Zodiac Pool Systems Inc

Hello Revdex.com,
 
We contacted the customer, and apologized for the situation, and our lack of response to Mr. [redacted]s request. We did process the order, and will be shipping it our Fed Ex 2 day. The customer is very happy with the outcome.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I was not happy about having to involve Revdex.com for a resolution but the company did comply quickly.   
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The salt system is under warranty, I demand to get the cell for free.
Regards,
[redacted]

We have spoke with Ms. [redacted], and are in the process of sending her the internal components to resolve the issue she has experienced. She was satisfied with this outcome.  Thank you,  [redacted]

Hi,[redacted],I'd like to thank you for your hard work and diligence. Zodiac Pools finally sent me another debit card for the amount of $95.72.I will say this:1) The debit card is not easy to use. One calls the 800-number of the card-issuing company (not Zodiac) and an automatic response assigns you a code number to use when making a purchase. When you go to a retailer, however (in my case the other day), the debit card doesn't work. The cashier at this particular establishment advised me to use it as a credit card. I did. It worked. Again, I can imagine the average consumer (like me) being frustrated and embarrassed by this, maybe even abandoning further attempts to use the card. Is that the intent of companies that offer such rebates?2) I read your e-mail with the following message from Zodiac:Date Sent: 1/16/2015 12:15:59 PMSpoke with Mr. [redacted] in regards to his rebate, and card has been reissued this week in the amount of $95.72. Confirmation number [redacted]. Card should be mailed next week to customer. This is a fabrication.  I spoke to no one from Zodiac and never returned their calls. I left everything up to you and the Revdex.com. Is it any wonder then that they didn't honor their initial promise? This is not an ethical outfit.In closing,[redacted], thank you again and thank you for the work the Revdex.com does.sincerely,[redacted]

Bought: one Zodiac MX8 #[redacted]   $499 –(10%)  49.90 = 449.10 + tax 35.92 = $485.02
 
Where:  [redacted]
               [redacted]
 
 
Serial Number: [redacted] Store# 17971
 
Unique Promo Code: [redacted]
 
Problem: Full rebate not given after it was promised. I agreed to $105 -$10 (handling charges). Revdex.com suggested you would like full details of the purchase. You now have them as does Revdex.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There was no sight visit as stated.  I have no other "water chemistry" issues and maintain my pool in the same manner that I always have. There is no disclaimer in the operating manual that states "chemistry levels" that are to be maintained.  There is no disclaimer in the operating manual that states this unit is incapable of picking up sand.  There has been no "excessive" sand in my pool.  I'm just a homeowner that bought a $500 pool cleaner, installed it in my pool, and went on with life as we all do. I'm far too busy to stand around my pool, trying to abuse my cleaner. I've owned pools for for over 20 years.  I've had several brands of cleaners in that time.  I've never had one that lasted 11 weeks (FYI...it was out of the pool, broken, for three weeks before I took it in)  I was and am now using an old Hayward cleaner I still owned.  The plastic on this other cleaner is fine. To make an accusation of negligence is absurd.  Send a professional to my home to examine my pool. If that person reports that I have these chemistry issues, I will close the complaint.  If not, I refuse to close this complaint unless my pool cleaner is repaired.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Zodiac confirmed by email that my salt system is under warranty for 2 reasons :
Zodiac provided a service number to request a technician , see below :
Good morning,
   I've registered your AquaPure for diagnosis and you can take this service request number, [redacted], to any local service provider who can come and take a look for you. To find a local service company in your area, click on the link below. Simply filter by zip code, then “Servicers.” Have a great day.
Zodiac confirmed the date of final warranty as well by email , see below :
Good afternoon,
   I have your AquaPure system installed as of December of 2012 not July. While that make you nearly out of the warranty period, according to our records, you're not yet out of your warranty period. You can ask the pool company to call their Regional Tech Support or their warranty rep here in the office to verify. 
As requested by Zodiac, I asked a technician to check my salt system : he changed the wrong part and know Zodiac asked me to pay the right part. Not fair and out of law.
Regards,
[redacted]

