Hot Tub Forum
Original => Hot Tub Forum => Topic started by: Salty_Ag on May 13, 2006, 09:47:49 pm
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Well my wife and I have been anxiously awaiting the arrival of our D1 Diplomat. We ordered it exactly a month ago today. We chose specific colors for the shell and exterior synthetic case, and also asked that they install an optional LED light. The tub arrived and had the wrong color exterior, and Iwas informed that the light was on back-order. My wife was furious. We were told if we were willing to wait as much as a month that we would be given a slight discount, because the dealer was saving on shipping charges. We agreed and the dealer wrote up our order. We doubled checked and the correct color was written on our copy of the order. We sent the tub back, and told them to get us the correct color as we had stipulated. The dealer offered to knock $150 off the price if we took it as is. I told her it would need to be alot more than that. She seemed offended, but agreed to reorder the tub. She told us it would take another two to three weeks. What gives?.... Should I ask for some sort of discount ? I feel like we are getting the shaft. Am I wrong? We put $2700 down and will pay additional $5000 when we recieve the tub. She claims this tub is worth $8800 and we have already been given a substantial discount.
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Hold out for the color you want, and ask for goodies to make up for it: updgrade to better steps, larger bottles of chems in the startup kit, a floating blanket, or some extra headrest pillows are all nice things to have which the dealer may not feel to bad about parting with.
What part of the country are you in? Sure seems like a long lead time.
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We're in Corpus Christi, TEXAS. Yea I thought it seemed like a long lead time as well.
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When my tub arrived at the dealer, it too wasn't what I ordered. They noticed it immediately and called me. I thought they would offer a discount if I would take what came in but they did not and said it was the manufacturers mistake and they wanted me to have what I ordered.
I checked my copy of the order and everything was correct so it wasn't the dealers mistake. I had to wait another 4 weeks and they did throw in free and discounted accessories for my inconvenience. I'm glad I waited and got exactly what I wanted.
Good luck.
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Wow that's a big deposit. I wouldn't give anybody that much in case they went belly up.$500.00 seems fair to me. Go get your deposit back and tell them you are looking else where. Watch what happens next. Their fault or not, they should have treated you better. Only an imbicile (spelling?) would expect you to take the wrong color for a $150.00 discount. Get the color you want and don't settle for anything else
Steve
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As long as you have everything written on the order form - insist on what you want.; the dealer made the mistake and IMO $150 isn't much for something that you're going to live with for a long time.
Good Luck!
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500 is a fine deposit for demo product, in our store, we require a 25% deposit for special orders, and I start by asking for half down from cash customers. Everybody does business differently. Their sales person probably did exactly what they are supposed to do. As for the dealer, he blew it. $150 off to wat another month I think would be reasonable, 400 off to take the color they accidently brought, would also seem fair, to me. If it were me, I'd take the 150 and wait for my colors. I know that isn't on the table, but you might want to bring it up.
Wow that's a big deposit. I wouldn't give anybody that much in case they went belly up.$500.00 seems fair to me. Go get your deposit back and tell them you are looking else where. Watch what happens next. Their fault or not, they should have treated you better. Only an imbicile (spelling?) would expect you to take the wrong color for a $150.00 discount. Get the color you want and don't settle for anything else
Steve
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Ahhh yes, we should live in a perfect world and everything shold be the way we want it to be. Clearly there has been an error someplace along the line and I am certain that with all of the anticipation, it is quite a disappointment on your part, as well as your dealers.
There is that old saying "$hit happens", but let's just focus on getting it right and getting into Hot Water. Getting furious about it sometimes makes it difficult for all involved to make things right, especially if it is not their fault, but I am certain they want what is right for you.
As for the time line, it takes about 2 weeks for a spa to go through the manufacturing process and the time to ship it to the destination. 3 weeks to 4 weeks is not unreasonable. One thing you or they want is to be late on the estimated time. So, because they do not control the manufacturer, or the shipper, they are simply "projecting" their estimate as to when they can get it corrected for you and have your color choices.
It is a disappointment, but nothing will be accomplished with anger. To ask for your deposit back, as others have suggested, will certainly add more time to the eventual outcome and will not be your original choice.
As for the price you indicate, you did get a very attractive discount and I am sure you will be happy with the outcome.
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As others have stated hold out for the color that you want. And yes you should get more than a $150 discount. Ask for cover lifter or ozone or something.
When we make mistakes with our customers I tell them to go ahead and fill the tub, use it for a few weeks and when we get the tub in we'll swap it out for them, but that is my dealership. I don't think it's right that you have to wait 2 months to get into your spa.......
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I agree with most of the responses. Be patient. Get what you want and maybe some extras are not out of the question.
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Use leverage.
Right now, they've offered you a $150 discount and a 4 week wait.
They've got you over a barrell. Ask for your deposit back and tell them you've reconsidered the whole purchase. The worse thing that will happen is that you'll have to wait 4 weeks and receive a $150 discount (which is right where you stand today).
Ask for all the extras (lifter, ozone, LED, chemicals, etc.). Don't get angry and obnoxious, but be firm and let them know that you are not happy.
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Why is it that everybody has to be compensated these days if everything does not go exactly to plan. The dealer did nothing wrong here, why should he have to give you something to make your boo boo feel better. Look, your'e going to enjoy the spa for many many years to come, waiting a few weeks is not going to hurt you.
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When I ordered my spa, 4 weeks lead time, my dealer asked what payment options I had in mind. I said cash, and he said pay the delivery guy (check) upon delivery/setup. No down payments etc. Everything worked out fine.
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The dealer did nothing wrong here, why should he have to give you something to make your boo boo feel better. Look, your'e going to enjoy the spa for many many years to come, waiting a few weeks is not going to hurt you.
Youve got to be kidding- I dont think anyone is suggesting that he go postal on his dealer, but he DOES deserve some sort of compensation. Even if the dealer did nothing wrong, the dealer represents the company, who did apparently screw up, even if only in a fixable, temporary way. We've all been there- waiting for a tub, or any big purchase. Waiting a few extra weeks wont "hurt" him, but it does sour the anticipation that he's had building up, and he put a sizable amount of money down.
Seems like the dealer providing a loaner tub for a few weeks would be extremely considerate in his part, make the customer happy, and take care of the problem.
Guzz, I hope you are not in customer service.
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Youve got to be kidding- I dont think anyone is suggesting that he go postal on his dealer, but he DOES deserve some sort of compensation. Even if the dealer did nothing wrong, the dealer represents the company, who did apparently screw up, even if only in a fixable, temporary way. We've all been there- waiting for a tub, or any big purchase. Waiting a few extra weeks wont "hurt" him, but it does sour the anticipation that he's had building up, and he put a sizable amount of money down.
Seems like the dealer providing a loaner tub for a few weeks would be extremely considerate in his part, make the customer happy, and take care of the problem.
Guzz, I hope you are not in customer service.
Why does he deserve compensation, thats what's wrong with our attitude these days, shi. happens, deal with it. Why should someone have to pay all the time... Give me a break!
