Hot Tub Forum
Original => Hot Tub Forum => Topic started by: Vinny on July 08, 2007, 01:57:51 pm
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Well, they never showed on Thurs (it was raining) and Fri so I called Sat and I got the BS line of 'everyone is on vacation and I've been too busy to call'. As I said a BS answer. I was promised that it'll be taken care of this coming week. I reminded them that I already have been waiting 2 weeks.
Any store owners and service techs reading this, REMEMBER that customer service is the key to any business. All they would have had to do is call me on Thur and tell me due to the rain I would have to wait until next week and I probably would have been OK. ALWAYS call a customer before they call you. As far as being busy ... I'm sure it would be easier to make 10 service calls by phone then by showing up in person. AND if it's your own business, which in this case it is, then take time out of your personal life to make the calls if need be, one of the minus sides of owning your own business.
Now my dealer has a upset customer that will gladly tell people to stay away since they don't take care of their customers.
I'll update when it all gets resolved.
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If it was me I would make up a picketing sign that says
"DO NOT BUY A SPA FROM THIS DEALER"
and stand in front of the store. Tell them you're not leaving until they fix your problem.
How much you wana bet they'll take care of your problem?
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I bought a Hot Springs Vanguard last year and a pool this year from the same dealer. I spent over 12K with this dealer and not one time since I purchased these items did the dealer ever call me to see if I was happy or if I had any questions. By the same token, I bought a used Toyota truck 2 years ago and every six month the dealer sends me a letter thanking me for my business and just checking to see if I have any concerns. He has even sent me birthday wishes for the past two years. The difference -- when I purchase my next vehicle I will be inclined to purchase it from the Toyota dealer. When I need pool and spa chemicals I don't buy them from Hotsprings dealer. As a side note, I am very happy with the hot tub -- not so happy with the dealer.
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I bought a Hot Springs Vanguard last year and a pool this year from the same dealer. I spent over 12K with this dealer and not one time since I purchased these items did the dealer ever call me to see if I was happy or if I had any questions. By the same token, I bought a used Toyota truck 2 years ago and every six month the dealer sends me a letter thanking me for my business and just checking to see if I have any concerns. He has even sent me birthday wishes for the past two years. The difference -- when I purchase my next vehicle I will be inclined to purchase it from the Toyota dealer. When I need pool and spa chemicals I don't buy them from Hotsprings dealer. As a side note, I am very happy with the hot tub -- not so happy with the dealer.
When you do buy from someone else, send the dealer a letter telling them why you dont go there anymore.
104
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I am confused what does it matter that its raining.they dont do service in the rain.
You could just unscrew the air valve and look inside probably something real easy to fix.
Take the handle off unscrew the cap and look inside,you will see a small white ball check for any debris inside or just see if the valve itself is out of wack takes less than 2 minutes.
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Well if your saying that spa service techs do work in the rain, then that makes it even worse! I was assuming that the rain would push back service by a day.
As far as the air valve - I asked a bunch of questions to the dealer when I bought the tub and they told me that I could NOT unscrew the air valve that it was glued ito place. They specifically told me that the water diverter can be taken apart but the air can't.
I would gladly fix it if I can ... are you sure Artesian uses air valves that can be disassembled? Heck I'll do it, I just didn't want to break anything that will not be covered under warranty. Maybe this will be the start of a new career for me. 8-)
Please let me know - I'll try it if it is possible.
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If I was in your shoes Vinny here is what I would do at this point.
Call up Artesian Tech support and ask them. They will tell you what the problem is and how to fix it. Also ask them how to file a complaint about a specific dealer and mention how horrible they are and that you're glad that the tech support people are so good at Artesian and thank them for all their help.
I then wouldn't fix the problem just yet, but rather make a picket sign like I mentioned above and stand in front of their store until they agree to fix your problem.
Once they agree to fix your problem(get a date and time), tell them how to fix it (because now you know), and be a real jerk about how they've taken so long to get back to him on such a simple problem, and that you've filed a complaint to Artesian and that they will be hearing from them.
Just keep in mind during the whole process of how many thousands dollars you spent on this thing.
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If its an air valve yes you can take it apart,or is it you direct flow control which you can also take apart as well.
