Astralpool Australia

Heating pump hardly servived for warranty period – I bought heat pump pool heater BPM 400 several years ago and during warranty period I had to call them for minor faults which they attended and replaced parts or suggested solutions over the phone. At the start of every season the unit has had some problems. After warranty they stopped giving service and they don't even sell parts for that. So it… Read more

means it hardly survived warranty period which is ridiculously expensive. I chose this unit over gas heating. So there is no saving after all.

When my pool was installed 4.5 years ago it was fitted with a Astropool Viron V25 salt chlorinator. 14 months after it was installed the chlorinator failed and was replaced. 3 years later the second chlorinator also failed and now needs replacing. To go through two chlorinators in 4.5 years at a install cost of just shy of 3k, I am recommending… Read more

anyone looking at these products to stop and find an alternative. Terrible reliability and dont waste your money.

Don't touch this group with a barge pole. Bought and had installed by local pool shop company an Astral C340 filter and multiport valve to replace my old Hayward after 20 years of service - Valve is leaking out top of seal, a fault of the valve - not the fitting, so thought they would honour as a good faith repair fixing this, as yes, 2.5 yrs old… Read more

- nope - Warranty is 12 months! - Why bother even having one! - Honestly! - Two long polite emails explaining situation and a phone call only to be told sorry - No - 12 months! - This company does not stand behind their products - Had I known I would have paid more for someone else's product.

Poor Service Shocking Pump Have had the pump replaced twice and now failed again, Erin at Astral said the repair work is only covered for 12 months so nothing they can do. A pool pump should last years not months. Off to Fair Trading as this is unacceptable. Show details

If I could give negative infinity score I would. This company sells rubbish lights. My new pool was fitted with a Austral light. Within 6 months it failed. Over the next two years it failed numerous times. I have given up fixing it. Will move to another brand. DO NOT BUY AUSTRAL LIGHTS!!! You are wasting your money!!

Had an Astral sand pool filter, barrel sprung a leak at 10yrs and 4 months. Astral refused to replace, my view was under Australian Consumer Law they should replace it, as it was just outside warranty Astral's response Too bad we dont care case closed Show details

After only two years of installing the astralpool set of Viron Connect 10, eQuilibrium, variable speed pump, chlorinator, etc, the eQuilibrium acid doser failed and leaked on top of the pump. The pump is still under the 3 years warranty but they claim the acid doser is only 1 year warranty so they won't cover the pump. Why is installing the acid doser above the pump allowed then? I will never buy from Fluidra again. Show details

WOW. I am floored with the terrible service received from Tash W on the online Astral Customer Support. I have a pool pump that has recently started operating very loud and the lack of care and service is appalling. My pump is just outside of the warranty period, and they won't help at all. Concidering I have a pump, filter and chlorinator all… Read more

Astral, you'd think they would at least provide a service call. I guess that's one way to lose a lfetime customer.

I’m sad to agree with so many about the poor quality of these pumps. We’ve had two fail in 9 years (each at a cost of circa $2500). Both just out of warranty. We have a small pool that has little use or tree overhang. There is just no excuse for the catastrophic shortfalls in these systems. Our most recent lemon was model Viron P320c XT VS. Be warned. Buy elsewhere. Show details

I'm joining the long list of scammed customers, heading to Consumer Affairs – Disappointing to say the least. Purchased an EQ35 made in July 2021. Stated warranty on their brochure is 5 years on the Cell and "Pro-Rata" (whatever that means) on the controller and the probes. The unit failed and Warranty has been denied by the tech rep.

