Pentair warranty support

Skiddy

Gold Supporter
May 17, 2017
132
Seminole Florida
Pool Size
11300
Surface
Plaster
Chlorine
Salt Water Generator
SWG Type
Pentair iChlor 30
We have had our new build down here in FLA for about 8 months now. The heatpump has always made a knocking sound when the pump is on only. The faster the pump speed the louder the knock, but its never been that big of a deal. Until lately we just get annoyed with it on quiet pool days. I have not had luck getting through to Pentair. Its always busy? My pool builder says its under warranty for a year.
Has anyone had better luck getting through or have a secret way to get a hold of them?
 

revitup

Gold Supporter
Bronze Supporter
Nov 30, 2019
645
Pawleys Island, SC
Pool Size
8500
Surface
Fiberglass
Chlorine
Salt Water Generator
SWG Type
Hayward Aqua Rite (T-15)
A knocking sound from a HP usually means low refrigerant. If allowed to continue the compressor may be damaged. You should not use it until it has been serviced.
 

gingrbredman

Gold Supporter
Jun 10, 2020
390
Chicagoland
Pool Size
11200
Surface
Fiberglass
Chlorine
Salt Water Generator
SWG Type
Pentair Intellichlor IC-40
I would have to honestly say no, as I have not found a good way to get ahold of Pentair for warranty support.

I started a warranty claim in late June for my robot. Easy enough to call them and talk to someone about the issue to get the claim started, but actually fixing it or replacing it has been impossible.

In my humble opinion, their warranty team just plain stinks. A total lack of understanding pool equipment, customer service skills, or follow up. Days and weeks would go by without a response or when I did receive one it was a lie. Still today, I have no repaired or replaced robot, and thank goodness it wasn't a more important part of the pool like you.

What worked for me was to first start the claim with the warranty department by phone. Have your serial number, and date of installation ready. They will follow up with an email with the claim number. I kept calling there until they would stop responding or call me back, then started blasting their main page with "contact us" and asking for anyone to follow up on the issue because the warranty department was not. After maybe a week, someone will get back to you by email, and then you have to be patient and communicate with them, but their follow up is terrible.

After about a month, I was able to find the supervisor of the "warranty admin" assigned to my case and make some progress. Still no robot, but at least there is progress now.

Hope you have better luck!
 

Skiddy

Gold Supporter
May 17, 2017
132
Seminole Florida
Pool Size
11300
Surface
Plaster
Chlorine
Salt Water Generator
SWG Type
Pentair iChlor 30
A knocking sound from a HP usually means low refrigerant. If allowed to continue the compressor may be damaged. You should not use it until it has been serviced.
Unfortunately the HP isn't even on when the knocking sounds occur, so I dont think its a refrigerant issue. I'm pretty sure its a loose pipe inside the HP that is banging when the pump is pumping water through it. The faster my pump is moving water the louder it is.
 

Skiddy

Gold Supporter
May 17, 2017
132
Seminole Florida
Pool Size
11300
Surface
Plaster
Chlorine
Salt Water Generator
SWG Type
Pentair iChlor 30
I would have to honestly say no, as I have not found a good way to get ahold of Pentair for warranty support.

I started a warranty claim in late June for my robot. Easy enough to call them and talk to someone about the issue to get the claim started, but actually fixing it or replacing it has been impossible.

In my humble opinion, their warranty team just plain stinks. A total lack of understanding pool equipment, customer service skills, or follow up. Days and weeks would go by without a response or when I did receive one it was a lie. Still today, I have no repaired or replaced robot, and thank goodness it wasn't a more important part of the pool like you.

What worked for me was to first start the claim with the warranty department by phone. Have your serial number, and date of installation ready. They will follow up with an email with the claim number. I kept calling there until they would stop responding or call me back, then started blasting their main page with "contact us" and asking for anyone to follow up on the issue because the warranty department was not. After maybe a week, someone will get back to you by email, and then you have to be patient and communicate with them, but their follow up is terrible.

After about a month, I was able to find the supervisor of the "warranty admin" assigned to my case and make some progress. Still no robot, but at least there is progress now.

Hope you have better luck!
Yes at this point I can say with experience that Pentair has terrible customer service as well as support. I haven't received any of the rebates they promised when I purchased all their equipment. I spent over an hour getting the serial # s for all the equipment I had installed, worth about $300 total. I will email them and if I do not hear back soon I will start a claim with the BBB. I had this issue with ATT a few years back with them not honoring their advertised warranties and when I filed a claim with the BBB I literally had a phone call within a week from the ATT regional president refunding me all my rebates and claims.
 

gingrbredman

Gold Supporter
Jun 10, 2020
390
Chicagoland
Pool Size
11200
Surface
Fiberglass
Chlorine
Salt Water Generator
SWG Type
Pentair Intellichlor IC-40
I haven't received any of the rebates they promised when I purchased all their equipment. I spent over an hour getting the serial # s for all the equipment I had installed, worth about $300 total
I can say, at least I did get my rebate money from Pentair, though not without a lot of hassle. I also made sure I got all my serial numbers, even registered them on the Pentair site and kept screenshots of the process as there is no easy way to follow up with their terribly slow process. After several months of not hearing back, I called customer service and was told I entered my information incorrectly. The date on the invoice from my builder showed something like June (contract signed) but the clear install date was November, bold and highlighted as the install date. They said I tried to claim my rebates too long after the June date, but in fact the date we should have used was November. After a very lengthy discussion, and a talk with a supervisor, the customer service rep was able to re-submit the claims and I got my prepaid gift cards about two months later. So November install and claims filled out, and about August I got my cards.

I would suggest, with regards to the rebates, to give them a call rather than email. I kept getting bounce backs on the rebate email, and a phone call was the only way I was able to finally get it resolved.

I did finally get my new robot delivered. Exactly three months after I first filed the warranty claim, it was resolved. Again, not without a lot of hassle, and really un-necessary in the end. It should have been simpler, but they just do not have a process for simple.

Good luck with your resolution!
 
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