And yes spa techs do/should work in the rain/snow/sleet/ kinda like a postman without the holidays.
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Vinny, If this problem was costing you money, prevented you from using your tub or was getting worse and causing damage, you might need to get LOUD. But I think you probably have been patient with these people in the past, and so they don't expect that you will be too upset over this.
Sometimes in an effort to get your point across, you end up getting so upset that it is harmful to your own health. :-/ You'll need a long soak to get that Italian blood pressure down.
How about this...One more call, demand to speak to the owner. Tell him you have been patient and you know people have vacations and it rains :o and they are busy, but you need your tub repaired immediately. Tell him you are in the process of writing a letter to corporate headquarters, and will copy them, as you want everything to be perfectly clear before you take this complaint any futher.
Then write the letter, detail the run around that you have encountered. I might even let them know that you have expressed your dissatisfaction on a public forum.
I wouldn't chance taking anything apart. I know when my air controls went bad, I asked if I could just come get them and switch them out and my dealer said no way. I think there is a trick to getting them back in line correctly. All you need it to take something apart and have them claim that you voided your warranty...
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Most likely the reason for the delay is the spa is running, sounds like all you have is an air issue. This does not make it right but I bet that is their thought process.
Also rain does not slow me down.
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Okay dont take it apart what do I know,I only worked on them for 3 years.
Like others have stated it is just an air valve that can wait but how will they react when its something major in the middle of Winter?
BRRRRR its cold out and we cant work on spas when its cold out :'(
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Like others have stated it is just an air valve that can wait but how will they react when its something major in the middle of Winter?
BRRRRR its cold out and we cant work on spas when its cold out :'(
;D ;D ;D ;D ;D
104
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Okay dont take it apart what do I know,I only worked on them for 3 years.
Like others have stated it is just an air valve that can wait but how will they react when its something major in the middle of Winter?
BRRRRR its cold out and we cant work on spas when its cold out :'(
Hey Jim, you got to chill out!
I am willing to look at the valve, and my dealer called and said they will be here tomorrow - they don't show, I'll look at it. I work on all sorts of things but the last thing I want to do is bust something because I thought 'this is the way it should open'.
I was repeating what I was told with the valve and I was assuming they didn't show because of the rain, I wasn't told that by them. I also thought about how my spa was running and it wasn't a big deal.
Personally, I am a tech too and I don't want to beat up a tech as I may need them in the middle of winter and I know I treat my good customers better than my complaining ones. There are just some people you can't please regardless of what you do ... I don't want to be viewed as a "don't take care of" customer! ;)
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I would not take it apart. If you damage it in the process it could appear to be "customer abuse" and therefore not covered by warranty.
Why risk it, when you can simply make a picket sign, drive 45 minutes and waste your day standing in the sun in front of the store? :)
Then when you need the dealer in the winter when your spa is not heating, he will look forward to you standing in the snow with your picket sign. That way he will not be lonely in the dead of winter. :D
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Sorry to much caffine today I guess, either way will you be there,watch him and see what the fix is.
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re: " bought a used Toyota truck 2 years ago and every six month the dealer sends me a letter thanking me for my business and just checking to see if I have any concerns"
Nobody is perfect....but quite simply.............[size=18]Toyota rules![/size]
(http://www.metrolexustoyota.com/images/splash_toyota_logo.gif) (http://www.metrolexustoyota.com/images/splash_lexus_logo.gif)
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When I need pool and spa chemicals I don't buy them from Hotsprings dealer. As a side note, I am very happy with the hot tub -- not so happy with the dealer.
I'm just curious to know if the reason you don't buy chemicals from the dealer is because he doesn't check on you every once in a while or did something else happen?
I love my customers to death (most of them) and I have a great relationship with them (most of them), but I don't think I've ever made it a habit to call and periodically check on them. It would bug the crap out of me if a salesperson kept calling me.
I looked at Select Comfort Beds one time while my wife was shopping at the mall. The salesperson asked for my contact information (I do the same thing at my store) so I gave it to him. BUT, I asked that he not call me or put me on a mailing list. When I got ready to buy a bed, I'd come and see him. I swear he called me the next day to tell me about a sale, then he started calling every 2 weeks. Then I started receiving something in the mail every other week. It pissed me off so much that now I'll buy a bed from just about anyone EXCEPT him.
