Darrell
Awful Customer Service/Platinum T15 Cell
I purchased the Platinum T15 cell with the advertised “industry leading” 5 year warranty. It malfunctioned after 4 months of use. They did replace it last year; however, it took almost 3 weeks to receive the new one. The second Platinum cell malfunctioned (Temp sensor) with only 2 months of use just into the 2022 season. I am more disappointed in the lack of customer service than the unreliable Platinum T15 salt cell. I would get a company salesman response only after multiple emails sent and calls made. When I finally did get some degree of communication, it was very brief and without any explanation regarding the bad cell. They did not even acknowledge that they received my UPS return of the bad cell. If I had not been persistent, I truly believe that they would have never followed up with me. It was like pulling teeth to get any feedback! With my experience there has been zero regard for customer service. When I finally did receive an explanation of the "limited 5 year warranty," it was a pro rata on an escalating tier for the amount of times/date it failed. First time free, second time 30% off MRSA, etc. What I find interesting is when they quoted me the $249.99 to replace, the advertised MRSA on their website for the Platinum T15 cell was $599. The amount should have been 30% of $599 = $180. When I called them out on the amount, they suddenly raised the MRSA on their website to $829.99. Some things are worth more than saving a buck. It took weeks to receive the third replacement Platinum T15 cell. My pool had been living on shock for over a month in the middle of summer. I now have spent a total of $744.98 in original purchase, replacement purchase, shock, shipping charges, and now stuck with a 3rd Platinum T15 that I hope will last longer than a few months. I should have just purchased a new Hayward T15 to begin with. You've been warned and informed.