Badpolaris

It has week almost a month since I first contacted Polaris about the inferior pool cleaner and I emailed Customer service last week. This was their response: " Dear John, We are writing in response to your recent request received via electronic mail regarding your Polaris 380. Thank you for giving us the opportunity to assist you. We see in your account that you called in and spoke with one of our reps regarding your cleaner. We see that the cleaner wheels will move by hand, however it is not currently operating under the booster pump pressure. Will the wheels turn out of the water? What is the pressure coming out of the return line? If the wheels move out of the water, what are the wheel RPM's? In your account dated: 6/8/2010, we show that you called in and Josh from Pool Pros was to take your cleaner to his shop to repair any parts needing service. We show that your cleaner was purchased August 2009 and is still covered under the parts and labor warranty. We are awaiting a call from Josh at Pool Pros to request the parts needed for repair. We apologize for the inconvenience this issue has caused however we will do what we can to replace the parts needed to make your cleaner operable again. Thank you kindly. Your satisfaction with your Zodiac Pool Systems product is very important to us. If we can be of assistance in the future, please do not hesitate to contact us. You can reach a technical support representative Monday through Friday between the hours of 5:00am - 5:00pm Pacific time at our toll-free number: (800) 822-7933. You can also send an email via our websites 24/7: www.polarispool.com or www.zodiacpoolsystems.com or www.jandy.com" Paul Carr" How stupid, huh? They want their customer to perform analysis about water pressure which wheels thurn, yadda, yadda. This is after their agent Josh at Pool Pro HAS HAD THE MACHINE IN HIS POSSESSION FOR OVER THREE WEEKS. But, they "aplogize for the inconvenience" and they'll "do what they can to replace parts" Because "your satisfaction...is very important to us". Bwahahahahaaaa And to put icing on the cake they say "If we can be of assistance in the future, please do not hesitate to contact us." as if they even were of any assistance to begin with a month after I'm still w/o a functioning POS Polaris. So Buyers beware! This is Polaris' warranty customer service. POS product and Third world poor service.

LOL It's not the machine. It's the lousy service. Trust me Polaris may make some machines that work, and work well. But if it fails, you're sucking wind...

Thank you and the others for your recommendations. I will be checking the Aquabot turbo out for my next purchase. It still amazes me that a company like Polaris treats it's customers with such disregard. I'll let the posting board know when I finally get a Polaris cleaner back...

Thanks. I check it out!

I was dissapointed that the 380 broke after a few weeks. Had they come out a week after I contacted them under warranty , tried to fix it & left me a new one when they couldn't. I would have been OK with that. But this "screw the customer, he can be without the unit for a month" attitude is what tells me this company has no clue about how to keep customers.

They had a $150 trade up program. So thought I'd let it run twice as long as it should to save $150. My bad...

LOL Thanks for the laugh. There's not much else to do....

My Polaris broke after 6 weeks. It's been almost a month since I first contacted Polaris about warranty. They do not replace a defective 380 cleaner they need to "fix" it. When I complain about the lenght of tome to Pool Pro in Quakertown, PA he says " :Polaris has a specific set of rules to follow under warranty. When I complain to Polaris, they say, " I'm sure it probably only needs a cleaning". So after paying premium dollars for an inferior machine & WORSE WARRANTY SERVICE, I'm spending hours manually vacuuming the pool. They may have made quality pool cleaners 23 years ago. My first Polaris 380 that came with the pool lasted only 4 years. The new one only a few weeks. I strongly recommend you look other than Polaris for your future pool needs.

I have had an in ground pool for about 5 years. It came with a Polaris 380 pool cleaner. It did a decent job for 4 years, albeit it kept getting hung up on pool steps & needed to be run 6 hours to clean the pool. Last year the wheels "froze". So after 4 years I replaced it with another Polaris 380. Not real happy that it looks like it has a 4 year life span but maybe the new one will last longer. Hahahahaha it lasted for 5 weeks last season & 4 weeks this year. So I call Polaris customer/tech services. Well YOU just can't get thru. I think they have a number but no one mans the phones. OR their products are soooo bad that they are swamped with calls. So I go on their website & connect with a rep via chat. They say I need to go to the dealer. They give me a local dealer, Pool Pro, Quakertown, Pa since I bought the broken new one on-line. I call Pool Pro & say Polaris told me to call under warranty. Should I drive the broken one up & get a replacement? OOOOHHHH, NNOOOOOOO. You can't do that. we need to evaluate the problem on site. OK. The come one week later. The service guy takes the unit apart, says he can't find the problem & start the cleaner pump before he has it completely assembled and blow a part into dense shrubbery & ground cover....He can't find it. He leaves the cleaner and says he'll be back with parts or a new cleaner. A week later I call & talk to Josh who says I need to back to where I bought it to get it fixed. I tell Josh that Polaris gave me Pool Pro as their service dealer but I will call Polaris to see why Pool Pro sells Polaris If they can't fix them. And, BTW, I tell Josh to replace the part his technician lost before I go to someone else. Josh then said he'd fix it. I then contact Polaris & tell them about the LOUSY service under their warranty. I guess they get soooooo many complaints they really don't give a crap. Josh picked up the cleaner a week ago. We call him today & he says he should have the parts "sometime this week". So by the time he gets the parts & returns the unit, assuming he can fix it) it will be close to a month. About 1/3 of the pool season. Overall the machine sucks, cheaply made and breaks down anywhere from 6 weeks to 4 years. Warranty service is a JOKE. CLEARLY THE WORST WARRANTY EXPERIENCE I'VE EVER HAD. Last year I had a$2,000 electric range that was defective under warranty. I called them. A week later they can out & looked. A week after that they came with a new one & replaced & installed with an electrician to transfer the cord. Warranty service as it should be. Polaris products are crap & their warranty service is even worse. When they bring back the POS cleaner, I run it until it dies again which will probably be in a few days & I will buy another manufacturer's cleaner. NEVER POLARIS AGAIN. BUYERS BEWARE, A WARRANTY IS ONLY AS GOOD AS THE PEOPLE BACKING IT. POLARIS DOES THEIR WORST IN BACKING THEIR INFERIOR PRODUCTS.