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If someone got into a legal agreement for a tub from a dealer and when it came time to pay at delivery the customer said... "Well, I'm going to give you 150 dollars less than we agreed to, or if you want I'll give you the full amount in another four weeks" I'm guessing said dealer wouldn't ignore his sore boo boo, or that another four weeks not getting paid wouldn't hurt. Ridiculous statement IMNSHO.
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It certainly appears that there are more people wanting a pound of flesh and NOBODY, knows what has really happened and it also appears the judge and jury have decided the dealer should suffer the consequenses.
IF Salty_Ag is that outraged then he should make his own decisions. He really doesn't need little voices coaching him to go for the dealers throat or pocket.
#1, Ask him to change the cabinet from one to another and deliver the spa. As a dealer who has encountered a manufacturers error similar to this years ago, I would suggest, for the interest of fit and finish, let the dealer do the right thing and get the new spa in for delivery.
I for one, will tell you that you're all making more than this dealer is. The price has been stated.
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The dealer DID do something wrong. Unless the order sent to the factory was correct, but the spa came incorrect, which I highly doubt, not impossible but definitely improbable, the dealer ordered the wrong spa. So, the dealer can give the customer ALL their money back and be out the entire sale, or he can say as a gesture of good faith, that he understands their time, as is his, is valuable and offer the discount for their time. You EXPECT to be compensated for your time, do you not? I do! And I'm sore this little buckandahalf would go a long way to making the customer feel better. Besides, I'm a firm believer in that people only hear 2 things. Bah blah blah money and bla blah blah sex.
Why does he deserve compensation, thats what's wrong with our attitude these days, shi. happens, deal with it. Why should someone have to pay all the time... Give me a break!
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I think the customer should have the option to be released from any obligation or compensated for his inconvience. If the dealer and manufcatuer don't care, then they should be prepared to loose a customer.
Dealers need to aware that from a consumer's standpoint many times the line between the dealer and manufactuer is thin at best. After all, when you are touting how great the tub is you and the manufactuer are one in the same. But as soon as the manufacteur makes a mistake, many of you are quick to distance yourself from them and claim "oh, I'm just the dealer, this is the factory that screwed up".
As a consumer I get enraged when a dealer or store does this and passes the buck., even if it's the factory's fault. I see you as thier represenative.
Offering exceptional service and being there to assist the Customer is what many of you tout as being the value added by dealerships.
Some dealers may not like this, but I seek out companies that excel when things have problems. Any dealer can look like a superstar when everything is perfect. It's when there are problems and screw ups do you see who you are really dealing with.
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IF Salty_Ag is that outraged then he should make his own decisions. He really doesn't need little voices coaching him to go for the dealers throat or pocket.
I think he DID request little voices and opinions (see original post).
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Why is it that everybody has to be compensated these days if everything does not go exactly to plan. The dealer did nothing wrong here, why should he have to give you something to make your boo boo feel better. Look, your'e going to enjoy the spa for many many years to come, waiting a few weeks is not going to hurt you.
What the dealer did not do is follow the order all the way to delivery, making sure what went out was the right product.
Sounds to me the dealer sent out the paper work and was done with it. Maybe the spa business dealers who sell product don't make phone calls to make sure the items are correct, but it seems to me common sense is to make phone calls prior to all deliveries to make sure everything is as its suppose to be.
It also could have been that the dealer just messed up and wrote down the wrong colors.
Good luck with your tub!
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I don't know that we've ever ordered the wrong color before, but we have accidentally sold the same spa to two different people. This problem occurs due to (1) having 3 stores and (2) doing off-site promotions.
We give the customer the following choices:
1. Bump them up to the next bigger spa at the same price of the original spa they ordered
2. Provide them with a loaner spa until their's can be delivered. I don't remember anyone ever having to wait more than 3 weeks for us to get their spa delivered.
Terminator
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It's obvious why East Texas Spa has been in business so long. 8)
A dealer that takes the initiative to keep the customer happy. Or as a Texan would say "Head er' off at the pass"
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It's obvious why East Texas Spa has been in business so long. 8)
A dealer that takes the initiative to keep the customer happy. Or as a Texan would say "Head er' off at the pass"
It's not my policy, it's the boss's. If it were up to me, I'd tell them to quit whining about it and get the hell off my propurty! ;D ;)
Terminator
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For you newbies reading this forum and thinking about buying a spa, here's the type of attitude you DON'T want to see in a dealer:
Why is it that everybody has to be compensated these days if everything does not go exactly to plan. The dealer did nothing wrong here, why should he have to give you something to make your boo boo feel better. Look, your'e going to enjoy the spa for many many years to come, waiting a few weeks is not going to hurt you.
It certainly appears that there are more people wanting a pound of flesh and NOBODY, knows what has really happened and it also appears the judge and jury have decided the dealer should suffer the consequences.
IF Salty_Ag is that outraged then he should make his own decisions. He really doesn't need little voices coaching him to go for the dealers throat or pocket.
It ALWAYS amazes me how quick some dealers are to "recommend" what tub to buy or, more specifically, what tub NOT to buy, but the second someone has a problem and complains about it, WHAM, "it's not that bad," "it's only a little problem," "it's not OUR fault," whine, whine, whine, whine.....
These TWO, and I MEAN these TWO need to take a lesson from a few of the more classy dealers on this board that seem to have a much better sense of treating CUSTOMERS well.
Does Salty Ag have an issue? You DA*N right he does. I'd be PIS*ED OFF too and probably come to this forum to vent, just like he did. He's been reading for the last few months about how WORTHWHILE it is to buy a "BETTER" tub, find a "GOOD" dealer, "STICK" with that dealer for help. Who cares what went wrong? The FACT is that someone on the dealer or manufacturer end SCREWED up and if SALTY Ag can't trust them to get the order RIGHT after he PAID them, how the heck can he trust them with anything else?
If I'd have been that dealer, the FIRST thing I would have done is told Salty Ag how very SORRY I was that my DUMB A$$ couldn't get his stuff right. DON’T even start about the factory. If the factory can't get orders right, SELL a DIFFERENT LINE of TUBS! Dealers REPRESENT the factory to the customer, they shouldn't be making EXCUSES for them because if they do, the DEALER is just as BIG a PROBLEM as the factory. CLUE??
If I had been the dealer, would I have gave the customer a discount or his money back? NO! WHY? Because before he left that store, I would have made it RIGHT for him and made certain HE and his WIFE were HAPPY. HOW? Treat them like they were the MOST important people in the world and do something NICE for them. Salty Ag is probably posting here, saying what he's saying, because his dealer DIDN'T do this!
My company provides outsourcing services for municipal governments and in the last 2 years we've INCREASED business by 100%. We do more than $40 million in revenue per year and currently have 75 municipal clients. Recently, we picked up a BIG contract in Northern Virginia. How did we get it over the BIG firms? SURE we provided a GOOD product, wrote a GREAT proposal, had all the bells and whistles. BUT, when we asked the client what made the difference and WHY they picked us, they said "we called each one of your clients for a reference and NOT one of them said anything bad about you." "In fact, most of your clients said you guys were the BEST firm they had EVER dealt with in government contracting."
