HELP,, Heater has stopped working

[tvaughan]

My heater stopped working on the 4th of Jan.  I've contacted my dealer (Hot Springs, never again) and they say they are just too busy to get here to help me out.  It's still under warranty.  The dealer has just advised me to not drain the tub but to just keep the 30am breaker off and says the circulation pump will keep the tub from freezing.  It's suppose to be 24f degrees tonight and for the next 3 or 4 days.  I'm really starting to worry about the tub freezing up.   It's a 2004 Hotsprings Grandee.

There are no lights flashing,the breakers have not poped.  The heater is just not working.  The water was at temp on the 2nd our last use.  We went to use the tub the afternoon of the 4th and found that the heater was not working.

I can't even tell if the circulation pump is working.  Is there any  easy way to check the circulation pump out.  It's about 31f out side now.

I've called the dealer again today and they still say they can't get to me.  It's 35 miles away.

I'll never purchase a HotSprings product again.   A warranty is no good if the dealers will not honor it.

[Chad]

Is the whole tub shut down or is it just the heater? If it's the latter, I would run the pumps as much as possible. They will give off some heat and moving the water around will help a little too.

[hottubdan]

Do you have bubbles coming off the floor?

Have you tried resetting?

Which lights are blinking?

Once again we see the importance of the dealer.

[tvaughan]

Do you have bubbles coming off the floor?
 
Have you tried resetting?
 
Which lights are blinking?
 
Once again we see the importance of the dealer.  

   Nope,, no bubbles that I can see..
   Yes I've reset.... This happened on the 4th of Jan.
   There are no lights blinking.   The Heater is just not working...
   The breakers never cut off.  
   The filters are clean.   The water was at temp on the 2nd. Last Time  Used.   When going to get in the tub on the 4th.  Heater was not working.

   yep... I've been very happy with the tub for 3years now.   The Dealer has been a problem since the week after I gave them the Second half of the purchase price.   Oh well,, I knew I should have gone with another brand..

[Richs100]

Where are you located?

Free advice from a lawyer?  I would fax them a letter briefly outlining what is gone on,  (IE:  heater out on the 4th.  1st call to dealer on 5th, etc)  and request they expedite their service call due to it being the middle of the winter.  In the alternative, ask that they arrange for an external heater to protect the tub until they can repair it.   I've never seen one, but I hear they exist.  

Generally, I have found that once a problem is put in writing, it gets much more attention than before.  Worth a try.  And I really think they have had more than enough time to arrange their schedule to take care of emergency situations like yours.  You might also want to contact Hot Spring corporate and discuss their assigning your repair work to another dealer in the area.  So sad.    

[tvaughan]

Thanks.. That's a good suggestion.  I did contact Hotsprings customer service this afternoon.  There hasn't been a reply except for the email saying that my request for service was being processed.  

I'll fax the dealer right now.

Thanks..

[hottubdan]

And you can phone Hot Spring customer service @ 1 800 999 HOTT.

[PotomacG]

Didn't someone on this forum recently mention a "Bucket Heater"?

I would have one FedExed if I were you.  

And as HTD just mentioned above, I would call Watkins directly and see what they are willing to do.

[Zep]

Is this your first problem?

How has the dealer been up to now?

If the dealer has always been responsive in the past
then it may just mean they are "swamped" this week.

Also e-mail the dealer.

Later they could claim they never got the fax, but if you can get them to
respond to an e-mail then you would have dated documented proof [/u]
of your problem and their response.

Also a letter via certified mail is good too.....but IMO e-mail is best.

Let us know how it turns out.

Good luck......(I bet HS will come through for you)

[wmccall]

Is this your dealer?

Syracuse Pool Center, Inc.
 
Address:
 6176 South Bay Road
Cicero, NY 13039
 
Phone:
 315-699-5211
 

[wmccall]

Is this your first problem?

How has the dealer been up to now?

If the dealer has always been responsive in the past
then it may just mean they are "swamped" this week.

True, but heater problems in winter weather/locations should be top priority.

[wmccall]

What's up with the HS website?  This morning, it makes me put in all my info just to go anywhere else on their site. I hate that!

[drewstar]

 .... Oh well,, I knew I should have gone with another brand..

Sounds like a dealer issue, not a brand issue.  No?

[Tatooed_Lady]

you've been happy with the tub (brand), but the dealer's a moron....sounds like the brand's not the issue, just the area rep....
I'm along on the "get a hold of the manufacturer" and "email the dealer" train....if you email the dealer and they send you an excuse back, you can forward that to watkins...maybe that'll be enough to light the fire?
Good luck!!

[Brewman]

You might consider getting a stock tank heater or something similar that you can put into your water if you're worried about freezing before you can get the heater repaired.
  I don't think they cost too much, should run off 120V, and might let you get some sleep.
 Living in the freeze belt, I certainly consider a non heating spa in January to be a priority.
  Prime example of how a the image and reputation of a perfectly good product can be tarnished by a bad dealer.