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The pool monitor is effective when it functions properly, but the customer service is poor. I had difficulty activating my account after receiving the unit and attempted to contact Sutro via email and phone for over a month without success. Eventually, they provided me with an alternative way to set up an account, but by that point, the testing cartridge that came with the unit had already expired, rendering the device useless. Sutro promised to ship a replacement cartridge on July 17th, but it is now July 30th and I have yet to receive it and cannot get a response from them. Based on my experience, I cannot recommend this product to others.
Have been working with Sutro support (when they care to respond) over the last 30 days, trying to get the newest cartridge to work. Have had to take photos and answer all kinds of questions, do all kinds of tests for them off and on for weeks. Ultimately, no go. Now trying to get a refund on this device and cancellation of service, they're trying to tell me I'm out of the refund window but they'll be nice enough to give me a free month. (THE DEVICE DOESN'T FREAKING WORK ANYMORE!) Their warranty is for 1 year so I should be covered, but I don't even want to continue using this POS. UPDATE: TWO MONTHS LATER, still fighting with them about the issue. They are now asking me to try a fifth cartridge in a row. I’m sure this new cartridge will work where the previous 4 did not. Yes, it’s definitely not the unit itself! Morons Even in the preceding 11 months, it was routinely a pain in the butt to get it to pair, get it to accept a new cartridge, and so on. And the value just isn't there on a spa. Pretty sure I can remember toss in 1/4 c of Ph Up every few days? Now I know...
Sutro has been my go-to for monitoring my pool water chemistry since the beginning. I’ve invested in their monitor and Pool device, and it’s been an excellent decision. I can confidently check my chemical levels three times a day, knowing that I’m getting accurate readings. Sutro’s device has been reliable and consistent, allowing me to stay on top of my pool’s chemistry without any worries. It’s been a huge relief, and I highly recommend their products. The company itself is great, and the customer support is top-notch.
Love the Sutro product and they backed their technical support being 100% available to resolve your issues.
