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Astral Pool heater recall!
We had an Astral pool heater installed in dec 2019, via our pool company (pool company were amazing) however Astral are useless, we cant use the heater due to the recall advising it could cause death or blow up should it be used- its been over 5 months , numerous calls, messages, emails with no updated and we are told the same thing every time we call that it will be two weeks. There is no human to speak with to escalate the issue. There should be a class action. We have also called Consumer Affairs Australia who also said they can't do anythi...ng to help, nor can the GAS regulator, seems no one in this country can help us with anything. Our builder ripped us off and VCAT did nothing there and now it seems Astral can get away with not replacing the pool heater and we cant use our $70K pool in Melbourne. What a joke!! Do not use Astral as the customer service is shocking. It seems we will now have to start the long arduous process of engaging with our solicitor and VCAT again!
AstralPool Heater Recall - What a waste of time and money!
We were told by our pool plumber back in May that our Astral pool heater was subject to a recall and that we should disconnect it immediately. I lodged a claim under the recall and was assigned claim #00596936. Its now been 5 months. I haven't heard from them once in that time, despite numerous calls to them. Each time i call i'm told that "it should only be another couple of weeks". Well, here i am, 5 months later with a $5000 pool heater that is gathering cobwebs, and Astral Pool couldn't seem to care less. I've now been on hold with them for...30mins this morn on an endless loop of "we'll be with you shortly" messages... My next call will be to NSW Dept Fair Trading to formally complain, and seek a full refund. My advice, find another company for your pool needs - these guys couldn't care less about their customers.
Zero customer service and a terrible product
We are also part of this faulty heater recall. The customer service line is terrible telling us for months someone will contact us in 7-10 days. We never get a call. Can't get any other detail or will they put us in touch with the repair agent. I would never recommend or buy again from this appalling company. There should be a class action against this company as from the reviews here we are not alone.
Terrible service! Bunch of liars!!
Heater was recalled back in May, promptly went through paperwork I was assigned a case number 601400. That’s it. No progress from there. I have been calling the number ( which also is a third party call centre) the answer I have been getting every time I call is : “someone will be in contact with you to book the replacement in the next 5-10 business days” this has been going on for 5 months now. Liars!! Hard earned money spent on a pool, the pool is shut down for months now!! Sent multiple emails to customer care, no answers. Live chat on website says the same thing “ will be contacted in 5-10 day” no one gives an escalation contact. Next step is legal action!!! Disgusting service!!!
Worst customer service ever
Never I have encountered such poor customer service, our heater has been out of action for over 6 months with no prospect of it being replaced any time soon. Trying to speak to anyone who can make a decision is an exercise in futility. Endless spas who we bought the equipment off have not been able to help either. Case no 00624471. Legal action now seems the only recourse. Do no buy anything to do with this company
I strongly recommend not to deal with this company which has no sense of service nor customer satisfaction
6 months delay for a replacement piece promised to arrive always next week. No ability to speak to manager. can’t escalate my case. Company has no sense of service /customer satisfaction
Just purchased a pool pump, tried 5 times to register warranty, gave up in the end. Very frustrating. Astral please fix your system, though reading your reviews you have many other problems to fix!
We are one of the recall heaters - Astral HiNRG.
Case number # 00596423. We have been dealing with this since May 21. Filled out all the paper work and sent back promptly. PROMISED a replacement heater ASAP. We operate a small swim school and rely on heating. We have been in regular contact with the ONE & ONLY number provided to seek some update on the replacement. Every time it’s just a person answering the call & going through the procedure as instructed to take name , case number and add it to their daily excel spreadsheet sheet which I hav...
Pool heater faulty - Astralpools continue not to follow up as promised and have not provided replacement
In March 2021, we were advised by our pool service company that there was a recall on Astralpool heaters for risk of catching on fire. At the next available opportunity, we confirmed the model details, disconnected the unit and requested the cable required to run the automated system. This cable was installed as per printed and video instructions but a F4 error resulted. Contact with the recall team was unable to fix this issue and the customer service was unable to contact the technical department at this time. Multiple emails requested u...pdate were sent. Began calling them every few weeks. Kept getting told we would be contacted within 5 days. told on 13 Sept units had passed compliance testing and installers getting units and we would be contacted within 2 weeks with install date. We advised as far as we were aware still F4 error and all costs to rectify green/non-filtering pool would be charged to them. Asked to speak with management -apparently they weren't answering and told it was lodged and they would call us in 5 days. They did not call. Further calls made and we advised that sick of being lied too and that if they continued in this manner we would installer a new heater ourselves and charge all costs to them. Were told they would be in contact within 5 days. we asked for confirmation of this vi email. They did not send email and no contact was received. This is an absolute joke. We cannot use our pool, it is not even running the filter program due to the F4 error. Our pool is not functioning through no fault of our own and no information from customer service that is accurate or reliable can be received. Every call has been to the same person at their customer service and not once have they followed up as promised. Ombudsman, replacing the unit ourselves, and taking legal action to recoup costs seems to be our only recourse.
