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My dealer is has been closed for two days now. I am having a problem with my brand new spa!!! The jets don’t stay on. My jet 1 is suppose to have 2 speeds and it is only giving me 1 speed. I called Artesian Spas. What a joke!!! No customer service!!!! They won’t even talk to me!!!! What kind of company is that. They say they don’t have that department, but my dealer can get that department? So they lie to me now!!!Anyone experience this type of poor customer service from Artesian or with your spa company???
Quote from: Mjerila on June 29, 2020, 03:43:05 pmMy dealer is has been closed for two days now. I am having a problem with my brand new spa!!! The jets don’t stay on. My jet 1 is suppose to have 2 speeds and it is only giving me 1 speed. I called Artesian Spas. What a joke!!! No customer service!!!! They won’t even talk to me!!!! What kind of company is that. They say they don’t have that department, but my dealer can get that department? So they lie to me now!!!Anyone experience this type of poor customer service from Artesian or with your spa company???Horrible customer service? Good God look around you. The hot tub and pool industry can't keep up with unbelievable unanticipated demand because of cacooning caused by COVID but it has to be all about your two day wait for service while they are closed.Your dealer is your primary point of contact. Talk to them. If you're losing your s**t over a two day closure when there's a pandemic all around you - especially if you live in the United States of COVID Revival, I wouldn't want to be that dealer who has to take your call.Artesian is a great brand. You will get taken care of. Stop over reacting, jumping to knee-jerk conclusions and chill out. Holy crap.
Customer Service is about helping customers with issues/problems when there is a problem or issue. I’m new to this spa world and just spent a year saving up $8K to buy something. I have expectations when it comes to Customer Service. I’m sorry you don’t. Maybe you $8K isn’t a big deal to you. I’m a Disabled Vet with a fixed income. This was a difficult to achieve, but needed to do this so I can get therapy at home.When I go to use my spa for the first time, it is alarming when I have a problem, no manual, my retailer isn’t available and nothing seems to be going right. I find a website and attempt to register my spa, but can’t get down to the ground to read the S/N. Had to call a neighbor to take a picture of it. Then their website kept telling me the S/N and Model# don’t match. Thinking what the heck is going on and no one to talk to.I find a phone number and call the manufacturer and they don’t want to help me and even told me they have that department that can help, but only Dealers can get help from them and I have to call my dealer! I tried to explain the story and that my Dealer is closed, etc, but not willing to help at all. They hung up on me even. Then when I called back, I was told they will not help and only the dealer can get there help. Calling back a few times, they finally connected me to the nexessary department. They explained that they do help customers directly, not a regular basis, but like in my case they will help, because the dealer was closed. He listened and solves my problem. Explained that new spas have timers on the spas that turn off after 15-30 mins based upon the manufacturer. Okay, easy fix. Jets use was confusing, kinda explained how that works and I was explained they don’t have manuals (hard copies) and He emailed me an electronic version. The Manager explained to me that the receptionist should have know, because she worked in that department prior.So, if you don’t have expectations for customer service, go for you. I bet somewhere in your past or in your future will understand. If not, that is fine too. I’m glad you didn’t sell me the spa. Cause I probably would have gone somewhere else and they would have made my money and not you. So we are in agreement that neither of us will ever need to work together. You’re probably one of those agents who give poor customer service. Now that we are seeing eye-to-eye. Have a great day and I wish you great success in whatever it is you do!!! Thank you for the response and your candor response.
Good analogy above. When I had a problem with my washing machine, I didn't call LG. I called the place that I bought it from. If they were closed, I would have been slightly annoyed. When I had an issue with my car, I didn't call Volkswagen. I waited until my dealer was open and called them. As a manufacturer, Artesian is not set up to deal directly with the public. That said, I wish they would do a better job of accommodating these types of situations and they should have just tried to help you. It's one of my few complaints about Artesian. Otherwise, they are a fantastic company that builds great hot tubs.Best part about all of this is that there wasn't even a problem lol.