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It is my understanding the September 27, review of the heater revealed the heat exchanger was leaking which condition is indicative of improper chemical balance in the pool waterFurther 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, 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 ###-###-####

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