Hot Tub Forum
Original => Hot Tub Forum => Topic started by: Constance on October 10, 2005, 05:32:12 pm
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When I reset the breaker to the spa- it has power for a few seconds and then trips the breaker. I had the electricion come out today and everything is OK with the power to the tub.
BUT-- when I called my dealer--he wants a $125 service fee to come look at it to assess the problem. The spa is a Sweetwater and ONLY one year old!!! Is that a usual fee on a tub with a full warrantee???
He told me I could trouble shoot it myself and instructed me on how to pull the wires from the circuit board to find out which of the components is failed. He can then send me the part to fix it myself. I just questioned if this is standard???
He said the ozonator or circ pump are the usual things to go out. The ozonator he said is not under warrantee and would be $300+ to replace. Are there certain ozonators that someone recommends over another?
I'm just so thankful that it's not freezing outside and that I'd be risking the spa freezing up until I can get this resolved!! I guess then I'd be just stuck with the $125 fee without question. :'(
Thanks for any input!! :)
Connie
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This situation sounds rediculous. How far away is the dealer? I don't believe your ozone going out would cause it to trip. I don't know about Sundance but heaters are the first thing I think of when it's the breaker tripping. Main thing is do you live real far away from your dealer or what cause that is horrible service if not.
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Constance, 125 is quite a bit, but there are no rules as to how much a dealer can charge for a service call. If that's what their market bears, that's what you pay. That said, ozonators certainly are a cause for gfci trip. If you are so inclined, get into the panel and disconnect the ozon from the board. Turn the spa back on. If the circuit holds, then you know it is the ozone. The spa will work fine and you can assess weather or not you want a new ozone later. I seriously doubt you will notice a dramatic increase in chlorine use. If the breaker does not hold, then remove the heater leads from the circuit board and turn the spa on again. Again, if the curcuit holds, it's the heater and you will need to get the dealer out for service. If not move on through each component until you find the culprit. Good luck with this. Sorry to hear you dealer charges so much for trip/service fees, but is entirely within their right to charge what ever they feel are reasonable fees.
When I reset the breaker to the spa- it has power for a few seconds and then trips the breaker. I had the electricion come out today and everything is OK with the power to the tub.
BUT-- when I called my dealer--he wants a $125 service fee to come look at it to assess the problem. The spa is a Sweetwater and ONLY one year old!!! Is that a usual fee on a tub with a full warrantee???
He told me I could trouble shoot it myself and instructed me on how to pull the wires from the circuit board to find out which of the components is failed. He can then send me the part to fix it myself. I just questioned if this is standard???
He said the ozonator or circ pump are the usual things to go out. The ozonator he said is not under warrantee and would be $300+ to replace. Are there certain ozonators that someone recommends over another?
I'm just so thankful that it's not freezing outside and that I'd be risking the spa freezing up until I can get this resolved!! I guess then I'd be just stuck with the $125 fee without question. :'(
Thanks for any input!! :)
Connie
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BUT-- when I called my dealer--he wants a $125 service fee to come look at it to assess the problem. The spa is a Sweetwater and ONLY one year old!!! Is that a usual fee on a tub with a full warrantee???Thanks for any input!! :)
Connie
Will you be charged that fee if they find the problem to be a warranteed item? If it is not a warranteed item is that charge cover labor for a certain time or is it a trip charge just to come out (or some combination)? I know some have a trip fee regardless of the item being under warranty or not but $125?
As far as what's tripping the spa, the ozone is definitely a prime suspect along with the heater and then maybe a pump? You could disconnect one at a time and find out if you knew how (not too difficult).
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Do you guys find ozonators to do this often? I dont hear about it much here. I suppose any of the electrical components could cause this but I wasnt aware it was very frequent with ozone.
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I'd say it's as common as any other component on a spa that might go bad.
Do you guys find ozonators to do this often? I dont hear about it much here. I suppose any of the electrical components could cause this but I wasnt aware it was very frequent with ozone.
