This is my first post here in a long time, and I seriously considered not writing it, but the situation I'm about to relate to you has reached a crisis point, and I feel like I have little choice now but to call a manufacturer out in public for shockingly substandard customer service.
The company in question is Canadian firm PurePower, maker of an acclaimed line of AC power regenerators. I've owned their APS 1050 for several years now, and until recently it functioned flawlessly and made a decent improvement to my system's sonics. However, at the very beginning of June, a power surge blew out the input side of the unit and made it nonfunctional. (Interestingly, my other regenerator, a Chinese-made Dussun, escaped unscathed.)
I called PurePower and spoke to a gentleman named Damian. He gave me a repair quote over the phone and told me to send the unit in. It arrived at PP's Niagara Falls facility on 6/11/15. Damian said it would be a quick repair and would be back to me within a week.
Real long story short, by the middle of July, I had yet to receive my unit back. PP stopped answering my phone calls and emails and repeated requests for a tracking number. Damian's story had changed any number of times over the month PP had my 1050. First he said, "It's going out tomorrow" (that was around the 16th-17th of June), then "It has gone out" (he told me that a couple of times), and then "It's at UPS" (his penultimate lie). Having finally exhausted my patience, I threatened to take this whole thing public and consider legal action if I didn't get a straight answer. Only then, less than half an hour before my deadline to him, did Damian return my call. He said that the company had been on vacation for the past two weeks (though this wasn't reflected on their answering machine or their email, and he even admitted he had been in the office several times during the break). He said the unit was fixed and would go out Tuesday, July 21. Again, he promised me a tracking number.
As of today, July 31, I still have not received my 1050, and the company again is not returning emails. In fact, even more disturbing, their phone number is now out of service. What bothers me most of all, they cashed my check three weeks ago, and I have NOTHING to show for my expenditure. I'll stop short of calling it outright theft, but it sure feels like it.
I am now afraid that I won't see my unit again anytime soon, if ever. It's hard for me to tell if this whole saga is the result of PurePower's utter incompetence or something more malevolent. But, whatever it is, I feel seriously taken advantage of. As I've said, it wouldn't be quite as much of an issue had they not already cashed my check, but the fact that I did my part and paid them and they've completely reneged on theirs--and now refuse to answer inquiries . . . well, that pisses me off. And it won't stand. That's why I've taken to forums like this one to warn fellow audiophiles about PurePower's antics. After doing some research online, it seems that I'm hardly the only one to complain about their customer service in the last few years.
I hate to resort to a post like this, but the audiophile public deserves to know when a manufacturer clearly doesn't do right by its customers. And this, to me, is a case in point. With any luck, this situation will be resolved in my favor and I'll get my 1050 back, but until then, I'm damn well going to let my voice be heard. By its shoddy behavior, PurePower has forced my hand.
P.S. If anyone can suggest any consumer-rights organizations I can contact, I'd appreciate it. I've already reached out to the Ontario Ministry of Consumer Services, but have yet to hear back from them.
Stop calling me. I have nothing else to say or discuss with you.
I have given you enough chances and warnings to do the right thing and you simply ignored me, and continue to spew non-sense. I have wasted enough time and energy in dealing with your shenanigans.
You want to resolve this issue, like you said in the voice message you left me in my voicemail? Just refund my money. PERIOD!
Well, well, it seems 24 Hume St. is the home of the Plattsville Grist Mill. Yikes! And then there is this.... http://www.purepoweraps.com/TheRealPurePower.htm It's pretty bad when you have to research an audio company to see if it's legit. Good Luck!
let me illustrate the night and day difference I’ve had between auditioning PS Audio gear and PurePower gear.
No need to say more about my bad experience with this disreputable, or rather, this fraud and scamer PurePower.
Fall of 2017 I had an opportunity to audition PS Audio’s DirectStream DAC + DirectStream Memory Player. PS Audio took my credit card info and then sent me the equipment. Due to some personal commitments that came up unexpectedly, I was not able to spend the desired time to audition. PS Audio graciously provided me additional time. In the end, unfortunately I decided that I would stick to my current SACD player so I can put my money into other areas where my system is in more urgent need of improvements.
If memory served me right, I don’t believe that at any time during this extended trial period did PS Audio ever charged my credit card. And when I informed PS Audio with my decision, Kevin Jackson responded very courteously and professionally. He thanked me for giving PS Audio a try, and said that he hoped at least that I had fun with my auditioning (and comparing with my own SACD). He promptly emailed me the return authorization and shipping label.
