TM
Timo M
Active since Jun 2021
2
Reviews
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Reviews
2 reviews59 months ago
Not delivering, and no communication for 3 weeks - avoid them
I ordered on 25 of May (of course with upfront payment), delivery to Johannesburg, and haven't heard back from them since then (now it is the 16 of June - three weeks). Despite several reminders from my end, not a single word. First and last time I (tried) to do business with them. Will give them another couple of days, if no solution (either delivery or refund) by then might need to pass this over to an attorney. But one way or the other, will certainly not order at Pet Mall again (and based on my experience, recommend to anybody to stay away from them).
0 replies
59 months ago
Received great service after some friendly discussions
While I can see where a majority of the negative reviews are coming from, my personal experience was a very positive one – albeit requiring some friendly discussions. Compliments to the Pentair team, I am happy. In more detail: - Got a Kreepy Dominator Pro around October 2020 - Worked flawlessly for many months, running a couple of hours every day the pool was always sparkling clean, device never got stuck, exactly what I would expect - Towards May 2021 some problems developed and got worse over a couple of weeks, to the point where the device was only doing small and slow circles in the deep end of the pool, not climbing anymore, not moving around - Got in contact via e-mail with customer care, and received a friendly and professional reply within just a couple of hours; suggested to come to the service center and hand in the Kreepy directly (to minimize courier times etc) - Went there, very friendly and helpful staff. Described the problem, but then the person in charge tended towards "we can have a look and send a quote... not covered by the warranty because this [worn out gears] is normal wear and tear..." - We then had a look together at the warranty conditions, which do NOT exclude wear and tear on the gear parts etc., but exclude only damage due to abnormal use, lack of care etc - which is perfectly ok to state in a warranty conditions, but was not the case in my specific instance - After involving the manager and another friendly colleague, the team found a pragmatic way to repair the Kreepy on the spot - they tested it in the basin, all working well, and problem solved within 14 minutes - The Kreepy is now again perfectly performing as on day 1 So, I am a happy customer (at least for now - let's see how the Kreepy develops going forward, there is quite some time left in the 2 year warranty). However it required a bit of resilience in the conversation to get to this point. Something to consider for other people having similar (wear and tear/ warranty) issues with their Kreepy Krauly - discuss on a fact base what the warranty includes, and don't take the first reply at face value. Think it is perfectly fine if a device requires paid maintenance/repair after a couple of years of doing its duty, but if a company promises a warranty within a two year period, it should stick to this promise without the need for discussions and not try to find ways to deflect it. In my mind, the Dominator Pro is a good device when it works, and if the company sticks to its warranty promise without arguments (or just adds a set of spare gears in the box – as simple as that), it is even a great product.
53 replies
Review Distribution
5 Star
1 (50%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
1 (50%)