessive water pressure can easily lead to the rupture of the water purifier. If your home’s water purifier lacks a pressure gauge, it is advisable to install one. If a pressure reducing valve is installed on your home’s water supply line, it is recommended to verify its functionality and address any issues with high pressure promptly.
(5) Detailed inspection:
Thoroughly inspect all connections, including screws, nuts, and quick connectors, to ensure they are intact and undamaged. These checks are crucial for maintaining the effective operation of the water purification system and mitigating potential leakage risks. Any component or accessory has the potential to cause leaks, underscoring the importance of regular maintenance, documenting maintenance activities, and ensuring the integrity of all parts and the installation environment. This approach not only prevents water purifier leaks but also extends the lifespan of the equipment.
(6) Check the gooseneck tap:
The gooseneck tap can also be one of the reasons for water leakage. If there is frequent dripping around the gooseneck tap, first check if it is properly tightened. If it is, then inspect the O-ring or the ceramic discs in the ceramic centre bolt for wear and tear. Consider replacing the entire gooseneck tap if necessary.
(7) Check the O-ring rubber seal of the water purifier:
The O-ring is the most crucial component, and many people may scratch the O-ring when installing or replacing the filter cartridge themselves. Even the slightest damage to the O-ring can cause water leakage in the water purifier. If the O-ring is damaged in any way, it should be replaced immediately, as repeated disassembly can lead to wear and tear on the O-ring.
2.Purchase a separate water shut-off device or a water purifier with an automatic shut-off feature:
To prevent leakage issues, it is recommended to purchase a water shut-off device separately. These devices typically come in two types: mechanical shut-off devices (as illustrated in Figure 1) and electronic shut-off devices (as illustrated in Figure 2).
Some water purifiers available on the market already come with an automatic shut-off feature, eliminating the need for an additional purchase. When using a water shut-off device, if a leak is detected in the water purifier, it will automatically shut off the water flow, preventing further leakage.
Figure 1: Mechanical Water Shut-off Device”
Figure 2: Electronic Water Shut-off Device
3.If the water pressure at home is too high, there are several ways to resolve it:
(1) Check the pressure of the booster pump at home. If it is too high, reduce the pump pressure. It is recommended that water pressure be less than 60 PSI (4.16 kg/cm²).
(2) Install a mechanical pressure reducing valve at the inlet of the water purifier, which is a cost-effective solution.
For troubleshooting a leak in the water purifier, you can find simple methods online. Easywell Water Purification Company also provides detailed information and consumer experiences. You can refer to the following link for self-repair and cost-saving: https://reurl.cc/zYmYlk.
V. Clarifying Responsibility
In the event of a water leakage, upon receiving a complaint from the customer, our foremost priority is to ascertain the seriousness of the leakage and respond with professionalism and accountability. We advise the customer to turn off the water supply themselves to prevent worsening the situation and causing additional damage.
Initially, we promptly contact the complaining customer to gain a thorough understanding of the leakage situation and the use of the water filter. Concurrently, we request the customer to provide pertinent evidence, such as photographs or videos, to aid us in better assessing the issue.
Upon receiving the relevant information from the customer, we dispatch professional technicians to the customer’s residence for an on-site inspection and assessment. The technicians meticulously examine the installation of the water filter, pipe connections, water pressure, correct installation of filter cartridges, pipeline ageing, and any other factors that may contribute to the leakage.
Based on the evaluation and inspection findings by our technicians, we determine the root cause of the leakage issue. If the leakage problem indeed stems from our company’s product or installation shortcomings, we offer appropriate compensation to the customer and take necessary steps to rectify the issue, including repairing or replacing damaged components. Furthermore, we issue an apology to the customer and propose compensatory measures. In cases of significant loss, we liaise with the property insurance company for evaluation, clarify compensation responsibilities, and advocate for the customer’s entitlement to compensation for any losses incurred due to our products or services.
If the leakage problem is not attributed to our company’s product or installation flaws, we explain the situation to the customer and provide recommendations to assist them in resolving the issue. Meanwhile, we maintain transparent communication with the customer to ensure satisfactory resolution of the problem and to prevent recurrence of similar incidents. We are dedicated to prioritising customer satisfaction, continuously enhancing our products and services to deliver an improved user experience and solutions.
