Original > Hot Tub Forum

Does distance to dealer matter?

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Sam:
We've got customers that are up to 4 or 5 hours away and always manage to work things out satisfactorily.  Sometimes you gotta take one on the chin and send a tech out for an entire day on a call.  If they purchase an entry level spa, there's going to be less wiggle room.  If they bought a $14k spa, we'll bite the bullet.  Either way, it's our responsibility to manage the situation appropriately.  If it's a crappy dealer with a bad rep, I would be cautious even if they were close.  It would be a deal breaker if I were far away and the dealer was suspect.  50 miles is not a big deal in my opinion, if the dealer inspires confidence in their support.  I would ask them if it will have any effect on customer service and see what they say.

As for trip charges, every place that I have worked has had a trip charge and I think it's reasonable to do so.  I had a couple of issues arise under my home warranty and had to pay a trip charge.  When my newer refrigerator failed, the parts and labor were covered but I was assessed a travel charge.  You can't compare it to a car because the dealership doesn't send a tech to your house.

That said, we usually waive the trip charge within the first year.  Definitely within the first 6 months, unless other extenuating factors are at play such as large distance or difficult access.  If we make a mistake we certainly will waive the charge in that case as well. 

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