GENERAL
Frequently Asked Questions
Call us at (201)-465-4220 ext. 2. Please Leave a Voicemail with your Name and Number. During Peak Pool Season, we receive a superfluous influx of calls. Our Service Team will call you back in the order/que of which the voicemail is received. We offer extended hours and try to be as flexible to your schedule, including weekend availability, during the summer. We recommend being prepared for the call back from us with the information listed to the right of this question.
In order for us to qualify your warranty eligibility, we will request a copy of your receipt from your original sale. Do not have that available? The store you bought it from can email you a copy! We need this in every warranty claim.
You do not need to know beforehand, but identifying which cleaner model of ours you have will assist in making the process move more quickly. You can browse the "Cleaners" section of our website to identify the cleaner that is most similar to your model (although colors and names may vary).
After leaving a Voicemail, you can expect a call back from one of our representatives within 24 Hours. Once on the phone with us, you will have a diagnosis and text message from us before even hanging up the phone. Typically, we will have a tracking number for your replacement part texted to you within that same day of diagnosis after receiving a copy of your receipt.
We have multiple dealers around the Country. Feel free to use our "Contact Us" form to find the nearest location to you. We also have a couple of online dealers we could send to you as well. Just give us a call or send us a message through "Contact Us."
The Most Common Cause of Malfunction:
Our cleaners that come with a Diagnostic Swivel have specific connection paths. As seen in this video, the cords should be connected based on color (blue side to blue cord, black side to black cord). Make sure to connect the cords within the correct shaping of the port. We often see robots come to us in service that have been compromised due to forcing the connections in the wrong way. This leads to improper connections and room for water damage. Make sure to remove the waterproof jacket, plug in the cord, then reapply the waterproof jacket and screw on the top securely.
FAQ- XL600,700i, Black Pearl
Below are some frequently asked questions for our models XL600, XL700i, Black Pearl and Black Pearl Ultra, and Private Label Units similar to the picture below Units. Please note that you may call our service line for additional help. Check out how under our "Warranty" Tab in the Menu.
The pump works but the robot does not move....
1. No or not enough power transmitted to the robot or object blocks the rollers, the paths or the wheels of the robot:
a.) Disconnect the power supply and take the robot out of the water.
b.) Open the basket lid and remove the basket.
c.) Check that there is no foreign object in the turbine located above the engine.
d.) Check that there are no foreign objects blocking the hydraulic system or the brushes and belts under the robot and on the sides.
2. Malfunction of the Control Circuit: Stop the robot immediately and contact the shop where you bought your robot.
The robot does not move and the pump does not start...
1. The robot is not connected to a power source or the power is off:
a.) Check that the power source is active by plugging another device into the power outlet.
b.) Check that the power supply box is turned on.
The robot does not collect debris during operation - the robot does not come up...
1. The basket is clogged / full:
a.) Check if the basket is correctly inserted.
b.) Clean the basket and its filter panels.
c.) Clean the fine filter if you use this accessory.
2. An object is stuck in the turbine or the grid located above the turbine:
a.) Check that there is no foreign object in the turbine, or blocked in the grid above the turbine.
The robot does not clean all areas of the pool...
1. Not enough or too much floating wire in the pool:
a.) Make sure the length of cable floating in the pool is just the length needed. Remove the excess length of cable from the pool and leave this length outside the pool next to the power box.
b.) Introduce the robot to the center point of the pool. If your pool is oval or rectangular, this point is half the length.
FAQ- XL300, XL400
Below are some frequently asked questions for our models XL300, XL400, Green Mamba, and Private Label Units similar to the picture below Units. Please note that you may call our service line for additional help. Check out how under our "Warranty" Tab in the Menu.
The robot is not moving / the pump is not working...
1. Check that the electrical outlet you are using is working by plugging another appliance into the outlet.
2. Make sure the end of the chord is plugged correctly to the power supply.
3. Make Sure cable has not been damaged.
An object blocks the rollers or one of the wheels of the robot...
1. Unplug the power supply and take the robot out of the water.
2. Open the robot to inspect it.
3. Check that there are no foreign objects jamming the wheels.
4. Make sure there are no foreign objects blocking the GREEN ROLLERS under the unit.
The robot moves in one direction only....
1. An object blocks the robot's rollers or one of the wheels:
a.) Unplug the power supply and take the robot out of the water.
b.) Open the robot to inspect the interior.
c.) Check that there are no foreign objects in the turbine or blocking the rollers.
The robot does not collect debris during operation...
1. An object blocks the robot’s rollers or one of the wheels, so:
a.) Unplug the power supply and take the robot out of the water.
b.) Open the robot to inspect the interior.
c.) Check that there are no foreign objects in the turbine or blocking the rollers.
d.) Filter is filled to capacity, clean filter.
The robot moves too fast...
Set the speed control knob on the top center of the robot to the lower level to reduce the speed of movement
Power status LEDs flash alternately...
1. This means that power current does not flow properly to the unit:
a.) Check all robot cable connections to the power source.