Enhanced Living, Inc.

SmartPool LLC had received a phone call for warranty repair on 07/10/ for *** *** for her *** pool cleanerA case was created for the repair the same day and on 07/11/we sent her the Return Assessment form she needed for the warrantyWe show her cleaner being received into
our repair center on 07/27/It is our busy season here at SmartPool because we are a manufacturer of pool productsOur warehouse does sometimes fall behind in the summer months because repairs are received in along with product coming into our facility and customers do want their cleaners repaired immediatelyOur receiving department also falls behind during summer months but we do try to expedite everything to the best of our ability being the busiest season for the companyWhen we do the paperwork for the claim, we do inform the customer that once received into the warehouse/repair center it is a 7-business day turnaroundThis can sometimes take longer during the summer monthsThe pool cleaner was evaluated and and order was placed on 08/02/for a refurbished pool cleaner to go out to this customer because their cleaner could not be repairedUnfortunately, the refurbished model was on backorder at that time and we did not have one to send to the customer , which was unfortunately frustrating for our customerWe had explained to the *** it would take some time for them to fill this order because we did not have themThey did have to wait for and they did check back again and were understandably irate about not having a pool cleaner so on 08/15/I had our shipping department ship them a brand new *** pool cleanerWe apologize for this inconvenience, as certain situations arise that can not be helped.Thank you!JoAnn C***

Update response to complaint 6/@ 2:Mr*** called me back this afternoonI apologiezed for the delay in the customer representative responding to himI processed his warranty claim and I sent a new replkacement to him including an extra solar panel. The solar panel is shipping out today under order reference number *** The tracking number is *** with Federal Express. I emailed this information to Mr*** as well at 2:p.m

I am writing in response to case # *** * *** *** *** *** had called in to SmartPool in regards to her (2) pool cleanersAccording to *** *** there was (1) cleaner out of warranty because *** *** doesn't have a receipt and (1) new pool cleaner that was just purchased on
07/05/16, according to *** ***The call had been documented that *** *** wanted a refund on a repair she had paid for, because her cleaner was not working againUpon speaking to *** ***, it was discussed that she would have to speak to the service center about a refund on the out of warranty repair because we were not the ones that charged herWe also offered to set *** *** up with a return assessment form to have the cleaner brought back in for evaluation** *** told the representative on the phone that she had also purchased a new pool cleaner and that it also did not performWe have no receipt/record of this purchase, however, we did express to *** *** that we can set up paperwork for both cleaners to be evaluated, one within warranty and the other which would have been covered for the repair she had just paid for*** *** was not willing to work with usIt was documented that she said she would call the Revdex.com, said she was not packaging up her cleaners and sending them in and hung up the phone on the representativeOne of SmartPool's warranty procedures is having the customer send in the receipt for validation of the date purchaseThis validation determines what the warranty is on the productWe do not have a receipt on file for *** ***'s new pool cleaner nor do we have a receipt for the pool cleaner that was out of warranty that she was charged forAgain, we would have covered the repair she was charged for , since we are the manufacturer and we warranty against manufacturer defectWe could have obtained that receipt from the service center that provided the repair We would have set her up with paperwork according to warranty policy and procedures , for the new pool cleaner, but she was not willing to work with us and hung up the phone

In response to this claim , *** *** had indeed called SmartPool, LLC in regards to their *** Srubber pool cleanerThe pool cleaner was purchased on 07/21/and has a year limited warrantyThe first year of coverage was full coverage, the 2nd year of warranty covers 100% of pump and drive
motors only, the 3rd year covers 50% off MSRP (discount) on pump/drive motors only and the 4th year covers 25% off MSRP (discount) on pump and drive motors onlyThe cleaner had been sent in for repair on (4) occasions 11/06/14, 12/09/15, 01/12/and 08/31/(see attached RA forms) All of the repairs on *** ***'s pool cleaner were covered under warranty, even the one in August of this year which was technically in it's 3rd year of warranty and should have been quoted (customer pays)I made an exception because of the history on this cleaner, even though it was almost a month out of the 2nd year of warrantyAlso, the claims for 12/09/and 01/12/, were satisfied with replacement cleaners both timesSmartPool does not pay for the shipping coming into to our repair facilities unless it was purchased within 14-daysWe made a concession for *** on *** and sent the customer a paid shipping label for the cleaner to come in for repair because it had been in within a month prior SmartPool has quoted *** *** on the current repair which was reported in October of this year because they are in the 3rd year of warranty which is a discount on partsThe customer is months into their 3rd year of warrantyWe have gone above and beyond for *** *** sending replacement cleaners and paying for the shipping as shown in the attachments along with covering the customer out of warranty (out of the 2nd year in August- full coverage on pump and drive motors) We regret that *** *** is not happy with our warranty policy , but again, we have gone above and beyondThank you!

