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2.3

I purchased a Hayward Heat Pump in April 2017 and installed on a new pool in May 2017. The union connectors to the inlet/outlet came from the factory with a pre-glued reducer (slip to female thread) that starts the PVC pipe installation.

There is a small leak somewhere in the seam where the 2 pieces were joined at the factory. I could not find a similar part locally so I contacted Hayward via email. I received a response within hours that a new kit would be sent out. Great.

Except the union kit arrived and it did not have the reducer attached like the original and not provided. OK, I figure no big deal, they responded quickly the last time I will just get the right part sent. NOPE! I called twice and both times I lost the war of attrition after being on hold, literally for 1 hour 45 minutes the first time and 1 hour 30 minutes the second time.

I gave up and hung up both times. I sent 4 emails 6/15, 6/26, 7/7 and 7/11 asking for the part. Nothing. But, I did learn over and over and over from being on hold that Hayward is the largest manufacturer of residential pool products in the world.

Amazing they can't hire anyone to pick up a phone or send an email with all that money pouring in. Meanwhile, I have had a slow water leak from this fitting for over a month. Oh sure I could shut it off and stop the leak and then not be able to use my heat pump. Great choice.

They may be the largest, but I can guarantee I will NEVER buy another Hayward product nor will I ever recommend a company that so clearly cannot be bothered by something as simple as good customer service. I will now simply submit a claim under the warranty since this was a defective part from the factory and let them pay a service company a few hundred bucks when all I asked for was a $5 part be sent to me.

Over and over and over again. My recommendation: Buy Elsewhere

Reason of review: Poor customer service.

Monetary Loss: $5.

Preferred solution: Deliver product or service ordered.

Hayward Pool Products Cons: Worst customer service ever.

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Homer Umb

Dear anonymous,

Thank you for posting your review of the Hayward HP50TA Heat Pump. My apologies for your experience with this product.

I'm glad to assist you with this matter.

Please contact me at your convenience. My email address is: CustomerSupport@Hayward.com

Please reference this posting when replying: 1072775

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