I can certainly understand wanting a little show of appreciation from your dealer, especially after spending so much money. As a company, we try to show our appreciation to our customers by providing excellent service and having a customer appreciation night from time to time. Maybe I'm missing the boat by not contacting my customer's more often....what say the rest of ye?
Terminator
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Term,
What you do for your customers goes above and beyond IMO. I truely believe you have a first class outfit.
Hey if I ever decide to buy a Hot Springs, I'm flying down to Texas, buying one and hoping I get invited to one of your bashes. Of course when it breaks down I'll expect the same level of service as I got so far ... NONE! ;D Hopefully better service!! ;) ;D
Personally, I don't buy chems from my dealer only because they are expensive. When I bought my tub I had all the intentions to buy from her but at $23 a bottle of 2 lbs enhanced shock - I can't see it as I can buy from Doc 5 lbs of dichlor for $30. I think if it was under $20 a bottle I would consider it. Funny thing is filters and such are in line with "normal" prices and other than this recent problem they seem to be giving honest answers based on their knowledge base - I recently asked about disposable filters and she said don't waste my money for use during the good weather since they only last 4 months and they cost as much as reusables.
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Don't forget to contact Artesian and file a complaint against the dealership.
Boy I can't wait until the Big Box stores start to carry quality Hot tubs!!!
These spa dealerships are bottom of the barrel
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" These spa dealerships are bottom of the barrel "
I beg to differ about this. We purchased our Hot Springs spa last Sept. Just had our first service call taken care of rather quickly. They had to replace the Auxiliary Control Panel, no questions asked, they just did it. I called last Thursday, and they called this morning that they would be here within one hour, and they were. That's what I call service. When I call with a question they are knowledgeable and polite.
While they were here I told them that when the jets are running I hear a popping noise, they knew right away what was causing that. I had the diverter jet turned wrong. So now we are set to soak again, if the weather cools down a bit. Temp of 98 today, too hot for soaking!
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I'm just curious to know if the reason you don't buy chemicals from the dealer is because he doesn't check on you every once in a while or did something else happen?
Term, it has nothing do with even checking on me. They never one time contacted me after the sale to see if I was happy or if I had any questions whatsoever. I don't expect a periodic check up but an appreciative thank you isn’t asking for to much.
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I'm just curious to know if the reason you don't buy chemicals from the dealer is because he doesn't check on you every once in a while or did something else happen?
Term, it has nothing do with even checking on me. They never one time contacted me after the sale to see if I was happy or if I had any questions whatsoever. I don't expect a periodic check up but an appreciative thank you isn’t asking for to much.
I am with Term on this one, I hate the junk mail and the calls. If I need something I will call you.
I had a Chevy dealer do calls and the birthday thing and I called them and told them if I get one more call or card they will not get my business again.
I can see one follow up call to see if all was good but then it should stop.
But we are all different people and some like the be coddled and have their egos stroked. So no matter what you do you are bound to piss someone off.
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I had a good releationship with my tiger river sales rep. We comunicated via e-mail quite a bit and it was always pleasent. I ordered my chems through them and my browser at work will not allow thier websites ordering application to load,so I would just send them an e-mail with my CC# and what I wanted, along with note. In fact, I believe I will be using them to order my chemicals for my new Tub. They made it very easy for me and delivered the chems to my door the next day.
My current Caldera Dealer has very pleasent people on the phone, but his web site isn't set up for ordering, and they are still working out thier email bugs, so I don't comunicate with them as much, nor in the same manner as the Tiger River folks.
For me, I like dealers checking in with me via email. In fact I was just talking with the local regional guy who is helping me out with a glitch. However, I hate getting "mass mailings" and Junk email.
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I am with Term on this one, I hate the junk mail and the calls. If I need something I will call you.
I had a Chevy dealer do calls and the birthday thing and I called them and told them if I get one more call or card they will not get my business again.
I can see one follow up call to see if all was good but then it should stop.
But we are all different people and some like the be coddled and have their egos stroked. So no matter what you do you are bound to piss someone off.
