FAQ
All pool owners will confront at least one of these questions throughout their years of pool maintenance. Thankfully, these are questions that we have been asked many times before, and so we have lots of knowledge to share on each subject. Treat this FAQ as an index that has links to further research if needed.
FAQ
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Recall
No, you must use one of the qualified technicians that we have trained to complete the inspection and rework of the gas heaters. Fluidra will not be liable for any future faults and associated issues with the gas heaters that have been reworked or repaired by service providers who have not been authorised to act on Fluidra’s behalf in this matter.
If the gas heater is already switched off, please ensure it remains switched off until a licensed gas fitter can access the heater on site and rectify the fault. It should remain turned off until such time that the unit has been repaired on-site.
Replacement parts supplied under this recall campaign are warranted to be free from defects in materials and workmanship for the remainder of the original gas heater warranty period or for 12 months from the supply of the replacement, whichever is longer.
Unfortunately, this is very difficult to answer before we have a better understanding of the number of end-users that register to have their heater reworked. Fluidra will endeavour to contact you within 48-72 hours of receiving the online booking form. An AstralPool technical support representative will be in contact within 10 business days to confirm details of the process moving forward. The date which they visit you will depend on both parties availability.
If your heater was sold prior to October 1 2020, our standard pre-October 2020 warranty terms relating to the product and replacement of spare parts will apply. In these situations where parts have been replaced, we will warrant the parts and labour for 12 months or for the remainder of the original warranty period of the appliance, whichever is the longer of the two. For example, if the original unit being reworked was 3 years old, the repair of this unit would carry a 2 year warranty from the date of rework. In situations where we replace or completely swap-out an old unit with a new gas heater, the warranty offered on the new replacement unit will be as per the terms of our current warranty policy (ie. full 3 years or 4500 running hours from the date of installation). For units sold after 1 Oct 2020 please refer to below warranty terms:
No, the scope of this rework is limited to repair or reworking any affected gas heaters only. We will not arrange for the removal of decommissioned gas heaters.
Once your online Booking Registration Form has been received, Fluidra has a dedicated Product Recall Information Team who will keep you updated throughout the rectification process. If you require assistance with any aspect of the booking or rectification process, please contact them on 1300 852 501 (AU) / 0800 576 961 (NZ)
The affected models are those that were manufactured between the following dates:
July 2014 to July 2020: HiNRG Natural & LPG Gas Heaters - Model Numbers: 175, 250 and 400
September 2018 to October 2020: ICI Natural & LPG Gas Heaters - Model Numbers: 200 and 400
December 2011 to October 2020: Viron eVo Natural & LPG Gas Heaters - Model Numbers: 250, 350 and 450s.
If you have any of the affected models, you must immediately stop using the heater and disconnect the unit from the power supply. You should then complete the online Booking Registration Form on this website, to arrange for a qualified and trained technician to repair your gas heater on-site.
You can still use your pool, but if you have any of the affected models, you must immediately stop using the heater and disconnect the unit from the power supply.
If you indicated that your gas heater is controlled by a CONNECT automation system, a temporary cable will be sent within 3 working days of Fluidra receiving your completed registration. Instructions on where to attach the temporary cable can be found in Step 3.Customers requiring assistance with any aspect of the booking or rectification process can contact Fluidra’s dedicated Product Recall Information Team on 1300 852 501 (AU) / 0800 576 961 (NZ)
If you are using a Viron Connect Automation System in conjunction with the heater, it will require a temporary cable to be connected to the Viron Connect for the pool pump to operate once the heater has been switched off. This temporary cable will be sent to you within 3 working days of Fluidra receiving your completed registration.
The rework will involve replacing the ignition module and providing greater weather protection to the internal componentry. The rectification varies slightly between the HiNRG and the Viron/ICI models. Specifically, for the HiNRG the rework will involve: the replacement of the ignition module and the water pressure switch; the installation of 2 Hi Limit sensors, a new screw-in water shield and a new stainless-steel flue top. For the Viron & ICI models it will involve: the replacement of the ignition module, stainless steel flue, drain-plug, water pressure switch and electrical box assemblies; as well as the installation of 2 Hi Limit sensors.