Guzz and J._McD, THAT'S what the VALUE of TREATING people RIGHT is and those are the RESULTS you get from doing it. Sometimes the CRAP you guys post on this forum REALLY isn’t worth reading and only serves to piss people off. It's just getting old...
Drewski
>:(
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What the dealer did not do is follow the order all the way to delivery, making sure what went out was the right product.
Sounds to me the dealer sent out the paper work and was done with it. Maybe the spa business dealers who sell product don't make phone calls to make sure the items are correct, but it seems to me common sense is to make phone calls prior to all deliveries to make sure everything is as its suppose to be.
It also could have been that the dealer just messed up and wrote down the wrong colors.
Good luck with your tub!
I can't speak for other dealers, but Watkins always confirms each spa with me by phone before it is put on the truck.
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TWO[/b] need to take a lesson from a few of the more classy dealers on this board that seem to have a much better sense of treating CUSTOMERS well.
No doubt. At least at Costco and Home Depot, you get to make sure the tub you buy gets delivered promptly (albeit because you're the one loading the truck). :D
People use a dealer for a reason. One of the things they are paying for is service.
Everybody makes mistakes. It seems that the only person having to suffer the consequences of this mistake is the customer (and that ain't so good). Sounds to me that the customer ain't happy and I'm sure somewhere in that dealership service manual it says something about making the customer happy is a high priority.
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I appreciate all of your comments.
My wife and I have been spa shopping for quite awhile, and waiting an additional few weeks is not going to cause us any additional pain. We are however disappointed... I fully planned to have the tub up and running for her on Mother's Day.
I have not been rude to the dealer and I am not clear whether it was a factory mistake or a mistake in submitting the order. At this point I don't want to start pointing fingers, I just want the tub we ordered in a reasonable amount of time. I guess my aggrevation stemmed from the fact that my dealer obviously didn't verify our order when she received the tub from the factory. It was just placed on a truck and delivered. If I was a dealer I think I would ask the buyer to come to the store and see if everything looked OK before I scheduled a delivery.
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Keeping a cool head is always best - for all parties involved.
Several years ago we ordered the right spa but delivered it to the wrong customer. They liked the color better than the one they ordered - which was sitting back at the warehouse - and asked the delivery crew to install it. They did. But, of course that meant that I had to scramble to get the OTHER customer another spa.
Fortunately for us, I live close to the plant and I can have a spa in 48 hours, so I fully expected to have to delay the other customer just a day or so - but they demanded the spa for a party. I ended up delivering a spa and then swapping in out a week later.
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Again, for you Newbies, here's the kind of attitude you WANT to see in a dealer (note he posted this BEFORE I posted mine and I was writing mine and didn't see his before he posted it):
I don't know that we've ever ordered the wrong color before, but we have accidentally sold the same spa to two different people. This problem occurs due to (1) having 3 stores and (2) doing off-site promotions.
We give the customer the following choices:
1. Bump them up to the next bigger spa at the same price of the original spa they ordered
2. Provide them with a loaner spa until their's can be delivered. I don't remember anyone ever having to wait more than 3 weeks for us to get their spa delivered.
Terminator
GOSH, see how EASY that is?
Note also that some of the parties involved in this discussion sell (apparently) the same product.
WHAT will it take for some to GET A CLUE?? The public holds it's breath awaiting your decision...
Drewski
>:(
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Again, for you Newbies, here's the kind of attitude you WANT to see in a dealer (note he posted this BEFORE I posted mine and I was writing mine and didn't see his before he posted it):
GOSH, see how EASY that is?
Note also that some of the parties involved in this discussion sell (apparently) the same product.
WHAT will it take for some to GET A CLUE?? The public holds it's breath awaiting your decision...
Drewski
>:(
And in your best Billy Jean impression
(http://i61.photobucket.com/albums/h75/shabba34/legendofbilliejean.jpg)"We ain't gonna take it anymore"
;D
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I think the customer should have the option to be released from any obligation or compensated for his inconvience. If the dealer and manufcatuer don't care, then they should be prepared to loose a customer.
Dealers need to aware that from a consumer's standpoint many times the line between the dealer and manufactuer is thin at best. After all, when you are touting how great the tub is you and the manufactuer are one in the same. But as soon as the manufacteur makes a mistake, many of you are quick to distance yourself from them and claim "oh, I'm just the dealer, this is the factory that screwed up".
As a consumer I get enraged when a dealer or store does this and passes the buck., even if it's the factory's fault. I see you as thier represenative.
Offering exceptional service and being there to assist the Customer is what many of you tout as being the value added by dealerships.
Some dealers may not like this, but I seek out companies that excel when things have problems. Any dealer can look like a superstar when everything is perfect. It's when there are problems and screw ups do you see who you are really dealing with.
I totally agree with the end of that statement, one of my lines on the floor I tell customers is "anyone can sell you a spa, but how they treat you after they get your money is what really determines how happy you will be with the purchase"
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I don't know about billy jean, but Dee Snider comes to mind.....:)
(http://i77.photobucket.com/albums/j61/GodlikeMoron/twisted_sister.jpg)
Oh We're Not Gonna Take It
no, We Ain't Gonna Take It
oh We're Not Gonna Take It Anymore
we've Got The Right To Choose And
there Ain't No Way We'll Lose It
this Is Our Life, This Is Our Song
we'll Fight The Powers That Be Just
don't Pick Our Destiny 'cause
you Don't Know Us, You Don't Belong
Keep your crappy hot tub
and shove your lousy service.
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For you newbies reading this forum and thinking about buying a spa, here's the type of attitude you DON'T want to see in a dealer: …………These TWO, and I MEAN these TWO need to take a lesson from a few of the more classy dealers on this board that seem to have a much better sense of treating CUSTOMERS well.
Does Salty Ag have an issue? You DA*N right he does. I'd be PIS*ED OFF……
…If I'd have been that dealer………….. the DEALER is just as BIG a PROBLEM as the factory. CLUE??
….If I had been the dealer……….
................Guzz and J._McD, THAT'S what the VALUE of TREATING people RIGHT is and those are the RESULTS you get from doing it. Sometimes the CRAP you guys post on this forum REALLY isn’t worth reading and only serves to piss people off. It's just getting old...
Drewski >:(
Drewski, IF you had been that dealer, you would have had all of the facts. We here on this forum DO NOT necessarily have all of the FACTS. So before you go judging Guzz or Myself, why don’t you do some research. Your opinions are certainly yours and you are FREE to voice them, but that does not make YOU right in what you say or do.
As we all know, HS dealers PRIDE themselves on how well they care for their customers and several have stated so in this thread. Until you know the FACTS surrounding this issue, your opinions are just that, your opinions and knowing the facts COULD change your point of view and your opinion, as well as your recommendations.
