Dolphin Tale of Woes takes a WEIRD Turn!

[CarlD]

Those of you who have followed my long tale of troubles with my Dolphin Dynamic, Maytronics, and Smart Pool, be ready for some truly odd twists!

I had eMailed the Maytronics rep in Israel saying "What's going on? I have a non-working Dolphin, and nobody's said anything!" He wrote that he was all over Smart Pool and that they said they were "working on it" How's that? Working on what? I have the Dolphin, they haven't contacted me, haven't even returned phone calls.

So yesterday I tried calling Smart Pool again, and got the exact person I had been leaving messages for.

Well, let's just say it got a little heated. I don't curse and I don't get rude on the phone, but I made it VERY clear that all her arguments about why there was nothing wrong with my Dolphin were meaningless--it doesn't work in MY pool (though my Blue Diamond does) or in my friend's pool (though his Aquabot does), and telling my pH needs to be 7.2 rather than 7.5 "because of algae on the walls" is absurd. (Algae, in my pool? Not likely, and the ONE time it happened, I posted it here--I post my failures and mistakes too.)

She said they replaced the motor, I said no way. That got her VERY hot "We don't SAY we do things unless we do it!" Me: OK, but it wasn't on the repair notice I got and it still moves far slower than it is supposed to (32ft/min vs 50ft/min specified).

As I said, it got a little heated. They also don't appreciate me "bad-mouthing" them here on the Forum "we don't bad mouth you"
"Go ahead!" says I...

Seems the Israeli rep has sent them ALL my eMails to him--and they didn't like it.

After all this dancing around she said they would send me another RMA via fax and I should ship it back in. OK, I'm not thrilled to be shipping it and paying for the shipping...AGAIN... but I figured it's what needs to be done, it's the right thing on both sides.

This was yesterday. Now comes the weird part:

When I get home tonight, as I pull in to head for the garage I see what looks like a Dolphin box on the front stoop. What????

My wife and older kid thought I had boxed the Dolphin up for shipping--but I had used that box the first time and Smart Pools returned it in a brown box.

No, It's a BRAND NEW Dolphin!--still wrapped in plastic, still with the manual in its bag. Color ME taken aback! It doesn't look like a returned unit, or a "reconditioned" (ugh--I hate that) one, but brand-spankin' new.

Now I'm not sure what to do! Do I take it out and try it? Or do I put it in the basement for the next few years till the Blue Diamond fails? Sell it as new? Do I still ship the old one back for repairs? Will they keep it or return it? I have NO idea, but I guess I need to contact Smart Pools tomorrow.

If it's a working, viable Dolphin, well I would have to say that's the right thing to do. But why Oh WHY? didn't she tell me this yesterday? Why didn't the Maytronics Rep? SO much agita on BOTH sides could have been avoided.

Now I'm wondering: Is it because they really want to do the right thing, or because of all of you/us, all 20,000 of us? I get the feeling Maytronics just wants to not spoil their American market. I think that's a wise decision.

But as I said, it's taken a truly weird turn, given yesterday's conversation and today's delivery.

Any comments, ideas etc? I must admit I am quite baffled about what this all means, and what I should do next.

[poolbee]

Wow Carl, that is great-finally! Too bad this couldn't have been settled before you bought the Blue Diamond. Since you did buy it, it may be asking to much to ask them for a refund instead of the new Dolphin???
Sounds to me like they just want you to go away If it were me, I'd not send the old one back unless they contact you again and ask for it. You have already spent too much of your own money because of them, and that thing is heavy and I'm sure would cost quite a bit to send it, plus insurance.
After waiting a while to make sure things are settled, you could probably sell it and try to recoup some of your loss.
This has probably cost them much more than fixing the thing the right way in the first place and has really hurt their reputation. Imagine how many people on this forum would have been more inclined to purchase a Maytronics product because of excellent service you could have been given. Instead, probably many dozens have been turned off. Should be a lesson learned by them, but probably won't be.

[hzz]

What a story. What to do is the qeuestion.
I would give them a call tomorrow and see if they still want your old unit back.If they do, and I think they will, perhaps they would agree to pay the shipping on it.
Is it too late to return the Blue Diamond?If not, then try out the new dolphin and see that it is OK,then return the blue diamond.
If it is too late to return the blue diamond,then you have 2 robot cleaners.
That is no good, so I think you should send the blue diamond to me for further analysis ;-)
I have no idea what you should do.What a mess.Whatever happens, you're a lot better off today than you were yesterday!
Keep us posted!

