To ask/check

• What type of water has been pumped?

• Ask the customer what they have already tried to fix the problem

• Ask to clean the pump
  The pump could be blocked. Ask to remove the bottom of the pump and check if the impeller rotates

• Ask for photos:
  Picture of the pump including cable and plug: if plug is cut, no warranty!
  Picture of the pump in the original situation: it may help to find the cause
  Picture of the bottom of the pump: it may help to find the cause
  Picture of the top of the pump (electricity part): it may help to find the cause

• Ask for a video
  We need a video where we can see and hear the pump. It is ok to put the pump in a test environment (e.g. bathtub) if that is easier for the customer.

Short circuit

• First thing to do when customer says the pump is causing short circuit is check if the original plug is still attached (see Warranty -  Cutting the plug)

• Also ask to clean the pump as something may block the impeller

• Ask the customer to check the cable for damages

• On the pictures, check if you can see a cord (does the customer use the electric cable to descend the pump...?)

• Ask if they can test another electrical equipment to see if the issue is related to the pump or their own electrical system

Pumps no water

• The pump may be blocked: ask to clean the bottom of the pump

• There could be air in the pump. Ask the customer to put the pump completely under water / tilt the pump to let the air out

Pump does not stop / switch on automatically

• Did the customer order a pump with a float...?

• see Sondes nova up MAE for tips regarding this pump

• Verty nova: the float may be out of place. See below.

Water spraying out of hole

• the DAB NOVA and DAB FEKA 600 have a vent-hole where water is spraying out. This is normal behavior, a new product does not solve this.