Spoke to Mr. [redacted] in regards to the his rebate, we will be verifying the balance used and re-issuing a new Visa card for the balance of the rebate. Mr. [redacted] was very pleased, he was given a 7-10 day window to receive his new...

card.  
[redacted]
Warranty Administration and Rebate Supervisor | Zodiac Pool Systems, Inc.
2620 Commerce Way, Vista, CA 92081
Office:  760-599-9600 x [redacted] | Mobile: [redacted]
Email: [redacted] | Fax: 800-479-8324

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[If the installation was faulty, why did the pump run for almost an entire year (from August 2015 to June 2016) without any issues, noises flaws etc?  The wiring panel was never accessed post installation and the unit ran without any issues hence it was a failure of internal components not the wiring.]
Regards,
[redacted]

Hello Revdex.com,This unit was self installed by the homeowner [redacted], by his own admission. [redacted] went out and confirm that the pump was damage due to faulty wiring, the homeowner has also stated he wired the power to it and then the unit began to smoke and burn. Due to...

these fact Zodiac is not responsible for the damage to the unit, and this is not considered a manufacturer defect. At this point Zodiac will decline this customer warranty. See account notes, and for our warranty policy below. Thank you [redacted] 30-JUN-2016 11:16:34  Notes: [redacted])       Polaris Note: spoke with pool owner; p/o said that pump had run for several months before stopping to run; I told p/o that we cannot overturn the sales manager decision to decline warranty; I sent a copy of the warranty to p/o[redacted] 30-JUN-2016 10:14:44  Notes: [redacted])       Polaris Note: CUSTOMER WANTS TO SPEAK TO SUPERVISOR. FORWARDED TO [redacted] 30-JUN-2016 09:48:57  Notes: [redacted])       Polaris Note: CUSTOMER CALLED IN. PHONES WENT DOWN. CUSTOMER WARRANTY STILL DECLINED PER [redacted] DUE TO SELF INSTALL.[redacted] 30-JUN-2016 06:38:20  Notes: [redacted])       Polaris Note: [redacted]5:45 AM (52 minutes ago)to me, [redacted] Hey Guys,   Are we able to make a note in the Serial # for the pump below. Warranty is void. Consumer self installed it incorrectly.  --------------------------------------------[redacted]Territory Sales ManagerZodiac Pool Systems, IncCell: [redacted]Fax: [redacted]www.Zodiac.comBegin forwarded message:From: [redacted] <[redacted]>Date: June 30, 2016 at 8:15:02 AM EDTTo: "'[redacted]" <[redacted]>, '[redacted]' <[redacted]>Cc: [redacted] <[redacted]>Subject: FW: Stelth pump wiring.Good Morning, This customer keeps calling Jandy and they keep telling him this 1 year old pump is under warranty.  He keeps calling me to replace and I keep telling him it is not under warranty because he installed it himself and he wired it wrong!   Thanks,[redacted]Service Manager[redacted]P: [redacted]

The issue with [redacted] has been resolved, we are sending out replacement parts (Aquapure board, sensor, CPHVLEDS light engine and gasket) directly, her brother in law is the owner of Pac West Electric and will do the installation to ensure it meets our warranty requirements. He will contact one of...

our technical representatives directly if he has any issues with the install. The order number for reference is 2096103. 
[redacted] 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Zodiac confirmed by email that my salt system is under warranty for 2 reasons :Zodiac provided a service number to request a technician , see below :Good morning,   I've registered your AquaPure for diagnosis and you can take this service request number, [redacted], to any local service provider who can come and take a look for you. To find a local service company in your area, click on the link below. Simply filter by zip code, then “Servicers.” Have a great day.Zodiac confirmed the date of final warranty as well by email , see below :
Good afternoon,   I have your AquaPure system installed as of December of 2012 not July. While that make you nearly out of the warranty period, according to our records, you're not yet out of your warranty period. You can ask the pool company to call their Regional Tech Support or their warranty rep here in the office to verify. As requested by Zodiac, I asked a technician to check my salt system : he changed the wrong part and know Zodiac asked me to pay the right part. Not fair and out of law.
Regards,
[redacted]

