Wybot

Trading Entity: POOL SHOP 2 U PTY LTD (trading as Wybot Wireless Australia) Product: Wybot S2 Solar Vision If you are currently dealing with a faulty Wybot product and being stonewalled by customer service, do not waste weeks going in circles. Here is my experience and the exact process required to enforce your statutory rights under Schedule 2 of the Competition and Consumer Act 2010 (Australian Consumer Law).

Persistent Docking Issues & Major Battery Failure: From early on, the unit rarely self-docked properly at the pool wall upon completing a cleaning cycle—a constant source of frustration that required manual retrieval almost every time especially as this feature was the reason I bought the robot. While I initially put up with this ongoing flaw, the machine subsequently suffered a complete battery failure. The main power cell completely failed to charge or hold power, rendering the unit dead, unusable, and unfit for purpose

Under Section 260 of the ACL, a complete failure of a core component (like the battery) is a major failure. When a major failure occurs, the choice between a full refund or a replacement belongs strictly to the consumer, not the trader. Throughout this process, customer support—if it was even a real human and not an automated AI bot running canned scripts—repeatedly tried to force me to accept a product replacement instead of a refund

Despite explicit written requests for a refund, support repeatedly pushed a replacement unit. It was only after I threatened formal action through NSW Fair Trading that they reluctantly agreed to process a refund.

I returned the faulty unit to their Sydney warehouse facility and obtained a signed drop-off receipt. Incredibly, despite taking physical possession of the machine, support attempted a second time to push a replacement on me instead of fulfilling the agreed refund.

When I re-insisted on the refund, support confirmed that it was "processed successfully." However, when no funds arrived, they retracted that confirmation, claiming a "verification error" and asserting that internal corporate audit policies prevented any payout for a couple of months.

Recognising that support was utilising deliberate stall scripts (or automated responses), I lodged a formal Consumer Claim with the NSW Civil and Administrative Tribunal (NCAT) against POOL SHOP 2 U PTY LTD. Within days of NCAT serving the official Notice of Listing on their registered corporate office, the company abandoned their "audit" stance, contacted me to state the refund was "urgently processed," and transferred the full purchase price back to my account.

We've owned a Wybot C1 pool cleaner for about 2 years and it has been working quite well. However, one of the pins on the charging port has broken off making the machine inoperable. I contacted Wybot to buy a new charging port (it's a small item that would get damaged quite easily) and they said they don't sell them. Also they couldn't direct me to an authorised repairer. I wouldn't buy the product again unless they change their after sales support capability quite significantly.