SmartPool LLC received a call from *** *** *** on 11/15/in regards to a repair on her pool cleaner. I have attached the warranty document for *** *** *** NC52S robotic pool cleanerSmartPool LLC does not pay for shipping into our facility on a warranty claim due to the fact that the
product is covered for manufacturer defects onlySmartPool does not know if a product is manufacturally defective until it is evaluated by our techniciansOur company has had many products come in that were NOT defective , so we do not pay for shipping into our facility. In paragraph in the warranty policy in the document attached, it does not state anywhere that shipping would be included, the warranty is covering manufacturer defects of the product. When a customer's pool cleaner is evaluated and if it is deemed manufacturally defective, if the repair is covered under their said warranty, SmartPool will ship the cleaner back at NO charge on the return of the product to the customerAny cleaner that SmartPool repairs, that is covered under warranty, is shipped back free of chargeI apologize for any inconvenience this has caused *** *** *** and I hope the explanation above is understoodThank you, JoAnn C***

Ms*** purchased a NCSmartKleen pool cleaner from Pool Queen on 06/10/and she emailed in on 05/08/to say her pool cleaner wasn't working and she wanted instructions on what she should doI emailed her back explained warranty procedure and she was sent the proper form for warranty
to her email on 05/09/(see emails attached)After numerous emails back and forth with Ms*** about her receipt and instructions on returning the cleaner for repair , I don't not know why she would say she was not responded to, she was sent the document for warranty times to her email address (see attachments) She had also mentioned a shipping label be sent , which was explained to her that we do not pay for shipping into our location on warranty claims, it is the consumer's responsibility (also in the email)I have attached the warranty page that explains that in paragraph (see attached). It was also explained that the pool cleaner would be repaired if it could be, or replaced at SmartPool's discretionI realize she claims she did not use the cleaner that often, however, warranty is not determined by how much someone uses their cleaner, but by the date of purchaseWe have a warranty policy and procedure that is followed by all customers. SmartPool LLC processes claims within 7-business days of the date it is received into our location, it does not take days to process a claim as stated by Ms***Unfortunately, SmartPool can not pay for shipping into our location for our customers, first because the products must be evaluated before it is deemed defective, and second, because it is very costly and we have received products in that are not defectiveMs*** is requesting a refund, we do not refund because we did not sell it to herShe also requests a new pool cleaner be sent out, again, this is not SmartPool's procedure in processing a claim. SmartPool can not and will not send a new pool cleaner to a customer because that is what is requested, she must follow our warranty procedure. We apologize that Ms.*** is not happy with our policy and procedures, but this is our warrantyThank You!

SmartPool LLC has a warranty procedure that every customer must follow in order to process their claimA customer calls in and we capture/document their information i.ename , address, phone number and email addressOnce we have done that we document in detail what is wrong with their product and
we troubleshoot it with themThis customer had a PT4I purchased around 06/01/This customer spoke to one of our representatives here and the notes were documented as follows: *** Problem Details:UNIT IS DEAD IN THE WATER - NEW UNIT USED ONCE BEFORE - RSL POSTAGE - AD. Once we have completed the troubleshooting, we then let this customer know that we needed a copy of the receipt for their claimNo claim is honored without receiving a copy of the customer's receipt of purchaseThis receipt will determine the warranty they have on the productWe then documented that they would be receiving a shipping label, and we always relay to the customer they will received an emailed return authorization form upon receipt of the proof of purchaseThis customer did not send in the copy of the receipt of purchase as requested by our representativeIf no receipt is sent in, we do not create the paperwork for warranty, we can't because we would not know what the warranty isIt was up to the customer to obtain the proof of purchase and as always relayed to them, that they would received the form once it was received by SmartPoolIt had never been receivedWe at SmartPool have different phone ques at all times with incoming calls to each quethere would be no reason why, had the customer contacted us, we would not answer or respond SmartPool is very conscious of customer service and satisfation, we do not treat our customers disrespectfullyThe customer did not follow through with our warranty procedure, therefore, we could not help themThank you!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me although they should make it clear that the buyer will be responsible for shipping for warranty issues.  As I explained, had several robotic cleaners from Smartpool in the past and never paid shipping for warranty issues..
Regards,
[redacted]

In regards to the consumers complaint. SmartPool apologizes for the delay in responding.  The CS representative was spoken to regarding the delay in communicating the necessary paperwork to the consumer. I have left a message for the consumer to contact me directly to satisfy his warranty claim...

at 10:35 on 6/15/16.  I will send an update once I speak with the consumer.

[redacted] filed a warranty claim with  SmartPool on 02/15/18. A return assessment form was sent to her via email with instructions on returning her pool cleaner for warranty repair. [redacted] purchased her pool cleaner on 07/10/17. Unfortunately, her NC52S...

