5.1.9 Stranded in shallow water.-Machine gets stuck

Stranded in shallow water

ISSUE: 

Stranded in shallow water

[Internal Use Only — Troubleshooting Guideline]

Step 1. Please confirm the water depth at the location where the robot became stranded.

Step 2. Kindly inform customer also provide photos or a video showing the position where the robot got stuck.

If it turns out that the water depth at the stranded location is less than 50 cm, it is likely that the robot became stuck in a shallow area. In this case, we recommend placing the robot into the water from a deeper section of the pool to avoid this issue.

Reference Template:

Dear [Customer's Name],

Thank you very much for bringing this situation to our attention. We’re truly sorry to hear that your AquaSense pool robot became stranded during use, and we’d be happy to assist you in identifying the cause.

In some cases, the robot may become stuck if it enters an area where the water depth is too shallow for normal operation. To help us better assess the situation and provide you with the most accurate support, could you kindly assist us with the following information:

Please let us know the water depth at the location where the robot became stranded.

If possible, we would appreciate it if you could share photos or a short video of the spot where the robot got stuck. This will help us understand the pool environment more clearly.

If the water depth at that location is confirmed to be less than 50 cm, it is very likely the robot was stranded in a shallow area. In such cases, we recommend placing the robot into the pool from a deeper section to ensure smooth operation and to avoid the risk of it getting stuck again.

We appreciate your cooperation and your trust in our product. Our team is committed to making sure you enjoy the best possible cleaning experience. We look forward to your reply and are always here to support you!