3.1.1 Pushing dirt on the water surface

Pushing dirt on the water surface

ISSUE: 

Pushing dirt on the water surface

[Internal Use Only — Troubleshooting Guideline]

The device will run with a current of water flowing through it, so if the trash on the surface of the water is too light, it will be affected by the current of the water and will be pushed out of the way.

Step 1. Confirm with customer that if there are no obstacles on the water surface (customer's own circulating water pump, etc.) because if there is an obstacle in front of the device, the device will clean and slow down in order to prevent collision.

Step 2. It is still recommended that customers use the machine a few more times to clean for a longer period of time and to see the cleaning performance. 

Reference Template:

Dear [Customer's Name],

Thank you for choosing AquaSense 2 Pro! Our pool cleaning robot features an industry-first 5-in-1 cleaning mode, designed to deliver comprehensive and intelligent cleaning for your pool.

That said, we also understand that surface cleaning can sometimes be particularly challenging, especially when external factors like water flow, wind, or floating debris influence the cleaning results. These elements may shift leaves and debris around, making it difficult for the robot to capture them all in a single cycle.

To help optimize the surface cleaning performance, we recommend running multiple cleaning cycles. You may try:

Custom Mode — Surface (targeted surface cleaning), or

Multi-Zone Mode — Max Surface (enhanced coverage of the surface area).

Both modes are designed to improve the chances of collecting floating debris under different conditions.

In order to better understand your specific case and provide more tailored support, could you kindly share the following with us:

1. A description of the situation where the surface remains unclean — for example, the type of debris or leaves you usually encounter (name, size, shape, etc.).

2. Photos of your swimming pool.

3. A short video showing the robot’s performance during surface cleaning, especially where debris remains.

Your feedback will not only help us assist you more effectively but also support us in continuously improving the cleaning performance of our products.

Thank you once again for your trust in us! We look forward to your reply and are here to make sure you get the best experience possible.