If we could leave zero stars we would. We purchased a our pool pump by Swimart Robina. The pool pump is just inside the 3 Year warranty and has died. They will not honor the warranty agreement saying the pump had been neglected, saying the pump would of been leaking overtime. The pump is completely undercover and out of all weather on a concrete slab. If it had been leaking we would of noticed wet concrete. It is also serviced every month by a professional pool service technician without any issues until it became noisy on it's last service. I reported this to Swimart Robina 2 days after our technician said i think the bearings have gone in your pump. Not sure how this is lack of maintenance and attention. Oh and if we want our pump back that will be another $85!!
Response from Swimart Robina
Hi Belinda, We’re sorry to hear that you’re disappointed with the outcome of your pump assessment. When the pump was returned to us, we arranged for it to be sent to an authorised repair agent for inspection, as we are not qualified to dismantle or assess the internal electrical components ourselves. Following the assessment, we contacted Waterco regarding the warranty claim. Based on the condition of the pump and the findings provided, the manufacturer was unable to approve the claim under warranty, as the damage was considered consistent with the pump having run dry following a leak. We understand that you have been using another pool service provider for approximately the past 3–4 months, so unfortunately, we cannot comment on the condition of the equipment or any changes that may have occurred during that period. Regarding the $85 charge, this is the repair agent’s inspection and reassembly fee. For safety and compliance reasons, the pump cannot be returned dismantled, and this charge was included in the information provided before the assessment proceeded. We appreciate that this is not the outcome you were hoping for. We did raise the matter with the manufacturer on your behalf and provided you with the information regarding their warranty decision and the repair agent’s charges. Swimart Robina