14 questions from our users
How do you Let a little water out of the pool?
We have an overflow pipe in the side of the pool - I believe these have now been installed in the filter basket.
To let water out of your pool you need to alter the valve so the filter motor pumps the water to a waste water outlet and the you return the valve to the regular setting. You MUST turn the motor off before altering any of those the valve settings. I would suggest you contact a pool maintenance person to look at your pool because pool plants often have an individual setup of their pipes, motors, valves etc.
Hi Ida, you are best to discuss this with the company who installed your pool or your local pool technician as every install will be different.
Sincerely, Compass Pools Australia
Hi I am about to get a pool put in and still debating whether or not to put in a self cleaning pool or one that requires the use of a robotic cleaner. I live in Southern NSW. It is a compass pool about 8m x 4m. The cost is quite expensive first up, but then is it? Do you save money on maintenance if you go for the self cleaning pool?
If the pool is in the open, not surrounded by trees then robotic might be an option. If you are anywhere near trees that shed leaves etc. or in a windy part of the state go the self-cleaning option, quality of life is more important than $.
What is the formal complaints process for Compass Pools. I do no want to go back through the local dealer as they can not communicate effectively.
Hi Lisa, sorry to hear that you aren't having the best experience with your local dealer, if you could please email firstname.lastname@example.org and include your contact and location details, one of our team can follow you up
Compass Pools Australia
Be interested to know what your issue was?
How much is the x trainer in the 7.2 length, with self cleaning and no extras?Cheers
Good morning Mary, if you have time today I would love to have a chat with you about ball park pricing and assist you with any other questions you may have. Our Number at Tomago is 02 4964 8322
I need a new filter for my compass spa, the side of my spa, the plastic has broken away, where can I get one please
Hi Rhonda, your local pool store should be able to assist you. Having said that you can also contact your Compass dealer and they will be able to suggest the best thing for you. Have a great day !!
How did you decide what colour to choose for the inside of the pool? I don’t want the colour to be too dark blue but at the same time I don’t want it to be a “wishy-washy” colour that looks grey. I want it to be an inviting Mediterranean blue. I’m interested what colour you chose?
Atlantic is deep blue ..... Pacific is a rich blue ...a softer blue is Evolution and more your Mediterranean blue ..... Hope this helps
We choose the Evolution which is more grey blue. I suggest looking on the website or even ask your sales person to see if you can have a look at a pool that someone has built in your area.
Compass are outstanding and should be more than happy to help.
Our compass pool is slowly losing water. Needs topping up each day.
We were told that maybe the seal around the hydrostatic valve needs replacement.
The pool was installed 10 years ago.
Any one else had this issue or has any thoughts before we dig up the pavers and surrounding area to the pool to start looking for the leak?
Dear Jane, leaks can be caused by a number of factors. The first step generally is to organise for a leak detection company to find the source of the leak. If you email us at email@example.com we can put you in touch with the local dealer who can provide further assistance/recommendations.
Thanks for replying to my email.
We live in Port Vila, Vanuatu and the original company that installed our pool has changed hands and no longer offer Compass pool services.
The reason I was inquiring about the seal around the hydrostatic valve is because a friend who also had a Compass pool installed by the same company around the same time also had a "leak problem" which was resolved by changing the seal.
I am looking for help in sourcing this seal and will then hire a scuba diver/plumber to refit the new seal.
Hi Jane, thank you for your reply, we have received your email and will continue our communication with you via email.
Compass Pools Australia
How do we remove water that has gone under our inground fibreglass pool? Has been losing quite a bit of water each day but too cold to go into water to investigate. Finally gone in, and can feel the bottom of pool has a bounce. It also looks like the outlet at bottom of pool was loose so not sure if this is how water got under pool
Hi Doreen, this needs to be looked at by your local dealer, can you please email us at firstname.lastname@example.org and provide us your full contact details including address so we can chase this up
Can you tell me how long the inflow system should run for? Even though the filtration runs for about 3hours the infloor jets only run for approx. 50 minutes and the dirt is not pushing to the main drain.