Fluidra’s obligation under this Voluntary Safety Recall is limited to repair or replace components that have enabled moisture or water to damage the ignition module. Specifically, for the HiNRG this will involve: the replacement of the ignition module and the water pressure switch; the installation of 2 Hi Limit sensors, a new screw-in water shield and a new stainless-steel flue top. For the Viron & ICI models this will involve: the replacement of the ignition module, stainless steel flue, drain-plug, water pressure switch and electrical box assemblies; as well as the installation of 2 Hi Limit sensors.
As part of the work process, the qualified technician will also do a visual check of the heater exchange, burner(s), firebricks, to gauge the general condition of the heater and ensure it is operating in a safe working order. If they identify that any other internal components of the gas heater, are in poor condition and/or are unsafe, they will advise the end-user of this, but the cost for any additional repair will not be covered under the FREE recall work order.
The following AstralPool gas heaters sold by Fluidra between 1st December 2011 and 26th October 2020 are being recalled voluntarily as part this product safety recall campaign:
HiNRG Natural & LPG Gas Heaters - Model Numbers: 175, 250 and 400
ICI Natural & LPG Gas Heaters - Model Numbers: 200 and 400
Viron eVo Natural & LPG Gas Heaters - Model Numbers: 250, 350 and 450s.
The AstralPool JX and HX gas heaters and the Zodiac JXi gas heaters are NOT affected by this voluntary product safety recall campaign.
Fluidra Group Australia Pty Ltd, the supplier of AstralPool products in Australia, has initiated a Voluntary Safety Related Recall Campaign involving select AstralPool Natural & LPG Gas Swimming Pool Heaters. Fluidra has initiated this recall voluntarily in the interest of customer safety.
The infield repair work will be performed by a qualified technician who has been trained in the rework procedure.
Water or moisture may enter the ignition module inside the heater causing it to fail. This may result in overheating and "sparking" and in certain circumstances may lead to the plastic casing catching fire. It can also create a ‘false’ call for heating, allowing the heater to operate when in the ‘OFF’ position, bridging the safety circuit and allowing the heater to operate with no water flow. If the ignition module fails and causes a fire, this may result in a serious injury or death to users or bystanders.
In limited circumstances some heaters, due to their overall poor condition may not be repairable, and in most of these cases customers will be offered up to a $1,000 trade-in on any AstralPool gas heater or heat pump.
Fluidra will not be liable for any rectification costs associated with installations that do not conform to our specifications or do not meet regulatory requirements.
Warranty
Unfortunately no. Our autoscheduling system will determine when our technicians are available to attend before we send you a text notification. If you are not available on the appointment date, you can reply NO and you will be given another date.
Depending on the priority level of the job (for example a split tank would be a high priority), usually we are able to book our technicians in within 1-2 weeks of the time of scheduling, but sometimes in peak season it could take longer.
Please contact us via LIVE CHAT to let us know which model of cleaner you have. If you don't know the name of the model, please send us a photo of your cleaner and the replacement part you need to servicesupport.au@fluidra.com. In this case, we will order the parts to be sent to you.
If you require a refund, you need to reach out to your pool retailer as your contract of sale is with them. If your product is still within warranty please contact us via LIVE CHAT so that we can assist you with troubleshooting the product or lodge a warranty claim.
To have your cleaner repaired outside of the warranty period, we recommend you use one of our Authorised Repair Agents, who will make the assessment and provide you with a quote. If you need assistance in finding a recommended repair agent, please reach out to our LIVE CHAT support. Our Live Chat is open 9am - 5pm Monday - Friday, Sydney Time.
Please contact us via LIVE CHAT to advise which suburb you live in, and we can direct you to an Authorised Repair Agent close to you. Alternatively, the cables can be bought as a replacement part. You can use our Dealer Locator page to find your nearest dealer to inquire about their stock availability.
It can range between 2 to 5 business days. Once your appointment is scheduled, you will receive confirmation of the day and time via text messages.
Please contact us via LIVE CHAT or via the help and support tab in the myfluidra portal to let us know which product you are having a problem with. One of our friendly aftersales team members will be able to assist you with registering your product for you.
Depending on the size of the replacement item and how it has been shipped, normally for small items such diaphragms we do not get tracking numbers, but for bigger items such as cleaners we can provide you with tracking. If you want to find out the shipping status of your item, please contact us via LIVE CHAT (https://www.astralpool.com.au/contact) and one of our Customer Care agents will be able to help you.
