Hot Tub Forum
Original => Hot Tub Forum => Topic started by: aaahhh on August 12, 2004, 02:23:14 am
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First of all I am not a dealer or am I in the HOT TUB industry. I am an Insurance Agent.
I am new to the world of Hot Tubs. And I realize how important my dealer is to me. I know there are people surfing the web for site's like this one that helped me purchase my 2004 Marquis Euphoria.
I think this could be an excellent topic for those new shoppers and bargan hunters to stop and think. Not so much what brand they are buying but whom they are buying from. I am also positive there will be some great advice given hear and also horror stories some of us may be willing to share.
In my experiance of shopping I went through all of the frustraightion as I have read over and over again.
The jerky salesman yada, yada, yada. How bad can I beat up the dealer for the lowest price. Yawn!
What I want to bring to the surface for the new buyer is.
Here is my experiance and this is how my dealer helps me. Here is why I will buy again from my dealer again because. This is why you buy from a reputal dealer and not the big wearhouse club stores ect, ect.
See one thing in life I am correct about. You can't buy life experiance. But it sure is helpful if someone experianced can send you down the right path.
I am not trying to beat up on the club stores, or mail order houses or, the big home improvement centers.
I just want people to stop and think about who they are laying down there hard earned cash with. Not the cool looking waterfall, or neat sterio, and Oh that pearl finish is so beautiful. Because when you have trouble none of that will mean anything.
If you have a bad dealer or no dealer you have problems. If you have a good dealer and a quality tub
life is good.
So let's have at it and allow someone elso to learn from our experiance. It is the best teacher is it not? ;D
If I spelled a word or two wrong sorry but it is 1:17 a.m. and I am going to bed.
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Hello and Congratulations...enjoy your new spa.... :D
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I am fortunate enough to live in a town that has both a Sundance and Hotsprings dealer. Both have excellent reputations, are family owned and operated and both have been in business for 20 plus years. I feel these are important things to look for when you are making this purchase.
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Seriously, why is the dealer soooo important as some suggest? (Dealers make us consumers believe this! Wonder why?) Any HS, SD, etc dealer will service you. If the local dealer goes bust and you have quality tub, more then likely a new dealer of that same manuf will open up. And that new dealer will service you.
I really do not think # of years in the business equates to any benefit to the consumer. If the local HS dealer who has been in business for 100 years closes shop and you have a HS spa, I am sure another HS dealer will open up. It is a quality spa and demand will entice someone to open shop. If not, there are other HS dealers who would jump for your business!
I would like to hear a discussion about this. For certain few, please dont bother discussing if you are going to be childish and sarcastic!
D/C
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D/C,
My experience is that dealers work together to keep the system going. One Sundance dealer refused to sell to me because I was in another Sundance dealer's back yard. Is that legal? Absolutely. Is that frustrating? Absolutely!
Part of their reasoning is that "we have to service spas that we sell". I'm sure that was maybe 40% of the real reason.
I put an e-mail in to HS and asked if *any* HS dealer can service a tub. The warranty specifically states that you must contact *your* dealer, although they never define what "your" means. It is implied, however, that your dealer is the dealer from which you purchased the tub.
If HS wants you to use the purchasing dealer, then having a good dealer is important because you want to be able to evaluate their techs, how efficient their operation is, what parts they keep in stock, how long does it take them to turn around a service call, etc...
Unrelated story, but my car is a BMW which I mention only to point out how expensive and frustrating repairs are on such a car. For the 3.7 seconds that it was under warranty I could go to my choice of dealers for repair work.
Of the 5 BMW dealers in my area 2 were, in my opinion, crooks. Fortunately from some other boards and word of mouth I was able to avoid one and leave the other.
Short version of the story:
I was informed, after taking my car in for an oil change, that I must have hit a bump or something and needed to replace a wheel. Cost to replace a wheel? $1000.00. joy. Oh, and every nanosecond I drove my car it was a danger. Oh, yeah, and it isn't covered by the warranty.
I said "I'll put in an insurance claim" fax me an estimate. I'd rather pay a $200 deductable! I never heard back from them. I took it to another dealer, and suddenly, no wheel problems! Imagine that!
That crooked dealer was the dealer I bought my car from. Best price on the car by far and I'm sure they were trying to make up for it on the back end.
Now, imagine if BMW said that you *needed* to stick with the purchasing dealer to have warranty service, and such dealers were spaced 50 miles apart. Then the dealer sure as *heck* would have factored into *my* decision!
-Ed
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If the local HS dealer who has been in business for 100 years closes shop...
Ya know, I never got this. One dealer proudly stated that he has been in his self-run business for 35 years. He looked like he was in his 60's. he said it proudly as in "I'll be around to service you for the next 35 years".
No, he won't. He looked like he was 30 minutes from retirement. It was his business, and I wondered if anyone would pick up the salck when he retired.
I liken that ti picking a doctor. I'm not going to pick a doctor who is in his late 50's, nor will I pick a doctor who is 22.
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just random thoughts to bump up my post count.
-Ed
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Thanks Ed!
Sorry to hear about your bimmer!
You should be able to buy from any HS, SD, etc dealer. I think dealers say that just to create their monopolies. I looked at the SD warranty and no where does it say that I must go to where I purchased for servicing. It's a scam!
