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Astralpool Australia

Astralpool Australia

1.3 from 181 reviews · View Statistics
See the Best Pool & Spa Shops in 2021 as rated by Australians on ProductReview.com.au.
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Reviews

1.3
181 reviews
  • Value for Money
    1.4 (132)
  • Cleaning & Maintenance
    1.7 (100)
  • Product Quality
    1.3 (138)
  • Return Claim MadeYes (50) · No (80)
  • Warranty Claim MadeYes (84) · No (52)
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Astral Pool heater recall!

published
Value for Money
1/5
Cleaning & Maintenance
1/5
Darren M.
Darren M.Sydney, NSW

AstralPool Heater Recall - What a waste of time and money!

published
Value for Money
1/5
Product Quality
1/5
Sean H.
Sean H.Sydney, NSW

Zero customer service and a terrible product

published

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.

Value for Money
1/5
Cleaning & Maintenance
1/5

Terrible service! Bunch of liars!!

published

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!!!

Value for Money
1/5
Product Quality
1/5
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Hank S.
Hank S.Greater Melbourne (Outer), VIC

Worst customer service ever

published

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

Value for Money
1/5
Product Quality
1/5
Stephane A.
Stephane A.Sydney, NSW

I strongly recommend not to deal with this company which has no sense of service nor customer satisfaction

published

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

Value for Money
1/5
Cleaning & Maintenance
1/5
John W.
John W.Sydney, NSW

Warranty

published

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!

Incentivised Review No
Return Claim MadeNo
Vanessa
VanessaRichmond-Tweed, NSW
  • 3 reviews

DISGRACEFUL

published
Value for Money
1/5
Cleaning & Maintenance
1/5
Loni
Loni
  • 3 reviews
  • 2 likes

Pool heater faulty - Astralpools continue not to follow up as promised and have not provided replacement

published
Value for Money
1/5
Product Quality
1/5
AstralPool
Fluidra AustraliaAstralPool
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Alex Z
Alex ZSydney, NSW
  • 2 reviews
  • 1 like

Faulty Astral HiNRG Pool Heater

published

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

Value for Money
1/5
Cleaning & Maintenance
1/5
AstralPool
Fluidra AustraliaAstralPool
Nickolas
NickolasSydney, NSW

Recall Failure

published

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.

Value for Money
1/5
Cleaning & Maintenance
1/5
AstralPool
Fluidra AustraliaAstralPool
Nickolas
Nickolas

Thank you for your response. I have now been contacted by a case manager and will provide an update once it's resolved.

Regards,
Nick

Viron Pool Heater Repair Non Existent

published
Value for Money
1/5
Cleaning & Maintenance
1/5
AstralPool
Fluidra AustraliaAstralPool
Ren
Ren
AstralPool
Fluidra AustraliaAstralPool
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David
DavidGreater Melbourne (Metropolitan), VIC
  • 2 reviews
  • 2 likes

If i could give them zero i would

published

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.

Value for Money
1/5
Cleaning & Maintenance
1/5
AstralPool
Fluidra AustraliaAstralPool
RicW
RicWSydney, NSW

VIRON Pool heater recall - terrible service

published
Value for Money
1/5
Cleaning & Maintenance
1/5
AstralPool
Fluidra AustraliaAstralPool

Faulty heater still not fixed now 8 months and 3 weeks !!!

published

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!

Incentivised Review No
Return Claim MadeYes
Purchase TypeSpa
AstralPool
Fluidra AustraliaAstralPool

Questions & Answers

Joel M.
Joel M.asked

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.

Joel

No answers
Nazie D.
Nazie D.asked

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?

2 answers
AstralPool
Fluidra AustraliaAstralPool

Hi Nazie,

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

Regards,
Zodiac & Astral Pool/Fluidra Support

Gerard Fennessy
Gerard Fennessy

Fit for purpose = 5 years plus. Irrespective of the warranty period.

John P
John Pasked

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.

1 answer
AstralPool
Fluidra AustraliaAstralPool

Hi John,

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

Regards,
Fluidra Case Management Team

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