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What happens when the people who actually know the product disappear—and customer service becomes a phone tree, a 90-minute hold, or an ordering department that cannot answer a technical question?
This week, Steve Sherwood and Wayne Ivusich examine the decline of accessible technical support across the pool and spa industry. Wayne reflects on his 32 years with Taylor Technologies, where he answered technical questions, developed educational materials, and taught an estimated 45,000 to 50,000 industry professionals. Since Taylor’s acquisition by Fluidra, much of that direct technical access—and even some of Wayne’s educational content—appears to have disappeared.
The conversation expands into a larger industry problem: corporate consolidation may preserve a product name, but it does not necessarily preserve the people, knowledge, or customer relationships that built the brand.
Before that, Steve is joined by Pat from the California Pool Association for the Insurance Interlude. They discuss how installers can protect themselves when equipment works correctly at completion but fails—or gets damaged—months later. Photos, service records, clearly defined warranty terms, and a documented follow-up may be the only things standing between you and somebody else’s blame game.
Topics discussed include:
- Protecting your company after completing equipment installationsDocumenting that equipment was operational when you leftWhy a written follow-up can become valuable evidenceDistinguishing parts warranties from free laborDamage caused by homeowners or subsequent service techniciansThe importance of maintaining complete water-chemistry recordsWayne’s 32-year career with Taylor TechnologiesWhat Fluidra’s acquisition of Taylor meant for technical supportThe loss of experienced educators and product specialistsSteve’s experience waiting 90 minutes for manufacturer assistanceWhy sales representatives have become unofficial technical-support channelsThe value—and danger—of relying on Facebook groups for answersKnowing not only what questions to ask, but whom to askWhy genuine mentorship teaches people to investigate instead of merely supplying answersHow Talking Pools can serve as an industry resource when manufacturers cannot
The label may survive an acquisition, but the institutional knowledge does not survive unless somebody deliberately protects it. When the experts disappear, customers are left owning products without reliable access to the people who understand them.
Have a pool, spa, chemistry, equipment, service, or business question you cannot get answered? Email the Talking Pools Podcast team at talkingpools@gmail.com.
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Support the show
Thank you so much for listening! You can find us on social media:
- FacebookInstagramTik Tok
Email us: talkingpools@gmail.com