Hot Tub Forum
Original => Hot Tub Forum => Topic started by: JB1SNOWMAN on October 24, 2011, 07:09:30 pm
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October 22, 2011
Picked up my brand new 2011 Salina yesterday and set it up per the set-up instructions. Everything seemed to work just fine so I left it to come up to temperature overnight. Checked on it this morning and temp was at 102, which is where I set it so I decided to go for a soak. Took about a 30 min soak to try everything out and the one thing I did notice that this tub is not anywhere near as powerful as my HotSpring Jetsetter but besides that disappointment everything else seem to work ok. Went to check on the tub this afternoon as I was planning to have some guests over for the evening and much to my dismay......THE TUB IS DEAD! The only thing running is the circ pump but that is it......power light is blinking, and I have the 4 bars across the screen. Tried the reset procedure 4 times and still nothing. Thousands on dollars for a “made in Mexico” hot tub that I was highly excited about getting for this weekend and all I have to show for it is a 420 gal tub full of rapidly cooling water.....and some very disappointed "would be" guests. For a first time Caldera owner, I can't even begin to explain how disappointed I am!
Also, when I arrived at the dealer yesterday (Alpin Haus of Amsterdam NY)There was a couple of discrepancies about the deal. Originally I was told I would save $300 (and I have the e-mail correspondence to prove it) if I picked the hot tub up myself. Unfortunately, on the paperwork that was written up the credit was only $225 and I didn't catch it until about a week ago. I brought it to the manager’s attention and was basically told that I was out of luck. Not wanting to make a big deal over $75, I was billed out and went to load the tub. The guys that helped me load the tub were fantastic in their service and care but when they gave me the cover lifter I informed them that I had paid for and was billed out for on the paperwork a Prolift 3. What they gave me was a Prolift 2 and was told there is no such thing as a Prolift 3 for a Salina. I also purchased a Monarch ozone generator for the Salina and when I installed it per the (very poorly written) instructions) I discovered that either I was given the wrong unit or that the control panel does not accept this unit. The unit has a 4 prong round pin style plug and the place on the control panel where the unit is to be plugged in will only accept a flat blade style plug.
So to sum it up.....Thousands of dollars spent......some questionable dealings......and a now inoperable brand new hot tub.......CALDERA/WATKINS…..NOT A GOOD WAY TO IMPRESS A NEW CUSTOMER!
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This is where your dealer needs to take care of business. The issue is probably minor but the timing is not. Not everything goes perfectly on start up but a good dealer will get things straight. Hopefully they will step up.
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I know what I would do. Cancel the check and tell them to come get their Spa. You are protected from this kind of crap legally. If you let this slide, then you have only yourself to blame.
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Just a quick update.......it's now wenesday and I'm sad to report that I still don't have a working hot tub.
I'm even more sad to report that Caldera/Watkins still has yet to contact me for a resolution.
It's starting to appear to me that they got their money from me and that's all they care about...........I'll keep you all posted.
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I'm even more sad to report that Caldera/Watkins still has yet to contact me for a resolution.
Have you called them or are you relying on someone responding to an e-mail? Hopefully the former.
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Well after several attempts, I finally was able to get throught to a customer service rep at Watkins whom told me that they had no record of the Dealer contacting them. I explained the issues and while I was on the phone with them they contacted the dealer. Long story short they are going to try and put in a new control pack in the spa to see if that solves the issue. The rep was very polite and very sympathetic with me and I politely responded to her by telling her that if they want to try and fix this tub that would be fine but I also informed her that I did not pay thousands of dollars for a "repaired" hot tub and I am expecting a new one to be shipped ASAP and I would also expect, at this point, some form of compensation on their part to make this right to which she replied......."You will have to take that up with the dealer."
Hopefully no one thinks I am being too demanding here but I am now 6 days into owning this tub and was only able to use it once for a total of 30 mins. before it failed.
