My Dolphin: Now I'm getting rid of it

[CarlD]

A friend took my Dolphin home to try in his I/G vinyl-lined pool, with a deep-end. He ran it 4 times, all 8 hour cycles and found that the suction really is poor and it had trouble on the sides of his pool too.

I TOLD Smart Pool it was running slowly. They SAID they were going to change out the motor, which is still under warranty, but clearly they didn't. And it's clearly due to a lack of suction. No, it's not the bags--it does this without a bag.

I noticed 2 things: My new Blue Diamond climbs the walls easily, like it's glued to it, and I noticed that when it passed a leaf or other debris on the bottom it didn't even have to run over it suck it up--even from several inches a way. The Dolphin, on the other, will frequently push something out of its way before it gets there--clearly a problem with the vacuuming suction.

Of course, Smart Pool never noticed or fixed this. I'm surprised they don't have a test for it. I would think that would be the FIRST thing they would check. I used to fix sewing machines for extra money as a kid, and the FIRST thing I'd check would be the needle, followed closely by the hook. I can't tell you how interesting it was for a 17 year old kid to tell a lady that her needle was in backwards--one time the lady said "But I've had that machine for 27 years..." 10 years longer than I had been alive. All I could say was: "Ma'am, somehow the needle still was in backwards."

The difference is I gave her back a WORKING machine!

[Prov35]

I am now in my 4th season with my Aquabot Turbo. Still working great. The front brush developed a crack in the second season, and after I contacted customer support, they sent me a new one that arrived within a week. No charge! I'm still using the original bag too. I run it once a week for about 6 hours. I am so glad I bought it instead of the Dolphin. And I know I won't be doing any business with Smart Pool after reading this thread. Customer service is becoming a thing of the past with a lot of companies. Take the money and run. I for one am a faithful customer when I am treated right.

[CarlD]

I, too, will sing a company's praises when they make a good product and treat me right. I have no beefs with PoolDrStore, because they did BETTER than they were required to when my PoolBuster's battery went south. How many here have gotten P/Bs because this member got one first and liked it?

Likewise, SmartPool and Maytronics are getting it in reverse. That's their look-out. Nobody likes getting burned on a $5 or $30 item, but getting burned on a $1250 item is not good. Not good at all.

[CarlD]

Well, neither SmartPool nor Maytronics is responding to me.

I have sent Maytronics the following eMail:

Hello ***,

I still haven't heard from you. I left a message with Rebecca at SmartPools but she did not return my call.

My friend found it wouldn't climb his walls properly either. It just couldn't create enough suction to hold it to the walls.

I have noticed that other robotic cleaners CLEARLY have more suction—debris near them gets sucked up, not pushed aside (the way my Dolphin is pushing it aside).

This is leading me to believe the WHOLE problem is somewhere in the pump/motor mechanism.

I had asked SmartPool to check out why the unit was moving far slower than specifications say it should and they told me they would change the motor, but they didn't.

My motor is STILL covered under the 3 year motor warranty, yet what is NOW clear to me, and should have been clear to SmartPool, is that the motor is probably the problem.

Since no one is responding to me, I now am forced to assume that Maytronics and SmartPool have elected NOT to honor the warranty because neither of you are responding to me.

I am making sure that all of my friends and acquaintances on-line are aware of this situation. Already, at least a half-dozen have stated they prefer to look at the other brands after hearing my history and similar histories from other members. I am noticing that people are now less concerned with the Dolphin's performance and more concerned that if there's a problem, SmartPool and, by implication, Maytronics, will not appropriately honor the warranty. And they are acting accordingly.

I am now forced to waste time investigating relief from the court system. This is not a $50 coffee pot, this is a $1250 item that has not lasted the length of its warranty.

Regretfully,

Carl D*****

So now I have to look into filing a small-claims suit against them. I have no idea how to do this, and I'm really, really annoyed by it, but I see no alternative. Any ideas?

[jabre]

This is really unfortunate to hear. I have actually been somewhat satisfied with my new Dolphin. I have a freeform pool and it has seemed to work well for me these past several weeks. But, as you say, how can I keep something knowing that when I need product support the manufacturer won't be there. If Maytronics can't address this because of the current events in Israel they could at least send you an email indicating they will follow up as soon as reasonably possible.

If you were in Texas I would recommend sending a DTPA (Deceptive Trade Practices Act) demand letter. The law here allows you to collect treble damages for warranty representations which are not fulfilled. I would suggest contacting your State Attorney General's office (web site) to research your rights of remedy.

Best of luck to you. My unit will be returned this Saturday. I'm in the market now for another unit. I'm really thankful to see all the great folks on the forum stepping up with their reviews of alternatives.

[Skillset]

Carl,

Thanks for sharing the information on Maytronics/Smartpool. Sorry you are going through this. I'm in the market for a cleaner and will certainly steer away from these guys.

Here some information that may help:

Address:

Smartpool
575 Prospect St.
Lakewood, NJ 08701
(732)730-9880
888.560.7665

Here's an alternate e-mail I found: sshulman@smartpool.com

Check out their BBB (Better Biz B - not the bleach system!) record http://www.trenton.bbb.org/nis/newse...21000017001936

Their record does not appear that good. But you can try to file an online complaint with the BBB - this may jolt them into action.

Marc

[CarlD]

Thanks! Smart Pool's record isn't so good, is it?

The story gets funnier and more bizarre. This morning I got the following terse note from the Maytronics guy in Israel:

Smart Pool have practically sworn that they are handling your problem.

I find this truly amazing since Smart Pool hasn't talked to me or returned a phone call since June 29. I have the Dolphin, too, so they cannot be working on it. I can only conclude that Smart Pool is BS'ing Maytronics as well. After all, if they haven't contacted me in a month, and they don't have the unit, what can they POSSIBLY be handling?

[Tredge]

My Brand new Dolphin is running a path back and forth in the same spot for 8 hours straight.

It never did climb any walls....it Does sit at the edges and tries for 3 minutes.

/sigh