ondilo.com/en/

Reviews:

We would like to thank you for your trust and loyalty since 2019. We regret that your ICO spa did not meet your expectations in the first few years. We hope that your new ICO will prove satisfactory. Our Support team remains at your disposal should you have any queries.

We would like to thank you for your trust in us since 2021. We fully understand your query regarding customs charges. These charges are beyond our control and, unfortunately, we are unable to cover them or avoid them, as they are linked to the crossing of the border. We thank you for your understanding and remain at your disposal should you require any further information.

Hello, We are sorry for the inconvenience caused by the delay in receiving your replacement unit, and we understand your frustration regarding the situation. When you contacted us in August about the pH reading issue, we provided you with a series of steps to perform a water test using your ICO. This was intended to help us identify the cause of the problem and determine the most appropriate solution. Based on the results of these tests, we identified an issue with the pH readings and recommended replacing the pH probe as a first step, since your probe dated back to 2022. A pH probe is a sensitive electrochemical component whose lifespan depends on several factors, including its exposure to water and chemicals, storage conditions, and maintenance and calibration. Even with proper use and maintenance, its normal service life is generally around 12 to 18 months. Therefore, replacing the probe was necessary regardless of the issue affecting the main unit. As replacing the pH probe did not resolve the problem, we continued our investigation and arranged for your ICO Smart Core to be replaced under warranty to help resolve the remaining issue with the pH readings. We can now see that the calibration has been completed successfully, which is encouraging. We understand that the process took longer than expected, particularly due to the delay in the availability of the replacement unit, and we sincerely apologize for this inconvenience. However, the pH probe replacement was recommended based on its age and the diagnostic results available at the time, and it was not an unnecessary replacement. Thank you for your patience and understanding.

Hello, We can see that your ICO Smart Core was set up on 18 September. The Wi-Fi connection is working. Regarding the lack of pH and ORP readings, have you removed the black caps from both sensors? If you have any issues, please contact our support team. Kind regards, The Ondilo team

Hello, Please accept our apologies for the delay in dispatching your order. Our product was temporarily out of stock. Kind regards, The Ondilo team

Hello, We would like to thank you for your loyalty since 2023 and are sorry to hear that you have experienced several issues with your ICO Spa. From the outset, our team has worked tirelessly to improve the reliability of our ICO products: selecting components and carrying out extensive testing on every ICO Spa during assembly. The lifespan of an ICO also depends on the conditions in which it is used. Having reviewed your case, we can confirm that your new ICO Spa is functioning correctly. We remain at your disposal. The Ondilo team

Hello Monica, thank you for your feedback. The probes are already calibrated at the factory. It is therefore not normally necessary to calibrate them upon receipt of the device. Please feel free to contact our support team so that we can look into this with you via the following link: https://ondilo.com/en/assistance/service-assistance/