I am left to wonder about a few things........Why isn't Watkins and the dealer getting their heads around this to solve the problem, why did I have to take such a proactive role?
Why didn't Watkins offer some sort of resolution i.e. we will get you a new tub and throw in a free stereo for example......?
Why do I feel as if I am getting a run around here with this and just what kind of company is Watkins?
Also can't help but wonder......if the control panel is bad could it have sent a lower voltage to the motors hence the reason that the tub just didn't feel like it had any forceful power to the jets, could the motors be damaged now? Sure wasn't as powerfull as my HotSpring Jetsetter that I had.
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Watkins is one of the most reputable manufacturers in the industry. I don't sell any of their brands but based on their reputation I doubt they are giving you the runaround. I will fully agree that your dealer needs to step up and take care of the situation. Things like this can and do happen and I understand your frustration but expecting a replacement hot tub I consider unrealistic. I would try to get something out of your dealer like chemicals or a in-store credit.
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I would agree. This is a dealer problem. Watkins did not become one of the best in the world by side stepping their consumers. Good luck and many happy tubbings!
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Watkins has nothing to do with this issue...if anything it sounds like you should have done a little more research on the dealer, but of course I'm only hearing one side of the story...if you buy a brand new shiny BMW and 2 weeks later the transmission goes out, do you call the local dealer?, or do you call Germany?
and also because you had a failed part that can most likely be repaired under warranty within a days time, you want a brand new tub with a stereo thrown in?? cmon man seriously
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I did not pay thousands of dollars for a "repaired" hot tub and I am expecting a new one to be shipped ASAP and I would also expect, at this point, some form of compensation on their part to make this right to which she replied......."You will have to take that up with the dealer."
If they replace the controls and thats an issue I wouldn't think of this as a "repaired tub" like there was crack and it was repaired. In reality when these things are built they test them and in the production line they may have to replace a control. Is that spa a "repaired" spa on the Production line as if thats an issue? I don't see much issue with this fix marking it as "damaged goods" in some way.
Why isn't Watkins and the dealer getting their heads around this to solve the problem, why did I have to take such a proactive role?
This doesn't reflect well on your dealer. They are the ones that need to make this right and explain why you had to take it to the next level.
Why didn't Watkins offer some sort of resolution i.e. we will get you a new tub and throw in a free stereo for example......?
Let them solve the issue before you start expecting them to work on the compensation for pain and suffering.
Why do I feel as if I am getting a run around here with this and just what kind of company is Watkins?
You indicated that they knew nothing before your call and immediately you think they're giving you the run around? Give them a day or two before you assume they're not on your side in attempting to fix your issue.
Also can't help but wonder......if the control panel is bad could it have sent a lower voltage to the motors hence the reason that the tub just didn't feel like it had any forceful power to the jets, could the motors be damaged now? Sure wasn't as powerfull as my HotSpring Jetsetter that I had.
That theory does not hold water, the controls did not cause the pumps to reduce flow. As far as it being as powerful as another spa, did they promise it would be? Jet feel is all about jet types, quantity of jets and output of the pumps? Should it be expected to be as good as or better than the other one? Did you wet test both to compare before buying?
You have every reason to be frustrated but you took the proper step to call the Customer Service people, see if the dealer comes through now. Your actual issue you mentioned originally is probably very minor.
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The latest update...........After about 1 1/2 hours on the phone today with both the dealer and Watkins, I'm about be become a spa tech tomorrow. The dealer has a new control panel but unfortunatly can't meet my schedule tomorrow and install it and wouldn't be able to get to it until Monday as I'm am unwilling to lose any more time from work for this soooo........Tomorrow the new panel is being delivered to my house by the dealer and I'm going to install it myself as well as program it per instructions that were e-mailed to me by Watkins.
I really want to say I really appreciate everyone's input and sympathy on this board, I truly think this is a great forum with lots of knowledge.
