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Técnico da H2O fazendo manutenção de um gerador de cloro na bancada da assistência técnica
H2O customer support

Technical support for your chlorine generator.

When the equipment fails, water treatment stops with it. That is why H2O's technical support keeps a team dedicated to diagnostics, maintenance and support for Evoclor and Sanitation chlorine generators. Open a ticket and our technical department will contact you.

Open a ticket → See the warranty
Customer service · Technical support(18) 99129 2730
How it works

From the support ticket to the equipment back in operation.

Technical support follows four stages, always in the same order, so you know what to expect at each step.

01

Describe the symptom

First, submit the form on this page or contact customer service. The more detail about what the equipment is doing, the faster the team finds the cause.

02

Remote diagnostics

Next, the technical department reviews the report and guides the first checks. In practice, many cases are solved at this stage, without the equipment leaving its place.

03

Factory analysis

If remote diagnostics do not solve it, the chlorine generator is assessed at H2O's factory in Penápolis, Brazil. Beforehand, the team tells you what to provide and how to ship it.

04

Repair and return

Finally, the repair is carried out and the equipment is back in operation. Within the warranty and outside the exclusions, the repair is free of charge.

Warranty

One-year warranty, with clear rules for technical support.

Every H2O chlorine generator comes with one year of coverage: 90 days of statutory warranty plus 9 months of additional warranty, counted from the date of purchase or delivery, according to the sales invoice to the end consumer.

Period

It is 1 year in total for the equipment and the accessories that come with it. Accessories purchased separately have 90 days, or the period stated in their own terms.

What to provide

Three documents: the purchase invoice, the warranty certificate and the product identification questionnaire. Keep these documents with the manual from the day of installation.

Where it is assessed

Always at H2O's factory in Penápolis, SP, Brazil. If you prefer on-site service, the technician's travel, meals and accommodation may be charged.

What is and is not covered

The warranty covers

  • Component failures under normal conditions of use and maintenance
  • Premature wear of parts, within the warranty period
  • Free repair, including replacement with new or equivalent reconditioned parts
  • Accessories that came with the equipment
  • Service throughout Brazil

The warranty does not cover

  • The installation itself, or damage from installation by an unauthorized provider
  • Installation that differs from the supplied design — in this case the warranty is voided
  • Cleaning not in accordance with the manual and accumulated residue clogging the reactor
  • Salt quantity not in accordance with the manual
  • Repairs by unauthorized workshops and use of non-original parts
  • Natural agents: flooding, salt air, lightning, excessive heat or humidity
  • Inadequate electrical supply and fluctuations beyond the limits in the manual
  • Parts subject to natural wear, such as LEDs and control buttons
  • Routine maintenance and cleaning services

This is a summary of the conditions. Parts damaged by misuse may incur replacement costs even within the warranty period. The full warranty terms come with the product — if in doubt, customer service will clarify before you ship the equipment.

FAQ

Questions about warranty and service.

What is the chlorine generator warranty period?
One year in total: 90 days of statutory warranty plus 9 months of additional warranty, counted from the date of purchase or delivery, according to the sales invoice to the end consumer. Accessories that come with the product have the same period, while accessories purchased separately have 90 days.
What do I need to provide to claim the warranty?
Three documents: the purchase invoice, the warranty certificate and the product identification questionnaire. Keep these papers with the manual from the day of installation, because the analysis cannot be opened without them.
Where is the equipment assessed?
At H2O's factory in Penápolis, in northwestern São Paulo State, Brazil. If the customer prefers service at the installation site, the technician's travel, meals and accommodation may be charged, according to the warranty conditions.
Does the warranty cover installation?
No. The warranty covers component failures under normal conditions of use, but does not cover installation or damage caused by improper installation by an unauthorized provider. In addition, if the installation differs from the supplied design, the warranty is voided.
Can the wrong amount of salt void the warranty?
Yes, this is one of the exclusions. Using a salt quantity that does not match the manual causes abnormal equipment behavior and is not covered. Checking the concentration specified for your model is the cheapest preventive maintenance there is.
How do I open a ticket?
You can request technical support through the form on this page or directly from customer service, at +55 18 99129-2730. The technical department will then contact you for diagnostics. The more details you send about the symptom, the faster the team identifies the cause.
Open a ticket

Tell us what is happening.

Describe your chlorine generator's symptom in as much detail as possible. Our technical department will then contact you for diagnostics.

Customer service · Technical support(18) 99129 2730 Emailcontato@h2ogeradoresdecloro.com.br FactoryAv. Dib Jorge, 961 — Penápolis, SP, Brazil

Request technical support

Fill in the form and wait for our technical department to contact you.