Hot Tub Forum
Original => Hot Tub Forum => Topic started by: Mr._Bubbles on May 29, 2008, 08:51:58 pm
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Ok, for last 3 years or more I have been dealing with reoccurring cracks on my Tiger River Bengal. They are located above the water line to the left of the controls. The dealer has repaired them at least two times at my home and two times at their shop. Now the spa was shipped back to the manufacturer for another repair. All the crakes are in the same area. I have been without the spa for a total of 6 months or more for these repairs. I’m not a happy camper without my daily soak.
Apparently, the spa is ready to be sent back again. The dealer called and said they can send it back to me or I can pay $2,500 for a new spa. After all the hassle I have dealt with, I personally think the manufacturer should replace the spa at no charge. I think I’m getting screwed either way. What would you do? :'(
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How much did you pay for the original spa? My inclination is to fight them and settle on spliting the difference.
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Just say no to crack!! :P
I wonder, would the dealer buy it back from you for $2500?? Then take that and get a different spa??
I feel it should be replaced by the manufacturer, since it has been ongoing since 2.5 years of service. What kind of warranty did it include??
My fave, after failed attempts to get things resolved, is the BBB, but I don't know if in your case, it is a dealer vs manufacturer issue. At least there would then be something on record.
Good luck.
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It was in the 6K range. It has a 5 year warrenty on everthing (about a year left) and 7 years on the shell.
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A comment and a question.
Would the new $2500 spa have a new warranty or the end of the warranty on your current spa?
You can call Watkins customer service. Get their version of the offer.
Good luck.
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Are these cracks all the way through the shell, or simply crazing on the surface?
I'm sorry you have had this trouble.
8-)
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Yes, I believe it would have a full warranty. He also said it would not come with a cover, though.
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Are these cracks all the way through the shell, or simply crazing on the surface?
I'm sorry you have had this trouble.
8-)
Some are and some are not. There have been about 7 cracks all together and some of those have been repaired multiple times.
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So I am assuming that since Watkins wants you to pay for a replacement tub, the warranty is prorated. Is that right ? Why should the same problem occur over and over and the final resolution is for the customer to be without his tub for months and then have to pay thousands for something that should be covered under warranty?
I can see them trying to fix the shell once or twice but when it requires the tub to be repaired over and over, there is obviously a manufacturing defect that should be covered under the warranty.
Instead of shipping the defective tub back to the manufacturer, wouldn't it have made more economical sense to just replace it?
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Bubbles......off hand, I'd say the shell is defective. If the cracks are of no fault of yours, like the spas isn't on a level surface which might cause the shell to crack or some other kind of abuse, then you have a beef with the manufacturer. Read your warranty close a few times to understand what it says about this situation. I don't think that there would be a pro-rated amount on the warranty that covers cracks. If it is defective, then you should receive a new spa at no charge. Shell just don't crack but if it was installed improperly or a manufacturing fluke then it can crack. Read your warranty and use it to your benefit.
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I have no idea how they came up with the $2,500 figure, they did not say anything about prorating the warranty. You would think it would be costing them more for all the repairs and now shipping it back to the other side of the country. The tub has really taken a beating from all the moving. They have put a level on it and the techs seen the base it is on. It does look like the shell slopes up in the cracked area relative to the spa's wood. This is why I did not buy a tub from a big box store, go figure. Overall I really love the thing, but I wonder if I made the wrong decision.
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They should definately be replacing your spa. There is a 7 year warranty on the shell and with so many cracks you would think that they would figure out by now that they are not going to stop.
As far as the warranty on a replacement spa, most of the time the warranty continues the same as the old tub, it usually doesn't start over, but I'm not sure how Watkins does it.
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This is what warranty is for. At their discretion, they can repair or replace. They've tried repairing unsuccessfully...now it's time to replace!
I would document your history with this in a letter and send it to your dealer and head office. Squeaky wheel...
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Ok, took some of your advice and called the manufacture directly to complain. All I can say is, wow. They offered not one thing for all my trouble, except they will continue to repair and ship the spa to the other side of the county every time it needs repair. I quote, “under the warranty we are only obligated to repair the shell”. I don’t want to turn this into a rant thread, so I will not comment on my experience anymore.
Thanks everyone.
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I quote, “under the warranty we are only obligated to repair the shell”. I don’t want to turn this into a rant thread, so I will not comment on my experience anymore.
Thanks everyone.
Please do, this is exactly why I hang out on this site. They need to make this right.
Scott >:(
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WHAT???? That's nuts, there is a limit to how many times you can expect a customer to put up with the repair it thing....
Term, Chas, Dan...have any of you ever experienced this with Watkins?