If we fail to contact you successfully, normally you will receive a text like this to give you the option to text back. We also follow up on attempted contacts on the daily basis. -------------- We've tried to contact you with regards to your case number _______. Please reply to this SMS or call us back on 1300 763 021. We will try to call you within the next 24 business hours Thanks, Fluidra Support --------------
Product Related
It isn't recommended the unit isn't consistently left in the water when it isn't in use. We recommend removing the unit and letting it dry out as any potential chemistry issues in the water can affect the cleaners performance.
There are several factors we need to consider when recommending a pool cleaner. Please contact us via LIVE CHAT, and we will be able to give you some recommendations. Please also refer to this article to find out the key considerations when choosing a robotic cleaner.
This could be that the pump is not on a high enough speed to fill the cell (if it is a variable speed pump), or there may be a loose connection on the cell leads. Also check that all valves are open (if any).
Please contact us via LIVE CHAT and inform us the size and surface of your pool and what type and volume of debris you get in your pool, and we will be able to give you some recommendations.
General
Swimming pool and Spa owners are required by law to have a pool fence or safety barrier around their pool. Government standards and regulations stipulate how the fence should be designed, constructed and maintained. Pool fences must be non-climbable by young children and include self-latching gates.
Pool builders are always happy to assist with ideas and advice for your swimming pool design, or can work with an existing plan if you have already engaged an architect or landscape designer.
At the moment, we do not sell directly to the public, but you can purchase from one of our dealers. Feel free to use the link below to find your local dealer and ask them to order your desired product if they don't have it in stock:
Australia: Australia Dealer Locator Page
New Zealand: New Zealand Dealer Locator Page
We have dealers in NZ that can assist you. Please reach out to our NZ Customer Care team via phone or email listed on contact us page to find out more about your local dealer.
Natural evaporation will cause a water loss of between 2 and 5cm per week depending on how hot and windy it is. One quick way to check is to get a bucket of water and put it beside the pool and mark the line on the top of the bucket where the water is when first filled, mark a line inside your skimmer at the same time. Compare the two levels a few days later and if the pool has dropped considerably more than the bucket you may need to get a leak detector in.
Please send your contact details to au.sales@fluidra.com so that our Commercial team can follow up with you.
This will vary dependent upon your final decision regarding fibreglass or concrete. Fibreglass is generally quicker once building permits have been obtained.
This depends on a few factors. The general advice is to run it 8-10 hours per day in summer and 4-6 hours per day in winter.
As pools are designed to suit the needs and lifestyle of individuals this will vary greatly and pool builders will supply you with a quote based on your specific requirements. Click here to find your nearest pool builder.
You should maintain chlorine and pH levels between pool shop visits and ideally you should test your water 2-3 times a week. During Summer a fortnightly visit to the pool shop is probably wise and monthly during Winter. It is also a good idea to get the levels checked following heavy storm activity.
Yes! Even if you have your pool covered, some debris may still get in it during the winter. You can reduce the running time to 4-6 hrs/day to reduce the power consumption but also provide sufficient circulation to keep your pool water free of algae. It is easier to keep the pool clean than it is to remediate a pool that has been neglected. Good luck!
Blackspot algae is a root based algae that embeds itself into the pebbles. Poor circulation can be a large contributor to recurrent blackspot issues. Ensuring good chlorine levels and good circulation will assist with reducing recurrent issues as will the use of a metal brush to “break down” the coating over the blackspot which will allow the chlorine to kill it off. The use of a quality algaecide is also recommended.
There are many varied sizes and shapes with fibreglass pools which will suit many requirements, however, the extra benefit of an inground concrete swimming pool is that the pool can be designed to any size or shape to suit your specific area.
This can be the first sign that your pool may turn green if due to insufficient chlorine levels or inadequate filtration times. It can also be a result of storms blowing in dust and other debris or organic material from rain or water run off. Cloudy water is also caused by dirty or clogged filters which are unable to collect material in the water. Get your local pool professional to check your chemical balance and adjust accordingly.
Generally this is caused by insufficient sanitiser levels or inadequate filtration times. It can also be caused by poor circulation. Take a sample to your local pool professional and get them to check that all chemical levels are sufficient.