For the sake of newbies on this board, I would suggest they consider everybody that has something to say here and on this board can not always be taken as GOOD advice.
We are here to comment and respond if we so choose to, for others to judge us, or our response is unfortunate, and is similar to vigilante justice. Who really knows if they are good people or bad, but still, they to be judged without the facts or before a trial, is to condemned and impose a sentence some times upon the innocent. In midevil times, they were burned at the stake, just because they believed in something.
Roy, is the only one that really knows, but one thing is for sure, if he takes the advice given here, he won’t be buying a HS either. As we know, HS dealers know how to treat their customers to provide the ultimate in customer satisfaction and that leaves Roy without a choice. :-/
Drewski, If you have some issue with me personally, PM me so we can straighten it out. ;)
As for Salty_Ag, I wish you the best in being happy with the outcome, your new Hot Tub. You are going to own it for a long time and I am sure that it will bring you the relief that you need. :) ;)
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Pound of flesh?
Burned at the stake?
Um, if anyone was over reacting.... I wouldn't say it was Drewski.
/oh the drama.
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Drewski, IF you had been that dealer, you would have had all of the facts. We here on this forum DO NOT necessarily have all of the FACTS. So before you go judging Guzz or Myself, why don’t you do some research. Your opinions are certainly yours and you are FREE to voice them, but that does not make YOU right in what you say or do.
As we all know, HS dealers PRIDE themselves on how well they care for their customers and several have stated so in this thread. Until you know the FACTS surrounding this issue, your opinions are just that, your opinions and knowing the facts COULD change your point of view and your opinion, as well as your recommendations.
For the sake of newbies on this board, I would suggest they consider everybody that has something to say here and on this board can not always be taken as GOOD advice.
We are here to comment and respond if we so choose to, for others to judge us, or our response is unfortunate, and is similar to vigilante justice. Who really knows if they are good people or bad, but still, they to be judged without the facts or before a trial, is to condemned and impose a sentence some times upon the innocent. In midevil times, they were burned at the stake, just because they believed in something.
Roy, is the only one that really knows, but one thing is for sure, if he takes the advice given here, he won’t be buying a HS either. As we know, HS dealers know how to treat their customers to provide the ultimate in customer satisfaction and that leaves Roy without a choice. :-/
Drewski, If you have some issue with me personally, PM me so we can straighten it out. ;)
As for Salty_Ag, I wish you the best in being happy with the outcome, your new Hot Tub. You are going to own it for a long time and I am sure that it will bring you the relief that you need. :) ;)
JD- So all Hot Spring dealers take pride in taking care of their customers? Are you sure about that? On the whole sure that is true, but I can tell you for a fact that I know HS dealers (specifically in my area) who do not take pride in taking care of their customers. They have unresolved complaints with the BBB.
A better statement woudl be that there are good dealers and there are bad dealers and the dealers are the ones who in the end ensure that the customer is happy with their product. They deal with the manufacturers and go to bat for the customers if there is a problem, but to limit your discussion of good dealers to just HS is ridiculous. There are good Caldera dealers, Sundance dealers etc....
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JD- So all Hot Spring dealers take pride in taking care of their customers? Are you sure about that? On the whole sure that is true, but I can tell you for a fact that I know HS dealers (specifically in my area) who do not take pride in taking care of their customers. They have unresolved complaints with the BBB.
A better statement woudl be that there are good dealers and there are bad dealers and the dealers are the ones who in the end ensure that the customer is happy with their product. They deal with the manufacturers and go to bat for the customers if there is a problem, but to limit your discussion of good dealers to just HS is ridiculous. There are good Caldera dealers, Sundance dealers etc....
I'm pretty sure J_McD made that comment with a little sarcastic overtone, hence the :-/.
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I can tell you for a fact that I know HS dealers (specifically in my area) who do not take pride in taking care of their customers. They have unresolved complaints with the BBB.
I am shocked, shocked. :-/
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It's obvious why East Texas Spa has been in business so long. 8)
A dealer that takes the initiative to keep the customer happy. Or as a Texan would say "Head er' off at the pass"
I have been in retail for over 22years and the thing I have learned is always take the "heat" out of the deal...if there is an issue or a problem than face it head on and deal with it....If its your mistake take responsibility...if it is not and its out of your hands you can share that with the customer and assure them you will do you do all you can to correct it as quickly as possible but you are the one who is going to bear the brunt of the customers dissatisfaction ....bottom line is step up and treat that customer in any way you can that is reasonable and fair...find a way to accommodate them for the loss..... sometimes it is not as drastic as some want to make it to be...but still.....simply do the right thing.....
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I have been in retail for over 22years and the thing I have learned is always take the "heat" out of the deal...if there is an issue or a problem than face it head on and deal with it....If its your mistake take responsibility...if it is not and its out of your hands you can share that with the customer and assure them you will do you do all you can to correct it as quickly as possible but you are the one who is going to bear the brunt of the customers dissatisfaction ....bottom line is step up and treat that customer in any way you can that is reasonable and fair...find a way to accommodate them for the loss..... sometimes it is not as drastic as some want to make it to be...but still.....simply do the right thing.....
Exactly
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.....simply do the right thing..... [/quote]
Well put Mendo man.
While the following entry isn't anywhere near the $$$ we're all talking about, it seems appropriate. I'll try to be short.
When my dad passed a little over a year ago he had several tractors and different types of implements that were pulled by these tractors. My brother sold most of the implements before the estate sale a few weekends ago. Anyway, he sold a grain drill to somebody. A few days later, the gentleman called my brother and said there was a broken part that neither of them noticed. After talking with my mom, my brother immediately apologized and told him we would come and get the machine and return his money in full. But, all the fellow asked was that we discount the money he spent to repair the part.
The thing that made it worth while is what he said to my brother after he reimbursed him the difference. And I quote "I appreciate how you handled this. There should be more people like you and your mom".
Sorry to bore ya'll. :)
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Hi J._McD:
NO, we don't have a personal issue. I've agreed (and disagreed) with your posts before and I'll have (and have had) your back when your right, including AFTER this thread is LONG gone.
But BROTHER, when you put out what you put out today, we're going to have PROBLEMS.
Take this for instance:
Drewski, IF you had been that dealer, you would have had all of the facts. We here on this forum DO NOT necessarily have all of the FACTS. So before you go judging Guzz or Myself, why don’t you do some research.
I can ONLY understand the facts as they were presented by the original poster (who, if you are reading this, will agree with me) and unless you are telling me that what he said was untruthful because YOU know different, I gotta believe him. Not only that, but what he said SOUNDS truthful.
Why can't you and Guzz take the high road? Why say that "$hit happens" and "why should he have to give you something to make your boo boo feel better?" Just what kind of response did you expect out of me with those types of comments? Maybe you thought people would blow sunshine up your a$$ and agree with you?
To your credit, your comments at least offered Salty_Ag advice on how to proceed, but then your further suggestion of "he really doesn't need little voices coaching him to go for the dealers throat or pocket" sounds like you think he really shouldn't be posting these types of comments here to begin with. Yeah, RIGHT!
