Questions for Dolphin Robot Cleaner Owners

[les_garten]

When calling Marina, I have found doing so right at 10 AM MDT is best. That is when they open. Small operation, only have ever spoken with Seth or Margaret.

I've been calling for days starting at that time and all day. They don't answer the phone. The first time I called, they answered. I talked to Margaret and thought this is great and wasn't that easy. Never picked up again. Because they don't pick calls, I suspect they look at who's calling and just don't pickup. They are a Brick and Mortar, don't see how you can survive like that.

Have they always been this way?

 

[les_garten]

So I just did a search here for Marina Pool Spa. This has been their behavior for a LONG time. Same complaints back to like 2017 or so. So I don't see them changing.

Here's my assessment of the Dolphin pool Cleaners so far:

1) Good product when it works
2) Bad scene if you have issues
3) Poorly supported by the company
4) Buy from Marina Pool and Spas and expect to be on your own most likely
5) Local dealers won't touch you because you bought elsewhere
6) Dealers don't have to do warranty work if they didn't sell the product

 

[panic_button]

So Marina Pools and Spa said the M600 is connected to the mothership and usually all the diagnostics tells them what need to be replaced and it is DIY friendly and anything needed is sent out. She also said that if there was not anybody local that they are a Master Service Center and would support it. I don't see how that works well if they don't answer the phone. She also said local dealers would most likely support it. I found some "elite" dealers listed in my Area, they don't even carry the line.

You were give misinformation, Maytronics cannot diagnose the unit remotely. I asked several times about this with advanced support and local repair center. Good luck with any app questions besides how to install it, the routing for any app question on the phone prompt sends you to off shore support (India) and trying to get a developer to answer an issue is not going to happen.

I found a local repair guy who is Maytronics authorized. He will work on the M600, but stated he is so back logged that currently repairs are 3-6 weeks, but any serious nonstandard repairs other than tracks, cable, impeller he has to ship it back to Maytronics.

 

[Dabrodas]

I received a response via email last night. Seems they work wee hours into the night and prefer email, but don’t pick up the phone.

 

[Highrove101]

So that Dolphin Service center in GA, I just checked the number. I had called it with pre-sales questions. Their phone system was so bad I sent them poor feedback due to how hard it was to just get through the phone queue. The prompts are garbled and have drop outs. So when it is prompting you, you can't hear the prompts and it drops you for non response. Sounds like a cheap IP phone system that is not working well. Took me 5 times to figure out how to navigate it to get someone on the phone who was useless. I just wanted to ask a few questions about the phone app and if they had a document I could get or just a tech to ask a few questions. I was told THERE WAS NOBODY LIKE THAT TO TALK TO.

I'm usually good at seeing these weaknesses but was blinded on this one.

So Marina Pools and Spa said the M600 is connected to the mothership and usually all the diagnostics tells them what need to be replaced and it is DIY friendly and anything needed is sent out. She also said that if there was not anybody local that they are a Master Service Center and would support it. I don't see how that works well if they don't answer the phone. She also said local dealers would most likely support it. I found some "elite" dealers listed in my Area, they don't even carry the line.

I'm in South Florida, you'd think this wouldn't be that big an issue. I did find one seller 30 minutes away who had never sold a M600, but would sell one at $1799. Hence the transaction with Marina Pool and Spa.

I am a data guy, so would not be surprised if something had an issue in the beginning. The thing I don't want is bad or no support for a Premium product.

I am seriously considering refusing delivery of this product.

Late last night (10pm her time) I got an email from Margaret. She said to try the procedure below and if it didn't work she’d process a replacement. So far it seems to have worked, though I don’t understand why. An hour in and it’s still cleaning. Will update.

motor disengagement procedure:

 

[Dabrodas]

Late last night (10pm her time) I got an email from Margaret. She said to try the procedure below and if it didn't work she’d process a replacement. So far it seems to have worked, though I don’t understand why. An hour in and it’s still cleaning. Will update.

motor disengagement procedure:

Great to hear it’s working!

 

[JerseyPool2021]

I called marina twice, left a voicemail and received a call later that day both times. They seem pretty responsive.

When calling Marina, I have found doing so right at 10 AM MDT is best. That is when they open. Small operation, only have ever spoken with Seth or Margaret.

 

[Highrove101]

Great to hear it’s working!

Thanks! I can’t imagine why that procedure worked but it seems to have fixed it. The inoperative buttons and lights on the power supply are because that power supply is also used on more expensive cleaners with more features that aren't available on the E30 so that is not an issue. (The super knowledgeable Maytronics person I spoke to wanted me to ship it in based on that alone. Good grief. ). There is a small nick in the impeller but that doesn’t seem worth messing with at this point.

It did miss a few spots during the two hour cycle but i’ll keep at it and update in a few days.

Expectation management on communication would serve Marina well. She did get back to me with good info albeit at midnight my time via email. Had I known to expect that it would have saved a lot of angst. Happy again until further notice.

 

[les_garten]

I called marina twice, left a voicemail and received a call later that day both times. They seem pretty responsive.

Well, I wouldn't be investing in any Lottery tickets then...

 

[MyAZPool]

@les_garten
I've had my Active 60 (this is the lighter color version of the M600) for less than a week and honestly, I don't have anything negative to say about it at all.
I love the app. Super easy to set up on WiFi mode. I am using the "Automation" feature through a GFCI receptacle controlled by a Lutron Smart Switch which is really working out great.
Love the fact that there is no remote control (it's all through the app).
It's a beast and cleans unbelievably well with the fine filters. Tried the filter removal and cleaning procedures already and that was a breeze.
This unit has been really thought out well.

