Received great service after some friendly discussions

While I can see where a majority of the negative reviews are coming from, my personal experience was a very positive one – albeit requiring some friendly discussions. Compliments to the Pentair team, I am happy.

In more detail: - Got a Kreepy Dominator Pro around October 2020 - Worked flawlessly for many months, running a couple of hours every day the pool was always sparkling clean, device never got stuck, exactly what I would expect - Towards May 2021 some problems developed and got worse over a couple of weeks, to the point where the device was only doing small and slow circles in the deep end of the pool, not climbing anymore, not moving around - Got in contact via e-mail with customer care, and received a friendly and professional reply within just a couple of hours; suggested to come to the service center and hand in the Kreepy directly (to minimize courier times etc) - Went there, very friendly and helpful staff. Described the problem, but then the person in charge tended towards "we can have a look and send a quote... not covered by the warranty because this [worn out gears] is normal wear and tear..." - We then had a look together at the warranty conditions, which do NOT exclude wear and tear on the gear parts etc., but exclude only damage due to abnormal use, lack of care etc - which is perfectly ok to state in a warranty conditions, but was not the case in my specific instance - After involving the manager and another friendly colleague, the team found a pragmatic way to repair the Kreepy on the spot - they tested it in the basin, all working well, and problem solved within 14 minutes - The Kreepy is now again perfectly performing as on day 1

So, I am a happy customer (at least for now - let's see how the Kreepy develops going forward, there is quite some time left in the 2 year warranty). However it required a bit of resilience in the conversation to get to this point. Something to consider for other people having similar (wear and tear/ warranty) issues with their Kreepy Krauly - discuss on a fact base what the warranty includes, and don't take the first reply at face value.

Think it is perfectly fine if a device requires paid maintenance/repair after a couple of years of doing its duty, but if a company promises a warranty within a two year period, it should stick to this promise without the need for discussions and not try to find ways to deflect it.

In my mind, the Dominator Pro is a good device when it works, and if the company sticks to its warranty promise without arguments (or just adds a set of spare gears in the box – as simple as that), it is even a great product.