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The dealer is about 1 hr 15 min away and the $125 fee is a flat rate eventhough it maybe warrantee work. I was very, very suprised to fine that there is a service fee on warrantee work. I know on other products like refrigerators ans stoves there is no fee and the tub costs MUCH MORE than those products. Sundance is suppose to be one of the main quality spa manufactures, so I had expected that quality service went along with it. I don't want to say anything bad yet about Sundance--perhaps it's just my dealer not being satisfied with what Sundance pays him to do warrantee service work, so he has his own little rules.
I tried to pull the connectors for the ozonator, but was unable to get them off. My husband is going to try when he gets home from work. I didn't want to break anything. The salesman didn't think it was the heater since they are made of titanium and aren't usually a problem.
The salesman didn't act either like I necessarily needed to replace the ozonator if that was the problem. REALLY?? I don't know a whole lot about them. We don't have a heavy use of the tub. Do they make much of a difference?
Connie
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Typically the manufacturer covers the cost of the service tech and the parts it takes to fix it. Not the costs to get there. So if they are driving an hour and a half with the current gas prices its gunna cost them some money to get there. This is pretty standard with any dealership. I thought they were close, I should have asked. With our company we give a break on our trip charge if you can wait untill there are others by you that we are servicing. You might want to ask about that. :-/
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The dealer is about 1 hr 15 min away and the $125 fee is a flat rate eventhough it maybe warrantee work.
It seems like trip charges are becoming more common place (especially with gas $$) and quite frankly, a 1 hr & 15 mintue drive is certainly a longer distance than usual. For this reason, you'll often see people advice that this be discussed and put in writing at the time of the sale.
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Connie did I understand you right? Your tub is only one year old and the ozone is out of warranty ???
I thought Sundance had two years on the ozone.
I'm sure a Sundance dealer here will clarify this.
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The ozone generator has a one year parts only
warranty.
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My parents have a Sweetwater and the heater went out in the first year. They live about an hour out from the dealer. My understanding, is that they had to pay a $45 service fee, but that was because they came out and the guys refused to work on the spa because the wiring wasn't to code (parents replaced a 20 yr old spa, kept old wiring). I think they only had to pay for 1 of the 2 trips out there, but not both. Once the wiring was upgraded, they replaced the heater and haven't had any problems since.
I'm not sure if the breaker was tripping or not when theirs went out I can call tonight and ask when they get home from work.
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Is that the same with all makes of spa only 1 year??
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I purchased the tub in mid Aug 2004. :'(
Connie
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My husband just got home and we found that it was the circ pump!! I'm glad it wasn't the ozonator since that wasn't covered under the warrantee.
???How hard is it to replace the circ pump. The dealer was going to send me out one instead of coming up. Will I have to drain the tub or can I somehow replace it without draining it. I just changed the water last month? ???
Connie
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Hi Constance,
If you read the Sundance warranty, it states "You may be accessed reasonable costs of travel". during warranty.Any fees charged are totally at the disgretion of the dealer. For instance the local Sundance dealer in my market does charge a $75.00 fee for all warranty calls, does not matter if it's a month old or 2 or 3 years old or whether you live 5 miles away or 60 miles. This is the fee charged locally here. I'm sure there are some Sundance Dealers that choose to charge nothing, while others charge a small fee or in your case, a bit more. Goodluck. Dave.
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The dealer is about 1 hr 15 min away and the $125 fee is a flat rate eventhough it maybe warrantee work. I was very, very suprised to fine that there is a service fee on warrantee work. I know on other products like refrigerators ans stoves there is no fee and the tub costs MUCH MORE than those products. Sundance is suppose to be one of the main quality spa manufactures, so I had expected that quality service went along with it. I don't want to say anything bad yet about Sundance--perhaps it's just my dealer not being satisfied with what Sundance pays him to do warrantee service work, so he has his own little rules.
I tried to pull the connectors for the ozonator, but was unable to get them off. My husband is going to try when he gets home from work. I didn't want to break anything. The salesman didn't think it was the heater since they are made of titanium and aren't usually a problem.
The salesman didn't act either like I necessarily needed to replace the ozonator if that was the problem. REALLY?? I don't know a whole lot about them. We don't have a heavy use of the tub. Do they make much of a difference?
Connie
It is Best to talk to a service tech at the dealership. The salesman is wrong, the heater in a Seetwater is not titainium. But, he is a salesman. Titainium heaters are in the 850's and 880's only.