[CarlD]

That is no good, so I think you should send the blue diamond to me for further analysis ;-)


Uhhhh---Yeah, yup, right. I'll get right on it...I've added it to the list.;)

[jabre]

Perhaps Maytronic is stuck in a bad position - between dealing with a lying distributor who may hold a contractural distribution agreement which may be very expensive (litigation) to get out of and direct end-customer responsibilities. I would say contact them and challenge them to step up and dialog directly with the end users of their products on this forum like others. Maybe, if they're honest, communacative and genuinely interested they can rebuild some of that trampled reputation.

[jimwnola]

Offhand, I would suggest thanking them for the new unit and return the old COD. Continue to document here, only fair. If you sell it, you came out fine.

[CarlD]

The new unit came from Smart Pools. I do not know if it was on their own incentive or on Maytronics'.

I will contact Smart Pools today and thank them for the new unit and ask if they want the old one--if not it will become the parts bin.

I still believe there is an issue with Smart Pools technicians. We've all been to good car mechanics, and inept ones. We've all seen competent pool services and incompetent, lazy ones.

When I was a kid, I worked for Singer fixing sewing machines (can't sew but I can fix most machines). The summer I turned 19, I was working for them--they sent me all over Westchester and Putnam Counties in NY fixing machines. Each store manager was supposed to be trained as a mechanic. HAH! There was ONE in all the area who knew as much as this kid did (he also taught me a lot, too). The managers would pretend to fix machines, guessing about what was wrong, and then would lie to the customer and bill them out the nose. I wouldn't do that--there was plenty of revenue in HONEST repairs. Singer was one of the early companies to have computerized payrolls--this was 1974. And they had it set up to hold back salary two weeks longer than was legal, and your check would arrive forward dated! So if you were due a check on August 1, you would get it on August 14, but the date would be August 1!

They had crookedness built all the way into their payroll software! I guess this is why the Singer company has disappeared and the brand was sold!

So I don't trust mechanics who return products that don't work, who claim repairs that aren't on my invoice, or are but clearly weren't done.

It may be as simple as Smart Pools replacing their mechs, or getting them retrained, or supervising them better. I don't know--it's not my business, it's theirs.

[poolbuoy]

Just wondering how Maytronics has faired with the war going on there. Surprised they can even do business at all...

[Unabomber007]

Sounds like they are trying to make nice now that word of their actions is out. This should of occured a LONG time ago. I have a very similar experience that I'll post about later today or tomorrow. The only difference is that my story is about a crap unit that was fairly and expeditiously swapped out for a brand new unit.

[jimwnola]

I have found problems with the whole "repair industry." I just bought my 3rd refrigerator for my camp over 12 years. There is no climate control when I'm not there so it is a harsh environment. The 1st refrigerator was under warranty. 3 repair trips were involved, havign to meet them each time with the one guy telling me the other one didn't know what he was doing, and they never really got the refrigerator to 100%. The next time it gave me a problem, I just replaced it. Now, about 6 years later, the other one broke. It probably was just a simple repair, like the fan. However, when I weighed probably paying at least $150 for the repair, the possibility of incompetence, etc, I just bought another. We have become throw away society for anything electronic and, as such, I think there are few in their repair business with much talent.

[CarlD]

So I DID try calling Smart Pools. I couldn't get to it until late in the afternoon....in yet another twist they closed shop at 4pm in anticipation of severe weather conditions expected at the Jersey Shore (they are in Lakewood, near Pt. Pleasant).

I did leave a message thanking them for the new Dolphin and telling them that I DID post it here, too. I post the good stuff as well as the bad.

[cleancloths]

Just wait, they probably shipped it by mistake and will bill you for the new one :)

In my mind, they did too little too late and there is no way in hell I would ever buy another product from that company. I'm just glad I dealt with Cosco so I was able to return my worthless Dolphin Dynamic with no questions asked. The fact that they did something long after push came to shove proves they don't give a rats ass about customers.

I would strongly suggest anyone and everyone avoid them, there are too many other good products out there from companies that will take care of you without all this crap.

[cruzmisl]

Well this is good news but a little late especially considering if you hadn't bought the blue diamond you'd have to rely on manual vacuuming (that sucks).

I think Maytronics came through and highly doubt Smartpools had anything to do with it. As someone already posted it's amazing they are even doing business with all that's going on over there.

