When you need help with your Simple Pump, our technical support team is here to assist. This guide covers common issues and how to get help.
Contact Technical Support
Phone: 877-492-8711 ext. 6
When to Call
- Installation questions
- Troubleshooting problems
- Parts identification
- Warranty questions
- Technical guidance
What to Have Ready
- Your pump configuration (cylinder model)
- Well specifications (depth, water level)
- Description of issue
- When problem started
- Any recent changes
Common Troubleshooting
Problem: No Water Output
Possible Causes:
- Cylinder above water level
- Foot valve stuck
- Air in system
- Seal failure
Troubleshooting Steps:
- Verify water level hasn't dropped
- Continue pumping to clear air
- Check for leaks at connections
- Contact support if persists
Problem: Reduced Output
Possible Causes:
- Seal wear
- Foot valve issue
- Connection leak
- Water level change
Troubleshooting Steps:
- Note when output decreased
- Check all accessible connections
- Consider seal condition
- Contact support for guidance
Problem: Air in Water
Possible Causes:
- Water level near cylinder
- Leak at connection
- Cylinder too shallow
- Air pocket in well
Troubleshooting Steps:
- Verify water level
- Check connection tightness
- Consider deeper cylinder placement
- Pump through to clear air
Problem: Hard to Pump
Possible Causes:
- Binding in mechanism
- Seal friction
- Debris in cylinder
- Mechanical issue
Troubleshooting Steps:
- Check for obvious binding
- Note if sudden or gradual
- Listen for unusual sounds
- Contact support for diagnosis
Problem: Motor Won't Run
Possible Causes:
- Power supply issue
- Connection problem
- Motor issue
- Controller problem
Troubleshooting Steps:
- Check power source (battery voltage)
- Verify all connections
- Test with multimeter if available
- Contact support for motor diagnosis
Problem: Motor Runs But No Water
Possible Causes:
- Drive linkage issue
- In-well component problem
- Water level below cylinder
- Mechanical disconnect
Troubleshooting Steps:
- Verify linkage is connected
- Check if pump rod moves
- Try hand operation
- Contact support if needed
Maintenance Issues
Seal Replacement Timing
Replace seals when you notice:
- Significant output reduction
- Consistent air in water
- Changes in pumping feel
- Recommended: Every 3-10 years depending on use
Seal Replacement Help
- See maintenance documentation
- Watch tutorial videos
- Contact support for guidance
- Consider professional service if needed
Warranty Support
What's Covered
- Lifetime warranty on non-wear parts
- 18-month warranty on motors
- Manufacturing defects
- Materials and workmanship
How to Make a Claim
- Contact technical support
- Describe the issue
- Provide photos if requested
- We'll determine coverage
- Replacement parts shipped if warranted
Warranty Process
Most claims resolved quickly:
- Photos usually sufficient
- Personal attention from owner
- Prompt resolution
Parts Support
Identifying Parts Needed
Not sure what part you need?
- Describe symptoms
- We'll help identify
- Correct part specified
- Order placed easily
Ordering Parts
- View Parts Catalog
- Phone ordering available
- Technical guidance included
Installation Support
During Installation
Questions during installation?
- Call technical support
- We'll guide you through
- Help with unexpected issues
- Ensure proper setup
After Installation
Problems after install?
- Contact support
- Troubleshoot together
- Resolve issues quickly
Resources
Documentation
- Installation manual (included)
- Maintenance guide
- Support articles
Videos
- Installation tutorials
- Maintenance procedures
- Troubleshooting guides
Online Support
- Support articles library
- FAQ sections
- Contact forms
Emergency Situations
If You Urgently Need Water
- Try hand operation if motor fails
- Check simple causes first
- Call support for immediate help
- We prioritize urgent situations
Backup Planning
- Keep spare parts kit on hand
- Know basic troubleshooting
- Have support number accessible
Getting the Best Support
Be Prepared
- Know your system configuration
- Have well specs available
- Describe issue clearly
- Note recent changes
Be Patient
- Some issues need investigation
- Follow troubleshooting steps
- We'll work through it together