Service Center Management Station

Service Center
Memberships

The following provides information and criteria for the “New” Aqua Products Residential & Commercial Service Center programs. If you are interested in renewing or becoming an Aqua Products Service Center representative please review the following:

Certified Premier

5 Day Training Course (Required)

  • Includes Residential and Commercial Robotic Cleaner At Aqua Products headquarters facility in Cedar Grove, New Jersey

Apply Now

Authorized Regional

To be eligible for the Authorized Regional Service Center Membership please download the form. It is required that all participating service centers have the form filled out to its entirety and sent to Aqua Products. You can read more about the benefits to being a Authorized Regional Service Center here.

RMA Form

To ensure proper credit of warranty merchandise (e.g. motors, parts, etc.) please follow the following process.

  1. Diagnose the cleaner.
  2. Download and fill out warranty claim form below and Fax to: (866) 568-6962.

You will receive an RMA Number within 24 hours.

Customer Service
Contact Guide

To better facilitate support calls we have created a complete guide of our phone tree.  An online version along with a downloadable PDF are available.

Red Carpet
Package

The 2016 Preferred Partner ‘Red Carpet’ Service Program is designed to give our preferred dealers preferential treatment. We will have a dedicated phone number and email with enhanced turnaround times. In addition we will ofer special consumer treatment via similar access to our top service techs.

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Service Center Programs

2017 SERVICE CENTER QUALIFICATIONS & POLICIES

Qualifications:

The following reflects the minimum criteria to qualify as a 2017 Service Center for Aqua Products.

  1. Have a serviceable test pool or tank and a dedicated workspace that includes the standard workbench tools
  2. Agree to all warranty terms, criteria and process
  3. Complete technical training and certifications as outlined in this document
  4. Agree to quality service “Delight” mandate and participate in quality consumer surveys
  5. Complete Warranty Repairs within 48 hours (Certified Premier Centers)
  6. Use only Authentic Aquabot Parts – No use of after-market parts
  7. Submit the required parts order as outlined by type of Service Center classification (*please see new part payment terms and excess part return criteria below)
  8. Maintain good credit with references (3)
  9. Complete, sign and send in the Service Center Application / Renewal form (Renewals are due every 3rd year or as requested due to meaningful product / service program changes). For 2017 all Centers need to complete the full Service Center Application form.

Complete, sign and send in the Service Center Application. Forms can be downloaded below:

Excess Part Return Policy:

Aqua Products will accept excess part returns following the close of each season in the months of August and September

Excess parts include product purchases requested by Aqua Products for participation in either the Certified Premier or Authorized Regional levels.

This program does not cover in-season purchases or purchases in excess of required levels.

On part returns within the requested levels by Aqua Products there will be no re-stocking fee or shipment charge. Aqua Products retains the right to extend terms or other means to handle excess inventory situations.

Aqua Products will also accept part exchanges twice annually by each center – Our goal is to ensure that you stock the right products for your market.

Part Exchange: There will be no restocking fee on any exchanges – Service Centers will pay freight back to Aqua Products and Aqua Products will pay freight on the exchanged shipment.

All other product / part returns will fall under standard rules and restrictions

Damaged Part Retention Policy:

Aqua Products will no longer require all damaged parts to be returned.

By policy we will request that each center hold all damaged / repaired parts to the last day of the current month.

Aqua Products will spot-audit damaged product holdings

Aqua Products will also as part of our quality control ask to have damaged parts shipped to us for further testing at our cost

RMA's:

RMA claims need to be submitted regularly with all RMAs submitted by 10/31 of the current year.

2016 SERVICE CENTER QUALIFICATIONS & POLICIES

2016 SERVICE CENTER QUALIFICATIONS & POLICIES

(Advanced scheduling is required)

Certified Premier Service Center: 5 Day Course

  • Includes Residential and Commercial
  • At Aqua Products headquarters facility in Cedar Grove, New Jersey

Authorized Regional Service Center: Webinar / Video applications

  • Residential Cleaners only  Authorized Regional Centers are encouraged to participate in in-house training
  • Certification for Authorized regional levels will be via webinar and or video
  • Authorized Regional Center certifications will be granted by-SKU classification upon completion of each course
    • Traditional Jet e.g., pool Rover Jr., Linier jet e.g., S2, 4 WD, Traditional Robotic e.g., Aquabot Classic and advanced Robotic (RC) e.g., Turbo T4RC

TO SCHEDULE TRAINING, PLEASE CONTACT Yoram Mendelson (ext.166) or Al Bar (ext. 160)

2016 WARRANTY CLAIM FORM, PART REPLACEMENTS & LABOR CREDIT POLICY

Warranty Claim Forms:

As an Aqua Products Service Center, you are required to completely fill out a warranty claim form for each warranty customer repair, in order to receive labor credits and replacement part(s). Please see attached Warranty Claim form.

  1. Please fill out the form in its entirety
  2. Utilization of Excel sheets with your warranty repair information is not permissible.

Aquabot Warranty Terms:

Warranties vary by product sold. If you are uncertain of the product warranty of the unit, please see attached list or go to www.aquabot. Support, Downloads and Support, for Warranties. You must know the warranty date to be sure your customer receives a warranty part or out of warranty chargeable part.

Warranty Terms for Motors and Power Supplies

  • Drive / pump motors and power supplies that are replaced during the warranty period will be warrantied for a minimum of 1 year or for the remainder of the warranty period (whichever is longer)
  • Drive / pump motors and power supplies that are replaced at customer expense after the expiration of the warranty will have a 1 year warranty on that item only. Unit warranty will not be changed as a result of a replaced component.
  • IMPORTANT: Replacement part warranty will start from the date entered on the Warranty Claim Form.
  • No bench fees may be charged to the consumer for warranty repairs.

Non Warranty Repairs

Please understand the Warranty Terms. When the warranty states, only Motors and Power Supplies are covered, drive belts, drive tracks, brushes and filter bags are not covered under warranty. Repair on units that exceeded the warranty date are considered non-warranty repairs.

  • Service Centers will invoice the End User for parts, labor and service charges for non-warranty repairs.
  • Items that have been damaged through neglect will not be covered under warranty. (Example) Power Supplies
  • Remote Control Transmitters that have inadvertently been immersed in water will be replaced at End User expense.

Warranty Compensation:

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WARRANTY COMPENSATION PROCESS

To ensure proper credit of warranty merchandise (e.g. motors, parts, etc.) please follow the following process.

  1. Diagnose the cleaner.
  2. Fill out warranty claim form see attached and Fax to: (866) 568-6962.
    • You will receive an RMA Number within 24 hours.
  3. For approved claims,
    • If you do not have the required parts Aquabot will ship to you the requested replacement parts to you at no charge.
    • If you have the parts Aqua Products will credit you the appropriate amount.
  4. As part of our new Damage Part Retention policy, Aqua Products will no longer require all damaged parts to be returned.
    • By policy we will request that each center hold all damaged / repaired parts to the last day of the current month.
    • Aqua Products will by policy will spot check damaged product holdings
    • Aqua Products will also as part of our quality control ask to have damaged parts shipped to us for further testing at our cost

2017 Aqua Products Residential Warranty Period:

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