Thanks everyone - had been considering an Astrapool heat pump but not any more. Do they really monitor this thread? Lack of any responses says more than the lousy reviews!
Hi,why do viron chlorinators blow the semiconductor at the volt.symbol and blow the surface mount fuse?
Current Affair should be involved in this recall and all the empty promises made by Astrapool.
They’re hopeless
Why should I consider buying an Astral inverter heat pump when the reviews clearly indicate a lack of customer service?
You are right, customer service is very bad. Yesterday I was waiting for over 2 hours on the phone. And they did not answer or solved my problem. They gave me phone number of repair agencies. They did not even try to understand my issue, which was related to their server and internet communications. Our Connect 10 did not see their server. And it happens each year, when weather gets better and many people start to use their pools.
Don't even think about it! You'll be so sorry you did. All of these reviews can't be wrong. I've had the same experience - been waiting nearly 12 months for a replacement gas heater for the spa - with all the usual promises, if and when you can even get through to them. An absolutely appalling company to deal with - can't believe a thing they tell you. Would never recommend them to anyone.
Many thanks for taking the time to respond. I definitely will not be engaging with this, clearly poorly run, business nor even consider their products.
Bunch of dogs, why can't you keep your end of the deal by performing the heater recall. Good at taking peoples money, but no after sales service!
Totally agree with you Emm. Disgusting lack of transparency and customer care. They should be de-registered. We all need to band together to lodge a class action.
I have been in contact with you once by email (no response) and 3 times via online chat seeking to speak with a technician, and still no response. Going by the previous reviews and questions by other customers, quite clearly no one will respond or contact me to deal with the issues i am having with heater pumps.
Completely agree Brendan - I've given up. Returing the faulty product to the store. I am fortunate in that the product can be easiliy returned, a heater pump is going to be a tricker to return of course. Best of luck.
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
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?
Hi Nazie, Thanks for your inquiry. Please refer to our warranty information: external link If you need further assistance, we can be reached at the live chat located on this page during 9am-5pm Mon to Fri: external link Regards, 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.
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: external link
Regards, Fluidra Case Management Team
I have been trying to get an appointment for a warranty issue. I have spent 2 weeks talking to different people and promising the world but never hear from anyone. Now been 2 weeks and my pool pump is still not fixed and my pool is green. They said we would get a text within 24 to 48 hours and I am still trying to chase it up. So now going on to week 3 and still nothing. This is now the 2nd pump that has failed. I want an appointment asap not your general response that you put on the site.
Hi Sally, Thank you for taking the time to share your feedback. We apologise for not attending to your inquiry promptly. Unfortunately, we are experiencing higher than normal call and email volumes.
Please contact us via LIVE CHAT to determine how we can provide you with a solution. We can be reached at the live chat located on this page during 9am-5pm Mon to Fri: external link . Please quote your case number if you have one so that we can fast track your case for you.
Regards, Fluidra Case Management Team
Ni guys,i have a E25 salt chlorinator, its only 9months old,could you tell me if there should be a light on the front panel,having to use a torch to use it on a night.thankyou Mark Rainton
Hi Raino, Yes the E-series has a backlight in the screen that is active when the unit is on, but there are not lights on the buttons. If you need further assistance, we can be reached at the live chat located on this page during 9am-5pm Mon to Fri: external link
Regards, Fluidra Case Management Team
Hi my name is David Marshall i pit a claim in last November for my pool barrel and still nothing has been done
We have a Astralpool sand filter EC model, 2015, in the last 3 months two of the connecting nuts to the multi port have cracked - ( inlet and back flush lines ), they were hand tight & pipework straight / in line. Our pool shop was out of stock ?, so is this a common fault? Fran
Not a common fault Easy to fix tho can get the bolts from Bunnings or just a new mpv
I purchased a astral pool leaf catcher and cannot get it to work.i need to talk to someone to find out why . I had another leaf catcher in my same set up that worked the astral does not work ,Please help me
Hi ... bought from our local pool store an Astral salt system. Under warranty...first one replaced would not produce chlorine. Second one put one pool guy said it had bent screw. Got another.... it’s not producing chlorine... we can set it full max... salt at 4000. No chlorine. Say 1+.Help if you can?Thank you...Happy Pool.. Happy Life.....
Hi. Our Astralpool VX reverses polarity to clean the cells and this takes some time and can't be cancelled. Maybe that's what is going on? Don't bother calling Astral Pools as they never return calls. Timers are tricky if you wan't to use it overnight but have found a solution. If no luck take it back under warranty and get them to test at the pool shop. Good Luck. Banjo
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