3.2.1 Poor Cleaning Performance on the Waterline

Poor Cleaning Performance on the Waterline

ISSUE: 

Waterline cleaning performance is perceived as unsatisfactory by the customer — for example, the robot stays at the waterline for a short time, the cleaning appears incomplete, or the waterline is not clean enough after the cycle.

[Internal Use Only — Troubleshooting Guideline]

Step 1. Confirm the customer’s usage scenario and check the condition of dirt or stains on the pool walls.

Explain to the customer:

--The robot performs two up-and-down scrubbing passes at the waterline during each cleaning attempt.

Step 2. If the pool walls have stubborn stains:

--Suggest the customer switch to Custom Wall Cleaning Mode for more focused waterline cleaning.

--Alternatively, advise the customer to manually pre-clean the heavily soiled areas before using the robot for maintenance cleaning.

Step 3. If the customer is using Multi-ZONE Mode:

--Inform the customer that this mode has reduced coverage at the waterline due to its operating logic.

--Recommend switching to another mode and performing multiple cleaning cycles to improve cleaning results, based on the pool's condition.

Reference Template:

Dear Customer,

Thank you very much for reaching out to us!

We fully understand your concerns regarding the waterline cleaning performance, and we would like to take a moment to explain how the robot is designed to handle this task.

The robot cleans the waterline as part of its wall-cleaning process. When the robot climbs along the pool wall and approaches the waterline, it automatically detects the water surface. As the brush is about to leave the water, the robot will perform two dedicated up-and-down scrubbing passes to ensure the waterline area is properly cleaned.

If you feel the waterline cleaning is not meeting expectations, we’re more than happy to help you investigate and improve the cleaning result. To assist us with accurate troubleshooting, could you kindly provide the following information:

1️⃣ A short video showing the robot cleaning the waterline during operation.

2️⃣ Some photos of your swimming pool, so we can better understand the pool’s structure and the waterline condition.

3️⃣ The device Serial Number (SN) and the uploaded log file for technical analysis. Here’s how you can find them:

SN: Open the app, tap the "…" icon at the top right corner, and go to More. You’ll find the Serial Number listed there.

Upload Log: Open the app, select your device, tap About, and then select Upload Log.

Your feedback is extremely valuable to us, and we are committed to continuously improving our products and delivering the best possible cleaning experience.

Thank you very much for your cooperation — we look forward to your reply!