Hot Tub Forum
Original => Hot Tub Forum => Topic started by: drewstar on June 29, 2005, 01:28:36 pm
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Does anyone know the owners name of New England Spa and Sunroom in MA?
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This help? :)
http://www.cne.bbb.org/commonreport.html?bid=205691
(Dang, I love the Internet.... )
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Thanks leesweet. IT does help.
I'm getting a sinking feeling with my dealer. Arrrgh. I was under the impression that although I was paying a bit more with this dealer, I'd be getting superior cusomer service. arrrrgh.
:-[
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Can you elucidate? :) Having the not-to-rare problem of no-service-after-the-sale? Seems to not match the BBB status, but I've heard those don't mean too much for businesses that are good members (and paid up.. :) ).
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Can you elucidate? :) Having the not-to-rare problem of no-service-after-the-sale? Seems to not match the BBB status, but I've heard those don't mean too much for businesses that are good members (and paid up.. :) ).
The first two incidents were minor, simple tech questions that should have been answered quickly. The most recent being a heater re-set issue as noted on this board, that although not a majopr problem, leaves me wondering if they know what they are doing.
The one that has my wife through the roof is a rude rep. We had scheduled our Ozinator install and orientation for this evening. this was set up over 3 weeks ago. I just get a call from the service rep that she can't make it beacuse she's doing inventory. I told her that wasn't good for me, as both my wife and I had the expectation that we'd have this all wrapped up tonight and we have changed our schedules to accomodate them. The rep told my wife. "Sorry, nothing I can do. I gotta do my invetory tonight."
I'm pissed. Both my wife and I work over an hour away from our house and changed meetings with clients to be there tonight.
The dealer insisted I pay completely for the spa before delivery and now I don't have everything I paid for and the dealer is less than concerend.
I think I may have a shell problem and wanted the dealer to look at it tonight (rough blemish on the foot well). I wanted to go over the cover lifter install with them, I wanted to go over thier chemical system in detail, and of course I wanted the ozinator that they insisted I buy be installed, and I wanted to be there for it.
am I expecting too much? ???
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Doesn't sound like you are over-expecting to me... do you have a service manager you can talk to there? If that doesn't do it, I dunno. You might talk to the CEO, as you asked for at the start.
I'll think I'll ask for some client references from my dealer on my next purchase... getting so the number one thing you are purchasing is service, since if you pick an upper-tier company, the hardware isn't the issue.
Good luck!
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Well a quick memo to the owner asking why I was bumped resulted in a another rep calling me imediently saying he'll be there at my house tonight as promised.
:)
My wife is happy.
which means I am happy.
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Good good good.
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There are two owners, I believe. All the head guys are at the Natick shop/office as is their service department. Each store has a manager. Have you contacted him/her. I agree, your orientation should take precedence over their inventory.
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You guys type faster than I do!
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Sounds like someone doesn't have their internal priorities straight... could be the tech or the manager. Perhaps now all's correct! :)
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Drewstar, I realize there are two sides to every coin, but your dealer seems to be responding to your needs. Superior customer service is what we all aim to deliver but sometimes it is very dificult to to satisfy all the people all the time because some people expect a solution to a problem before we even find out about it. It appears the poor employee who is caught in the crossfire trying to do everything didn't please you but the boss did. I think that's great.
It appears you are experiencing lack of attention to your needs. I sure am glad they are on it for you. maybe it would help to review the owners manual before they get there so you can make the best of your time and don't need to take any more time off to understand what's going on with the new tub, kind of proactive. It may even raise some new things to find out about. I know it can be a little overwhelming with so much happening getting the spa up and going.
I happen to know some of the people there and know they are extremely customer oriented and very much concerned about keeping every customer happy, even unhappy ones. Maybe things will take a turn for the better for you now. ;)
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Yup J_McD. I did read the manual and had a boat load of questions.
Follow up: Yup. After a quick memo to the owners my original salesperson (who was out of the office) called me and appoligzied. They had bumped me to another rep who worked in a store 60 miles away (These guys own 4 shops in MA). She was very rude and didn't care that my wife and I both had rearranged our schedules to do this. She told me "What do you want? I can't be at two places at once. It's not my fault"
The original sales perspon and the rep they sent out last night were very good and exceeded the high expectations of customer service that *they* had set with me. So it's all good now. It bothers me that I had to escalate it.
The rep installed the freshwater III ozinator and then spent 1.5 hours with my wife and I going over every thing.
He was knowledgeable, freindly and enthusiatstic.