One last comment and I'll try to answer your questions. I would NEVER consider buying a cleaner robot anywhere else than Marina Pool, Spa and Patio. Margaret was absolutely the BEST!!!!

For you owners of the Dolphin cleaners, have you had any issues with them?

Not so far. Very happy with my purchase.

Do you wish you bought something else?

Nope! Not at all.

How do you like the cleaning quality?

The cleaning quality is much better than I expected. I thought my pool was very clean before but the Active 60 (M600), takes cleaning to a new level for me. And I love the way it cleans the sides and the tile. Looks like my walls and tile brushing days may in fact be over.

If you have an M600, what issues/bugs are remaining in the software?
I talked with Margaret at Marina Pools today and was very interested in them.

No issues and I think Margaret is SUPER WOMAN!!

Here is a short video of my Active 60 (M600) at work.

r.

 

[scdaren]

Man… some people have these amazing experiences with Margaret, but for some like me it’s the opposite. Mine had a problem when I received it, and it took SO many emails and phones calls to try to get it replaced, similar to others on here. It was about this time of year, I think they get busy.

That said, I would totally use Marina again. They were half the price of local places for my robot.

 

[JerseyPool2021]

Man… some people have these amazing experiences with Margaret, but for some like me it’s the opposite. Mine had a problem when I received it, and it took SO many emails and phones calls to try to get it replaced, similar to others on here. It was about this time of year, I think they get busy.

That said, I would totally use Marina again. They were half the price of local places for my robot.

My impression is that, whoever you buy from, its not easy to get a full refund or replacement because it al goes through the manufacturer. Marina is most likely a good retailer that will do their best. Try to do your best for the customer and have the lowest price. That’s why they get so much business.

 

[Dp1363]

I just bought an Active 60 (M600) a few weeks ago from Marina Pool and Spa and it's been working great. The software has worked as it should and it was easy to connect to WiFi and Bluetooth. I know there are many that say save your money and buy a lesser model but my Active 60 cleans faster and better than my neighbors Dolphin Premier and has much bigger basket.

I like having the cart for storage. I take the Dolphin out after each cleaning and store it on the cart. It cleans so well, I only need to run it every few days as opposed to my pressure side cleaner that I had to run everyday.

 

[les_garten]

I just bought an Active 60 (M600) a few weeks ago from Marina Pool and Spa and it's been working great. The software has worked as it should and it was easy to connect to WiFi and Bluetooth. I know there are many that say save your money and buy a lesser model but my Active 60 cleans faster and better than my neighbors Dolphin Premier and has much bigger basket.

I like having the cart for storage. I take the Dolphin out after each cleaning and store it on the cart. It cleans so well, I only need to run it every few days as opposed to my pressure side cleaner that I had to run everyday.

All the features in the Software worked properly?

 

[les_garten]

So, an update to my decision. I went ahead and accepted the M600. So far, has been spectacular at cleaning. I can see where service may be an issue though. I'll keep my fingers crossed I don't have problems.

 

[Highrove101]

My new Explorer E30 (S200) has been flawless since the fix that Marina sent me. (See earlier post in this thread) It cleans SO well. SO much better than Polaris 3900. It even climbs my stairs. I’m completely addicted to the cleanliness I never knew I was missing. I do wish I had the ability to set its schedule via an app but I’ll live. Not worth the extra $ to me at this time.

 

[Major_in_MS]

Can you describe how the warranties were handled? Local dealer to you?

I can see where service may be an issue though. I'll keep my fingers crossed I don't have problems.

I had the control board go out on my "Doheny Discovery by Dolphin" about 6 months past the warranty expiration. Maytronics still sent me a new control unit at no cost. See my post from 2019. Still running, right now in fact, for it's sixth summer of amazing cleaning.

My Doheny's Discovery that I bought in the summer of 2016 was dead this week when I threw it into the pool to begin it's fourth year of service. I took the power module into the house and opened it up to see what the problem might be. What I found was a burnt spot right in the middle of the main circuit board. I knew it was out of warranty, it came with a 2 year warranty, but I called Maytronics anyway. The very friendly service tech that I spoke with verified that it was out of warranty, but because it was less than a year out of warranty that they would send me out another control unit free of charge. Whoo Hoo! I really didn't want to buy another robot this year. Well, I better get back to brushing and pushing the leaf rake.

 

[Mdragger88]

My new Explorer E30 (S200) has been flawless since the fix that Marina sent me. (See earlier post in this thread) It cleans SO well. SO much better than Polaris 3900. It even climbs my stairs. I’m completely addicted to the cleanliness I never knew I was missing. I do wish I had the ability to set its schedule via an app but I’ll live. Not worth the extra $ to me at this time.

It looks like that model has automation mode. There are several threads here describing how to use it with a simple smart plug that costs about $20. It will allow you to run the robot from anywhere as well as set up a schedule.

 

[Highrove101]

It looks like that model has automation mode. There are several threads here describing how to use it with a simple smart plug that costs about $20. It will allow you to run the robot from anywhere as well as set up a schedule.
View attachment 343279

Thx!

 

[Dp1363]

All the features in the Software worked properly?

So far, yes.