AX20 Elite a poor product

We are used to getting good service from Zodiac but deeply disappointed this time. They could not get a Ax20 working in our pool and then blamed our pool. I asked a very valid question which they don't want to answer as they know their product is the issue but don't want to acknowledge or resolve it. In clear contradiction, the predecessor of this product, the mx-8 elite, worked perfectly in our apparently too big of a pool. This completely invalidates their report in my view. How did the predecessor work perfectly but it's replacement model does not. Please could this be explained to us, as we need to understand the subsequent rejection. I simply want them to clearly explain to me why the predecessor worked fine or they should rewrite their report indicating that their product has an issue and correct it. I truly valued the past amazing service but feel very let down this time. Life is hard enough, and we just wanted our pool cleaning to be easier. Not nice of you to not reply to a reasonable question. It hurts my feelings.