Maybe I should start a weekly thread quoting dealer's comments each week from this forum and call it "Newbies: Lessons from BAD Dealers - See what they REALLY Think." I'll bet it could offer colorful contrast to some of the "Worst Customer" threads I've seen, HUH?
I'd also like to point out that throughout your "medieval times" response to my post, you never addressed the solution that Term offered and I commented on earlier?
WHY is THAT? And, to put you and Guzz on the spot, do you disagree with that type of approach?
Speaking of Guzz, I'd LOVE to get him to respond to this thread. I'm in a freakin talkitive mood today....
Drewski
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I hope that some of the controversy on this thread has been due to lack of communication. I would like to believe that any decent dealer, faced with what happened to Salty Ag, would come up with a reasonable way to say, "hey, this was out of my control, but on my behalf and on behalf of the manufacturer, I'm really sorry, and I'd like to make it up to you by....." I dont think any of us who wrote that Salty Ag deserves more meant that he should bleed the dealer dry, or be an a$$ about it. Maybe Guzz or JMcD did think that contributers here were advocating the taking of a pound of flesh......I for one was not. A reasonable customer would be disappointed, but recognize that his dealer is still his advocate, and that his dealer was willing to take responsibility.
Guzz said "shi. happens, deal with it." Yep- Shi. happened- the wrong spa arrived, and it doesn't matter why. Now the DEALER, not the CONSUMER should deal with it, and the consumer should be gracious, not nasty about it. How can this be anything other than OBVIOUS to anyone in customer service???
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Sorry I've been missing all this, but I'm selling spas like crazy today, this will have to be brief. The reason for my comments were fueled by the fact that I am getting sick of a certain element of consumer who comes in demanding compensation for their boo boo's for things totally unjustified. Yesterday was a typical situation, a customer had purchased a pool and they requested we supply them with a phone # of an installer, the installer wanted more money to deal with a grading problem and the customer paid them and wanted to know what we were going to do about it. They had been wronged and it was all our fault, whine boo hoo. We ended up compensating them with some freebies to make them happy, well I'm sick of it. Got a go... it's busy.
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WHY is THAT? And, to put you and Guzz on the spot, do you disagree with that type of approach?
Speaking of Guzz, I'd LOVE to get him to respond to this thread. I'm in a freakin talkitive mood today....
Drewski
Drew, I have been dealer for going on 23 years and I have had a sign on my wall for every one of those years, "We Guarantee Your Satisfaction, Or Your Money Back". How is it any of you can "assume" what should be done?
I have on different occassions had to deal with every imanginable situation and attitude including "wrong color of this or that". Each and every situation is independently different. When there is an issue, we always aim to please they customer, because that is our business and sometimes you simply must accept the fact that you can not please them all. For anyone to suggest that Guzz or I may need a lesson in customer care is both ignorant and insulting.
I don't get where you think Guzz or myself have never found it necessary to calm a customer and make them happy. I have replaced new deliveries in the past and sometimes for silly reasons. One such instance, the customer was convinced that we delivered a used spa just received from the factory because it had "some dead leaves" in the equipment area, 3 to be exact, it was fall and I don't know how they got there.
With a smile on our face, we used the Jamacian cure, "No Problem Mon", we ordered another one for them just to disarm the situation. But, for some reason, they wanted a different color than they ordered. Nevertheless, it was our job to make them happy. New spa, new color, picked up the previous one that they had for 4 weeks and left the new one with the original cover that had a torn straps from abuse. They were never happy about that either.
The problem that we did not fix was an internal one. They were divorced 2 years later and we were treated with an attitude until their divorce. He has been a different person since and a really nice guy.
Needless to say, dealers do have to deal with alot of different situations. Fault me if you may, but this thread seemed to have what I would call some anti dealer aggresssion suggesting that Salty_ag should get money or extras for his trouble, see what you can get, to cancel your order all of which seemed to be a bit hostile. I am sure his dealer will do everything to resolve the situation.
This is simply MHO. Because I voiced my opinion, I guess that is why you turned on me. ;D
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<putting on heavy armor>... ;)
Ya know, I can't help but agree that every time something isn't perfect, everyone wants to be compensated. It all started with that lady who spilled hot coffee on her herself and then sued for compensation. Hey, I'm all for complete satisfaction and bending over backwards for our customers but...
The $150 offer was joke and I think we all agree on that. They tried getting off easy and it didn't work. They could have easily diffused the situation by fully disclosing what had happened and offered a loaner until your correct spa came in. No, the timeframe wasn't unrealistic unless there just happened to be one sitting at the factory in the exact model and color. We're in May people and the factories are at max right now with production.
It's irrelevant who made the mistake and more importantly, the consumer doesn't care. They just want their ******* spa! Move on... Look after them with a loaner and spend the next number of years making it up to them!
As for the rest of the posturing about any one company looking after their customers any better than another...I call BS and this overgeneralization of dealers and stereotyping them gets me right…here…. We're ALL wanting to look after the customer and EVERY manufacturer has a dealer network that includes people that are better than others at doing so! Show me a manufacturer that doesn’t want a great dealer that looks after their customers and I’ll show you one that USE to be in the hot tub business…
I have great respect for all of the opinions and I don't believe anyone here is against customer service. We don't have all the details but in the end, if the customer received a wrong spa and is expected to wait the standard shipping time again, it's just common sense they receive a loaner until it arrives. Anyone disagree? I didn't think so... ;)
Steve
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Sure. Customers who are unhappy are Shylocks
And dealers are mayters and victims?
Hey, you're the one implying this with pounds of flesh, burned at the stake....
Customers boo-boo's.....
honestly it comes across as very insulting. I understand both your positions, and for the most part can see your point, but your choice of words is pretty poor. As a dealers in a public forum, I'd think you'd hold yourself to a higher standard.
or not.
meh.
Good luck.
:-/
But if a customer isn't sataisfied, then a good dealer would know how to difuse the situation. Half the time, it's how you present the issue and the expectations that are set.
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My choice of words was poor? ???
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My choice of words was poor? ???
Sorry Steve, no.
I was refereing to Drewski's Boo-boo comment. And J_MdD's shylocks and burning at the stake references.
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Sorry Steve, no.
I was refereing to Drewski's Guzz's Boo-boo comment. And J_MdD's shylocks and burning at the stake references.
;)
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Thanks Pkud.
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Thanks Pkud.
;)
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Sorry Steve, no.
I was refereing to Drewski's Boo-boo comment. And J_MdD's shylocks and burning at the stake references.
Whew! ;)
(http://img.slickdeals.net/images/smilies2/hide.gif)
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OK, J._McD, you got your say, now here's mine.
After Salty_Ag made his post a few people, including dealers, gave responses. Most were polite (including the one you posted), gave some insight and discussed the issue reasonably. THEN, Guzz posted THIS:
Why is it that everybody has to be compensated these days if everything does not go exactly to plan. The dealer did nothing wrong here, why should he have to give you something to make your boo boo feel better. Look, your'e going to enjoy the spa for many many years to come, waiting a few weeks is not going to hurt you.