Please see the below communication to the customer. We are sending them replacement lights as requested. From: [redacted] Sent: Wednesday, November 26, 2014 9:56 AMTo: '[redacted]'Subject: SAVI SOL Lights -Revdex.com Compliant #[redacted] It has been brought to my...

attention the issues that have transpired with the SOL Lights within your pool.  I’m sorry to hear of the issues that your having and SAVI will work diligently to bring your lighting up to the expectations we both want.  Though the lights are outside our stated warranty, SAVI will be sending to you at No Charge 6 SAVI SOL Lights with 100ft of cord. These new SAVI SOL lights are not only incredible bright but are of a Cartridge Design that not only allows for easy service but the ability to upgrade, if you so choose, as LED technology moves forward.  Please visit our new website at: www.savilights.com I believe you will see the incredible construction, performance difference with these new SAVI SOL lights. Upon shipment we will be forwarding the freight tracking numbers to you.  You should expect these lights no later than December 1, 2014. SAVI is also willing to assist with the installation of these lights within your pool.  If you wish to use [redacted] of Monster Power, we will pay our standard service center fee of $86 per light for their installation. If on the other hand you do not wish to use [redacted], SAVI can arrange for another service center to replace/install these lights. Let us know how you would like to proceed.  We can and will pay for the labor directly to your choice of Service Centers, so there is no out of pocket expense to you. If you have any questions or concerns please feel free to contact me directly via email or at the phone number listed below, now or in the future. Sincerely; [redacted]Director - General ManagerZodiac Pool Systems, Inc -SAVI Division9400 Southridge Park Ct #200Orlando, FL 32819[redacted]@zodiac.comCell: ###-###-####Fax: [redacted]

Dear Revdex.com,
This customer unit is on under warranty as we stated in our first response. The offer for a discounted replacement still stands.

Mr. [redacted],
 We have made several attempts to contact you via phone, but have been unsuccessful. Can you please forward the correspondence on whom you have been speaking to as we do not have any information in our system regarding your rebate. Thank you
[redacted]
Warranty Administration and Rebate Supervisor | Zodiac Pool Systems, Inc.
2620 Commerce Way, Vista, CA 92081
Office:  ###-###-#### | Mobile: ###-###-####
Email: [redacted].[redacted]@zodiac.com | Fax: ###-###-####

Hello Revdex.com,
We have made contact with Mr. [redacted]. We will set up a service company to go out and review the system, and be sending the blower to the service company to replace on first visit. This will close this case. Thank you

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello Revdex.com,We have review Mr. J[redacted]
account,. Our records do show that his unit is out of warranty July, 22, 2015
was the install date of his equipment. We also have date in the system that
show we did a service call on his system on October 2, 2015.   We did
state in...

an email that had an install date was December, which was
incorrect. The issue with Mr. [redacted] unit is that he has bad water chemistry;
I have attached the paperwork he sent in. The unit will not work under these
conditions, and we told Mr. [redacted] that. Evan if he was under warranty, this
not a warranty issue. I have called Mr. [redacted] and he has not returned my
call. Mr. [redacted] has refused to get his chemistry corrected. We have already
accommodated him a sensor.  At this point
Zodiac would be willing to sell Mr. [redacted] a cell at a discounted rate if he
accepts.

Hello Revdex.com,
We have reached out to Mr. [redacted], and have agreed to  replacement his heater with model number [redacted]. Per our discussion with him, the heater...

will not include a new warranty as there is no purchase being made, and labor to have this installed will need to be paid by Mr.[redacted] by a pool professional of his choice. Mr. [redacted] is very pleased with the outcome of this situation. Zodiac considers this matter closed with the Revdex.com. Thank you, and have a great day!!