Ozone is an accessory that is added by the dealer and carries a 1 year replacement warranty, but no labor.
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It is best if you drain the spa to replace the circ. pump. No need getting water in places it shouldn't be .
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It is best if you drain the spa to replace the circ. pump. No need getting water in places it shouldn't be .
You can often clamp off on both sides of the circ pump and remove it without having to drain. Ask your dealer for some advice over the phone and do it yourself, piece of cake whether you drain or not.
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The circ pump is really easy to access, just pull off your service panel and it's right there on the bottom of the spa. If you are not comfortable with the DIY, then have the dealer do it. Our dealer doesn't charge a trip fee, but they are pretty close to the house, about a 15 minute drive. Knock wood, haven't needed them yet.
Looking at the pump, it does seem pretty straight forward to replace. But I wouldn't wait too long to get it fixed. Without that pump, no heat. Not sure where you live, but in this area you never know when a cold snap might blow thru.
Good luck on your repair.
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I have never heard of trip charges to a customer if they live within like 30 miles from the dealer. Is this common that the customer pays for trip charges? as we dont charge these trip charges even if the warranty reads "will be charged reasonable trip charges" we do not charge it.
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I'd suggest the owner of your company review this policy. Unles you are charging enough for the spas to cover 4 or 5 anticipated warranty calls through the next 5 years. Otherwise you are losing money. Warranty shouldn't make the dealer money, but it shouldn't be a financial drain either, which it is if you aren't assesing a service fee. I don't know of any other appliance you purchase where it is FREE to have a service technician come to your house. Not refridgerators, ranges, dishwashers, etc... Small appliances that can be brought back to the retailer you can sometimes get fixed at no charge, bu have you had to take your "under warranty" computer in lately. I drove mine in and STILL got charged 45 bucks for them to replace my "under warranty" CD drive. Nothing is FREE.
I have never heard of trip charges to a customer if they live within like 30 miles from the dealer. Is this common that the customer pays for trip charges? as we dont charge these trip charges even if the warranty reads "will be charged reasonable trip charges" we do not charge it.
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I don't know of any other appliance you purchase where it is FREE to have a service technician come to your house. Not refridgerators, ranges, dishwashers, etc...
I had problems with my washer (Kenmore) that were covered by warranty and I did not have to pay anything. When my new car has warranty work, I do not have to pay... granted I take the car to them, but they do drive me home and pick me up.
I guess I don't see a problem with having to pay a service fee if you know about it up front. I think its a different story when you are blind sided with it later.
We had a home warranty on the house and I had to pay $45 every time I had someone come out (that is for different problems, if they had to come out more than once for the same issue within 30 days, it was covered by the same fee). I had no problem paying the $45 and I think it was also in the companies best interest because it forced me to trouble shoot some issues myself because I didn't want to spend the $45. But when it came to the gas furnace going out, that was definately well spent money.
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I have never heard of trip charges to a customer if they live within like 30 miles from the dealer. Is this common that the customer pays for trip charges? as we dont charge these trip charges even if the warranty reads "will be charged reasonable trip charges" we do not charge it.
Thats the way my dealer (R.I.P.) worked.
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We have a form for out of town customer to sign when they buy the tub that there will be a mileage charge for service calls.
The $125 isn't out of line but springing it on you later is a little shady.
You state that the dealer wants to send you a pump. Did he give you the option of paying the $125 and having him do it? I'm not sure if replacing the pump yourself might void your warranty, but I would guess it does. Check first. 1-800-773-7727
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Replacing a pump is not a modification of the spa in any way and will not void any warranty, that is unless the dealer tattles on the customer to the manufacturer.
We have a form for out of town customer to sign when they buy the tub that there will be a mileage charge for service calls.
The $125 isn't out of line but springing it on you later is a little shady.
