We've always been committed to transparency and keeping our valued customers in the loop, and today is no exception!
Sutro Cartridge Investigation
We've recently become aware of an issue affecting a small number of our cartridges produced between June 15, 2023, and July 30, 2023. During this period, some cartridges were unintentionally overfilled, and that caused the mixing balls within the flow cell to corrode and rust.
As a result, the color sensor and the reagent color detection from the spectrophotometric array in the monitor may have been impaired due to the corrosion and rust which would result in inaccurate readings, as well as issues with the device being able to properly recognize the cartridge.
We want to reassure you that not all cartridges are affected. The issue is limited to a specific batch produced within the aforementioned dates. We understand the importance of accurate readings for maintaining your water chemistry, and we sincerely apologize for any inconvenience this may have caused!
We want to assure you that we've identified and rectified the issue in our manufacturing process to prevent this from happening in the future. If you've experienced any issues with your alkalinity readings or cartridge change process during the aforementioned period, we're here to help.
Please reach out to our dedicated customer support team at email@example.com. They're ready to assist you with a replacement cartridge and guide you through any necessary steps to ensure your Sutro Smart Pool Monitor is functioning correctly!
We appreciate your understanding and patience as we navigate this situation. Your satisfaction is our top priority, and we're committed to providing you with the highest quality products and services.
Thank you for being a part of the Sutro family. We look forward to continuing to serve your pool monitoring needs.