Hi Justin, it is dependent on your specific situation (eg size of pool, amount of debris in your environment, chlorine demand, filtration system you have installed). For your average sized pool with basic filteration/pump gear, filtration should should be run for atleast 8 hours a day at this time of year. For the infloor system we often recommend 2 full cleaning cycles a day which is around 3.5-4 hours a day (based on an average sized pool) but this depends on pool size and environement. If you send us an email to email@example.com with your details we can get our local representative to look at your specific setup and provide more accurate recommendations.
Dear sir, we recently purchased a compass x trainerpool with armour shield technology,with bi luminate and ceramic core,plus vantage cleaning system, my question is do we also need to use a water hardener ( IQ water hardener ) that we have been told protects the surface of the shell.
Hi Sam, please consult the pool owners guide which you should have received from the dealer on handover of your pool. In this document it spells out the care and maintenance of the poolshell. Generally speaking, you need to get your water tested and then follow the pool shop’s advice. There are no special requirements that are specific to our gelcoat, and hardeners would only be recommended by the pool shop if the calcium levels in the water were below the recommended range. You may need to request a hardness test, as it may not be a standard test. If you have any other questions or didn't receive the pool owners guide, please email firstname.lastname@example.org with your details.
My pool is only three years old and is now visibly uneven by more than an inch from one end to another. Have had cracks in the base. and numerous problems with equipment and plumbing failure. Paving and fence is rubbish too. Basically, nothing much has gone right. Anyone else have a similar situation with their pool and if so how did you deal with it?
Dear Concerned, this sounds highly unusual. As the pool shell manufacturer we do take your query seriously, however, have not had any feedback from our authorised dealers that match your comments. We are more than happy to follow this up if you can please email email@example.com with your details (ie name, address, email and phone number).
Compass Pools Australia
Have had similar problems with installation. Certainly issues with the pool dropping and cracks. A nightmare to be honest. Pool company have been particularly evasive when it comes to accepting what are plainly obvious problems. The best way is to get some legal help. They will assist you document everything and go through the right channels. We are going through the process at the moment. For us, straight up we just asked for our money back and the pool gone - that's how bad our pool experience has been.. We will see what happens. Might end up selling up to rid ourselves of the problem.
After about 13 years or so our fibreglass compass pool has cracked at the top along with the concrete beam alongside the fibreglass. I have contacted compass pools regarding a warranty repair and they have agreed to look at it but I must first sign a lengthy form and pay $250 upfront. Amongst the many conditions it says I will be refunded if the representative says it is a warranty job. Other than repair it myself I can't see much alternative but what do others think about paying up front for a warranty claim?
That sounds like Compass Pools - asking for the money up front. But now seriously, any warranty claims, pools included, should be investigated and repaired free of charge.
Thanks Tony. That seems the way it should be to me too. I have since pestered them a bit more and found that the warranty for the pool shell itself is held by compass pools Australia and the installation warranty is held by compass pools Victoria and since the cracking is probably due to poor installation and that warranty has run out then there is little chance of a successful claim. I will now pay the $250 and get their engineer out to advise on the best repair strategy but now with the full knowledge that a warranty is unlikely. In hindsight this is kind of what their complicated form says. So in my situation I am reasonably confident about what lays ahead. If there was a clear warranty claim then their method of dealing with it is annoying. Also with hindsight I would have used my own building surveyor for the construction rather than let compass appoint theirs who is now out of business. Other than this problem the pool has been great.
I must say that in the end Compass Pools helped me to a successful outcome. I was initially concerned that Compass Pools were being evasive, but after paying the $250 fee they did send an engineer and he was a real engineer who knew what he was talking about. Including his travelling he spent the best part of a day investigating the cracking and could not find a specific reason, and he did not try to confound me with jargon. He was upfront and honest. I indicated that I was prepared to assist in the process and so in the end I removed a piece of the concrete beam around the crack, Then Compass sent a fibreglass repair expert team from interstate and they did a great job. I then replaced the concrete to repair the beam. Compass also sent a new in floor cleaning rotor valve repair kit which I certainly did not expect as it would have been out of warranty. Long story short. It did take a while, they were not great at communicating their intentions, I was happy to cut out and repair the concrete myself under their guidance. I was delighted with the fibreglass repair which is almost invisible and I was surprised to get a new valve to get my in floor cleaning going again. Considering there was no clear evidence of faulty workmanship or ground movement and the age of the pool then I can say that Compass exceeded my expectations. And the pool is still fantastic.
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