1 reviews | Active since Feb 2024
Shocking Service
Absolutely shocking. Stay away at all costs. I have used their products for years but this is the final straw. I bought their brand new AX20 model almost a year ago. While still under warranty the tracks had completely worn out, come loose and got jammed in August 2023 (this should NOT happen, and has not happened for years with my previous model). I attempted to contact them to replace the tracks as per my pool shops advice. I got a lady with terrible attitude, who unprofessionally asked me to send pictures via WhatsApp, which I did, only to get told that the tracks are slimy, the unit has dust on it, and the result of this is chemical damage. I took the unit into the pool shop immediately for them to tell me this is not chemical damage at all. Not to mention that I bought this unit just before winter and have not used a drop of chemicals in the pool since its been in there, AND nobody had swam. I requested someone to come out and look at the unit in person and then give a re-assessment. And I was met with no reply.
I decided to pay out of pocket for new tracks to avoid the hassle of dealing with their shocking customer service.
Fast forward 5 months. The one side of the unit wheels are not spinning, seems like a gear issue. I called once again, only to be met with an equally rude agent, talking over me, laughing. I asked to speak to a manger or someone more senior only to be told they are in a meeting and they will get back to me.
Werner has just contacted me and told me nothing can be done without the proof of purchase, of which I have no idea where it is, I will have to sift through a year of slips to find. So what they basically say is if you buy their product and something goes wrong (which is often judging by the reviews), you are basically $#!t out of luck unless you can prove you purchased the unit within the warranty time frame.
I will have to see if I can find the proof of purchase, until then, this review remains an accurate assessment of Zodiacs after sales service.
So what you are telling me is that your tracks are only good for 6 months of use running 8 hours a day? And I have to pay out of pocket over R400 twice a year to keep your product running? Is that "normal wear" as you stated? PH levels did not fluctuate during that period as I have a smart monitor in my pool notifying me of any changes and there were none during those 6 months. With that said, you are also going against pool experts who inspected the unit and told me it was not chemical damage, but a usual issue with your products. The shop also stocks your products. Not sure how you can make these claims while refusing to inspect the product yourself and make these claims out of fact. Terrible service as usual. I have received my invoice from my local pool shop of my original purchase (You should take notes from them on how customer service should work), and I await your next excuse on how you can't replace/repair your faulty product.
So what you are telling me is that your tracks are only good for 6 months of use running 8 hours a day? And I have to pay out of pocket over R400 twice a year to keep your product running? Is that "normal wear" as you stated? PH levels did not fluctuate during that period as I have a smart monitor in my pool notifying me of any changes and there were none during those 6 months. With that said, you are also going against pool experts who inspected the unit and told me it was not chemical damage, but a usual issue with your products. The shop also stocks your products. Not sure how you can make these claims while refusing to inspect the product yourself and make these claims out of fact. Terrible service as usual. I have received my invoice from my local pool shop of my original purchase (You should take notes from them on how customer service should work), and I await your next excuse on how you can't replace/repair your faulty product.