The reported complaint was confirmed.Per data log analysis, on (b)(6) 2019, large roller pump reported many 'underspeed (head < demand)' and two 'underspeed (belt slip)' events as reported.The log confirms the complaint.During laboratory analysis, the product surveillance technician (pst) observed that the large roller pump did not perform according to product specifications.He observed multiple underspeed events.He replaced the motor/encoder assembly with a lab use only motor/encoder assembly and the issue was resolved, determining that the customer's motor/encoder assembly was defective.Washers were also found to be missing from the motor assembly.The service repair technician (srt) also found that the pin for the motor encoder cable assembly was pushed out of the connector.The motor/encoder assembly was replaced.The unit operated to the manufacturer's specifications.If additional information becomes available on this complaint that would alter the facts and/or conclusion, a supplemental report will be filed accordingly.
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