After all our questions were answered, the rep wanted to sell us chemicals and accesories to the tub.
My wife looked at him and said "Are you on commision?"
"Yes" the rep responded.
"So, the sales rep that blew us off tonihgt would have gotten the comission for any sales tonight if she had come out. but this is yours now?"
"Yes" he repliied again.
"Good. Give me a years supply of everything, the silver ion system, and a spa vac".
He was happy. I'm happy. And my wife is doing the happy rubber duck dance. He gave her not 1, not 2 but three (yup, count 'em Backpains: 3 ducks :^)
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Customer service pays off, especially when you have the right customers! ;D
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Drewstar, you mentioned you wanted to go over cover lift install with them. Did they not install the cover lift for you? I would think this would be done as part of the intital set up. Just wondering.
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Drewstar, you mentioned you wanted to go over cover lift install with them. Did they not install the cover lift for you? I would think this would be done as part of the intital set up. Just wondering.
No the cover lifter was not installted by the dealer. Yea, I was a bit surprised that it wasn't installed, but they were upfront about it and it's not a problem. I looked at the install directions the other day and it doesn't look difficult at all, but I wanted to double check and talk with the rep before I started drilling holes in my new tub.
Hopefully I'll get the cover lifter on quickly. I don't like manually taking the cover off.
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I was wondering about that, also, but didn't get back to it to comment... I'd have no problem doing it myself, mechanically, either, but could also be a little leery about where exactly to drill holes. They've done it a thousand times, and would be responsible if it went wrong or affected anything else, why wasn't it part of the deal?
Strange, I think.
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I was wondering about that, also, but didn't get back to it to comment... I'd have no problem doing it myself, mechanically, either, but could also be a little leery about where exactly to drill holes. They've done it a thousand times, and would be responsible if it went wrong or affected anything else, why wasn't it part of the deal?
Strange, I think.
Christ, now you got me worried. :)
Probably to limit thier liability. They outsourced thier delivery too.
Hmmm. Better double check and make sure i don't use too long of a drill bit. :o
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Yes, that would be my concern as well. If you hit a wire or worse case scenario drill into a plumbing line, who is going to fix it? My lifter was installed by the HS people who delivered my spa. I just thought it was all part of the deal when you buy a lifter along with your initial purchase. I could see maybe having to do it yourself if you decided to add it down the road but if it is part of your inital delivery I would expect them to install it. How do some of you dealers on here handle it? Do you install the lifter if it is purchased with the origianl purchase?
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Yes, that would be my concern as well. If you hit a wire or worse case scenario drill into a plumbing line, who is going to fix it? My lifter was installed by the HS people who delivered my spa. I just thought it was all part of the deal when you buy a lifter along with your initial purchase. I could see maybe having to do it yourself if you decided to add it down the road but if it is part of your inital delivery I would expect them to install it. How do some of you dealers on here handle it? Do you install the lifter if it is purchased with the origianl purchase?
I doubt the plumbing is that close to the cabinet wall. Right CHAS?!?!?!
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I doubt it too. You should be fine but you may want to confirm(like you suggested) what size drill bit to use and to what depth you should drill the holes.
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As a dealer, when we deliver a spa the install team installs the lifter, ozone and steps to your tub after they set it where you want it. We would rather do it instead of taking a chance that a customer hits something when he is drilling. After you get it hooked up with electrical one of the guys goes back and explains the whole tub, valves and chemicals to you. Generaly he spends about 1.5 to 2 hours with customers so you feel good with what you have. Tech questions can be answered either by our tech or the lady in the office. They both know tubs in and out...
Does that answer you question Perk1 ? ;D
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Probably to limit thier liability. They outsourced thier delivery too.
My delivery was outsourced as well, and it was the last one, they fired the delivery company and hired their own people after that. I have no idea what Stan and Laurel do for a living now.
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I doubt it too. You should be fine but you may want to confirm(like you suggested) what size drill bit to use and to what depth you should drill the holes.
Excuse me, are you suggesting my drill bit is too small? Have you been talking to my wife again? :o
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Leisure, that is exactly the service I received and sort of why I was shocked that Drewstar has to install his own lifter.
Drewstar, its not the size of the bit but the motion ...oh never mind ...LOL
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[I was gonna offer some witty drill bit comment, but I think that's been covered... :) ]
As for this whole lifter situation, I can't believe that these people gave you the lifter and said 'here, install it'. Sundance's warranty (for one) says pretty plainly that any repairs/alterations (and a lifter install could be construed as such) by non-SD-authorized folks (such as the owner.. :) ) make you responsible for the results thereof (See the last line, in particular.)