Service without the service – Still waiting a month for a faulty heat exchanger to be done under warranty First time the tech was supposed to attend they had the wrong address and contact on file, my husband moved his work around and our daily schedule, after receiving a text saying hello [Name Removed] we will attend today, wrong address name is not [Name Removed], when I… Read more

called they advised we are sorry wrong details however now you will have to wait till 17th December, again waited for tech only to receive another text saying tech is unable to make it, When my husband called he was advised due to the second inconvenience they were push it through before Christmas when I called they said tentatively it would be 7th January, but not confirmed so that now pushes it out another two weeks at the hottest time of year. Tech didn’t really care and said that that’s how it works, when asking why it’s a 4 hour window to wait and be available also told that’s just how it works, When items are warranty due to rubbish equipment it is unacceptable to be waiting more than a week. Terrible service and reading the reviews I don’t know how this company hasn’t been sued and removed off the market. Appalling that they also always put it back on the customer no accountability

Terrible product and service – We got the ConnectMyPool internet gateway which allows you to control the heater, filter etc using an app. It worked fine for 11 months then stopped working (it refused to connect to our wifi and was thus useless). Customer service from AstralPools was terrible. Despite the fact it was under warranty they refused to send a technician, even when I offered to pay for it! My advice is avoid this product!

Look elsewhere if need any sort of customer support – From a support perspective, it’s non existent. Supposed premium product at a premium price so you’d think they would be able to afford some quality support for their customers. No response after multiple emails and wait time on a call is worse than any of the major companies. Look elsewhere.

WARNING- Bad product. Service is worst! – Most expensive pool system Had broken within 9 months due to the face plate no longer working. Can't reach anyone there. No replies to email. No replies to calls. I need to take them to the N.S.W Civil and Administrative Tribunal just to get someone to respond.

Buyers Beware! – Buyer beware!! This company does not honor warranties. Their Products are made with very poor quality standards. They'll make up anything not to pay and then just refuse to communicate with you. Do not buy their products if you expect any after sales service. Show details

Pool equipment that won’t last 6 years – Within two years we had the gateway go twice, within 4 years one of the actuators went plus the screen on the chlorinator control and now the filter pump and the acid pump. Expensive set up but rubbish equipment and zero aftermarket support. Never will I buy Astral again Show details

2 bearing failures within 2 years – What I have found is that when the EQ series works, its ok, when it doesn't, get the credit card out because the $'s are about to leave. The EQ series I talk to here has had the Bearings Twice in 18-months. When it comes to Bearings, arguably one of the most important components be under no illusion, ASTRAL will not replace them under warranty. … Read more

What I find annoying is people here in the comments seem to think 3, 4 or wow even 5yrs is a good innings, it isn't, you / I am paying a premium for poor quality. Thats not acceptable people. I Purchased a E230 Solar pump in Jan 2022, you guessed it, Failed bearings. A Haywood pump (in-floor) that that pre dates the EQ system, runs the same Hours and has done so for 5 years without missing a beat.

Repeated product failure despite claims on the box – Bought my first Astral Pool Light Multicoloured light in 2017. It failed and Astral did not want to know about it. On the box it claimed that it lasted 50,000 hours and that's why I bought it. Cost almost $800 fitted. It failed after two years. Was eventually replaced by Astral, but it failed too. Was replaced after much argument but this has… Read more

failed too. Since fitting it is on three hours nightly equalling only 1095 hours per year. So it has been installed by Astral this time for four years equalling 4,380 hours on being actually on. So that's short of 45,620 hours of pool light. This will be my fourth light Do not buy this product. It's fraudulent lie on the box. Avoid this product.

Broken eco inverter heat pump – Our Astral eco inverter Heat pump died 2 months out of warranty and Astral / Flurida refused to fix. Looking at the other reviews, it seems this is just what they do. If only we had seen these reviews before we got ours. Stay away. Show details

ATTENTION: ANYONE THAT HAS HAD THE GAS HEATER RECALL / REWORK PERFORMED - 2 HI LIMIT SENSORS NOT INSTALLED – Under the website FAQs title "WHAT REWORK WILL FLUIDRA PAY FOR AND WHAT IS OUTSIDE OF FLUIDRA'S SCOPE": https://www.astralpool.com.au/productrecall/faqs It clearly states the following: "Fluidra’s obligation under this Voluntary Safety Recall is limited to repair or replace components that have enabled moisture or water to damage the ignition… Read more

module. Specifically, for the HiNRG this will involve: the replacement of the ignition module and the water pressure switch; the installation of 2 Hi Limit sensors, a new screw-in water shield and a new stainless-steel flue top. For the Viron & ICI models this will involve: the replacement of the ignition module, stainless steel flue, drain-plug, water pressure switch and electrical box assemblies; as well as the installation of 2 Hi Limit sensors.

