Pentair intellifloXF VSF pump lossing comm (replaced control) Repaired

[Davegnh]

I've been having this issue for 2 years that my pump would shut of randomly (lose RS485 comm) only way to restart was to power down and restart. I searched for a solution when it first happened 2 years ago and found nothing. I just put up with it as it only happened 2-3 times a summer. But now its happened 3 times in the last 2 weeks and searched again for a solution. I found this thread and many others. Pentair Intelliflo VSF not turning on It seems to be covered under warranty. My question is can I deal with Pentair directly on this or do I have to go back to my pool builder? I rather not deal with my pool builder as had some issues at the end of the pool build and really don't want to have to engage with them. If I can deal direct with Pentair what proof do I need to show it was professional installed I checked my contract and it just stated variable speed pump (I have specific equipment in an email). My contract was signed March 2021, permit pulled June 2021, pool build started in July 2021 but equipment wasn't installed until April 2022. So not sure what I need to show my 3 yr warranty is still in effect.

thanks,

Dave

 

[proavia]

Contact Pentair - hopefully they will get a local authorized service company to come out.
The worst they can say is to contact the pool builder.
What have you got to lose?

 

[Davegnh]

Im just trying to get everything I need to make the claim in order before I call. Is Pentair supper picky on claims I never registered and reading the warranty card from their site it states need to register to receive more then 60 day coverage

 

[ajw22]

What firmware level is in your VSF pump?

I think Pentair is not that strict in replacing known defective firmware they have in pumps.

If your pump is 011056 then an authorized Pentair technician needs to come out with a PC and flash your pump drive.

If you have an Intelliflo3 pump Pentair can update the firmware remotely.

 

[Davegnh]

Pump is Intelliflo XF VSF 022056. I haven't checked the firmware yet I just made the assumption based on the date of my pump install and other users posting of firmware version installed around same time. Unfortantly im not home and wont be until tommorow and my pump shut off this morning only way I know if the pool temp dropped 5 deg in less then an hour do the water in pipe not ciculating in the pipe where the sensor is. Now my SWG is off im glad I run at the higher recomended clorine level.

 

[ajw22]

You can't assume what firmware version is in the pump.

 

[Davegnh]

Why not i'm pretty sure you can can assume anything you want just doesn't make it correct (joking).

I planned to confirm when I am home before I call Pentair..... I guess right now i'm hoping I have firmware 3.04 or lower as it seems like 3.05 fixes this issue otherwise there is another ghost in the system.

Thanks for the help hearing you say they are typically not picky with flashing the firmware under warty makes me feel better.

 

[Davegnh]

I confirmed that I do have 3.04 firmware so going to give Pentair call tomorrow. The motor had a date code of February 2022. So should still be covered under warranty.

 

[Davegnh]

Frustrating afternoon. 4 and 1/2 hours later haven't been able to talk to the tech. Waited 2 hours from the first call back and missed his call. Then another hour to talk to the first person before the tech. Now waiting for another call back. So much for taking care of this at my lunch hour.

 

[Davegnh]

My pump stopped running this weekend again. I ended up removing the automation and running the pump manually now. The next 4 days are going to be in the '90s and peak uv. Now it's not the time for my salt water chlorine generator to be off. I called pentair again this morning got on the waitlist to talk to a tech that was 7 hours ago never received a call back. Does anybody know of a better way to get hold of pentair? I have a ticket number and every time I call back I talked to the general customer service and tell them I have a ticket and then they transfer me to the tech wait line. It's a very frustrating process.

Dave

 

[mknauss]

Does anybody know of a better way to get hold of pentair?

Many times social media -- such as X or Facebook -- get quicker results.

 

[Davegnh]

Called when the first opened this morning (9am est) and was able to talk with a Tech within 5 min so that is the trick to getting hold of them. I have to get all my equipment registered unfortunately I don't have all the documentation showing model numbers from pool builder and we added and swapped equipment during the build so this will be fun.

 

[Davegnh]

Registration of product went smooth. They have issued a Work order to a local pool service. Will see how it goes.

 

[Davegnh]

The other thing I didn't realize is if you buy a bundle of pentair products consisting of a pump and filter and/or automation everything that's pentair that you buy at the same time gets covered by a 3-year warranty. Many things like lights only have one year if purchase separately. I had a couple things installed a few months after pool startup and they still gave those items three year warranties (screenlogic). Assuming the pool tech they send is good I've been very happy with pentair other than the difficulty of getting hold of them but I do understand this is pool season.

 

[Davegnh]

Company they sent work order never called to schedule appointment. I called them today and they don't have the firmware to update the pump so now they have to reach out to Pentair for the software. Doesn't seem like they deal with a lot of Pentair product (they don't list any Pentair equipment on their site). They asked if I was connected to Wi-Fi and it could be updated that way which it can't. I asked if they can handle this type of service and if they are experts with this type of issue and they indicated that they can do the firmware update..... They said any other company in the area would be in the same boat.

@Jimrahbe does this seem right the pentair authorized service wouldn't have the software to flash the pump?

 

[Davegnh]

Got a call back from Pool company. They said they need a drive to flash the pump? Not sure what she meant by that. Yesterday they said just needed the firmware but they are also missing hardware. Unless they are just going to replace the motor control and not bother with flashing the firmware. Hard to tell as the customer service person is not technical.

 

[Davegnh]

Hopefully there's some pentair experts out there is this the normal process? I'm worried I'm going to get these techs here and they're going to be like this is the first pool I've ever seen.

 

[Davegnh]

I just want that sweet sweet any warranty money

 

[ajw22]

On your area it would not be surprising that pool techs do not get much experience flashing Pentair VS pump firmware. The Tech should have their secret Pentair support number who can walk them through what they need to do.

 

[Jimrahbe]

@Jimrahbe does this seem right the pentair authorized service wouldn't have the software to flash the pump?

Dave,

I don't work for Pentair, in any way, so I have no clue what it takes to be an "Authorized Service Center". That said, they have been flashing a ton of VSF pumps and am surprised that any Pentair service center would not have the ability to do it by now..

Sorry for your troubles.

Thanks,

Jim R.