=== When I realized that the ’new model’ PurePower+ 3000 Gold was buzzing just as badly as the two units I received last year, I called up Kevin Jackson of PS Audio and inquired about home trial of their new DirectStream Power Plant 20. At the time, I only had less than 2 weeks before family events would prevent me from playing with my audio system. Kevin remembers me, of course, but that does not prevent him from graciously offering to send the P20 to me right away so that I can try it out during this short period of free time, and he would extend the normal trial period so that when I become less occupied, that I would be able to continue my audition.
Shortly after I tried the PS Audio Power Plant 20, I was reasonably sure that I would keep it, but I didn’t call Kevin to tell him that. Several weeks later when I had more time I continued my audition. Our agreement was that unless I contact PS Audio and request to end and return the trial equipment, that means I would keep it. So I kept the P20, and it was only after this extended trial period had ended, and that I didn’t request to return the equipment to PS Audio, did PS Audio finally charged my credit card for the cost of that DirectStream Power Plant 20. == So there you have it, night and day differences between dealing with a reputable company like the PS Audio, versus dealing with the two fraudsters Richard and Damian Janzen who run the PurePower.
The situation reported has been presented unfairly we believe and includes completely false information regarding PurePower.
We were working to solve a problem with a PurePower installation in California for over a year providing multiple replacement units and various solutions which were not effective.
All three units provided him functioned perfectly on initial build and later on return inspection.
After over a year, the customer finally disclosed that he had a solar installation with inverters attached to his home, generating high harmonics. Had we known he had a solar install, we would have had a solution almost immediately instead of trying to find a fix something that wasn’t broken.
There was no claim that the PurePower units did not provide perfect and isolated regenerated AC, or that the desired performance improvement of the connected components was not met, but the problem with the off grid solar power caused loud harmonic buzzing in our input filter circuits at a level we have never before heard.
Regardless, we will ensure that the customer receives full restitution as warranted. We did not refuse to refund his purchase price at any time. We simply promised to accept his return - after a full year - resell that unit to another customer and provide a full refund the minute it is sold. We feel that is eminently fair for a custom built and configured product.
(The unit in question, a lightly used PurePower Gold 3000 model with lithium battery pack and gold/silver power path and internal wiring is available for $5995 - compared to its MSRP of $10,700)
On the matter of “The Real” PurePower:
- PurePower began in 2003 with 100% North American parts, manufacturing and assembly with 1st Gen models. - In 2006 we outsourced some board production to Taipei for the 2nd Gen models with the remainder of production and assembly in Canada. - We slowly increased outsourcing of parts over the next 5 years until most of the unit was produced and assembled overseas. - In 2011 our primary supplier attempted an outrageous brand and product theft. This is fully documented in the court papers made available on our web site and was resolved completely in our favor (against the ProPower people) by the 6th Circuit in Florida with an award of $650,000. This award remains entirely outstanding. We maintain no relation with the former sub-supplier in any way and they remain under permanent court injunction. - 2012 was occupied with the above legal issues, and a full year of design of our 3rd Gen “Plus” models as well as bringing all production and assembly back to Canada. - A long and difficult period of recovery ensued. The disruption to the company caused by the attempted hijacking of our brand and products were severe with years of lingering effects. - 2017 through this year saw our development and release of the new 4th Gen. PurePower Gold product line – also with North American production and assembly in our Canada facility.
PurePower makes great AC regeneration products. We believe we deal in good faith and try to provide good and timely service to our dealers and customers. In this case we went well beyond normal support and incurred significant expenses, that it turns out were unnecessary.
"functioned perfectly on initial build and later on return inspection."
Readers only have to go back to my earlier posting on 7/20/2018 at 12:55pm to know what you said is total lie.
On May 23, 2017, at 3:31 PM, Richard Janzen <richard@purepoweraps.com> wrote:
Hi Charles,
We have found that an entire batch of 3000 motheboards have noisy output filter circuits.
And in your email dated August 2017
On Aug 22, 2017, at 12:47 PM, Richard Janzen <richard@purepoweraps.com> wrote:
Hi Charles,
Sorry for our excessively long delay. Let me explain what we have been up to. Its a long email, but hopfully worth the read.
