Despite maintaining our set annually over the last 11 years, we had two pieces rot out and are in need of replacement this summer. Warranty claims have to be made through the factory and in the summer they run 3-4 weeks in delay.
Dealer store near us has the parts, but they cannot honor the warranty nor will the factory reimburse if our claim is found to be valid. So now I have a system that is out of commission for a month in the summer, for no good reason.
I called their warranty department and it was like speaking to a brick wall, including the supervisor. This is unacceptable customer service for a company that brags about the quality of its products and sells them to a premium market.
Product or Service Mentioned: Claim.
Reason of review: Poor customer service.
Monetary Loss: $300.
Preferred solution: I purchase the parts I need from my local dealer, factory reimburses me or dealer if claim is granted..