Pool Supply Unlimited

We are sorry to hear of your warranty assistance trouble with the Compupool *** purchased on March 3, This item has a Manufacturer's Warranty Contact information for Compupool (an Australian company) is *** and phone number is *** We advised you of this
warranty policy several times during correspondence In addition, warranty information is provided on our website: https://www.poolsupplyunlimited.com/returnspolicy While we understand your urgency in correcting defective cell, we also appreciate your patience as we experience an enormous increase in phone calls, emails and other traffic during this peak swimming time
Ultimately we attempted to reconcile your warranty claim ourselves by shipping, free of cost, a replacement *** You refused to receive this replacement so we have intercepted this shipment (Tracking #***) and it is on it's way back to us We hope you have better luck with the cell purchased elsewhere and hope you have a terrific swim season As a side note, the purpose of the *** is to generate chlorine in your pool If the *** fails to operate, it does not render your pool "unusable" It simply means you need to add chlorine to your pool by other means

Initial Business Response /* (1000, 7, 2015/09/28) */
We are sorry to hear customer had an unpleasant experience with Pool Supply Unlimited We have different information from beginning of this transaction to present, but would like to come to an amicable agreement Therefore, we agree to credit
customer with 25% restock fee We are waiting for credit from PentairAs soon as we receive credit (this week), we will process credit for customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Mr***,
Thank you for shopping with Pool Supply UnlimitedWe appreciate your business
Very sorry to hear about this ordeal, it is our pleasure to resolve this for you ***Any time you need anything you feel free to use my email, or give a call and I will take care of you
personally every time
- Attached is a copy of your new order
o Card information will be deleted upon return of the damaged pump
- The return label for that pump is attached to this email to send back at your convenience
o Simply follow the directions below
Please just print and tape to the box, once you do so give the package to any UPS Driver or drop off at any UPS Store and once the item is returned to us and a credit will be issuedPlease include a copy of your receipt or packing slip inside the box and do not mark the manufacturers box in anywayOnce the item is received a credit will be issued within 3-business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12720212, and find that this resolution is satisfactory to me.They took care of
the problemTheir communication was not particularly prompt, but again, they fixed the problem completelyThanks

Wow, did we blow this customer experience! We completely agree that it is not right to offer free local pick up and then attempt to charge for shipping w/o notifying customer upon checkout We are changing the communication at checkout to clear up this confusion
We are also reaching out to
customer to resolve this order

A replacement motor was sent to customer on 3/6, received on 3/8. Tracking is attached

I am rejecting this response because:
I received the replacement pump today and I will send it back on Monday because it is in a much worst condition that the one that I already received. Please keep this complaint open until I receive a new replacement pump.

Initial Business Response /* (1000, 11, 2015/09/29) */
We are sorry to hear about customer's negative experience with In Stock Pool Supply As with most of our competitors, the file photo of the *** on our website shows a Sense & Dispense Sensor Kit in the product photo However, nowhere on
the product page does it say the *** Sense & Dispense Chemistry Kit is included with the *** system We stand behind our offer to send customer a return label and provide 100% credit back to her for her original purchase once we receive the unit back Or, we can sell the Sense & Dispense upgrade at a discount As customer mentioned in her original complaint, we have the lowest price on the *** system No competitor sells this system for the same price and includes AQL-CHEM
Initial Consumer Rebuttal /* (2000, 13, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Seems I have no choice

Initial Business Response /* (1000, 12, 2016/06/29) */
The lack of communication that took place with missing items on this order was unacceptable At Pool Supply Unlimited, we pride ourselves on top quality customer service and have taken necessary steps to prevent this type of poor service from
happening again Customer was credited the $she requested for missing items
Initial Consumer Rebuttal /* (2000, 14, 2016/06/29) */
I have received a refund
Case Closed
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

There seems to be a misunderstanding as to the return procedures of Pool Supply Unlimited Originally this return was filed as a warranty/non-operating return request As per Manufacturer (Pentair) protocol, warranty issues are addressed and handled by the manufacturer When approved by Pentair,
we can take the item back for a refund, less original shipping fees This is due to the fact that the Manufacturer does not reimburse us for original shipping fees Due to the miscommunication regarding this return, a full credit (100%) has been processed for this return We hope you enjoy the remainder of your swim season

We have absorbed 100% of the cost of this situation by processing a total credit to Mr *** of $ There are many unanswered questions regarding the expedited light and controller delivered on July 13th, We hope Mr *** the best for this and future swim seasons

Unfortunately this was nothing more than a onetime
misunderstanding
which has been resolved.? Customer was notified after error was corrected.? These cleaners have no lead time and are available for special price advertised.? ? ? The marketing department should have informed purchasing and didn’t.? We refunded customer 100% the very next business day after original order was processed.? We strive to provide the highest quality service at the best value and apologize for this error that was handled immediately