SmartPool Climber pool cleaner could not be repaired (because of water in the pump motor, it corroded other parts of the cleaner) and our warranty in the cleaner manual (see attached) states that "the repair or replacement may include the use of refurbished components and/or units". SmartPool does not replace with a new cleaner unless the cleaner was purchased within 14-30 days of the defect. I relayed, via email , to [redacted] this information and asked for her to send pictures of the replacement unit that she was describing as dirty and filled with debris, but she did not send them. We at SmartPool are committed to helping and resolving customer issues and as a concession to Ms. Hernandez, I sent her an email yesterday with a [redacted] shipping label and return assessment form to send back the refurbished pool cleaner to have it replaced with a brand new pool cleaner. She purchased her cleaner through [redacted] [redacted] , we do not refund money, we did not sell it to her. We will exchange this refurbished pool cleaner with a new one as was stated in my email to her. Sincerely,JoAnn C[redacted]Technical Service Team Lead[redacted]

I believe this complaint has not been answered, our sincere apologies. The person we had answering our complaints is no longer with the company and has not answered any complaints  , I was told by your company, since 2016.I will do my best to answer all back complaints, I just wanted to...

start with the most recent ones. MY RESPONSE TO THE ABOVE CLAIM # 1[redacted] [redacted]  [redacted] robotic pool cleaner , if purchased in 2016 as he had stated, would have a 2 year limited warranty.  The first year is full coverage on manufacturer defects, which includes electronic components which would be the power supply, pump motor, drive motor, cord and chassis. In the first year of warranty, wear and tear items are not covered, such as filter bags, tracks, climbing rings, and rubber brushes ( please see attached warranty page 7, 7th paragraph, bottom line). Unfortunately, we did not have inventory on the filter bags when [redacted] contacted SmartPool, and at that time we did not sell “parts” for cleaners direct to consumers, we would forward these calls to our service centers who stock all of our parts for warranty repairs and to sell.  SmartPool has always sold product/parts through our distributors who sell to pool dealers , we had regional service centers who would sell all of our parts to consumers, because we are a manufacturer and not  a retail store. I understand that [redacted] was upset about this not being covered under warranty and having to pay for a replacement, however, it is clearly written in our warranty for this cleaner, it is not considered a manufacturer’s defect. Thank you!     JoAnn C[redacted]TECHNICAL SERV. TEAM LEADSmartPool LLC[redacted] [redacted]

I am responding to case # [redacted] - [redacted] [redacted] Smartpool received an email from [redacted] on 10/12/16 which read : Message: I bought the Climber on 4/14/16 from [redacted] [redacted] in Englewood, FL. One of the wheels has fallen off and [redacted] [redacted] is not a SMARTPOOL dealer yet so...

they gave me your phone # to get a box from you to ship the cleaner to you. Your phone # does not allow me to select a number for help. It just keeps recycling the same message so I am e=mailing you. [redacted] [redacted]. Please advise me as to service. [redacted], [redacted] FL.33981 [redacted] , our Customer Service Representative answered Mrs. [redacted] email explaining to her SmartPool's warranty procedures. Smartpool does not supply a box nor do we pay for shipping into Smartpool or our service centers, unless the product was purchased within the last 14 days of the date of purchase . [redacted] followed warranty procedure, and Mrs. [redacted] was not happy with SmartPool's procedures , at which time [redacted] relayed that to me and we issued a shipping label.From: [redacted]Sent: Thursday, October 13, 2016 11:53 AMSubject: Re: ATTACHED IS YOUR [redacted] RETURN SHIPPING LABEL I want you to authorize [redacted] [redacted] in Englewood, N.J. to give me a new cleaner and ship the one with a broken wheel to you.  The owners [redacted] and [redacted] and their phone number is [redacted]  I have reported your company and its service policy to the Revdex.com.  And I will be contacting [redacted] [redacted] Headquarters about your lack of Warranty provisions.  I am not going to assume the cost and risk of shipping the pool cleaner and possibly never getting it back. Mrs. [redacted] was still not happy with this courtesy, and replied to [redacted] email demanding a new pool cleaner. SmartPool's warranty states : The warranty obligations of SmartPool, LLC shall be limited to repair or replacement of the product or any defective component, at the discretion of SmartPool, LLC. Mrs. [redacted]'s cleaner is almost 6 months old, we would not replace it with a new cleaner unless her cleaner could not be repaired, which is not the case.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I will pay for the shipping of this piece of equipment but I do not want refurbish either want a new one like I have or an upgraded one. There are competitors out there you know?   I mean right is right. My father and a small pharmacy and was a pharmacist and he treated his customers right especially when things went wrong and it was not their fault. 
Regards,
[redacted]