I want to let people know about the problems and very bad service I
received from Big Iron Drilling Company with regards to their
Springtime water distiller.
My family spent $3000.00 on a "Spring Time" water distiller from "Big
Irion Drilling" after the reverse osmosis water purification system in
our home started to leak. I was seeking a better solution to a need
for my family to have good drinking water on our acreage from a local
This distiller unit worked well for one month then started to act up,
by not producing water as quickly as it had been and then stopped
producing water all together. I was unable to get useful assistance
from Big Iron Drilling over the phone over the following weeks, when I
did get a service person on the phone I was told that my "No cost 90
day warranty" did not include in home repair, diagnosis of the
problem, pick up or replacement or a replacement source of water while
the unit is being repaired. They told me that the problem could not be
diagnosed over the phone so the unit had to be disassembled, boxed and
shipped to them (by me). They would repair it and ship it back to me
and I would install it. They said if it did not work then, I would
ship it to them once again and back and forth it would go.
I did not believe the problem was with the unit itself, but rather the
way it had been installed (by them) as such I thought removing it and
sending it in would be no help but that was the only service they
would agree to.
So I sent the unit off collect by Greyhound bus to the shop in
Edmonton. 3 weeks later I had not heard if they had received the unit,
if it was damaged and or repaired or any information from the company,
so I wrote a letter to the President of the company Mr. Ray Field and
told him how unhappy I was with the equipment and their service and
suggested that they keep the unit and refunds my money (less 10% for
handling) and I would go away. 2 weeks later I received a call from
Mr. Field who gave many excuses for the problems; even though he did
not have the info about what was actually wrong with the unit. He
refused my request for a refund and only wanted to install the unit in
my home. I was very frustrated.
At this point it appears to me that my only choices are to let them re-
install this unit and pray that it works properly, or to sue them. I
understood letting them back into my home would negate any chance to
sue them in the future.
Without any other reasonable choice but to commence with a law suit I
allowed them to re-install this unit but insisted that they come and
install it so I would not be blamed for any future malfunctions. I
also insisted and received a written warranty for one year of in home
service for any future problems. I was unable to get any compensation
for my troubles.
This "new" unit (distiller #2) worked for about one month before
causing an electrical short and tripping the breaker. Big Iron did
come and replace this unit with another (distiller #3) which worked
for less than one week before it's high water limit switch failed and
it soaked my drywall completely
Big Iron returned again and replaced unit #3 with Unit#2 which had
been repaired. As of spring 2007 this unit still works. But the
process has been very dissatisfying
*The equipment is unreliable; at least three units have been in my
home and they have all failed at least once.
The warranty is worthless: it does not cover in-home repair and does
not detail what it does include. The customer is left to absorb the
-replacement water source for several months while units are getting
-packing materials for shipping the unit back to the supplier (my
concern was if it is damaged in transit is it my fault for not packing
it correctly and how would I determine if they were telling the truth
about the cause of such damage)
-my time or gas for picking up and dropping off this unit to the bus
depot. (I live on an acreage outside the city of Calgary, and as such
am a long way from the bus depot and do not go to that area of the
city very often)
*The customer service is very poor. No one called in first 2 months to
ask how it was going, I guess they don't care. When I called for help
they offered none. They told me it was my fault for living in a place
with well water. I had to suggest a resolution to this problem as they
did not have any suggestions. We negotiated a one year warranty, for
in-home service and replacement unit any time they have to remove
My family has been without the good quality drinking water that I
purchased form Big Iron as a result of the failure of this equipment.
NOTE: In the end Big Iron has determined that the increased build up
of minerals in the distiller #1 caused its failure and, without coming
to my home, they believe this is due to the water softener in my home
not softening the water enough. Perhaps this is the problem and
perhaps it could have been corrected in my home, if they had attended
as requested. And cleaned the unit on site, perhaps this would not
have taken so long.
I do not understand why they would rather have me as a hostile
customer, than a happy ex-customer.