Here's part of the current 880 warrranty Exclusions section:
This Limited Warranty is void if Sundance Spas, Inc. or its designated representative determines that the Sundance spa has been subjected to alteration, neglect, misuse or abuse; if any repairs have been attempted by anyone other than Sundance Spas, Inc. or its designated representative; or if failure is cause by accident, acts of God or other causes beyond the control of Sundance Spas, Inc. Neglect, misuse and abuse include any installation, operation or maintenance of the spa other than in accordance with the instructions contained in the owner’s manual provided with the spa, including (but not limited to) the failure to maintain proper water chemistry and chemical balance and the use of abrasive or improper cleaners. This Limited Warranty does not provide coverage for the insulating cover, any item attached to, or installed on, the spa after the date of manufacture, or for gaining access to any component for repair or replacement. The spa owner accepts liability for repair work performed by anyone other than a designated Sundance Spas, Inc. representative.
Besides all of which, if I pay $x,xxx for a spa, I expect it in my yard in perfect condition, with all accessories in place, where I wanted it, complete with any training that I needed (chems, features, etc.).
I sure hope this is not normal industry practice, and it doesn't seem so from what I see here on this board!
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Leisure, that is exactly the service I received and sort of why I was shocked that Drewstar has to install his own lifter.
Drewstar, its not the size of the bit but the motion ...oh never mind ...LOL
I was lead to belive this was common practice. Grrrrr.
You know, too late for me, but perhaps we could compile list of what a consumer can expect from a dealer could be made to help new shoppers? Things like the lifter installed, spa orientation, etc?
Oh, it's not the motion of the bit, but my problem is my driling is too quick,....yea. never mind...back to spas. ;)
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My lifter had to be installed before the spa was put into place anyway since one of the sides of my spa with the lifter is about a foot from my house. If the spa was slid into place and filled with water there would be no way to install the lifter unless you flew in very tiny instruments(Seinfeld reference...LOL!!!)
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[I was gonna offer some witty drill bit comment, but I think that's been covered... :) ]
As for this whole lifter situation, I can't believe that these people gave you the lifter and said 'here, install it'. Sundance's warranty (for one) says pretty plainly that any repairs/alterations (and a lifter install could be construed as such) by non-SD-authorized folks (such as the owner.. :) ) make you responsible for the results thereof (See the last line, in particular.)
Here's part of the current 880 warrranty Exclusions section:
This Limited Warranty is void if Sundance Spas, Inc. or its designated representative determines that the Sundance spa has been subjected to alteration, neglect, misuse or abuse; if any repairs have been attempted by anyone other than Sundance Spas, Inc. or its designated representative; or if failure is cause by accident, acts of God or other causes beyond the control of Sundance Spas, Inc. Neglect, misuse and abuse include any installation, operation or maintenance of the spa other than in accordance with the instructions contained in the owner’s manual provided with the spa, including (but not limited to) the failure to maintain proper water chemistry and chemical balance and the use of abrasive or improper cleaners. This Limited Warranty does not provide coverage for the insulating cover, any item attached to, or installed on, the spa after the date of manufacture, or for gaining access to any component for repair or replacement. The spa owner accepts liability for repair work performed by anyone other than a designated Sundance Spas, Inc. representative.
Besides all of which, if I pay $x,xxx for a spa, I expect it in my yard in perfect condition, with all accessories in place, where I wanted it, complete with any training that I needed (chems, features, etc.).
I sure hope this is not normal industry practice, and it doesn't seem so from what I see here on this board!
You know that warm fuzzy feeling I had this morning when I posted how they came back and did what they originally promised?
Yea, after reading this, its gone. :P
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Well, if we want a 'best standard practice' (or what we wish it were, I would think what I listed would be a start.
In summary:
1. Everything I ordered in place at the time of delivery unless there's a good excuse. I would hope the dealer wouldn't insist on full payment without delivering the goods!
2. 'In place' means, of course dealer installed items like ozonators, lifters, whatever else, are installed, working, and in perfect order. (No missing filter covers and other stupid things like that. Have spares on hand or think ahead and order it so it's ready!)
3. And then the training, as needed.
Anything else to add to that list? I don't expect a dealer or crew to sit there while it fills and heats, but they should be available for questions, which should be few and far between if 1 and 2 and 3 have been done correctly! :)
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You know that warm fuzzy feeling I had this morning when I posted how they came back and did what they originally promised?