Anne responded by saying:
Youve got to be kidding- I dont think anyone is suggesting that he go postal on his dealer, but he DOES deserve some sort of compensation. Even if the dealer did nothing wrong, the dealer represents the company, who did apparently screw up, even if only in a fixable, temporary way. We've all been there- waiting for a tub, or any big purchase. Waiting a few extra weeks wont "hurt" him, but it does sour the anticipation that he's had building up, and he put a sizable amount of money down. Seems like the dealer providing a loaner tub for a few weeks would be extremely considerate in his part, make the customer happy, and take care of the problem. Guzz, I hope you are not in customer service.
To which, Guzz responded:
Why does he deserve compensation, thats what's wrong with our attitude these days, shi. happens, deal with it.[/u] Why should someone have to pay all the time... Give me a break!
After that wonderful post you said:
It certainly appears that there are more people wanting a pound of flesh and NOBODY, knows what has really happened and it also appears the judge and jury have decided the dealer should suffer the consequenses. IF Salty_Ag is that outraged then he should make his own decisions. He really doesn't need little voices coaching him to go for the dealers throat or pocket.... ...I for one, will tell you that you're all making more than this dealer is. The price has been stated.
Both you and Guzz were able to push all my buttons in the matter of only a few posts (I especially liked the part about all of US "making more than this dealer is"), so BAD ANDY sat down at the keyboard and posted my first reply. Then, you responded by saying (in part):
We are here to comment and respond if we so choose to, for others to judge us, or our response is unfortunate, and is similar to vigilante justice... In midevil times, they were burned at the stake, just because they believed in something.
Now, SUDDENLY, you became the VICTIM?
J._McD, in case you didn't realize it, you seem to have a habbit of changing the "history" of a post. No one in this thread ever suggested "a pound of flesh" from the dealer, in fact it was Guzz who "ramped up" this entire subject. BUT, you went FURTHER and said "NOBODY knows what has really happened," obviously questioning the TRUTHFULLNESS of the original poster, followed by telling us that our "LITTLE VOICES" didn't need to coach him. By "LITTLE VOICES," did you mean the same sorry a$$ customers that allow you and Guzz to stay in business?
Now, in your latest post, stories abound of how good you take care of customers:
Drew, I have been dealer for going on 23 years and I have had a sign on my wall for every one of those years, "We Guarantee Your Satisfaction, Or Your Money Back".
For anyone to suggest that Guzz or I may need a lesson in customer care is both ignorant and insulting.
Fault me if you may, but this thread seemed to have what I would call some anti dealer aggresssion suggesting that Salty_ag should get money or extras for his trouble, see what you can get, to cancel your order all of which seemed to be a bit hostile.
This is simply MHO. Because I voiced my opinion, I guess that is why you turned on me. ;D
AND, now I'm TURNING on you? PLEEEZE... That might have worked with your mom or dad when you were 5, it don't cut it here.
Like I said earlier, when you're RIGHT, you're RIGHT. I'll back you. But when you post this kind of CRAP, get ready for BAD ANDY...
You can have the last word.... ;)
Drewski
8)
P.S. I couldn't help but be reminded about a guy by the name of JIM when reading all of this...
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;) ;D :-*
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;) ;D :-*
Does that count as the last "word"? ??? ;)
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I guess I'm a bad dealer now. A lady who bought an Envoy from us a year ago called and wanted us to come out, drain, clean, and refill her spa. I told her we'd be happy to do so for $100.
"I thought this thang had a five year warranty?"
"Yes ma'am, but that's not a warrantied issue."
"Well, it oughta be. And just think, I was fixin' to recommend ya'll to some friends."
"I appreciate it. And we'll be happy to come clean your spa, but it's going to take at least 2 hours and will cost $100."
"I think I need to talk to the owner."
"Here's his number. Good luck."
Terminator
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Try changing good luck to Have a nice day! ;)
I guess I'm a bad dealer now. A lady who bought an Envoy from us a year ago called and wanted us to come out, drain, clean, and refill her spa. I told her we'd be happy to do so for $100.
"I thought this thang had a five year warranty?"
"Yes ma'am, but that's not a warrantied issue."
"Well, it oughta be. And just think, I was fixin' to recommend ya'll to some friends."
"I appreciate it. And we'll be happy to come clean your spa, but it's going to take at least 2 hours and will cost $100."
"I think I need to talk to the owner."
"Here's his number. Good luck."
Terminator
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I should have added that I've already been out once before after we delivered the spa. She had screwed her water chemistry all up so I drove out to her house and spent some time going over everything again. She already got her freebie.
Terminator
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"I think I need to talk to the owner."
"Here's his number. Good luck."
Terminator
Yeah, and we all thought it was real cute that you gave her MY number.
Thanks a lot.
;)
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I should have added that I've already been out once before after we delivered the spa. She had screwed her water chemistry all up so I drove out to her house and spent some time going over everything again. She already got her freebie.
Terminator
Yeah, but when you were done did you help get her water cleared up. ;D
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Yeah, but when you were done did you help get her water cleared up. ;D
Yep! Now she just called back, said that whoever she talked to was rude to her. I was shocked and asked what he said.
"He said that ya'll are busy and don't have anyone available right now. I have a brown scumline (BaquaSpa) and I just don't know what to do. If I'd known ya'll weren't going to come clean my spa when I needed it, I just probably wouldn't have bought it."
So, I talked to her a bit, told her to drain it, and I'd come out this weekend and help her. That was fine with her. I don't have to LIKE it, but I just have to DO it.
Terminator
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I guess I'm a bad dealer now. A lady who bought an Envoy from us a year ago called and wanted us to come out, drain, clean, and refill her spa.
Sorry, TERM but that DON'T qualify...
Several years ago I was a suit working in City government (one of the reasons I needed a hot tub to begin with). One day a citizen called up complaining about our fire trucks. The man calling was complaining because the number "6" on Fire Engine 6 looked just like Mark Martin's "6" (for readers who don't know NASCAR, Mark Martin is a race car driver). He wanted to know who made the decision to use Mark Martin's "6" and why we weren't using another style like Jeff Gordon's.
I talked to this man for more than 10 minutes (I still have a recording of it), during which he got more and more pi$$ed off. Finally, he threatened to call the newspaper and "tell them all about it." When I provided him the name and direct telephone number of the reporter who covered public safety stories, he hung up on me.
There's nothing wrong with setting a REASONABLE standard and sticking to it. Besides, no matter how much you try, satisfying UNREASONABLE people will generally NEVER happen.
I thought the suggestion you made with regard to Salty_Ag's original post was reasonable and would have made him happy. Too bad you don't sell HS in Virginia, because Artesian would have had one less customer....
Drewski
8)
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So, I'll say it again...Dealers make the difference! ;)
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Hey Term, Is she good looking? ;D ;D
About 25 years ago I was working at a house that was gutted and being remodeled. I was installing a security system. Ironically, an old high school buddy was there putting in central air. He warned us how much of a beeyootch this lady was.
