Nader A.
Disappointed with Warranty Process and…
Disappointed with Warranty Process and Customer Support I purchased a salt generator from Pool Guy Supply, and unfortunately, my experience with both the product and the company’s customer service has been deeply frustrating. The unit is still under warranty, yet the support I’ve received has felt more like an obstacle course than a resolution process. After the generator stopped working, I was asked to run tests with a technician. The technician determined the unit was not functioning. Following that, I was told to take a water sample to a local store for analysis. I complied, and the test confirmed the generator wasn’t producing chlorine. I forwarded this clear, documented result to Pool Guy Supply. Surprisingly, the company responded saying they don’t accept water tests and insisted that I send the unit back to them for internal testing—along with a $20 fee for the test, despite it being under warranty. The shifting requirements and lack of consistency in their process feel like stalling tactics rather than genuine attempts to resolve the issue. A warranty should reflect a company’s confidence in its product and respect for its customers. In this case, I’ve encountered delays, unclear procedures, and additional costs that make me question their commitment to customer satisfaction. I hope others consider this experience before purchasing, and I sincerely hope Pool Guy Supply reviews its support policies to make them fairer, clearer, and more transparent