I never said I was pissed off. My comments have nothing to do with a desire to be coddled or to have my ego stroked. I merely stated the dealer never contacted me after the sale if even just to ask if I had any questions relating to my purchase. But hey, to each their own.
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Hey Drew,
My advice, DO NOT put your credit card # in an email.
This is not secure, and bad practice.
Sledjunkie
-Network Engineer
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Drew, I have started a new credit card security work -from- home business...Just email me those credit card numbers...dont forget the expiration date and that secret 3 digit number on the back of the card. I will take care of all your on line purchases. You can trust me ;) ;D
Seriously, my dealer sent me one mailing to be sure I was happy and a nice box of candy after my purchase. They have always responded immediately to any concern that I have had. For that reason, I still drive 28 miles to buy most of my chemicals from them.
I think for the most part sales people, that look for repeat sales, make a greater effort to keep in contact. I know there are many owners on here who have had more than one spa, but I wonder how many bought a second spa from the same company. I think Terminator's dealership is unusual in that they "celebrate" their clients. I am sure they get tons of referals based on "after the sale appeal"... His fabulous parties ..I could imagine inviting friends who might be remotely interested in a tub to one of Term's events...and having them buy on the spot. Who wouldn't want to be part of that exclusive club? ;)
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I never said I was pissed off. My comments have nothing to do with a desire to be coddled or to have my ego stroked. I merely stated the dealer never contacted me after the sale if even just to ask if I had any questions relating to my purchase. But hey, to each their own.
My comments were a general statement not directed at anyone, but nevertheless you were upset enough that you chose to take your busniess elsewhere.
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That's good info on the CC guys. To be honest, I can't rember if I sent the CC#. I may have folllowed up with a phone call or they have it on file.
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I think Terminator's dealership is unusual in that they "celebrate" their clients. I am sure they get tons of referals based on "after the sale appeal"... His fabulous parties ..I could imagine inviting friends who might be remotely interested in a tub to one of Term's events...and having them buy on the spot. Who wouldn't want to be part of that exclusive club? ;)
Thank you for the warm sentiments Boni...I do appreciate it.
A couple just stopped by that bought a spa from me 4 years ago and brought me an ice cream cone (Drumstick). We sat down and looked at pictures from our last party, lamented the cancellation of the balloon race, we visited a while and they told me that their neighbors are ready to by a spa from us, so I gave them a brochure.
I consider my customers to be my friends. It would seem really weird any other way.
Terminator
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Thank you for the warm sentiments Boni...I do appreciate it.
A couple just stopped by that bought a spa from me 4 years ago and brought me an ice cream cone (Drumstick). We sat down and looked at pictures from our last party, lamented the cancellation of the balloon race, we visited a while and they told me that their neighbors are ready to by a spa from us, so I gave them a brochure.
I consider my customers to be my friends. It would seem really weird any other way.
Terminator
This is how i do buisness with my customers"it works". Your the sweetest term :) ;)
104 Degrees
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I can certainly understand wanting a little show of appreciation from your dealer, especially after spending so much money. As a company, we try to show our appreciation to our customers by providing excellent service and having a customer appreciation night from time to time. Maybe I'm missing the boat by not contacting my customer's more often....what say the rest of ye?
Terminator
There is no perfect answer because all customers are different. However most people like to see some love. Love can be in the form of your customer appreciation parties - I wish my dealer did that! IMO love is not a card in the mail or an unsolicited email, unless that card or email is offering something SPECIAL (50% off chemicals sale, drawing for free Red Sox season tickets, free wet test with Jessica Alba, etc.)
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I have to agree about making a customer feel special!
The update is - they came today and fixed the tub. So alls good in my tub world again.
I wouldn't picket the store as I need to work and I would look stupid going to the store and picketing a closed store! ;D As was said - I may need them in the middle of the winter and I don't want to piss any tech off so that they come eventually. Even I have screwed up at times.
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I have to agree about making a customer feel special!
The update is - they came today and fixed the tub. So alls good in my tub world again.
I wouldn't picket the store as I need to work and I would look stupid going to the store and picketing a closed store! ;D As was said - I may need them in the middle of the winter and I don't want to piss any tech off so that they come eventually. Even I have screwed up at times.
:) :) :) :)
104 ;)