Terrible Customer Service
I have a Zodiac Automatic pool cleaner that malfunctioned in July. It took over a week to even find out about a warranty repair, as the company refused to deal with me and avoided my questions and requests. They instead tried to deal with the pool shop I purchased it off avoiding me, and happier coy when questioned about it.
Due COVID restrictions at the time, tradies were not allowed to your house so it could not be repaired. I am happy to accept that. However, tradesmen have been allowed to people's houses for over a month now and I have not...heard anything from Zodiac regarding my repair. We have even gone past the opening up of Sydney to no avail. I decided to contact the company to follow up, just to be told they are busy and cleaners are their lowest priority to repair and I'll have to wait for a long time still. Unless they have someone who can get fit me in specially in the next 3 weeks. But no one in the company want to response or answer calls/emails. So it will be over 3 months without my cleaner and Zodiac trying to do everything they can to avoid fixing it. On quoting ACCC warranty laws to them they became very hostile and ended the call. They tried to get my local pool shop to fix it but refuse to pay them for labour or warrant their workmanship.
Zodiac VX50 robot cleaner
Pool cleaner is ok however warranty work via Zodiac is of the poorest quality!!! Had to chase up as to when the cleaner would be picked up.. cleaner been gone over 5 weeks still no correspondence regarding fix/return of equipment. Chase Zodiac up to be to told they will look in to it. Be over 6 weeks with no pool cleaner. Don’t buy Zodiac…. Buy other with a better after sales!!! Read all the negative reviews regarding poor customer service! I have another zodiac product Hydroxinator which stopped working and I’m having dramas just to get it repaired!!
Appalling after sales service
Appalling after sales service. Call centre staff do not try to help. I would suggest you pay more and get a brand that lasts more than 18 months. Has a 10 year warranty and they are unhelpful to say the least.
Unreliable and poor quality products.
Pool installed 2017. Run my Magnapool filter & chlorinator 3hrs per day outside summer & up to 10hrs a day during summer. 2 weeks ago the variable speed pump had to be replaced. Replacement cost quoted at approx $1800. I was dismayed. Late last week I noticed the chlorinator was not producing chlorine. Had a technician over who determined the control box needed new batteries. He was astonished to see batteries soldered onto mother board. Result? Buy new mother board $300 plus installation.
DO NOT BUY ANYTHING FROM ZODIAC
I have been in business for 50 years and dealt with suppliers, subcontractors and customers as well as being a consumer myself. Zodiac would rate as probably the worst company I have dealt with. Check out the product review for my own Zodiac ZS500 pool heater on the Product Review website for details.
I cannot get Zodiac to respond to me and answer why my repairs to the heater are not covered under the Australian Consumer Laws which their own voluntary warranty acknowledges. I have now made Application to QCAT for a hearing, it would appear...the only way to get Zodiac to communicate! It would appear from reviews on this page and those on the ZS500 review page this is how Zodiac treat all their customers. We build several pools a year within my construction business, I have directed that we do not under any circumstances use Zodiac equipment and to advise clients and potential clients why.
Worst Customer Service
Purchased a Pool Chlorinator but the cell needs to be replaced. Took it back to the Pool Shop and were told to call Zodiac as it is two months out of warranty.... they didn't care even after we told them that our sand filter we purchased three years ago and had to have this replaced as the seam split. Will be moving from Zodiac products in furture.
Worst customer service I have ever experienced
Brand new chlorinator stopped working after 2 months. Said they were coming, never showed up, said we cancelled! Again said they were coming then cancelled. Sat on hold for 53 minutes only to be told “cancelled by customer” (never happened). They don’t seem to have any competition and herein lies the problem. They have stuffed us around for 7 Weeks. Still not fixed. We are now wondering if there is a consumer group we can escalate this to. Reading these reviews, we are not alone. My question is, does there exist another group we can do business with so that we NEVER have to deal with Zodiac ever again? Now looking to lodge a formal complaint with a consumer watchdog...DREADFUL service!
Worst customer service
Worst customer service ever. Have had our robot cleaner in for 6 weeks and they won't answer my phone call or our pool supplier's calls. Have also sent emails but no response. Will never buy from them again.