Apparently, she made him and his company replace the entire A/C unit because it had a 2" scratch on it. It was to be placed in the crawl space. :o :o
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Hey Term, Is she good looking? ;D ;D
(http://i20.photobucket.com/albums/b206/EastTexasSpa/1773a926.jpg)
I like her!
She and I have always gotten along fabulously. That's why I am not happy that she's not happy, so I'll take care of it.
Terminator
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Looks like the two of you go to the same barber.
;D ;D
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That's why I am not happy that she's not happy, so I'll take care of it.
[/quote]
I believe you'd take of a customer even if you didn't like them, no?
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I believe you'd take care of a customer even if you didn't like them, no?
Yep, one way or another. ;)
Terminator
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Yep, one way or another. ;)
Terminator
What a concept.
;)
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you should have told her that 5 year warranty meant that she shouldn't have to change the water for 5 years and if she did, it would void the warranty. ;D
I guess I'm a bad dealer now. A lady who bought an Envoy from us a year ago called and wanted us to come out, drain, clean, and refill her spa. I told her we'd be happy to do so for $100.
"I thought this thang had a five year warranty?"
"Yes ma'am, but that's not a warrantied issue."
"Well, it oughta be. And just think, I was fixin' to recommend ya'll to some friends."
"I appreciate it. And we'll be happy to come clean your spa, but it's going to take at least 2 hours and will cost $100."
"I think I need to talk to the owner."
"Here's his number. Good luck."
Terminator
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Sorry, TERM but that DON'T qualify...
Several years ago I was a suit working in City government (one of the reasons I needed a hot tub to begin with). One day a citizen called up complaining about our fire trucks. The man calling was complaining because the number "6" on Fire Engine 6 looked just like Mark Martin's "6" (for readers who don't know NASCAR, Mark Martin is a race car driver). He wanted to know who made the decision to use Mark Martin's "6" and why we weren't using another style like Jeff Gordon's.
I talked to this man for more than 10 minutes (I still have a recording of it), during which he got more and more pi$$ed off. Finally, he threatened to call the newspaper and "tell them all about it." When I provided him the name and direct telephone number of the reporter who covered public safety stories, he hung up on me.
There's nothing wrong with setting a REASONABLE standard and sticking to it. Besides, no matter how much you try, satisfying UNREASONABLE people will generally NEVER happen.
I thought the suggestion you made with regard to Salty_Ag's original post was reasonable and would have made him happy. Too bad you don't sell HS in Virginia, because Artesian would have had one less customer....
Drewski
8)
I think I heard this same recording on the Howard Stern radio show. ;D
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Not to try and 1-up you........ ;D
A buddy of mine who's an electrician got sued by a customer to rerun the romex wiring in a home addition. The compalint? The wiring wasn't running perfectly straight inside the walls........ You know the walls...... The ones covered with sheetrock.
Hey Term, Is she good looking? ;D ;D
About 25 years ago I was working at a house that was gutted and being remodeled. I was installing a security system. Ironically, an old high school buddy was there putting in central air. He warned us how much of a beeyootch this lady was.
Apparently, she made him and his company replace the entire A/C unit because it had a 2" scratch on it. It was to be placed in the crawl space. :o :o
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In high school working for and ice cream parlor, I had a customer return with his empty sundae cup. There was still some fudge on the bottom and demanded I give him more ice cream.
"Sir, it's not that I didn't give you too little ice cream, it's that i gave you extra fudge. Now please sit down, before my boss see's that and charges you extra for the fudge."
People are idoits (not your or I of course). It's how you react to them that makes the difference. Your reaction is really the only thing you have any contol over. If you find yourself fighting with a lot of customers, I'd say it might be time to look in the mirror and realize that what you have been doing has not been working very well.
Of course, some folks get caught up on being right, and that's why you see a lot of folks with missing noses and spited faces.
::)
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The Facts of Life :-
This is the story about four people named Everybody, Somebody, Anybody, and Nobody: There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it. Somebody got angry about that, because it was Everybody's job. Everybody thought that Anybody could do it, but Nobody realised that Everybody wouldn't do it. It ended up that Everybody blamed Somebody, when Nobody did what Anybody could of done.
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Hi everyone:
I'm new to this forum, and have found this series of post most tintilating. I would like to make a couple of observations. I realize that we may be only seeing or hearing one side of the story. Has the dealer involved come forward to make any statements? I know that in my life time, when I've made major purchases, whether they be furniture, automobile, carpeting, that sometimes things happen that are unexpected. And then it becomes a challenge to make things work out to a positive end. It seems to me that if an error occured in the ordering of the spa, there could have been any number of places where that occurred: on the original purchase order to the manufacturer, or thru the rep, or the ordering desk at the manufacturer. The dealer doesn't manufacture the product. They tried to solve the problem in a timely fashion, in what seems to be a reasonable way.
It's hard for me to understand why this situation has riled up so many people...and why so much frustration has been unleashed. It seems that the soon to be new owner of this spa is being patient, and although he is disappointed, he is working with his dealer towards the solution to this problem...and that's my 2cents worth..
sorry I'm not as flaboyant as East Texas...but, I'm a regular ol gal from the Midwest.
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oooh, and one other thing.....if East Texas makes house calls to fix a water problem at his customers' home, does he do windows??? I'd like to contract him to do my spring cleaning and a little landscaping....:)
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Well it looks like I got a certain few parties worked up a bit yesterday, I was a little fiesty when I made my comments, but when you are in retail shi. does happen, you deal with it, hopefully in a decent manner, but it can still be frustrating. If someone has suffered because of something I was at fault for, I will go above and beyond to rectify the problem, but sometimes a certain customer will just want something ridiculous, and you have to deal with that.
I have only ordered a wrong spa once, they wanted a Jade caspian, I ordered a blue one. We have to get the spa in the house, not easy, upon unwraping the mistake is discovered, it would take 3-4 weeks to get another so I gave them a Jade Siberian, a much larger spa worth about $1500 more. The guy is ecstatically happy. We send out follow up cards with a box of really good fudge, on the card he rated us low for the mistake. So you can't win them all.
I do care about my customers, if I did'nt I would'nt be so successfull. I don't think I have one unhappy spa customer, now above ground swimming pool customers, that's a differant story. I have lot's of them, and they are mostly pissed because the installers messed up, but it's still my fault.
On a lighter note, a happy 13 year old Classic HS owner came in to my store yesterday, telling me how he loved his spa so much, and it still had all the origional equipment in it, and he proudly shared with me the fact that he still had the origional FILTERS IN IT!! At this point I started to step away from him.
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Well it looks like I got a certain few parties worked up a bit yesterday, I was a little fiesty when I made my comments, but when you are in retail shi. does happen, you deal with it, hopefully in a decent manner, but it can still be frustrating. If someone has suffered because of something I was at fault for, I will go above and beyond to rectify the problem, but sometimes a certain customer will just want something ridiculous, and you have to deal with that.
