I am writing to explain an ongoing problem that I have had in trying to obtain a replacement pump Model 635 from an Intex 24 X 12 pool set that I purchased June 3rd, 2007 at a Canadian Tire store in Canada.
The pump only lasted approximately 2 weeks before it ceased to function any longer and I immediately contacted the INTEX service department in California for a warranty replacement, detailing the circumstances in a letter and faxing the information as requested. I called after I had faxed the letter (and original proof of purchase receipt) to confirm that the fax had been received. I was told that it had been received and the warranty claim approved and that I should be receiving my new pump within 2 weeks.
On July 31, 2007, having not received the pump I contacted the consumer department again to be advised that they had no record of my original claim and that I should send the information again. I promptly did so and followed up with another phone call to confirm that they received the fax. Upon confirmation I was told that the fax was received and approved and that I should anticipate my replacement pump in about 2 weeks. I advised that I would follow up with another phone call to obtain a confirmation number which I did on August 01, 2007.
I contacted the company again in mid August to be advised that the pumps were “back-ordered” and it would be approximately 2 week before I received my replacement.
Today, September 5, 2007, I contacted the company again to determine the status of the pump. In mid August I was directed to the website to confirm that the company was out of stock on the model 635 pump but noticed that it no longer indicates that as of this date. I was advised initially today that no record exists of my warranty claim but when I gave the woman my confirmation number she then put me on hold and advised upon returning that it would be another 3-4 weeks for my pump to arrive because they are “back-ordered.” I pointed out that I was advised of this before and directed to note the “out of stock” claim on the website but now the website makes no such claim. She then told me that “Canadian’s are different.” I politely told her that I will have been waiting almost 3 months based on her estimate for a replacement pump and that I needed to contact someone else in the company to lodge a formal complaint. She told me that the supervisors were on discrete extensions and that there was no one to contact. When I questioned this and asked for her name, she promptly hung up on me.
I have been patient, I have been polite, I have been willing to be stroked along with all of the mishandling of this very simple claim, but frankly... that is the final straw. I work in aviation as a supervisor of 10 and if I allowed any of my staff to behave this way towards any of our stakeholders or to not honor the company intent for customer satisfaction I would lose my job. I have NEVER been party to such carelessness or disdain in customer service relations before in my life. I purchased the swimming pool in good faith and was only able to use it for a very short time, even planning my family’s vacation around it.
My intent is to contact the major Canadian retailers of INTEX products and advise them that their customers should beware of false warranty information and lack of commitment by INTEX to expedite simple claims. It would appear that this company DOES NOT stand behind it's warranties. Perhaps the major retailers might reconsider stocking INTEX products. INTEX is a HONG KONG based company and it would seem another in the long line of Chinese companies with production, warranty and service issues.
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