I bought a pool in May from a box store that included a pump. After setting up the pool in a timely manner we used the pool infrequently due to weather and water still cold. In June when weather was more cooperative the pump stopped working efficiantly so I called Polygroup to do some troubleshooting. They told me to take pump off and look in it. Of course they don’t include anything to stop the gushing water but I had already anticipated the removal of the pump and brought a sink stopper that would cover the hole. As soon as I looked in the pump I could see the rotor was at an angle and other broken pieces in the case. I told the Polygroup agent what I saw. She said OK I will send you what you need. First though you need to send a proof of purchase. No problem, I had a picture of the receipt out in 20 minutes. Except they need 24 to 48 hours to recieve the email. At this time I thought whatever and couldn’t wait to get me replacement. 48 hours later I call because I havent heard from them, well it seems they needed another 24 to 48 hours for the warehouse to box up what they were sending and because I just had a warranty claim (didn’t matter they already had my money I guess) they were sending it Fedex ground. Now we are talking 4 days for them to ship it and 7 to 10 days for me to receive it. Well 7 days later I have the part, of course it did not fix my problem they just sent me a rotor whereas I couldn’t even get the casing off due to cheap stripped screws. So back to square one I sent an email first (no response of course) and the next day called them. So now the first thing the Polygroup agent tells me is that I said all I needed was the rotor. Wrong. Their agent didn’t even tell me what she was sending, just that she was sending what I needed to get the pump working. Eventually the Polygroup agent agreed I needed a whole new pump. But of course their are more hoops to jump through. I needed to send a picture of the stripped screw. Once again no problem out in 20 minutes but they needed 24 to 48 hours to receive this picture before they would take 24 to 48 hours to send to the warehouse to ship me my pump in 7 to 10 days. Couldn’t expadite it for me because I am just a warranty claim. Well 48 hours no news so call them again, to be told it was still being processed. 48 hours later I receive a call from Polygroup (to my surprise I might add,they were actually reaching out to me!) to be told now I must send them a picture of the chord cut on the pump. Same thing 24 to 48 hours etc… Sent the picture and called back. Yes we have the picture now all you are waiting on is the tracking number. 48 hours later call again and am told they are still waiting on the picture of the cut chord that the other Polygroup agent told me they received. Sent it 4 more times, just to make sure it went through. Now here I sit after 3 weeks waiting on Polygroup to finish processing the pump that they should have sent out immediately. So at least 7 to 10 days to go.

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