I have only ordered a wrong spa once, they wanted a Jade caspian, I ordered a blue one. We have to get the spa in the house, not easy, upon unwraping the mistake is discovered, it would take 3-4 weeks to get another so I gave them a Jade Siberian, a much larger spa worth about $1500 more. The guy is ecstatically happy. We send out follow up cards with a box of really good fudge, on the card he rated us low for the mistake. So you can't win them all.
I do care about my customers, if I did'nt I would'nt be so successfull. I don't think I have one unhappy spa customer, now above ground swimming pool customers, that's a differant story. I have lot's of them, and they are mostly pissed because the installers messed up, but it's still my fault.
On a lighter note, a happy 13 year old Classic HS owner came in to my store yesterday, telling me how he loved his spa so much, and it still had all the origional equipment in it, and he proudly shared with me the fact that he still had the origional FILTERS IN IT!! At this point I started to step away from him.
Guzz, I'm confused. Why didn't you just tell your customer that "his boo-boo" wasn't an issue with you? This doesn't sound like the guzz of yesterday.
So confused. ;)
I've gotten the watklins fudge before. Mmmmmm.
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Guzz, I'm confused. Why didn't you just tell your customer that "his boo-boo" wasn't an issue with you? This doesn't sound like the guzz of yesterday.
So confused. ;)
I've gotten the watklins fudge before. Mmmmmm.
I did'nt make my comments yesterday, It was Sunday after a particular frustrating incident. I believe SOME people do expect too much. Why is it some customers will pay you what you are asking for, while others have to have something for nothing to make them feel better.
I have some leeway to go but we all have our bottom line.
So you end up asking more for your product so you can come down and satisfy their lust for getting one over on you.
If a customer comes in and does'nt haggle, I give them lots of freebies for making my life easier. The ones that haggle get nothing. I guess I'm just an ass. but it makes me feel better.
There, is that more like me on Sunday!!
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(http://i20.photobucket.com/albums/b206/EastTexasSpa/DSC00437.jpg)
Guzz is as warm and cuddly as they come. I speak from experience.
As far as you Ms. beautibrains, welcome to the forum! Regarding my willingness to do windows, only if it involves throwing rocks or peeping in them to gather pertinent information for my dossiers. :)
How about posting a pic for yours?
Terminator
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oooh, and one other thing.....if East Texas makes house calls to fix a water problem at his customers' home, does he do windows??? I'd like to contract him to do my spring cleaning and a little landscaping....:)
I hear he does that in a French maid's outfit (I doubt he'll post that photo)!!
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That's cuz there aint nuthin come outta texas cept steers and queers, I believe I've said this a time or two and I don't see no horns on that boy. Cides Ms. Beautinbrains, I live much closer ;)
I hear he does that in a French maid's outfit (I doubt he'll post that photo)!!
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Oh, and don't let that pic ol' term photoshoped up o' me an that other good ol' boy on the hot tub fool ya neither. That's jist his way of expressin his desires ;)
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Damn, Terminator, that sounds like fightin words. These guys really are hammerin you. Are they jealous?
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I'd kinda hate to see you guys do any kinda duelin'....at sunrise....over a woman's honor.....
I've seen your cache of weapons....and there was some nasty ol laser powered sharkie......
cuz....things could get kinda tame around here if ol'terminator were to suddenly and mysteriously disappear...
in the meanswhile...what ever happened to the original thoughts on this thread?
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I still have not heard from my dealer since the incident occured. I can only hope that the order has been placed and that I will see the tub we ordered in a few weeks. If I received a phone call and an apology I would be thrilled. A progress report or more definitve timeline would go a long way too.
There have been no offers of a loaner spa, spa upgrades, accessories, chemicals, etc. and I haven't asked for anything. I would hope that if she is the one that made the mistake she will do whatever she can to speed things up. I know she has no control over the factory. I'll keep posting as things progress.
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I got the impression from his first post that he wasn't "happy."
Hi everyone:
I'm new to this forum, and have found this series of post most tintilating. I would like to make a couple of observations. I realize that we may be only seeing or hearing one side of the story. Has the dealer involved come forward to make any statements? I know that in my life time, when I've made major purchases, whether they be furniture, automobile, carpeting, that sometimes things happen that are unexpected. And then it becomes a challenge to make things work out to a positive end. It seems to me that if an error occured in the ordering of the spa, there could have been any number of places where that occurred: on the original purchase order to the manufacturer, or thru the rep, or the ordering desk at the manufacturer. The dealer doesn't manufacture the product. They tried to solve the problem in a timely fashion, in what seems to be a reasonable way.
It's hard for me to understand why this situation has riled up so many people...and why so much frustration has been unleashed. It seems that the soon to be new owner of this spa is being patient, and although he is disappointed, he is working with his dealer towards the solution to this problem...and that's my 2cents worth..
sorry I'm not as flaboyant as East Texas...but, I'm a regular ol gal from the Midwest.
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I still have not heard from my dealer since the incident occured. I can only hope that the order has been placed and that I will see the tub we ordered in a few weeks. If I received a phone call and an apology I would be thrilled. A progress report or more definitve timeline would go a long way too.
There have been no offers of a loaner spa, spa upgrades, accessories, chemicals, etc. and I haven't asked for anything. I would hope that if she is the one that made the mistake she will do whatever she can to speed things up. I know she has no control over the factory. I'll keep posting as things progress.
Salty,
I agree with you. All you want is to be reasured things are being handled and that the dealer is on top of things. I think this makes a big difference in customer satisfaction and is not asking too much to have the dealer let you know what's going on. I hate when salesfolk act like they are doing you a favor by comuunicating with you.
I had a problem with custom curtains being installed. I asked to be kept in the loop for total costs and dellievery date (yea, how horrible for me to ask them to tell me the actual total price and when they are going to install them). They acted liked I was being unreasonable.
My pool is being installed. They guy moved me ahead on the install list and called me last night to tell me I'd have it all installed today. (Great!) The guys show up and tell me they are only removing the old pool today and the rest of the job will be done "later". I was suprised and they gave me "hey, we are doing you a favor by being here early."
Arrrrgh. I called the owner and told him I was thrilled to be installed ahead of schedule, but I need to be aware of what's going on. I took the entrie day off today based on what he said. Now these guys leave after 1 hour. I'm now back at the office scrambling to re-schedule meetings that were cancelled. I hope next time he tells me what he's doing, he does it.
WTF? throw me a frikin bone here people. I'm the boss. need to know info....the 4-1-1.
(http://i77.photobucket.com/albums/j61/GodlikeMoron/dr_evil_pinky.jpg)
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I'd kinda hate to see you guys do any kinda duelin'....at sunrise....over a woman's honor.....
I've seen your cache of weapons....and there was some nasty ol laser powered sharkie......
cuz....things could get kinda tame around here if ol'terminator were to suddenly and mysteriously disappear...
in the meanswhile...what ever happened to the original thoughts on this thread?
If Terminator were to disappear, I'm still here with my own cache of kitty weapons!