Simpson Customer Care: An Expert, Practical Guide

Start Here: Identify Which “Simpson” You Have

“Simpson” is a name used by multiple manufacturers. Matching your product to the correct brand will save you days of back-and-forth. The three most common are: Simpson Cleaning (pressure washers and accessories in North America), Simpson Strong‑Tie (construction connectors, anchors, lateral systems, and software globally), and Simpson home appliances in Australia (a legacy brand serviced by Electrolux Australia). Your model and serial labels will usually identify the correct brand and website.

Look for clues on the product plate or user manual. Pressure washers mention PSI and GPM ratings (for example, 3200 PSI / 2.5 GPM) and often reference HONDA, CRX, or Kohler engines; construction hardware lists connector names like H2.5A or LUS210; Australian appliances show “Simpson” with a model format like SWT+digits or SDW+digits. If in doubt, take a clear photo of the rating plate and search the model on the official sites below before you contact support.

Official Customer Care Portals and Contact Options

Use only the official contact portals for phone numbers, forms, and live chat. Third‑party directories frequently list outdated numbers. Expect web forms to request your model, serial, purchase date, and a concise fault description; most portals confirm receipt instantly and assign a case number within minutes.

• Simpson Cleaning (pressure washers): simpsoncleaning.com/support and simpsoncleaning.com/warranty
• Simpson Strong‑Tie (construction products): strongtie.com/contact and strongtie.com/techsupport
• Simpson appliances (Australia, serviced by Electrolux): electrolux.com.au/support and electrolux.com.au/service

What to Prepare Before You Contact Simpson

Having complete details will shorten your time to resolution by 30–60% based on typical first‑contact resolution metrics. Photograph labels and receipts in good light and keep file sizes under 5 MB to avoid webform upload errors. If you’re a contractor, add jobsite name, code references, and plan sheets to accelerate technical reviews.

• Model and serial number: found on the frame or pump (pressure washers), on the connector packaging/data sheet (construction hardware), or inside the door/behind the kick plate (appliances). Serial formats typically run 8–12 alphanumeric characters.
• Proof of purchase: retailer invoice or emailed receipt with date, price, and supplier name. For warranty validation, make sure the date is readable; if faded, scan at 300 dpi.
• Operating details: runtime hours for engines, PSI/GPM readings if known, temperature/voltage where applicable, installed fastener types for connectors, cycle count for washers.
• Photos or short video: 10–30 seconds showing the fault (error codes, leaks, low pressure, misalignment). Include a wide shot for context and a close‑up of the issue.
• Safety and access notes: preferred contact window, site access constraints, parking instructions, and any required induction documents for technicians.

Warranty Coverage: What’s Typical by Product Line

Pressure washers from Simpson Cleaning commonly carry multi‑component warranties: frames often 5 years, pumps 1–5 years depending on brand (OEM axial vs. AAA/Comet/General Pump), and engines per engine manufacturer (for example, 2–3 years consumer use from Honda or Kohler). Accessories like hoses, guns, and nozzles are commonly covered for 90 days to 1 year. Always confirm your exact model’s warranty PDF at simpsoncleaning.com/warranty.

Simpson Strong‑Tie covers product quality and manufacturing defects as defined in its legal terms and product evaluation reports. The company’s products are engineered to meet published load values and code requirements when installed as specified; warranty remedies generally include replacement of defective products. Technical suitability for a particular application is addressed via engineering support rather than a time‑limited “consumer” warranty—see strongtie.com/legal and the product’s code reports for specifics.

Simpson appliances in Australia are supported by Electrolux. Most new appliances sold retail include a 2‑year manufacturer’s warranty under Australian Consumer Law, with some components (e.g., motors) occasionally carrying longer parts coverage. Electrolux typically maintains parts availability for many years after discontinuation; check electrolux.com.au/support for your model’s terms and spare‑parts availability.

Booking Service and Expected Timelines

For appliances in metro Australia, authorized service visits are commonly scheduled within 3–5 business days, with emergency slots for water leaks or electrical hazards. Regional and remote areas may require 7–10 business days depending on technician coverage and parts stock. If a part is back‑ordered, expect a revised ETA by email within 24–48 hours.

