During a service call with Island pools, my wife asked the service tech how we clean our salt cell. He told us to unscrew the screws that were on top holding the cover in place, remove the cell and soak the cell in a bucket of water with some pool acid. My wife noticed that on the cell was a sticker that stated the warranty would be voided once the screws were removed. My wife pointed that out to the service tech, he assured her that was the way we needed to clean the salt cell and just be cautious of getting the cord wet.
Needless to say once I returned home from work she advised me what the tech had instructed us to do. I question her about the instructions he gave because of the warning label. My wife told me that he assured us that what needed to be done. I then removed the screws, once I removed the cover the plates fell apart from the unit, I cleaned them as instructed and put the plate back in their original slots. After that was done I couldn't get the plates to stay in place or successfully get the cover back on. I instructed my wife to contact Island Pools for a service call. We were then informed by the company that it would cost us $800.00 to replace the unit because we removed the screws and voided the warranty. My wife explained that was what the service tech advised us to do. They told us that their techs would not do such a thing. We are not sure if the service techs are in-house or contractors, either way we feel that they are responsible and we should not pay for the cost of replacement.
We then contacted the owner and explained the situation, he told us that he would get back with us for a resolution. We have yet to receive a call back. We have left several messages. At this point we feel they are dodging the situation and are not willing to replace the part forcing us to find other means to correct the problem. I'm not sure if this is a tactic they use to generate additional revenue, simply not providing their techs with proper training or using unqualified contractors.
Paul
Gilbert, Arizona
U.S.A.
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