Complaint Review: Intex Recreation

I have recently researched salt water chlorinators online, and saw good reviews on the Intex salt water chlorinator combo. I was hesitant on purchasing the item from anyone but the manufacturer so I researched and found the manufacturer had a website that anyone could purchase from.

I looked for the salt water chlorinator pump combo on the website and found it with very little hardship. I was wondering when I saw the kit so I clicked on more info and read: Chlorine Generator Combo Chlorine Generator Combo Includes built-in 2,000 gph Filter Pump that is taken directly from their website. The product link is: intexstore.com/ProductDetails.aspx?ProductID=268&CategoryID=59, based on the impression their website gave it is a universal setup for any of their Intex swimming pools. So I placed my order on 7/23/08 and the payment was processed with my bank on 7/24/08, the item was shipped on 7/25/08 and received at my home on 7/30/08.

And that's where my problem lies, after paying $299.00 + $64.55 shipping for a total of $363.55, I open the package only to find that there are parts missing. So like most consumers I proceeded to calling Intex customer service dept. @ (800) 234-6839 as it shows on the website.

My call was answered and was off to a bad start right away, the young lady who will remain nameless not because I won't say but because she refused to provide me with her name. So I shrugged that one off that as long as she helps me I don't care what her name is, I continued to tell her that it appears as though my package is missing parts and she asked for my order number I gave it to her and she pulled it up in the system she then proceeded to ask me to open my user manual and turn to page 9 and she would show me where the parts I thought were missing were in fact optional parts. Which is when I asked her why the website would not show the optional parts that I would need and state them as such?

She in all her knowledge and glory attempted to navigate the website per my guidance to the listing (and this is where she crashed out and started getting upset with me) and show me what I was asking for, but it doesn't exist. She started to become upset and I could tell it in her voice which didn't help at all because I was trying to make my point the if the items were made aware to me when I initially made the purchase I could have added them and had little to no additional shipping costs or time delay.

Now to resolve the matter and make me happy I would have accepted an offer of her offering to provide 2 day ground at no charge. But I am guessing her pride was at stake either that or Intex trains their employees to only show the customer that it was nothing more than the customers mistake.

Well I then asked her what my options were, and she told me I could purchase the parts I needed or return the whole thing and they would refund my money minus the 64.55 shipping costs. I asked her why I should have to now purchase the parts that were not made aware to me that I needed in the beginning. With that she replied you know sir its 5 o'clock and I'm not gonna sit here and argue with you about why it's not listed, tell me what your gonna do, buy the parts or send it back. and to which I repeated my question, and after several times back and forth she hung up on me.

And now I'm in a position of trying to contact someone with Intex to see what can be done to get this issue resolved, I'm not sure on the type of character I will speak to next time, but if I speak to anyone I will repost and give an update.

If it is a scenario where depending on the pool you have it determines the optional parts you will need, then Intex should only be taking phone orders or make some changes on their website. I just don't feel I should have to pay for parts that were not disclosed as optional until a week after you order and can read the owner's manual.

James
Pelzer, South Carolina
U.S.A.