I am rejecting this response because: waiting on the phone hours for support is not acceptablePlease provide a direct number to support I don't want to bother you
This time of year has proven to be very overwhelming trying to call into the Technical Service Department and we deeply apologize for this inconvenience. Not only can a consumer call into Pentair using ###-###-#### but can visit our website where there is a location to contact us via
email. However, during this peak season even that forum is experiencing long delays and again we apologize. I have provided a link to our website contact page http://www.pentairpool.com/contact-us.html. Nevertheless, based on our records Mr*** purchased an IntelliChlor in July and is well out of warranty. Unfortunately we do not sell replacement parts or product directly to the consumer and a replacement Flow Switch must be purchased through a local distributor, pool professional or pool store. However, based on the complaint it states he purchased this particular IntelliChlor on 6/1/which is not yet reflected in our records. Accordingly, this unit should be covered under the Limited Warranty. Please provide me proof of purchase of this recently purchased Salt Generator and arrangements can be made to service it under the terms and conditions of the Limited Warranty. More importantly, Mr*** can contact me at any time regarding this issue. Robin *** ###-###-#### or ***
It is my understanding the September 27, 2017 review of the heater revealed the heat exchanger was leaking which condition is indicative of improper chemical balance in the pool water. Further review of the pictures revealed thinning of the walls of the copper finned tube so severely that a few are...
eroded down to the o-ring. See attached pictures. Since improper water chemistry damage is not covered under the terms and conditions of the Limited Warranty any warranty is respectfully denied. I have also provided a copy of the Limited Warranty Card wherein it is stated “Exceptions that may cause denial of warranty claim… damage caused by failure to maintain water chemistry in conformity with the standards of the swimming pool industry for any length of time… damage caused by failure to install products as specified in the owner’s manual…” However, despite the fact that Pentair denied liability for this matter, in an effort to reach an amicable resolution to this matter, strictly in the interest of customer relations, Pentair paid the service team to remove and box up the heat exchanger, to be returned to Pentair, which was completed on October 19, 2017. If the homeowner would like Pentair to review the heat exchanger in our research and development lab to try to conclusively determine the cause of the failure contact Robin [redacted] directly and a prepaid shipping document will be created. The analysis might be destructive in nature and the heat exchanger will not be returned unless specifically requested. After review of the heat exchanger together with such other investigation as we may deem necessary, I will advise the homeowner of the position taken by Pentair with regard to this loss. [redacted] or ###-###-####
I am rejecting this response because: waiting on the phone hours for support is not acceptablePlease provide a direct number to support I don't want to bother you
This time of year has proven to be very overwhelming trying to call into the Technical Service Department and we deeply apologize for this inconvenience. Not only can a consumer call into Pentair using ###-###-#### but can visit our website where there is a location to contact us via
email. However, during this peak season even that forum is experiencing long delays and again we apologize. I have provided a link to our website contact page http://www.pentairpool.com/contact-us.html. Nevertheless, based on our records Mr*** purchased an IntelliChlor in July and is well out of warranty. Unfortunately we do not sell replacement parts or product directly to the consumer and a replacement Flow Switch must be purchased through a local distributor, pool professional or pool store. However, based on the complaint it states he purchased this particular IntelliChlor on 6/1/which is not yet reflected in our records. Accordingly, this unit should be covered under the Limited Warranty. Please provide me proof of purchase of this recently purchased Salt Generator and arrangements can be made to service it under the terms and conditions of the Limited Warranty. More importantly, Mr*** can contact me at any time regarding this issue. Robin *** ###-###-#### or ***
It is my understanding the September 27, 2017 review of the heater revealed the heat exchanger was leaking which condition is indicative of improper chemical balance in the pool water. Further review of the pictures revealed thinning of the walls of the copper finned tube so severely that a few are...
eroded down to the o-ring. See attached pictures. Since improper water chemistry damage is not covered under the terms and conditions of the Limited Warranty any warranty is respectfully denied. I have also provided a copy of the Limited Warranty Card wherein it is stated “Exceptions that may cause denial of warranty claim… damage caused by failure to maintain water chemistry in conformity with the standards of the swimming pool industry for any length of time… damage caused by failure to install products as specified in the owner’s manual…” However, despite the fact that Pentair denied liability for this matter, in an effort to reach an amicable resolution to this matter, strictly in the interest of customer relations, Pentair paid the service team to remove and box up the heat exchanger, to be returned to Pentair, which was completed on October 19, 2017. If the homeowner would like Pentair to review the heat exchanger in our research and development lab to try to conclusively determine the cause of the failure contact Robin [redacted] directly and a prepaid shipping document will be created. The analysis might be destructive in nature and the heat exchanger will not be returned unless specifically requested. After review of the heat exchanger together with such other investigation as we may deem necessary, I will advise the homeowner of the position taken by Pentair with regard to this loss. [redacted] or ###-###-####