Firstly there is a major safety issue - a swimming pool gas heater (cost $8,000!) at risk of exploding and catching fire in close proximity to electrical equipment, and thus a serious threat to life and property. Astralpool launched a product recall on this, stating that a technician would be in contact to repair this in five days. It's now almost three months later and no technician has contacted me, despite repeated attempts to get Astralpool to sort this out.
At one point the staff on the phone even told me point blank that there are no technicians or parts available to carry out the repairs. In my next round of communications with Astral Pool they told me my case had been prioritized and that a technician would contact me in a couple of days. Three weeks later and still no contact from anyone, technician or otherwise and I still have a dangerous gas heater outside. The company obviously does not have the capacity to repair the heater since three months has elapsed since the date the claim was submitted, and they won't refund or replace. I just keep getting told that I have to wait for a technician to contact me - which isn't happening. To make this matter worse, I have $100,000 worth of pool and spa equipment I can't use because it doesn't work properly without the gas heater being turned on. And I can't turn it on in case it explodes. Obviously this situation is rather dire, and I have begun to take legal action against Astralpool. I have been informed that their exploding gas heater is not only a health and safety legal violation, but also that the lack of support for a dangerous product is against Australian Consumer Law. So be wary of this company, the Department of Consumer Affairs itself has advised me to legal action.