For pressure washers, warranty claims frequently start with a diagnostic checklist and short video; if a pump or accessory is confirmed faulty, shipping of replacement components often occurs within 2–5 business days. Engine issues are typically handled through the engine maker’s authorized network, which can be located via the engine manufacturer’s “Service Locator” pages using your ZIP/postcode.

Out‑of‑Warranty Costs: Realistic Ranges

Australia appliances: standard call‑out in major cities often ranges from AUD 150–220, usually including the first 15–30 minutes of labor; additional labor can be AUD 25–40 per 15 minutes. Common parts prices: inlet valves AUD 45–95, door seals AUD 80–180, drain pumps AUD 90–180. Expect a transparent quote before work proceeds.

Pressure washers: consumer axial pumps commonly cost USD 120–220; triplex pumps USD 200–450 depending on PSI/GPM; 25–50 ft hoses USD 30–90; spray guns USD 20–60; nozzles USD 3–8 each. If you use a local small‑engine shop, bench diagnostics typically run USD 40–80, credited toward repair if approved.

Quick Triage You Can Do Before Calling

The steps below solve a large portion of “no start,” “low pressure,” and “not working” complaints and can turn a multi‑day ticket into a same‑call resolution. Capture any error codes or LED blink patterns before resetting power.

• Pressure washers: verify fresh fuel (<30 days old) and correct oil levels; confirm water supply ≥ 2.0 GPM and 20–60 PSI at the tap; purge air by running with the trigger open for 60–90 seconds; clean or replace the inlet screen; try a new 0°, 15°, 25°, or 40° nozzle sized to your machine’s flow (for example, 3.0–3.5 orifice for 2.5 GPM). Low pressure is often a clogged nozzle or an unloader valve stuck from storage—exercising the trigger 10–15 times sometimes frees it.
• Appliances (washers/dryers): power cycle for 60 seconds; confirm cold/hot taps open and inlet screens clear; check drain hose height (commonly 650–1000 mm above floor); clean lint filter and condenser (if applicable). Note any fault codes like E10, E20, or E40 for washers; these point to fill, drain, or door lock issues respectively.
• Construction connectors: verify the exact part number (e.g., H1 vs. H10A) and compare installed fasteners to the load table. Substituting 8d for 10d nails can reduce capacity by 20–40%. If your application differs from the catalog detail, compile photos, member species/grade, loads (ASD/LRFD), and code edition (for example, 2021 IBC or AS 1684 in AU) before contacting tech support.

Escalations and Case Management

Always keep your case number. If you do not receive a response within 2 business days, reply to the original confirmation or re‑submit via the official contact portal noting your existing case ID and any new photos or videos. Ask explicitly for an “escalation review” if the product is inoperable and within warranty.

For unresolved technical disagreements (for example, construction applications), request a written engineering response or a stamped project letter where applicable. For appliances, you can request a second‑opinion appointment if the fault recurs within 30 days of a repair. For pressure washer parts with repeated failures, request an RMA evaluation; include the serial number, hours on unit, and water chemistry notes if scale or corrosion is suspected.

Documentation and Compliance

Attach the correct documentation to speed approvals. For construction hardware, include plan sheets, load paths, and code references; Simpson Strong‑Tie technical support will cite catalog tables and code reports that match your design scenario. In many jurisdictions you’ll be asked to reference specific evaluation reports or test reports published on strongtie.com.

For appliances, keep installation and service records. Under Australian Consumer Law, remedies can extend beyond the nominal warranty period for major failures; providing a clear service history with dates and costs strengthens your claim. For pressure washers, maintenance logs (oil changes every 50 hours, pump oil as specified, storage with pump saver) significantly improve goodwill outcomes.

Where to Find Verified Contact Details

Because phone numbers and hours vary by region and change over time, use these official directories to retrieve the current details for your postcode or state. Bookmark the pages so you can check status updates and service ETAs without re‑submitting your case.

Simpson Cleaning support: simpsoncleaning.com/support. Simpson Strong‑Tie contact and tech support: strongtie.com/contact and strongtie.com/techsupport. Electrolux Australia service for Simpson appliances: electrolux.com.au/service and electrolux.com.au/support. If a retailer sold you the product within the last 30 days, you can often speed replacement by contacting the retailer first with your receipt and serial number.