As part of the work process, the qualified technician will also do a visual check of the heater exchange, burner(s), firebricks, to gauge the general condition of the heater and ensure it is operating in a safe working order. If they identify that any other internal components of the gas heater, are in poor condition and/or are unsafe, they will advise the end-user of this, but the cost for any additional repair will not be covered under the FREE recall work order. "

I had the RECALL / REWORK performed and have subsequently received an F2 error. An F2 error is due to the Hi Limit sensors on the water manifold needing to be replaced. The original Fluidra qualified technician confirmed these weren't replaced as part of the RECALL / REWORK.

2 Hi Limit sensors were supposed to be installed as part of the RECALL / REWORK. Another Fluidra qualified technician said these weren't part of the RECALL / REWORK even though it clearly states they were included on the Fluidra website.

Fluidra's response is that the RECALL / REWORK only covered the installation of new Hi Limit sensors and not the replacement of any existing sensors. That means if you didn't have 2 Hi Limit sensors already you would have 2 new ones installed.

This is untrue. The heater will not work without the existing 2 Hi Limit sensors and the original Fluidra qualified technician has quoted me to replace them as this is what causes the F2 error.

The 2 Hi Limit sensors should have been replaced as part of the RECALL / REWORK and consumers should not be paying for this out of their pockets.

As this is a national product safety national recall it means the RECALL / REWORK wasn't done correctly and is a serious safety issue as the scope of work from the Fluidra's website is different to what was performed by their qualified technicians.

Worst customer service by the worst Australian Company – I own a EQ18 Chlorinator that has its PCB display replaced once under warranty by Fluidra and now 18 months later is needing another PCB display. The company (Fluidra) now refuses to replace it the second time saying the warranty is not valid as its "not transferable between purchasers regardless if its still in its original pool installation" and… Read more

the ACCC endorses that and the service customer agent said he will send me an email stating the evidence of support from the ACCC. Regardless, warranties don't supercede the Statutory Consumer Guarantee of a product that is of durable quality. Now the company customer representative refuses to engage with me stating I can go else where. WORST company ever!!

Another 1 star – I don’t normally review but i will never buy another astral/fluidra product again. 2 years on anything. I’ve had 2 call outs to fix the same issue not fixed each time log a new complaint and wait. I have now logged it with fair trading for a full chlorinator replacement and the response on my review will be sorry to hear about that. They rely on… Read more

buy their product once and never again eventually they will run out of customers. They don’t answer the phone, return emails or even repair their own product.

Terrible pool light build quality – Have Austral FLX led pool lights. One failed in the first 6 weeks of operation and was replaced under warranty. A second one failed about 12 months later. Both times due to water ingress. The cost to replace a flx light is not over $500 and for that they will only give a 12 month warranty, What a joke! don’t buy Austral equipment. Show details

Astral pool gas heaters – Do yourself a favor and stay away from fluidra and astralpool. I had 3 viron evo gas heaters. All failed within 1-3 years. These units cost upwards of $7000 so I expect some reliability. Then they had product recall on gas heaters because they may explode! Work took many months of waiting and pool heater didn't work after recall work. Service was… Read more

terrible and I just gave up and bought pentair units instead. Also 2 out 3 astralpool viron evo pumps failed!

Amazingly bad heaters – I bought two Astral pool heaters for different houses and have had nothing but headaches. Perhaps I should have done some research. Constant malfunctions then a recall and then more malfunctions. These heaters really are hopeless and unreliable. I can't wait to get them changed. Sincerely, avoid buying one. I don't know where they are made but it is amazing that they can be so bad. Show details