0800 PURE WATER

frequently asked questions about pure water services

Please click on the below questions or simply scroll down the page for more questions.

Why should I trust your company?
What are your normal business hours of operation?
How long have you been in business?
Where are you based?
Where do your products come from?
How fair is your pricing structure?
What guarantee is there on the product?
What guarantee is there on you the company?
What happens if I move house?
Do you consult over the phone?
What makes you an expert?
What’s your usual response time?
What happens in an emergency?

Why should I trust your company?

You can trust us for the following reasons:
• Proven track record with over 3000 satisfied clients
• Our clients repeatedly use our services monthly, annually or twice yearly
• Pure Water Services has been around for over 20 years looking after our clients
• Our focus is on the service side of any items we sell, not just the once off quick sale
• Our guarantee says it all.
• We only sell proven reputable brands that are certified for NZ conditions and codes
• Look at our client testimonials to see what people like you have been saying
• Mistakes/accidents happen. If we make one we will tell you and do what it takes to put it right

What are your normal business hours of operation?

We personally answer the phone, Monday through Saturday 7am-7pm
We check messages out of these hours so if its urgent leave a message, we will return your call.
Our technicians work 7am-6pm Monday thru Friday unless by special arrangement.

How long have you been in business?

The name Pure Water Services has been around for over twenty years and has stood the test of time. Today the company is Pure Water Services Ltd., formed in January 2005. It was a joining together of three separate business and combining them into a streamlined service centre.

Together we have over 50 yrs combined practical experience in the water purification business. Two of our advisors Ian Morrison and Eric Vandy were involved at the beginning of water purification being available to the public in New Zealand.

Where are you based?

Our head office is in Warkworth. You have to be based somewhere and the Mahurangi Peninsular is a fantastic place to live and work.

Our business is a service based one, so we run a mobile service and come to you, where you live or work. We cover all of the country nationwide, and personally cover from Wellsford in Rodney down to Taupo and all the bits in between.

We also are affiliated with other main water purification experts around the country who regularly carry out installations and service work on our behalf. No matter where you are we have you covered.

Where do your products come from?

All our water purifiers are manufactured and sourced from the USA and Canada. They are the world leaders in water purification and set the standard for quality and consistency.

You can buy cheaper purifiers from other parts of the world but these constantly break, leak, and explode and cause major problems due to flooding. We know because we constantly are being asked to replace them. You really do get what you pay for! And we don’t settle for second best.

Where possible other products in our range are sourced locally in NZ

How fair is your pricing structure?

This is obviously a loaded question! But we frequently get asked how we compare with others. The answer is simple; you get what you pay for! When you buy our product, usually we are the ones installing and servicing your purifier. When this happens you become a client and our mission is to keep you. If you have any problems we will be there straight away and fix it or find a better solution. We always find a solution and never walk away from a client.

When you choose us you are really buying our top service guarantee and giving yourself the health and wellness you can get from a water purifier.

We are not the most expensive company, some with bigger brand names charge more for a retail sale, than we do for the product and installation, and the product comes from the same factory in the USA! We believe you receive very good value for money in all our products. We want to stay around and keep servicing our clients. We generate profit every year and use it to re-invest in the company and our local communities.

If you want the cheapest products I suggest you go else where. I do have a question for you though, "what value are you putting on your families/workers health?" If the cheaper filters did what they say they did and they were proven as reliable then we would be using them.

What guarantee is there on the product?

All our products carry a 12month warranty. On consumable products we offer a pro-rata replacement warranty. This means we fix it for free and you only pay for what you used.

Our UV chambers and Homespring Membranes both have a 5yr pro-rata replacement warranty.

Our personal Guarantee is this. We won’t sell you anything you don’t need or won’t work. If you’re not happy within the first 30 days we will give you a full 100% refund and remove the unit. We have never had to do this yet!! read more

What guarantee is there on you the company?

Peace of mind. We have full comprehensive public liability insurance covering all our work and craftsmanship including installations. We have thousands of clients and have never had a claim.

More importantly you have our reputation in your home. Much of our business is through referral from clients. This is our most treasured asset and we will go the extra mile for you, always.

Pure Water Services has been around for 20 years and have made plans for the next 20 and beyond. Change is always occurring but we will always stick to our values and foundations.

What happens if I move house?

Great! If you have an underbench unit we will give you a good discount on a new one at your new home. This way you get a new water purifier and we get another client.

If you have a whole house solution and you don’t want to leave it then we can come and remove it, re-plumb the pipes and re-install at your new home. No problem.

Do you consult over the phone?

Yes, we do a lot of consultation over the phone, feel free to ring for a quote or advice. Our services are usually free.

At all times we have access to the top advisors in New Zealand and overseas who see the bigger picture and can make the best recommendations. This valuable asset means we are experts at giving you the right information and product. We won't sell you anything you don't need or doesn't work to your complete satisfaction.

What makes you an expert?

Many years working in the industry and constant training keep us up to date with all relevant water purification developments. In the unlikely event we don’t know the answer, we have access to the top advisors in New Zealand and overseas who see the bigger picture and can make the best recommendations.

This valuable asset means we are experts at giving you the right information and product. We won’t sell you anything you don’t need or won't work.

What’s your usual response time?

Having received a service request we are usually onsite within 24hrs. This usually depends on the urgency and where our service technicians are working when we receive your call. Our technicians cover a large area so can guarantee to have your request taken care of immediately.

What happens in an emergency?

Occasionally things go wrong. More often than not this is a result of someone else having either done the installation incorrectly, used poor quality products or not installing pressure reducing valves.

If you do have a flood, turn off your water supply. All water purifiers have a tap on the inlet side to the purifier, turn this off first. If you are still having problems turn off your mains which is usually located on the outside of the building near the road side under a blue or black cover.

Then contact us on 0800 787 392 and we will have a technician out to you very soon.