Yea, after reading this, its gone. :P
Sorry 'bout that... what does *your* warranty say on this subject? Of course, if you didn't have any problems installing the lifter, it would be hard for the manufacturer to prove you *did* do it, if you kept your mouth shut. :)
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I installed my own cover lifter before I added water. Not difficult at all. When the sales rep came out for my orientation, he was surprised it was done and mentioned he would have done it. I do not believe installing your own cover lifter voids your warranty.
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Well, sure, of course, it *shouldn't*. It's just drilling 4 or 6 or whatever little screws into the outside. But any moron (present company excluded) can screw up anything with the wrong drill bit and tools and some companies will take any excuse to point the finger and get out of the warranty.
I still stand on if you installed it correctly and didn't hit any pipes/wires, I'll bet that no one could ever tell it was you and not the dealer that did it. Heck, your job may be better than the dealer's since you care more about what you are doing! :)
But the discussion was that the dealer was an idiot to tell him to do it himself, since the warranty (at least my sample) said that any work at all not done by authorized factory reps left the owner liable for any damage arising therefrom.
And, putting on your own lifter is like buying your car, and having the dealer tell you to install your own 'dealer installed outside mirror'. (I'm sure some of you remember the days when about half the car's accessories were done by the dealer, up to and including the A/C! :) )
Why would anyone who expects an ongoing relationship with you (accesories, chems, etc.) do that?! I thought we'd heard good things about that particular dealer, too.
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They also had me spray on my own under carriage coating and apply the rust proofing myself.
You guys didn't get the rustproofing with your tub? suckers.
;)
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Heh, I *knew* there was something else I wanted that we all used to get with our cars that was totally money down the drain...
I'm almost surprised there *isn't* an undercoating for spas that's supposed to keep the heat in, animals out, etc. :) Oh, wait... let me make a website! ;D ;D
(Of course, there is the perennial argument on plastic vs wood vs meta frames for spas... those *could* use the undercoating!)
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Heh, I *knew* there was something else I wanted that we all used to get with our cars that was totally money down the drain...
I'm almost surprised there *isn't* an undercoating for spas that's supposed to keep the heat in, animals out, etc. :) Oh, wait... let me make a website! ;D ;D
(Of course, there is the perennial argument on plastic vs wood vs meta frames for spas... those *could* use the undercoating!)
And since I have no training in mechanical, fluid, thermal or electrical engineering I know just the guy who would hire us and provide a safe haven for our crazy ideas ;)
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And since I have no training in mechanical, fluid, thermal or electrical engineering I know just the guy who would hire us and provide a safe haven for our crazy ideas ;)
He's only interested in HIS crazy ideas. Everyone else's crazy ideas are just plain crazy.
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No, no, that's *another* website.... :D
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And to follow up even further, the owner just called me to ensure everything is fine and even offered to help with the cover lifter.
:D
I didn't expect that. Very nice touch. ;D
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Very good! You could have/might ask if having new owners do their own work is a normal practice (and would they take responsibility for it getting screwed up). :) If you are in a fiesty mood.....
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As a professional in the spa industry for over 20 years, I understand the importance of satisfied customers. It is always my intention to deliver a satisfying experience, and so respond appropriately to constructive feedback. Any such direct inquiry is welcome.
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Being from Mass, does everyone yell "Norm!" when you walk in the room? Welcome.
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Welcome, Norm! Always nice to have additional spa professionals around!!!
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Great to see Norm here! So, Norm, do you want to answer the question on the floor? :) Is it normal for the owner to be told to install the lifter himself? I'd accept the answer that an install team was out of line and has 'been retrained'.
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We choose to offer an ala carte menu of items - such as lifter options (and installation) water treatment systems, and step options. Some companies will build into the price different packages and services, we do not. A customer may also change their mind at some point, and we are happy to accomodate. Thanks for the welcome - I hope to be able to contribute from time to time.
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Regular readers here have followed my new spa purchase which at times can be a bit overwhelming.
I purchased my Spa from Norm and his team and would like readers here to know that I am very satisfiedwith his product line, his team, and Norms personal attention to satisfying the customer.
Welcome Norm and thanks.
:)
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Glad to hear drewstar's finally totally happy and also that Norm give the buyer many options in who does what; the original scenario was a bit puzzling!
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Welcome, Norm. Another NE Spa customer here...Norwell store.
Matter of fact, they just informed me of a $100 credit from a reference that just purchased a new spa.