Original > Hot Tub Forum
Artesian Spas-Horrible Customer Service
Mjerila:
Customer Service is about helping customers with issues/problems when there is a problem or issue. I’m new to this spa world and just spent a year saving up $8K to buy something. I have expectations when it comes to Customer Service. I’m sorry you don’t. Maybe you $8K isn’t a big deal to you. I’m a Disabled Vet with a fixed income. This was a difficult to achieve, but needed to do this so I can get therapy at home.
When I go to use my spa for the first time, it is alarming when I have a problem, no manual, my retailer isn’t available and nothing seems to be going right. I find a website and attempt to register my spa, but can’t get down to the ground to read the S/N. Had to call a neighbor to take a picture of it. Then their website kept telling me the S/N and Model# don’t match. Thinking what the heck is going on and no one to talk to.
I find a phone number and call the manufacturer and they don’t want to help me and even told me they have that department that can help, but only Dealers can get help from them and I have to call my dealer! I tried to explain the story and that my Dealer is closed, etc, but not willing to help at all. They hung up on me even. Then when I called back, I was told they will not help and only the dealer can get there help.
Calling back a few times, they finally connected me to the nexessary department. They explained that they do help customers directly, not a regular basis, but like in my case they will help, because the dealer was closed. He listened and solves my problem. Explained that new spas have timers on the spas that turn off after 15-30 mins based upon the manufacturer. Okay, easy fix. Jets use was confusing, kinda explained how that works and I was explained they don’t have manuals (hard copies) and He emailed me an electronic version. The Manager explained to me that the receptionist should have know, because she worked in that department prior.
So, if you don’t have expectations for customer service, go for you. I bet somewhere in your past or in your future will understand. If not, that is fine too. I’m glad you didn’t sell me the spa. Cause I probably would have gone somewhere else and they would have made my money and not you. So we are in agreement that neither of us will ever need to work together. You’re probably one of those agents who give poor customer service. Now that we are seeing eye-to-eye. Have a great day and I wish you great success in whatever it is you do!!!
Thank you for the response and your candor response.
The Wizard of Spas:
--- Quote from: Mjerila on June 30, 2020, 01:24:13 pm ---Customer Service is about helping customers with issues/problems when there is a problem or issue. I’m new to this spa world and just spent a year saving up $8K to buy something. I have expectations when it comes to Customer Service. I’m sorry you don’t. Maybe you $8K isn’t a big deal to you. I’m a Disabled Vet with a fixed income. This was a difficult to achieve, but needed to do this so I can get therapy at home.
When I go to use my spa for the first time, it is alarming when I have a problem, no manual, my retailer isn’t available and nothing seems to be going right. I find a website and attempt to register my spa, but can’t get down to the ground to read the S/N. Had to call a neighbor to take a picture of it. Then their website kept telling me the S/N and Model# don’t match. Thinking what the heck is going on and no one to talk to.
I find a phone number and call the manufacturer and they don’t want to help me and even told me they have that department that can help, but only Dealers can get help from them and I have to call my dealer! I tried to explain the story and that my Dealer is closed, etc, but not willing to help at all. They hung up on me even. Then when I called back, I was told they will not help and only the dealer can get there help.
Calling back a few times, they finally connected me to the nexessary department. They explained that they do help customers directly, not a regular basis, but like in my case they will help, because the dealer was closed. He listened and solves my problem. Explained that new spas have timers on the spas that turn off after 15-30 mins based upon the manufacturer. Okay, easy fix. Jets use was confusing, kinda explained how that works and I was explained they don’t have manuals (hard copies) and He emailed me an electronic version. The Manager explained to me that the receptionist should have know, because she worked in that department prior.
So, if you don’t have expectations for customer service, go for you. I bet somewhere in your past or in your future will understand. If not, that is fine too. I’m glad you didn’t sell me the spa. Cause I probably would have gone somewhere else and they would have made my money and not you. So we are in agreement that neither of us will ever need to work together. You’re probably one of those agents who give poor customer service. Now that we are seeing eye-to-eye. Have a great day and I wish you great success in whatever it is you do!!!
Thank you for the response and your candor response.
--- End quote ---
In hopes of trying to explain things from a manufacturer's point of view - If you buy a Ford Truck or Chevy Camero, you do not call Ford or Chevy directly when you have issues. That is not the point of those companies. They are manufacturers, not retailers.
I understand your frustration but look beyond your anger and try and look towards a resolution in constructive ways. This is not an issue with Artesian but rather your dealer. Please understand that most hot tub companies are 6 months behind on orders, and retailers are absolutely getting hammered as everyone is home right now and wanting their pool or spa installed or fixed.
You appealed to our emotions with your personal experience. Allow us to appeal to your emotions that we are people too. We are all working our butts off to help everyone.