Twincities.......Judging by your remark.....The example I used about the stereo was just that, an example.......I was just trying to say that if I was in the position of Watkins, I would come up with something to make this situation a little more bearable and do something for the consumer.....I guess I didn't convey that idea properly.
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BTW........it's been snowing all day here in Upstate NY, my favorite time to go for a soak........hopefully the tub doesn't freeze tonight.......
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I'm in Utica and for a short time a year or so back after my long time dealer went out of business, I have to deal with your dealer for a warranty problem (blown heater board). I can say they were terrible!!! Multiple phone calls with no response finally got Watkins and a local Hot Springs dealer to give me the board to install! And all was well, luckily another dealer has picked up the Caldera line in Macy and has been fantastic, had a circ pump die 3 months after replacing!! Good luck with those guys!!
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BTW........it's been snowing all day here in Upstate NY, my favorite time to go for a soak........hopefully the tub doesn't freeze tonight.......
Watkins is a great company, and I have been a dealer of theirs (Hot Spring) for years and years. If anything like that were to happen, they would do the right thing.
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Hopefully no one thinks I am being too demanding here but I am now 6 days into owning this tub and was only able to use it once for a total of 30 mins. before it failed.
Maybe just a little. At this point, All I would want is for somebody to make it right. Things can go wrong, and all I expect is someone to make it right, the first time. I would accept a replacement pack, if it was a new one and not a repaired one, I can understand not wanting a repaired tub. At this point, I would expect more than what I paid for. Keep me in the loop, get the job done right is all I would ask.
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The latest update(sorry for the delay)............So I come home last friday fully expecting the new control panel to be on my porch as per my conversation with the dealer (Alpin Haus, Amsterdam NY) and with Watkins the previous day,and had mentally prepared myself to spend a couple of hours in the dark sitting on the cold concrete and swapping them out.......only 1 problem, NO CONTROL PANEL!!!!
So I get on the phone with the dealer to find out what went wrong, AGAIN, As it turns out, it's the same ol' story with these guys........Svc. mgr. says he didn't hear from the Gen. mgr., Gen mgr. says he didn't hear from Watkins, Svc. mgr. says he didn't hear from Watkins, Gen. mgr. says he didn't hear from Svc. mgr.........it's like 1 hand doesn't know what the other is doing up at this dealer! I felt like coming "unhinged" at this point but thought better of it and called Watkins........They say they gave the dealer the OK for me to install my own control panel that morning and the dealer says that Watkins never called them to OK it so I ask Watkins to call the dealer again.
About 20 minutes later I get a call from the dealer saying "good news, we got the OK from Watkins and we have your control panel here if you would like to come and pick it up." (Now I don't know if anybody remembers, but a trip to this dealer is well over a 1 hour drive round trip.) I very calmly informed the Svc. mgr. that he was to deliver the control panel to my house ASAP that evening!
Now it's about 6 pm when the panel shows up........its dark, cold(temps are in the high 20's) and I'm sitting on the cold concrete unwiring my brand new hot tub. In taking my time, the total job takes me about 1 hour 45 minutes. It's now 7:45pm, I'm cold and mentally fatigued but at least I'm done........or so I thought........I turn on the breakers and guess what.........SAME PROBLEM! >:(.........Trying to stay calm, I start to think things out and double check my work, everything looks right so remembering that Watkins is on a 3 hour time difference I have just enough time to give them a call. I told Watkins that I suspect the problem might be the high limit sensor (even though the dealer svc. tech who came to my house said it wasn't) and asked him the same question that I asked the tech........"is the sensor a normally open or closed sensor or is it a resistive sensor", my thinking being that depending if it is open or closed it can be "jumpered" for testing. Watkins told me I was on to something with this and asked me if I could take a resistance reading, which I did and they came back with "congratulations, We think you found the problem!" The reading I gave them was "off the charts" and the sensor was basically telling the control panel that the tub was at 150 degrees, thus causing it to shut down. Watkins gave me the part # and told me to call the dealer in the morning in order to get a new one, I thanked him for his time as it was nearly 8:30 pm here, meaning he stayed until 5:30 on a Friday night to help.