VI. Examining how Easywell Water Purification Company manages quality
Encountering a water leakage issue with the water purifier, we will take this opportunity to examine how Easywell Water Purification Company manages product quality to ensure flawless delivery of goods to customers.
(1) Incoming Inspection:
Upon arrival at Easywell, components are checked by receiving personnel against the supplier’s shipping list before undergoing inspection. Results are logged into the system. Approved products are added to inventory, while any faulty items are promptly returned.
(2) First Article Inspection:
Quality assurance personnel inspect the production process on-site to confirm completion of initial product production, followed by a first article inspection. If anomalies are detected during this inspection, immediate corrective action is taken to resolve the issue before continuing production. Defective products are separated using colour-coded management. Regular patrol inspections occur every two hours, with production halted immediately upon discovering any production errors, ensuring compliance with requirements.
(3) Outgoing Inspection:
Upon completion, quality assurance personnel conduct outgoing inspections in the finished product inspection area. This includes reliability testing, drop resistance, leak testing, burst testing, water endurance, and other tests, with each product undergoing rigorous checks.
(4) Strengthening Installation Personnel Knowledge and Skills:
Easywell provides regular education and training for installation personnel on products, installation techniques, service procedures, and more. Following training, personnel must pass examinations to ensure comprehensive understanding of the company’s products, technology, and standards, providing assurance to customers.
All critical components are manufactured, processed, produced, assembled, and inspected in Yirui’s own factory. Easywell’s product range includes RO reverse osmosis water purifiers, gooseneck faucets, activated carbon filter cartridges, various filter bottles, four-way valves, high (low) pressure switches, waste-to-water ratios, water inlet tees, filter cartridges, filter bottles, etc.
VII. If indeed there is a water leakage issue with the water purifier, how does Easywell Water Company protect the rights of its customers?
Here, we will outline separate response measures for domestic and international customers. In the event of a confirmed water leakage issue with the product, Easywell takes the following steps to uphold customer rights and ensure accountability.
- OEM/ODM
The majority of exports to foreign countries involve OEM/ODM processing. Customer complaints will be handled according to the following steps:
(1) Providing Product Information: Customers are initially asked to provide the order number (which can be traced back to the product batch, production date, production machine, production personnel, materials used, packaging method, etc.), details of the abnormal product, usage information, time of occurrence of abnormality, relevant photos or videos of the product issue, and other information to determine whether it is due to human factors or a company product problem.
(2) Confirmation of Factors: Upon receipt of detailed information from the customer, a quality abnormality form is issued. Following discussions on the solution, responses are provided individually. Compensation or replacement will then be arranged according to the customer’s requirements.
(3) Compensation Method: The most common compensation methods provided by Easywell Water Purification Company are refunds or replacement products.
2.Domestic Consumers
In the event that domestic consumers experience leakage problems, they are advised to retain the faulty product for assessment. Installation (repair) personnel will then be scheduled to visit the consumer’s home to verify the situation. If the issue is minor, Easywell Water Purification Company will replace the parts directly or provide a new machine to the customer, and subsequently collect the consumer’s faulty machine for examination. In cases where serious leakage results in consumer losses, appropriate compensation will be arranged in conjunction with the insurance company.
VIII. Conclusion
Easywell Water Company maintains multiple communication channels to engage with consumers. Customers can address any product concerns through official channels, and Easywell Water promptly responds to inquiries, swiftly resolving any issues with its products.
All Easywell Water products come with a one-year warranty. During this period, any issues not caused by misuse can be addressed with repair or replacement. Additionally, Easywell Water’s products are backed by Mega Bank for performance guarantees, ensuring that genuine filter cartridges are always available for purchase.
Easywell Water also holds product liability insurance of up to 120 million NT dollars. Many of its products have received international and governmental certifications and have been awarded the Government Water Conservation Mark, providing customers with peace of mind.
Before purchasing water purification equipment, consumers are advised to compare prices and carefully select products with international and governmental certifications. Prioritising brands with sufficient product liability insurance coverage or bank-backed performance guarantees can help prevent water leakage issues and the frustration of unresolved complaints.
