Dolphin S200 stopped moving

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M

misteur G

0
Aug 20, 2015
57
novato/CA
Hello,

I bought a dolphin S200 from Marina Pool 5 months ago, and I have been using it for 3 months (I have been very happy with it). Unfortunately, it stopped in the middle of the pool during a cycle and it is not moving anymore. The control unit is lighting up normally, and I can see the light in front of the cleaner. It is under warranty. I contacted Maytronics but they want me to pay for the shipping, which I find ridiculous as the unit only worked for 3 months...
I just gave a call to MP and I am waiting for somebody to call me back.
Anybody had this issue in the past or is aware of similar problem?

Thank you
 
Any authorized Dolphin repair shop should be able to do warranty service. Look on the Maytronics website for a local service provider and call them up. As long as you have your original purchase receipt and you registered the robot online, you should be covered.

Shipping is always an issue when you buy products remotely. Warranties don’t cover it. I have a brick & mortar Dolphin shop nearby which is why I paid the premium in price rather than buy remotely from MP or Doheny’s. I wanted the local business to get the money and have the ability to do drop off service. I know not everyone has that option available to them but it’s worth the premium as these robots are expensive to repair and the parts are not easily accessible.
 
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JoyfulNoise said:
Any authorized Dolphin repair shop should be able to do warranty service. Look on the Maytronics website for a local service provider and call them up. As long as you have your original purchase receipt and you registered the robot online, you should be covered.

Shipping is always an issue when you buy products remotely. Warranties don’t cover it. I have a brick & mortar Dolphin shop nearby which is why I paid the premium in price rather than buy remotely from MP or Doheny’s. I wanted the local business to get the money and have the ability to do drop off service. I know not everyone has that option available to them but it’s worth the premium as these robots are expensive to repair and the parts are not easily accessible.
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Thank you . There is one close to me, I will give them a call. Do you knwo if I need to get an authorization from MAytronics before bringing it in to a dealer for repair?
 
misteur G said:
Thank you . There is one close to me, I will give them a call. Do you knwo if I need to get an authorization from MAytronics before bringing it in to a dealer for repair?
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That’s not my understanding of how it works. If the shop is an authorized service shop, then they should be the ones to handle the “paperwork”. But you should ask them about that.

Now, just so you know, even if they are an “authorized” shop, they are not generally required to do warranty service on any robot cleaner. They do have the right to refuse service if the robot was not purchased through them. I found in my own research that there were some shops in my area that would only offer warranty service IF I purchased the robot from them. If I got the robot from another store or an out-of-state sale like what Marina’s does, then they would just treat the repair under their standard rates (cost of parts + hourly labor rate). So that was part of my incentive to buy locally, I did not want to deal with shipping and I wanted service coverage. My 3 year warranty is now up so if I do ever need service, I’ll be paying for it.
 
dschlic1 said:
Thats rather dracoian. Maytronics should force any factory authorized service center to take any Maytronics unit under warranty period.
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Maybe so.

But, from the perspective of their distributors and shops, robots are a luxury item with low volume sales and high potential labor costs on the repair side. So from that perspective, it makes sense to give them that choice.

Maytronics has no external sales & distribution themselves, they sell all of their products through wholesale channel suppliers and shops. So from their business perspective the pool owner is not the customer they have to satisfy, it’s the distribution channel they have to make happy. They leave it up to independent shops to deal with end-user issues. This is why their product line is so fractured and jumbled (multiple robot models that all do basically the same thing) and why they have poor support and customer-service for the pool owner.
 
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The store I contacted never got back to me. they said they will call Maytronics and call me back to take care of the service. no news from them. So I am sending it in at Maytronics repair facility. ( I called them and they ended up sending me a prepaid FedEx shipping label). I am a little worried about that cleaner. it broke after only 3 months of use and considering the size of my pool and the low usage during that time, I am worried it is not goint to last very long...
 
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