Enhanced Living

[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] ***

[redacted] filed a warranty claim with SmartPool on 02/15/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/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-days of the defectI 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 themWe at SmartPool are committed to helping and resolving customer issues and as a concession to MsHernandez, 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 cleanerShe purchased her cleaner through [redacted] , we do not refund money, we did not sell it to herWe will exchange this refurbished pool cleaner with a new one as was stated in my email to herSincerely,JoAnn C***Technical Service Team Lead [redacted] ***

In regards to the consumers complaintSmartPool apologizes for the delay in responding The CS representative was spoken to regarding the delay in communicating the necessary paperwork to the consumerI have left a message for the consumer to contact me directly to satisfy his warranty claim at 10:on 6/15/ I will send an update once I speak with the consumer

I am responding to case # [redacted] - [redacted] Smartpool received an email from [redacted] on 10/12/which read : Message: I bought the Climber on 4/14/from [redacted] in Englewood, FLOne of the wheels has fallen off and [redacted] is not a SMARTPOOL dealer yet so they gave me your phone # to get a box from you to ship the cleaner to youYour phone # does not allow me to select a number for helpIt just keeps recycling the same message so I am e=mailing you [redacted] Please advise me as to service [redacted] , [redacted] FL [redacted] , our Customer Service Representative answered Mrs [redacted] email explaining to her SmartPool's warranty proceduresSmartpool 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 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, 11:AMSubject: Re: ATTACHED IS YOUR [redacted] RETURN SHIPPING LABEL I want you to authorize [redacted] in Englewood, N.Jto 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] 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 backMrs [redacted] was still not happy with this courtesy, and replied to [redacted] email demanding a new pool cleanerSmartPool'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, LLCMrs [redacted] 's cleaner is almost months old, we would not replace it with a new cleaner unless her cleaner could not be repaired, which is not the case

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 oneThere are competitors out there you know? I mean right is rightMy 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]

I believe this complaint has not been answered, our sincere apologiesThe 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 onesMY RESPONSE TO THE ABOVE CLAIM # [redacted] [redacted] *** robotic pool cleaner , if purchased in as he had stated, would have a 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 chassisIn 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 storeI 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 defectThank you! JoAnn C***TECHNICAL SERVTEAM LEADSmartPool LLC [redacted] [redacted]

[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]