Saturday morning.......I call the dealer and get the same ol' "yes we have the part come on up and get it".......NOPE! "you bring it to me! The part arrived and I checked the reading (Ohms) against the old one at the same exact temp. and got a totally different reading. Confident, I installed it and BINGO! problem solved!
This week Watkins mailed me some replacement threaded inserts to replace the 3 inserts that the dealer tech cross threaded when he went to screw to equipment door panel back on during his visit, I received then in the mail on Friday and replaced the damaged ones........
The last I talked to the Gen. mgr, he told me he was working that Sunday, so I would have expected him to give me a call to find out what the status was on the tub. I gave him 3 days and after not hearing from him I called last Tuesday and left him a message that the tub was up and running and that I would like to discuss matters with him.................I'll give you all the latest update as soon as I hear from him. :-\
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Its good to hear that you were finally able to get the problem resolved. Unfortunately it sounds like you don't have the best dealer. You have a quality hot tub with a very good manufacturer behind the product so hopefully either your dealer gets their act together or you don't need their assistance too often.
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Regarding your jets...they are going to be different. You got a Caldera, not a Hot Spring. Both made by Watkins, just as Lexus and Scion are made by Toyota.
Glad you solved your problem. Too bad your dealer is so unhelpful.
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Its good to hear that you were finally able to get the problem resolved. Unfortunately it sounds like you don't have the best dealer. You have a quality hot tub with a very good manufacturer behind the product so hopefully either your dealer gets their act together or you don't need their assistance too often.
Glad to hear Watkins held their end of the bagain even if the dealer didn't. This is exactly why we always stress having a good dealer, no matter how good the manufacturer may be. Unfotunately while we can give people input on the brands we don't have a directory of good dealers.
Enjoy.
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Good to know! I will keep that in mind when purchasing my next spa! CALDERA/WATKINS is not the way to go if I am going to purchase hot tubs kansas city (http://www.familyleisure.com/Kansas-City/Spas-Hot-Tubs). I have been looking at energy efficiency and longevity as my two main hopes for my next hot tub, so I have definitely learned a lot about the latter with your post! Thanks!
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I sure don't get this at all. If I sell a spa, I go fix it. And on the first call 98% of the time.
- Red light flashing is one of two things:
1.Heater got too hot (could be caused by low flow from a dirty filter, low water level, or bad circ pump)
2.Bad sensor (check it with an ohm meter as you did, replace it if needed. I'm not even a Calder dealer and yet I have temp sensors for Caldera tubs on my service truck.)
I'm sure glad you got it fixed, but I still don't understand why you had to do any of the work yourself. I agree, the guys at Tech Support (Watkins) are great. I use the 'hotline' all the time.
8)
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Absolutely unacceptable service from your dealer IMHO. Do you know how long they have been a Caldera dealer?
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And now for the latest...........I received my new Cover Caddy on Tuesday, and when I took the back cabinet panel off to look at the framework and see what I had to do to install additional bracing I found the back corner wet with mold growing......apparently now I have a leak as the foam is wet as well. :'(
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And now for the latest...........I received my new Cover Caddy on Tuesday, and when I took the back cabinet panel off to look at the framework and see what I had to do to install additional bracing I found the back corner wet with mold growing......apparently now I have a leak as the foam is wet as well. :'(
If that is truly the case, I'd be rather harsh with the dealer.
Give you an idea. If I had a brand new spa installed for a customer (HotSpring dealer again here) and it leaked in foam within a year even.... I would do whatever I could to get that person a new spa. A new spa, not repaired.
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Received word today..........Watkins will be replacing this spa with a new one.
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While this has been unfortunate, this is also why Caldera and Watkins branded products are recommended and respected. They have taken care of you when many lesser companies might not.
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Received word today..........Watkins will be replacing this spa with a new one.
Awesome, Watkins kicks butt!