Anyway, I think the Dolphin is a good cleaner IMHO. Knock on wood I haven't had any issues with my new one. My old Diagnostic had a motor fail and the local repair center fixed it within days and it has worked fine ever since.

There isn't a "perfect" cleaner. They all have their issues. I find I never use my remote. For anyone considering a new cleaner, save the money on the remote option and buy a Poolbuster. Much more efficient and cheaper too. Also less to go wrong with the robot.

[CarlD]

OK, More info:

Smart Pool, not Maytronics, decided to simply replace my Dolphin Dynamic with a brandy-new one.

I've packed and readied the old one for shipping back to them--they arranged for a call tag so they are having it picked up at their expense, not mine.

Yeah, I wish they had done it sooner, but it's better that they've done it now than not done it. I won't be billed for the new one--it's a replacement, in part because I've been a PITA and I've made sure lots of folks know about it.

I hope this brings about some changes at Smart Pool, and that Maytronics, too, is working for the changes. If in the future, people have better luck with their Dolphins and, more importantly, with service, it will be a good thing.

When the Dolphin worked, I thought it was the best thing since sliced bread. It was less idiosyncratic than the Blue Diamond, even though it took 8 hours to cycle. I didn't have to pull the ladder out, and didn't have to worry about the cord getting chewed up, or the soaking wet unit sitting on its stand with the power supply UNDER it getting dripped on.

When it worked. But the B/D so far is sensational. Since they are sold by the same people who sell Pool Busters, and I've had good luck with the service dept for the P/B, I thought it might just be OK. I hope so. I don't want to go through this again. You just want to replace a belt or a hose or a something when it stops working, and then it works again.

[gonefishin]

Sounds like a semi-happy ending :)

It may be true that SmartPool may have been a bit late on their actions, but they did seem to (end up) do the right thing. Perhaps this is a lesson for them as well as us...maybe it won't take them so long next time.


Side-note: As far as I can see...customer service seems to be a lost art. We're now in the world where I'm actually shocked if I get good service from a company. Hopefully companies are learning this isn't good (longterm) business, although I'm not holding my breath ;)

congrats on the new Dolphin :D

dan

[CarlD]

OK, "the proof of the pudding is in the tasting"

The old Dolphin was picked up by UPS--Smart Pool issued a call-tag so I didn't ship it to them. The new Dolphin is mine to keep. The old one will be "refurished" or used for demos (it was in pristine condition visually). Watch for S/N 100610BU34 if you buy a refurbished Dynamic...

Yesterday, I tossed it in the pool and turned it on. I didn't even use the remote to program it, I just let it default.

IT WORKED PERFECTLY! It climbed the walls, sucked up stuff nearby, in short, it performed EXACTLY as the old one did for nearly 2 years, which is why I loved it. It didn't get stuck on the ladder like the Blue Diamond does, and ONLY, after 8 hours, got stuck on the drop-in steps--there's no weight holding them down and it pulled the vinyl protector out from under it. But that's not a problem with the Dolphin. Even the new cart works better at rolling than the old one ever did.

So here's the question: The old Dolphin had "nothing wrong" according to Smart Pool, but wouldn't clean my pool. The new Dolphin, in the same pool, worked PERFECTLY. What's wrong with this picture?

Yes, I'm VERY grateful to Smart Pool for FINALLY resolving the problem, though I wish it had happened when I could return the Blue Diamond, which is more ideosyncratic, but very, very good.

Still, I think it's undeniable that the old Dolphin definitely had something wrong because the new one does what the old one didn't.

[cleancloths]

Carl, I am glad to hear that they finally fixed your problem - but that certainly is no way to run a company. There is no way that anyone should ever buy a high-tech mechanical product from a company like them that has proved they don't really stand behind their products unless you jump through hoops.

After returning my Dolphin I bought a Blue Pearl. It is a much less expensive product that cleans the pool better and faster and is easier to clean the bag on too.

[VOLDADDY]

Carl,

Congrats on resolution, finally. I would keep the Dolphin for sure, and either keep the BD or sell it on Ebay. Even if you lose $200 on the BD, it would be like paying $200 for a brand new Dolphin, that you don't have to remove ladders to use. Plus, you can bet if you have an issue with your new Dolphin, they will undoubtedly remember who you are and make sure you are taken care of promptly. Just remember, the squeaking wheel gets the grease.