You state that the dealer wants to send you a pump. Did he give you the option of paying the $125 and having him do it? I'm not sure if replacing the pump yourself might void your warranty, but I would guess it does. Check first. 1-800-773-7727
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I'd suggest the owner of your company review this policy. Unles you are charging enough for the spas to cover 4 or 5 anticipated warranty calls through the next 5 years. Otherwise you are losing money. Warranty shouldn't make the dealer money, but it shouldn't be a financial drain either, which it is if you aren't assesing a service fee. I don't know of any other appliance you purchase where it is FREE to have a service technician come to your house. Not refridgerators, ranges, dishwashers, etc... Small appliances that can be brought back to the retailer you can sometimes get fixed at no charge, bu have you had to take your "under warranty" computer in lately. I drove mine in and STILL got charged 45 bucks for them to replace my "under warranty" CD drive. Nothing is FREE.
i beg to differ...... i had a service call on my 9 month old ge fridge, and it was free, period. they had to replace a bad fan, relay in the freezer section, and something else, i forget... but there was no trip charge. I am an ops manager in the security alarm biz and run a fleet of trucks. on our warrantee calls for the 1st year there is no trip charge. past that there is, but we also sell service contracts that run $5-20 per month and can run indefinitely. if something dies for any reason other than the customer causing it to fail, and they have a service contract in place, we replace/repair at no charge, or trip charge also. some of our competitors do charge trip charges, for everything ....... some dont....
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Who'd you buy your fridge from?
i beg to differ...... i had a service call on my 9 month old ge fridge, and it was free, period. they had to replace a bad fan, relay in the freezer section, and something else, i forget... but there was no trip charge. I am an ops manager in the security alarm biz and run a fleet of trucks. on our warrantee calls for the 1st year there is no trip charge. past that there is, but we also sell service contracts that run $5-20 per month and can run indefinitely. if something dies for any reason other than the customer causing it to fail, and they have a service contract in place, we replace/repair at no charge, or trip charge also. some of our competitors do charge trip charges, for everything ....... some dont....
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Sounds like this guy is wanting to by a new truck fast.
Figure 95 miles round trip at $3.10 gal with 15 miles to gal.
Shouldnt cost more that $36.00
Now time and wear on truck.
Truck is amortized over proberly 5 years.....all expenses are written off.
Lets just sum it up.....All service orientated businesses are way out of line.....I believe making a profit but not on my back.
SemperFi
Dick
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There's a hardware store just down the street, go getcha some tools and start fixen stuff your self.
Caveat Emptor
Frank
Lets just sum it up.....All service orientated businesses are way out of line.....I believe making a profit but not on my back.
SemperFi
Dick
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Sounds like this guy is wanting to by a new truck fast.
Figure 95 miles round trip at $3.10 gal with 15 miles to gal.
Shouldnt cost more that $36.00
Now time and wear on truck.
Truck is amortized over proberly 5 years.....all expenses are written off.
Lets just sum it up.....All service orientated businesses are way out of line.....I believe making a profit but not on my back.
SemperFi
Dick
Bodyaches, relax there is no trip charge on any repair to your tub. for the next five years!
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There's a hardware store just down the street, go getcha some tools and start fixen stuff your self.
Caveat Emptor
Frank
Appropriate response to a ridiculous statement.
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" There's a hardware store just down the street, go getcha some tools and start fixen stuff your self.
Caveat Emptor
Frank
Appropriate response to a ridiculous statement.
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Maybe I'm missing something in this thread. Does that mean that if someone is handy, which a lot of us aren't, that we should ignore warranties and the ability of a dealer/manufacturer to service and repair the tub we're looking at in our decision making? I can buy a lot of tools for what I think I'd save looking at tubs other than the big 5 or 6 companies and giving them credit in that decision making for me not having to do it. paul
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" There's a hardware store just down the street, go getcha some tools and start fixen stuff your self.
Caveat Emptor
Frank
Appropriate response to a ridiculous statement.
The statement in quaetion was:
"All service orientated businesses are way out of line.....I believe making a profit but not on my back."
An awefully broad stroke. Could one save $$ by getting less of a warranty and/or less of a quality spa and service it themself. Sure, if they can handle it. I always push for people to be AWARE when they're getting a spa with less/little warranty (sometimes they get a piece of paper saying they have a warranty but ...) as they'll be their own service person. Some can handle that; great for them. Same thing with a used spa. If you're handy they can be a great deal but they almost always need some care after purchase so being able to fix it yourslf can make them a great deal.