Faulty Astral HiNRG Pool Heater
I have had nothing but problems with the pool heater since we purchased it 3 years ago. The first heater we purchased broke down and was replaced under warranty within about 1 year. The second heater has also broken down. After the recall fix the engineer found further issues with the heater so still cant be used. I have called Fluidra 5 times and keep getting fobbed off. They sent be an email on the 14th Sept stating I would be contacted in 5 business days to book an appointment, still no contact at all! Worst service and heater DO NOT BUY ONE
My Astral gas heater literally blew up in my face. Only when I was searching for a technician to fix it that I had found out that was a recall for the product. I was never contacted or notified that these gas heaters were faulty. My Case number is 00610726. We were promised a replacement in September- it's now October and they still can't provide a timeline. I will be purhcasing a new gas heater & going through consumer affairs to claim back the loses plus potential injury.
Viron Pool Heater Repair Non Existent
Waiting almost 5 months for gas heater repair case number 00598135. Limited communication on issue and empty promises on estimated time of repair. Have not been able to use pool for months after spending 12k on Astral equipment. Have had nothing but problems with this heater from day one and the customer service from Astral has been absolutely horrendous. How they stay in business is beyond me. Hands down the worst company I have ever dealt with and that is no exaggeration . My advice- stay away from these guys as they are grossly understaffed...and live in the dark ages RE customer service and how to run a modern business. If you have a problem get ready for a world of pain. Word on the street is many pool store/maintenance guys are steering customers away from Astral products as it is reflecting badly on them. Sure your under the pump with repairs and delays are to be expected BUT that is more reason to keep the lines of communication open and give estimated repair times rather than lying to customers every time they enquire. Have a queue system where people can see how they have progressed?? Whoever runs this show is an absolute dud!
If i could give them zero i would
Astral pools have totally botched the handling of this product safety recall. I have called now four times and every time i am promised a case manager will call back. Nothing but the sound of crickets......
They have forgotten their customers and the fact that due to their poor products we don't have a functioning heater for five going on six months. Compensation for the inconvenience - Hah ! cant even get them to come and fix it!!!!
Just lame excuses on their website and leave their poor customer service team to deal with the complaints whilst management hide and refuse to return phone calls and actually speak to a customer.
VIRON Pool heater recall - terrible service
Advised of recall 25 April 2021; registered pool heater and sent away for dongle. Contact with them '[Name Removed]' on 22 June advising service request; contact them again 28 June advising not heard from them as per their text message. 5 July another text message re pool heater, technician 'fixed' pool heater 6 July..... but...... needs and electrician to do something else. 7 July advised that electrician had attended but didn't see him, even on CCTV. Then the phone calls start every Friday, and here we are 12 September, still nothing, no one...scheduled. Last Friday, phoned to have recorded message saying you will be attended to in 17 minutes...... 35 minutes later some one picks up. Disgraceful, disappointing, unprofessional service UPDATE - 01/10/2021 - Technician on site again today..... STILL NOT FIXED, advised to get Ausgrid out to check the switchboard (Ausgrid inspected the board, output 247 volts, well within parameters and board in excellent condition); when you ring they say the wait is 7 minutes. TRY 47 minutes!!!! - we'll get back to you on Tuesday AFTER the long weekend, thanks Astral. UPDATE: - 06/10/2021 - Technician, [Name Removed] on site today; believe it or not people the heater is now FIXED. [Name Removed] was very helpful, polite and was able to get the heater up and running.
Faulty heater still not fixed now 8 months and 3 weeks !!!
8 months 3 weeks and no heater cannot use the pool or spa
This company Do not care after 8+ months Say they don’t have the parts ! Why not replace the faulty heater ?
6 days ago said they will be in contact and nothing
Have a look at reviews before you go anywhere near this mob disgraceful!
Questions & Answers
Hi there, can I please have an update on my product recall case # 00590967? I followed up with our agent - George - a week ago but haven't heard anything since. Thank you.
I have astralpool equipment installed 20 months ago as a package with the new house through stylemaster and rode pools service. Wonder what is warranty period for chlorinator because display is to dark and unable to read and Bluetooth stoped working?
Thanks for your inquiry. Please refer to our warranty information: https://www.astralpool.com.au/warranty-information
If you need further assistance, we can be reached at the live chat located on this page during 9am-5pm Mon to Fri: https://www.astralpool.com.au/contact
Zodiac & Astral Pool/Fluidra Support
Fit for purpose = 5 years plus. Irrespective of the warranty period.
I have been on wait after calling the Customer Support line (1300 727 116) coming on 90 minutes now. Despite 3 auto updates advising that my remaining waiting time is zero minutes, I am becoming sceptical. Is there a better support channel to use than the call line? Thanks.
We apologise for the delay in response, unfortunately, we are experiencing higher than normal call and email volumes. We recommend you reaching out to use via LIVE CHAT support. It is located on this page during 9am-5pm Mon to Fri: https://www.astralpool.com.au/service-my-product
Fluidra Case Management Team
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