I understand your frustration. I do. I work for a manufacturer and I get these calls all the time. It sounds like the dealer didn't do their best with their explanation of how the tub works. Please be mindful that we all have to be patient during this COVID-19 world. Places that were closed are now slowly opening, but maybe they are not back at full staff. They do this while risking their health and safety. Maybe the factories are not back at full staff (mine aren't totally yet), so please understand that this is not anything personal against you.
This is a forum to for help. Please be respectful, as I would have wished the other posters would have also been respectful as if they were standing in front of you and not hiding behind anonymous online handles, and talking in a manner that is reductive and not working towards a solution to your problem.
If you want to give a bit more information on your issues, with full input of info and context, there are some pretty sharp people on here who would be glad to help. In the grand scheme of things, please note that this is a hot tub and you are able to use it for the most part. This is a leisure item. You're healthy and living and things are ok. This is not at all worth getting this worked up about. It didn't go perfect but it will get there if you just have some patience. Let us try and help you out.
swilly1000:
--- Quote from: Mjerila on June 30, 2020, 01:24:13 pm ---Customer Service is about helping customers with issues/problems when there is a problem or issue. I’m new to this spa world and just spent a year saving up $8K to buy something. I have expectations when it comes to Customer Service. I’m sorry you don’t. Maybe you $8K isn’t a big deal to you. I’m a Disabled Vet with a fixed income. This was a difficult to achieve, but needed to do this so I can get therapy at home.
When I go to use my spa for the first time, it is alarming when I have a problem, no manual, my retailer isn’t available and nothing seems to be going right. I find a website and attempt to register my spa, but can’t get down to the ground to read the S/N. Had to call a neighbor to take a picture of it. Then their website kept telling me the S/N and Model# don’t match. Thinking what the heck is going on and no one to talk to.
I find a phone number and call the manufacturer and they don’t want to help me and even told me they have that department that can help, but only Dealers can get help from them and I have to call my dealer! I tried to explain the story and that my Dealer is closed, etc, but not willing to help at all. They hung up on me even. Then when I called back, I was told they will not help and only the dealer can get there help.
Calling back a few times, they finally connected me to the nexessary department. They explained that they do help customers directly, not a regular basis, but like in my case they will help, because the dealer was closed. He listened and solves my problem. Explained that new spas have timers on the spas that turn off after 15-30 mins based upon the manufacturer. Okay, easy fix. Jets use was confusing, kinda explained how that works and I was explained they don’t have manuals (hard copies) and He emailed me an electronic version. The Manager explained to me that the receptionist should have know, because she worked in that department prior.
So, if you don’t have expectations for customer service, go for you. I bet somewhere in your past or in your future will understand. If not, that is fine too. I’m glad you didn’t sell me the spa. Cause I probably would have gone somewhere else and they would have made my money and not you. So we are in agreement that neither of us will ever need to work together. You’re probably one of those agents who give poor customer service. Now that we are seeing eye-to-eye. Have a great day and I wish you great success in whatever it is you do!!!
Thank you for the response and your candor response.
--- End quote ---
This isn't about bad customer service, it's about entitlement to immediate gratification that is all too prevalent these days. And a lack of patience, and appreciation of context.
And by the way I gave you the answer you were looking for here, before you lost your s**t:
https://www.whatsthebest-hottub.com/forum/index.php/topic,25116.0.html
Sam:
Good analogy above. When I had a problem with my washing machine, I didn't call LG. I called the place that I bought it from. If they were closed, I would have been slightly annoyed. When I had an issue with my car, I didn't call Volkswagen. I waited until my dealer was open and called them.
As a manufacturer, Artesian is not set up to deal directly with the public. That said, I wish they would do a better job of accommodating these types of situations and they should have just tried to help you. It's one of my few complaints about Artesian. Otherwise, they are a fantastic company that builds great hot tubs.
Best part about all of this is that there wasn't even a problem lol.
Spatech_tuo:
--- Quote from: Sam on July 01, 2020, 01:20:47 pm ---Good analogy above. When I had a problem with my washing machine, I didn't call LG. I called the place that I bought it from. If they were closed, I would have been slightly annoyed. When I had an issue with my car, I didn't call Volkswagen. I waited until my dealer was open and called them.
As a manufacturer, Artesian is not set up to deal directly with the public. That said, I wish they would do a better job of accommodating these types of situations and they should have just tried to help you. It's one of my few complaints about Artesian. Otherwise, they are a fantastic company that builds great hot tubs.
Best part about all of this is that there wasn't even a problem lol.
--- End quote ---
Manufacturers have hundreds of customer service reps, they're called dealers. If manufacturers were to sell only on-line and had no local presence THEN they would need to have the customer service in-house but we all know how well that model has worked for customers.
Dealers know the product having sold and delivered it and they're best set up to care for the local customer. The manufacturer should have manuals on line but otherwise their job is to make sure they have capable and caring dealers while supplying those dealers with the parts, training, info ... needed to service their customers.
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