I Saved but Got More than I Bargained For

From time to time, we get unfortunate requests from customers who have purchased a product on-line or from a “friend” and need help. We try very hard to help, but often we are unable to since we

do not have any leverage with our suppliers or manufacturers when we didn’t purchase the product. So, the customer is left fending for themselves in a sometimes murky chain of after-the-sale support. Here are a few of the most common questions we get:

There is damage or parts are missing when I received it, can you replace it or get me the parts I need?

Unfortunately, no. You will need to either purchase what you need or pay for any repairs out of pocket. If you are willing to wait, contact where you purchased from and work with them to get what you need or a replacement.

I bought the product on-line, what is the warranty?

Warranties are determined by the manufacturer and as a warranty center for them, we respect and comply with the terms and conditions of the warranty for your product. Unfortunately, most times you warranty may exclude labor and sometimes there is no warranty at all. You should verify what your warranty will be BEFORE you buy and make sure you have it in writing. Local companies like us can offer more complete and longer warranties and you should shop local to get the best value warranty before you buy.

How do I register the warranty?

You will be responsible for registering the warranty. You can usually do this on the manufacturer website. You should refer to you owner’s manual for instructions. Most times, when you purchase from us, we can assist you and sometimes even register it for you.

It doesn’t work when it was installed, now what?

Unfortunately, you will need to pay for a service call to have it looked at to make sure it was installed correctly. Or, if it was installed by a professional and it does not work, you will be responsible for all labor and then will be directed to call the company you purchased from for instructions on how to have your product replaced. This will result in another service call and additional labor once you receive the replacement. Often, the extra cost will outweigh the savings you reaped purchasing it on-line, so weigh your risk vs. reward before you buy.

I bought this on-line, will you install my new equipment?

Sometimes yes, sometimes no. It depends on the equipment or part. If the equipment or part are no suitable or safe to install, does not meet code or will cause a condition that will make your equipment or pool unsafe, we will refuse to install it. Check in advance and pay for a service call in advance to make sure you order the correct parts or equipment.

I installed the equipment myself, will you warranty the product?

NO! Equipment self-installed unless you are licensed will have no warranty and you will be responsible for all labor and cost to make repairs. You may check with the manufacturer to see if they can assist you, but we do not warranty product unless approved by the manufacturer in writing in advance of the service call.

It’s the wrong model or part, will you exchange it for me?

No. You will have to go back to where you purchased it from and try to get them to replace it for you. From experience, you will have a tough time since you approved for and paid for exactly what you requested. So, be careful before you click the “buy now” icon.

We try to assist customers as best we can, but sometimes the solution is out of our control. The best way to avoid these issues is to use a local company who can come to you, evaluate the equipment and make sure you are getting the right product. In addition, they will be able to support you from start to finish and for the life of the equipment you purchase from them. Ask these questions before you buy you next product or part on-line or from a friend:

·       What is the warranty if I purchase on-line or from a friend vs. from a local company?

·       How much will I really save when there is an issue?

·       Who is the best resource to use to make sure I get the right parts or product?

·       Is the risk worth the potential savings is there is an issue I need help with?