I own a DrinkWell Platinum for 5+ years and never had a pump issue. Out of the box this pump was weak, but since it's a different design than the Platinum, I thought it was normal. 2 months later the pump quits on me.
I email PetSafe and they said to clean it. There was nothing dirty about the pump. I use all filters and the same 2 cats that drank from the Platinum drink from the Pagoda.
They write back - soak the pump. Really? Is this the kind of upkeep I need to do for a pet fountain?
I'm really surprised at the quality that goes into their products. Clearly they are cutting corners and based on other reviewers, I'm not the only one seeing the drop.
PETSAFE RESPONSE: We appreciate your feedback on your experience with the Drinkwell® Pagoda Fountain and our Customer Service. We are sorry to hear of the issues you've encountered, and we are happy to assist you! To get the most out of your fountain, please know that we do recommend that you regularly clean your pump every 2 weeks. This step is essential to the longevity of the fountain as well as the cleanliness of the water. Most issues that customers do experience can be due to buildup that has accrued inside and often cause stress on the pump. To clean the pump, please review the steps that were provided in the email responses from our Product Experts, or you visit the link below. For more information, please contact our Customer Care Center at 1-800-732-2677.