I have two of the Drinkwell Platinum fountains. I keep having to replace the pumps every 6 - 8 months. It works when I unplug the pump / fountain for cleaning; however, after cleaning when I go to plug the pump back in it does not work. I have just ordered another three pumps because I have already used both spare pumps which I ordered back on 4/7/15. Goes to show that companies make cheap products so they break and you have to replace them often.
We are sorry to hear of the distress you have experienced with your pumps. Please know that there are many factors to consider. The pumps are susceptible to power surges, additionally, you want to be certain that the pump is being fully disassembled as it is show in the manual every 1-2 weeks. When the impeller is out f the pump, it may be a good idea to put a smudge of vegetable oil or olive oil on the magnetic end (something safe and consumable). Please also know that the fountain has a 1 year warranty, and if the pumps are purchased separately they have a 90 day warranty. If you have any further questions or concerns, please give us a call at 1-800-732-2677.
We've had our unit about 6 months. Pump is barely putting out a stream. Stock up on the replacement parts for they aren't made anymore... $100+ is a lot to drop on another fountain. Also suggest putting another stainless steel screen in front of the plastic screen, or thin meshy fabric to catch debris before it goes into the pump. Place it in front of the gray removable piece in the actual bowl.
PETSAFE RESPONSE: Thank you for sharing your feedback! We are sorry to hear that you are having trouble with your pump! If you have noticed a weak flow from your fountain regardless of your flow control setting, we would suggest to ensure that your pump has been properly cleaned. We recommend to clean your pump about every 2 weeks to remove debris that could have gone inside the pump. If you are still experiencing issues with your fountain, please contact our Customer Care Center at 1-800-732-2677 for troubleshooting and replacement assistance.
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.