Just writing to express my disappointment with your company.
I returned, for evaluation, an MP60 that started smoking and developed a burn mark at the junction of the power cord and the controller unit. Today I was called and told that controller suffered severe water damage and could not be replaced. (A week prior, my children left the indoor pool door open to the fish room and when temperatures dropped condensation formed over everything. So I did not argue the point. There were no other equipment failures and the GFIs did not trip however.)
My issue is not that you determined water damage and that I was being charged, but that I was quoted more to replace the returned part than a new complete unit. I was additionally told that some of the parts (the motor magnet) could be recycled and the price was dropped insignificantly. When I mentioned to the CSR that I purchased a new unit with all the parts, not just what I sent you, two days ago for your fixed retail amount. I was told that he was unaware of the pricing.
As the owner of a small business, we strive to make every one of our 58,000 yearly costumers feel important and appreciated. Attempting to charge someone who has purchased your product nearly equal if not more than the general public is poor policy and leaves the costumer feeling that they are being gouged for having a problem with your product, unimportant and unappreciated
I will be returning the MP60, will cease buying your products (currently own two AIs and one less MP60) and notify the retailer of my issues.
Hopefully, you will pay more attention to your repair pricing in order to prevent future disappointed customers.
-
I returned, for evaluation, an MP60 that started smoking and developed a burn mark at the junction of the power cord and the controller unit. Today I was called and told that controller suffered severe water damage and could not be replaced. (A week prior, my children left the indoor pool door open to the fish room and when temperatures dropped condensation formed over everything. So I did not argue the point. There were no other equipment failures and the GFIs did not trip however.)
My issue is not that you determined water damage and that I was being charged, but that I was quoted more to replace the returned part than a new complete unit. I was additionally told that some of the parts (the motor magnet) could be recycled and the price was dropped insignificantly. When I mentioned to the CSR that I purchased a new unit with all the parts, not just what I sent you, two days ago for your fixed retail amount. I was told that he was unaware of the pricing.
As the owner of a small business, we strive to make every one of our 58,000 yearly costumers feel important and appreciated. Attempting to charge someone who has purchased your product nearly equal if not more than the general public is poor policy and leaves the costumer feeling that they are being gouged for having a problem with your product, unimportant and unappreciated
I will be returning the MP60, will cease buying your products (currently own two AIs and one less MP60) and notify the retailer of my issues.
Hopefully, you will pay more attention to your repair pricing in order to prevent future disappointed customers.
-
