Unhappy customer
Did not replace alkaline filter system for a year, so did not use it for a year. Rang this year to order, was told filter system $290, we had previously paid $165. I said we could not afford $290, no offer of afterpay so we left it. System started to leak so phoned again, got same answer, no offer of afterpay, so I asked and was told yes if you order on line. System is now leaking. We tried to turn the water off following instructions given but it continued to leak, now a big leak. My husband rang and was told we needed to buy a new top part, $290 for part, $99 for plumber call out. We have since removed all the filters completely, managed to stop the water leak, have $290 worth of new, useless to us filters and still paying for them on afterpay. When buying system nothing was said of requiring top replacement, or $290 filter system every 2 years, norm is $165. Was told after 10 years, free update, but of course we are a couple of years off that. Feeling duped and not happy is an understatement. Initial phone help was only helpful if you wanted to reorder. So obviously not recommending GreatWaterFilter product or service.
Reply from Great Water Filters Australia - Shepparton
Thank you for your review and for being a long-time customer—we truly appreciate your support over the years.
We're genuinely sorry to hear about the challenges you've experienced recently with your system. We understand the impact pricing changes can have, especially after the end of our long-running 50% discount program last year. Please know it was never our intention to cause any distress, and we certainly did not want you to feel pressured into continuing with something that was no longer affordable for your household.
We’re grateful you reached out, and we did our best to provide the full picture, including the available payment options through Afterpay, Humm, and Zip. These were introduced to help ease the burden for families and pensioners alike, and we’re sorry this wasn’t clearly communicated earlier in the process.
As for the leak, we understand how frustrating that must have been. When filters are left inactive for extended periods, pressure build-up or hardened seals can sometimes lead to wear, which unfortunately may require a top replacement. We aim to keep parts and labour as fair as possible while still ensuring system safety and longevity.
We’d love to help further if the leak returns—please don’t hesitate to reach out.
Warm regards,
The Great Water Filters Team