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Greybeard (Tom) tried to help, but I'm not sure that even his calls to the warranty dept were returned.
So a while back I posted that I had a bad pump, with a leak, and I was very sadly TUBLESS for the last month sorting all this out. The complicating factor in my case is that the jacka$$ who sold me the tub then left Arctic (after assuring me that I could expect him to stay around), so I have no local support. The next closest dealer is GREAT, but limited to coming to my area only once monthly. When this first happened, I could not bear the idea of a month without a tub, so with HottubDan and Greybeard's help, I tried to get Arctic to let a non-Arctic local service person take care of it, to avoid a month's delay. Contacting the warranty dept, my first 2 phone calls were not returned, the third call seemed to go well, but the rep never sent the needed part out here (She claimed that she "wasn't sure" she should send it. Wouldn't you clarify something you "weren't sure" about, rather than leave a customer stranded??) Both Dan and I thought that things were moving along for a WEEK before I called to ask where the part was.....So at the point I was over two weeks into tublessness, with no end in sight. Yet another call, and another week or so of waiting for an answer. I never did hear back from them.....Well, by this time the no-so-local Arctic dealer was able to get down here. He was quick to let me know when they could be here, right on time, thorough, and most important, LEFT ME WITH A WORKING TUB! So cudos to Heavenly Times, Reno!. The problem is, that I dont think Arctic is giving them appropriate support for taking care of warranty issues so far from their home base. I'm sure they would have been willing to come sooner if Arctic would compensate them. As it is, they have to lump several jobs into one trip to take care of customers without a local dealer here. As a company, I think Arctic's responsibility to customers MUST extend to dealers who take over service in non-local areas. In limiting how well they compensate this dealer, they limit *my* service as well, and that really peeved me, especially with all the poor communication.So overall, I think that Arctic as a company has sort of let me and Heavenly Times down, but I have been very impressed by individuals stepping up to *try* to make things right. Greybeard (Tom) tried to help, but I'm not sure that even his calls to the warranty dept were returned. I dont think I should have had to make 5 calls to warranty, had promises made that were never fulfilled, and had to wait a MONTH for my tub to be back in working order. I'm super happy with the service that I finally received, but that compliment goes to individuals in Reno (Mike and Eric), not to the warranty dept of the company who should really be looking out for me.I'm not sure what my next step is.....I feel like writing to Arctic to complain is sort of useless, as every call that I made to warranty resulted in empty promises, and friendly gestures that resulted in nothing. I know Tom reads here- and he has always been an excellent listener....I'm sure he'll try to pass this on, but I'm pretty cynical at this point about anyone else listening or changing things. My thanks again to Dan, and his tech Steve, who spent a bit of time on the phone with Arctic's warranty dept, prepping for a trip to my house, only to never actually do a service call. And of course also to Tom for listening, and Mike for FIXING MY TUB!!!!!!!!!!
Do a search. you will find more of this
Anne, I am happy that your spa is fixed, and your dealer and his staff deserve every compliment you have given.For all of the members who have commented, know that I value your contributions.I am embarrassed to report that a piece of software I use was not cc'ing the warranty department as I thought it was. The IT department calls that "user error". It is certainly not our policy to have customer calls ignored or put off! Feedback like this helps us to recognize problems that we weren't aware of (my difficulty with the software is a personal example!). But once a problem is identified and the causes understood, we can work towards effective solutions.This situation has been reviewed by one of our owners and steps are being taken to Improve and correct communications between departmentsImprove documentation and tracking of customer issuesEnsure that the Warranty Department is more responsive
Anne, I am happy that your spa is fixed, and your dealer and his staff deserve every compliment you have given.[/list]
That is a little disingenuous..... Anne's situation is just the tip of the iceberg. And, of all manufacturers, one would think Arctic should be able to handle an iceberg.
But once a problem is identified and the causes understood, we can work towards effective solutions.This situation has been reviewed by one of our owners and steps are being taken to Improve and correct communications between departmentsImprove documentation and tracking of customer issuesEnsure that the Warranty Department is more responsive