We purchased a 16' x 32' above ground pool approximately 10yrs ago. The product hasn't given us any problems except for now the top rails, caps, and support caps need to be replaced.
Who knows if it is covered under the twenty-five year warranty since Customer Service at Leisure Bay 800.226.7727 tells you to physically take the pieces you need to your local dealer. So I did just that. I needed to know the Model Name before they could help me, since I didn't have original papers with the Model Name on it they were not able to help me and sent me to the local RFW.
So I call the local RFW, they inform me that as long as I know the name the pool was purchased under they can look it up in the computer. (HA!--This was not the case) RFW tells me to bring my pieces in and if they do not have the parts, they will be able to help me order the correct parts. (Problem solved I thought).
One hour later with my parts in tow, the manager at the Sample Road location ask if I need help. When I show him the parts, he says he might have the caps but not the other items. He acts as if he is going to look for my pieces, then goes over to a couple that are looking at purchasing a spa. I realize that my parts are not going to pay the commision that a spa sale would but they have gotten my money for TEN years. Two new filters, new liner, new hoses, new vacuums etc.....
After ten minutes of waiting for him to finish helping me he shows me two caps that don't even look like the one in my hand. More or less dismissing me to a different sales person, of whom was just sitting behind the counter the entire time (go figure)
The manager tells me they don't have any of the parts without the Model Name they can't help. I am dumb founded at this point. THE MODEL IS NOT MARKED ANYWHERE ON THE POOL! None of the parts have part numbers stamped on them to reference. So if you loose your receipt your investment is useless.
When questioned about being able to look up the original purchase in the computer I was asked for a phone number. My number has changed since then and I didn't remember the old one. So I questioned if he couldn't look it up by my name? That was what I was told when I called. An immediate NO was given by the manager. I was told to call Leisure Bay parts they will be able to help you.
The run around begins, Leisure Bay's Customer Service is who told me the local RFW would be able to help.
He then said he would have to spend hours looking thru sales receipts by hand to find the stores copy? This makes no sense since everything is in your computer. His reply was they only keep data in the computer for two years. In this technological age they are only able to look up a customer by phone number? & only for two years?
When questioned about the warranty he had no clue! Depends on the Model. Here goes that Model Name thing again! If I had this information I wouldn't be standing in his store.
The salesman then gives me a piece of paper in which he has written the exact information that I gave him? I already knew this information so why waste the other man's time?
I called Leisure Bay's Customer Service 800.226.7727 from my cell phone at the store, after about a 3 minute wait I was informed that without the Model Name they could guess at what I needed but if it was wrong there were no refunds. I asked how many 16' x 32' models did they make ten years ago, his answer was generic, 540 models, this seems a little impossible to me.
I then asked if he could look at the older models and they could send me spec sheets so I could do the leg work. No was the answer. Arrogantly he told me without the model name I could not repair my pool.
So I came home and spent three hours looking through ten years of receipts to find the name of my pool (1632'Imperial Plus/Mystique), which should be stamped on the rails or the wall by filter if it is so important. It appears that I have a twenty five year warranty on my pool and these parts should be pro-rated or replaced for free.
So tomorrow I will call the Leisure Bay Customer Service and find out just how good the service compares when you have all your ducks in front of you.
I guess I am from the old school when sell a product you should do your best to accomodate the consumer in everyway possible within reason. Not provide a product that is almost impossible to service just to line your pocket. In the ten years that we have had to do purchase certain parts for our pool from RFW. We hate going to the store the sales help are not courteous or helpful and give the impression that we are intruding on them.
I am the consumer one bad experience is bad advertising. My Husband and I were in the mark for a spa, but right now I just want to get my pool repaired so it will last the 25yrs it should.
Pompano Beach, Florida
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