As you already know, the model 3000 120 volt unit shipped to you suffered from an excessively noisy cap and coil in the output filter.
We unfortunately shipped 2 units with this problem.
I attach a photo of the offending cap and coil
We pot the coils in a special epoxy to prevent coil movement and keeps the coil silent.
We cover the capacitor in a sound absorbing clay material that is very effective in soaking up high frequency noise.
For three years this treatment has kept our filter boards nice and quiet.
Then we received a new batch of boards from our supplier and didn’t suspect a thing until you and the other customer plugged in your amplifiers.
Since then we have been trying to resolve this seemingly simple issue.
We did find an alternative capacitor - an oil filled cap - that is completely silent.
The unit with the new cap was tested by our dealer, and he decided it was quiet enough for normal audio listening. He shipped the unit back to the customer - who says he is perfectly happy and cannot hear any audible sound.
However, in your case we think we need perfection. It was not as quiet as it shoudl be. We needed a completely silent coil as well.
We did find an alternate supplier, who promised us that he could build us a perfect silent coil, but the timeline, and price were a problem.
So we decided instead to wait for the new PurePower Gold introduction.
Main take away from your email are:
1. shipped to you suffered from an excessively noisy cap and coil in the output filter.
2. and didn’t suspect a thing until you and the other customer plugged in your amplifiers.
Readers, please note especially the statement "YOU AND THE OTHER customer ..."
Your claim that my solar setup is responsible for your unit to buzz is purely YOUR conjecture (and frankly, I don’t believe that b.s, but that is beside the point).
Basically ...
your product does not perform or work well under customer’s environment
customer had your equipment for a total of about 10+ minutes before they were boxed and shipped back to you
you had every opportunity to tell me that you don’t think you guys can make it work and I would be fine with that (and would have great respect for you as a person and as a business man
you made me wait for 15 months then come back and told me you are, sort of speaking, doing me a favor by accepting my return after over a year
you claim you did not ’refuse’ to refund, but your not refunding me for nearly 3 months by now constitutes a refusal to refund me my money. You had no ground to claim that just because you don’t have the money that I have to wait for you to sell your next unit before I can get my money
I would like to further explain why I don’t believe Richard’s claim that solar power was to blame.
Before I shipped the 3rd unit (the ’new’ PurePower+ 3000 Gold) back to you, I had already received the PS Audio DirectStream P20.
I plugged the PurePower to the PS Audio P20 (i.e., PurePower getting its AC from the PS Audio), and the PurePower buzzed just as badly as when it was plugged in directly to a 20-amp dedicated wall outlet.
I’m sorry to hear about their poor customer service of late. I’ve corresponded with both Richard and Damien about 3 years ago. Both were very proactive with prompt correspondence—even on weekends. After further reflection, I declined to obtain the tech as it appeared the battery packs had a limited lifespan. Those are the most costly aspects of their power conditioner tech.
WARNING about Purepower: If you just read in Audiogone the truth is very apparent and I do not need to go into it. Last year I had 2 of their units in for repairs and after many months of all the same type of BS, and getting nowhere, I finally reached them by phone. I told them I was interested in a 3000 unit, the most expensive. They said they could ship me one "right now". I said that sounded good, but I needed my 1500 and my 2000 back first and then they could have my money for the new one. I got both back within a week, after paying more for the Tariff ! Yes, I played them. Yes I feel crappy for resorting to this lie to get back my units, but nothing else worked for over a year. I now have both units which I will never use and I can't sell them because I will not subject anyone else to Purepower. Thinking about dropping them at the dump. I will read any comments here, especially any from those two weasels in Canada. I take that back.... I was unfair to the weasels, sorry.
Update: I took both my PurePower units to the dump. I just cannot in good conscience subject anyone else to the shenanigans perpetrated on such a regular basis by Richard and Damien. They lie, cheat and steal from their customers on every level. I cannot count how many times Damien told me my units were repaired and shipped, only to hear some excuse months later when they finally answered the phone. I resorted to blocking my caller ID to get them to answer! I feel great now that the units are gone and trashed, as they should be. Maybe I could have sold them, but I just could not do to someone else what they did to several of us. I have a conscience and they obviously do not. I believe in Karma and it will catch up with them..... These two con artists have given a black eye to the Audio Industry and we are all affected. Fortunately they are part of a small minority `and the industry will prevail and overcome their transgressions.
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