Bubbles, I will just tell you from experience, talking on the phone is not always the most effective means of making a point. If they don't understand that you mean business, they will continue to do what they want to. If I were you...I would write a detailed letter complete with pictures and dates and send it electronically to every person you can at Watkins Customer Service.
I went rounds with a roofing company that had a stellar record for workmanship...They over roofed my shingles with nails that were too short for the job and chunks of shingles rolled off the roof periodically for 5 years...They repaired it several times until finally I insisted that the owner come for a visit..Believe me it is the way that you insist that makes the difference. Don't be rude, or nasty just make your point firmly and back it with facts and all the photos you can. When the business owner showed up at my house (supposedly something he NEVER does) he asked what I wanted...I said the same thing you would want if this was your house...I had a new roof in 2 days...
So hang in there...I'm sure the award winning Hot Springs guys on here will help out...they know the "Big Boys"!!!
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Our company has never experienced anything like what has been described. It sounds to me like it should be replaced, unless there are mitigating circumstances which have not been divulged. Something don't compute!
Term
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Some times it pays to advocate quietly. 'Nuff said.
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"They offered not one thing for all my trouble"
That doesn't sound like Watkins.
Maybe one of the Watkins dealers here can direct you
to an upper level decision maker that can resolve this.
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Some times it pays to advocate quietly. 'Nuff said.
How does advocating quietly solve any problems for the consumer?
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I'm just curious here.........
The spa came with a specific warranty that the manufacturer is completely willing to honor. Why, do you believe a customer is entitled to more than what the warranty offers?
Before you say;
"because it's a lemon", remember, there's nothing in the warranty guaranteeing a problem wont reoccur, or that if the manufacturer choses to repair (rather than replace) it wont fail and need repairing again. Or that if a particular item needs repairing more than X numbe rof time it will automatically be replaced.
"because of the time the customer has been without use of the spa", there's noting in the warranty guaranteeing the speed at which a warranty repair will be done, nor compensation for down time.
And, I'd rather not have any comparisons to the lemon laws in the automotive industry. These law are very specific to autos only, and are not relevant to any other industry (your individual state laws may vary).
Seriously, I'm not saying I disagree with any of you, I'm simply wondering why everyone thinks a consumer should get more than what they purchased.
OH, by the way, "repairs" may have an individual warranty, and that warranty may extend PAST this time of the original warranty. e.g, my car came with a 4 year warranty, I had continual windshield problems and got a new windshield EVERY year free under warranty. The last was 2 days before the warranty expired. I was specifically told the new windshield came with it's own 2 year warranty, and would extend past the original 4 year warranty. Might be worth checking if the spa repairs are covered the same.
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I’m not asking for anything more, just what I paid for, a spa that does not have a repeated crack problem. The Dealer has been trying to get the spa replaced the last few times it has cracked. They are all in the same 5in. area. They repair one, I new one pops up next to the repair.
I don’t’ know, I’m considering taking the dealer up on their offer. This has been going on for years, I just don’t want to deal with it any more. These things are supposed to be for relaxation, right? You’re right Term, something doesn’t compute, that’s for sure!
Thanks, everyone.
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You might want to see if the dealer can sweeten the offer. Has Watkins offered anything similar to what Dr. Spa mentioned about extending the warranty? I know they have done that for our customers on occasion.
Here is what I understand. The spa is at Watkins for repair the 1st time now. The repair facility is staffed by highly trained technicians and if they believe the shell is repairable, then it
will be repaired. Watkins would replace the spa IF their repair fails.......... which, based on history is very unlikely.
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Watkins has not offered anything. I asked the dealer about extending the warranty for at least the six months or so I have been without the spa. I was told no, but it was documented by the manufacture. When I asked Watkins about why I would have to pay a fee for a replacement, they said I would need to talk to the dealer about that. The dealer said the most he could do is add a free cover or upgrade me to a Bengal with the new water feature, but no cover for the $2500.
The dealer has already reinforced the bar top from the front and back, I really don’t see what else could be done at the manufacture. As I said, the old repairs have held and the new cracks appear next to them. The dealer has been trying to get it replaced with no avail.
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Bubbles......Phone calls to the manufacturer will get you nowhere. Put it in writing, reduce your experiences into a narrative and mail it to the dealer and CEO of the company. Be sure to send both letters Return Receipt Requested. For good measure send another to Better Business. And another to your local newspaper or TV reporter in charge of consumer affairs. Additionally, post a copy here on this blog. Properly noting on your letters, all those you have C.C.'d and you will get results, I promise. Nothing stirs people to action than the written word.
Let me add on final thing, may be a brand new spa for $2500.00 isn't that bad a deal. Providing of course that the warranty is standard in duration. You might get a little better deal after you letter up everyone. Something to consider....remove your emotions and be ready to see this as not a bad deal.
Warmly.......Tom