Terrible Customer Service
Zodiac has terrible customer service. We are a pool shop that occasionally sources parts from Zodiac. Rang three times one day and left messages after a substantial amount of time on hold with the message saying that I would maintain my place in the queue. No one rang back with one hour wasted. Rang the next day and waited 45 minutes for my call to be answered. This is disgraceful service from Zodiac and the swimming season hasn't even started.
Horrible product, horrible service
Our Zodiac pool heater mother board has blown twice since installation late in 2018. The motherboard circuitry has rust in it suggesting water is getting in it. This is an outdoor unit. Speaking to Zodiac takes forever and we have o constantly call them to ask them to come and fix or replace this defective unit, but we have no luck with them. The latest installment of issues is the pool heater fan and aircon stops working and steam comes off the heater. We have switched it off now as we are just not confident in the product and the company to resolve the issues. I wouldn't buy this product or deal with this company.
would never buy Zodiac again
we purchased an entire set up of Zodiac pool filter, pump and chlorinator system 4 years ago and we have had nothing but trouble with each and every part since. the elctronic control board for example was replaced twice after perishing and becoming unreadable/unusable. i was told by Zodiac that " none of this is supposed to be in the sun".we also had a problem with the pool pump and Zodiac said they would do a courtesy repair as we has had it repaired previously also BUT we needed to drive it to them approximately 60 to 70 kms away from us and...return again to collect! now we have another issue with the chlorinator and 2 separate pool repair people have told us that Zodiac only last 4 years at most. that is outrageous as our previous equipment lasted 17 + years before replacing with this inferior product. so incredibly disappointed as we thought we were buying a superior product but obvioulsy all of it is inferior to say the least. One lady tech whom came twice to repair the control board was outstanding but the drama involved to actually get someone out for a warranty repair well...so we need at the least a new chloriantor for around $1500. thanks for nothing and the lasting memories Zodiac.
Zodiac ph perfect auto acid doser . The product is rubbish support non existant
Acid dosing unit was pepurchased as part of a pool management system for a 100,000 litre lap pool chlorine free system extremely sensitive to ph variation 3 year warrantee 12 months in unit fails cystolic pump corroded out from leak . One month wait and multiple calls to zodiac . Repair tech indicated zodiac Perth was in management crisis .
Unit failed again 12 months later pump stripped from acid leak at cystolic again . This caused a major algae bloom to pool while we were overseas , $300 worth of chemicals and cleaning required to get wate...
Outstanding warranty response and outstanding onsite service from Steve
So often companies get trashed on Product Review for poor service, and you never hear about the 'nuggets' of outstanding customer service, often the results of the dedication of one person, in my case Steve, from Zodiac. I had problems with my Zodiac Aqualink system, initially I have some difficulty getting a response from the customer service team. One phone call and they were happy to get into action. A few days later Steve arrived and quickly determined the problem with the system, and it was fixed. Even tighten my filter connection which actually had nothing to do with the Aqualink problem. I was expecting a charge for some of the work, but the whole job was covered by the warranty. Well done Zodiac, and well done to Steve.
Questions & Answers
After being ignored by Zodiac for 3 months despite receiving indications thay would contact me I reverted to the web site and found a CHAT SERVICE. Responed very very quickly. Took details and indicated follow up process. Now, whether this does happen is another story BUT so far I feel I have had a great forward step to solving my problem with Zodiac. I want Management to know that at least one person actually showed some interest as no one else seems too. Why does it take so long to get any type of response????
Thanks so much for the detailed review. We want to let you know we've taken the good and the bad elements you've mentioned in your review to heart. It truly is an issue that we've been working on to reduce the response time on email inquiries and make the whole process more streamlined. Recently we've made some changes to our CONTACT US page https://www.zodiac.com.au/contactus, hopefully this will make it easier for our customers to reach out to us and us process the requests in a more timely fashion.
Thank you again for taking the time to share your experience with us.
Zodiac & Astral Pool/Fluidra Support
But I still havent heard about my $100 cashback....when will this happen......
If you can DM us your full name and email I can look this up for you.
Zodiac & Astral Pool/Fluidra Support
Get an answer from our members and Zodiac representatives
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|Products / Services Offered||Pools, Servicing and Spas|
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