AstralPool CA Media Filter Series
Verified1 review
Poor customer service – Unit fails pumping media back into pool 6 weeks over the 1 year from the actual purchase date. It was not installed or even operational til over 8 weeks from that date. Purchased 2nd August. Installed in 1st week October. Pool finished for use in December.Fails in mid September. Sorry it's out of warranty... Spent over $14k and this is the customer service..Avoid Austral products.
Purchased in for $1,004.
As I have provided previously the invoice for the handover was in the 1st week of October. The invoice you are referring too is for concreting that was being carried out prior to your pool equipment go onto...
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Hi David, Thank you for your review. As you know, we have reached out to you privately to discuss and explain our warranty terms and conditions.
When it comes to warranty we are bound by our warranty terms and conditions(which are supported by the ACCC) and the warranty starts on the purchase date, installation date or handover date, essentially whichever one you can prove which gives you the most warranty(usually the handover date). Unfortunately the latest date you could prove to us is the invoice dated 03/09/2023. Therefore this is when your warranty started. As the issue was logged more than 12 months from that date it is considered out of warranty.
We still sent you the parts required as a good will gesture to help you in resolving your issue but you have notified us that you will not be using them.
You have also now provided documentation which would have put you in warranty at the time the claim was lodged. If this was provided to us when we requested it then we would have gladly organised for one of our technicians to complete the repairs.
As I mentioned to you privately the tank itself is still under warranty until 2033 so if you have a leaking tank before then please lodge a claim and we will provide you with a replacement.
Kind Regards, Astralpool Australia