Some people on this forum say that their dealers give them free trip charges etc. I learned last week from talking to a SD dealer out of state that dealers usually add 500+ to the price for future service! I would rather pay as I need service knowing that I bought a NEW spa and shouldnt need service for a quite a while.
Anyway, I know I have spent alot of time searching but I am learning a little each day tricks/gimmicks that dealers play.
Enough said on my soap box.
Thanks Ed...
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This is my first post on the wonderful forum, having lurked for a while, I have purchased a spa! Yeah!!!!
I must say that aaahhh has hit the nail right square on the head. The dealer can be one of the most important pieces to this crazy hot tub puzzle.
I looked at a number of tubs in my area and quickly discounted a few of the dealers (and brands unfortunately) because I felt the dealer would never be able to do the job that I would expect of them.
I have purchased a 2004 HS Vista this week and I know that I paid more for my tub than most on this forum have paid. Where I live in NY, we have a small number of spa dealers, and the ones that are around, most of them are pool and spa dealers and only one that is local is exclusive to spas, the HS/Caldera dealer. I choose the HS spa because I liked it very much, know that Watkins will stand behind it, but the dealer is the key to happily owning it for the next 10+ years. I could have driven an extra hour + to the next HS dealer to get the price down to the level that most pay here, but that dealer is involved in pools as well, is too far for me to bring my water samples, too far for me to go and buy chemicals, too far to stop and in talk about my spa, good luck getting his techs to come to me once pool opening season starts, etc....... What I liked about my dealer is they own 3 stores, are exclusive to spas, have been in business for over 30 years and are family owned.
Now Dazed seems to think that this doesn't matter. I say he is wrong. If a dealer goes out of business D&C thinks that a new dealer will just come in or an existing dealer will reach out and everything will be just fine. What if the new dealer hires inexperienced repair techs, what if the new dealer has no clue on how to schedule and plan service calls and the routing that the techs should take to make them more efficient, what if the new dealer is clueless about the spas he is selling, has no clue how to diagnose over the phone, etc..... Staying in business for an extended period of time speaks volumes about a dealer and his ability to keep his commitments to his customers for the long haul. Who wants a fly by night dealer promising you that he will take care of you. I know I don't. How do you know that the other dealers will instantly come to your rescue if your dealer goes out of business? The dealer that is over an hour from me, might not be so willing to start sending his techs down to me on emergency calls if he has his own anxious customers that are closer to him that need emergency service.
Yes the dealer is important, and low-balling and squeezing every dollar from your dealer might not be in the best interest of all parties involved. In my business, my best customers are the ones that understand that I have to make a profit if I am going to be there to service them in the future. You get what you pay for!
.02¢ from the newbie! 8)
Jonathan
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Jonathan,
I am assuming that the new dealer would be competent. Its survival of the fitest. If he goes out of business, fine another will open and do business.
As someone else posted, you can take your water sample, buy chemicals, etc at ANY dealer regardless if its SD, HS, etc. Not to pick on you or any specific for that matter, but it both sickens and angers me when I hear dealers trying to brainwash people by saying YOU mUST COME to me! Gag! This is the 21st century! Hello!
To address your technician quality question - Spa technicians are a dime a dozen. Really! Anyone who can obtain training from the manufacturer or technical school can fix spas. It's not rocket science.
Again, I am not picking on you. IN general I wish the general spa buying public would smarten and possibly end the silly games/tactics dealers play.
D/C
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Congratulations to both of you who have purchased!
May you always have hot, bubbly water!!!
Enjoy Spatopia with the rest of us!!!
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Customers dont understand how expensive it is to sell spas. Spa X costs dealer 4500. Now he has to transport it, thats another couple of hundred bucks. Cover - figure 150-200, steps - 60-100. So lets say its at 4910. Dont forget his overhead (rent, electricity, heat, insurance, workmens comp, security alarms, you name it. All of that figures in.
Now, how many dealers would be in business if they sold the spa to folks at 10% markup? NONE! Ive tried to help a friend buy a spa for over a year, but he refuses to pay anymore than 10% over invoice. Not one dealer has accepted his offer. Now, he could go and buy a cheap spa from the warehouse clubs etc but he wants name brand products at below bargain basement pricing.
If you dont think spa X is worth the 7-8k a dealer is asking, then make them an offer. Whats the worse they tell you? no ? Either find a happy medium that the two can agree on, or find a cheaper tub. That simple.
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Customers dont understand alarms, you name it. All of that figures in.
Now, how many dealers would be in business if they sold the spa to folks at 10% markup? NONE! Ive tried to help a friend buy a spa for over a year, but he refuses to pay anymore than 10% over invoice. Not one dealer has accepted his offer.
Well said!
I think the dealer has a very important role in your purchase as with our case the Top brand dealers are less than desirable and unfortunately that has elimnated them from our consideration.
I look at the whole haggling over price issue as pretty mundane and pointless IMO. I really couldn't care less about the price I paid when I am soaking in my tub!! :D
I for one would rather get what I paid for in customer service and quality brand and spend the money NOW upfront where I know the cost then get nit picked to death later because of shady maintenance or inferior workmanship!
I am not in sales so please don't get the wrong idea. But if I was selling my car say for 45,000 and it was flawless and well taken care of and a good price and someone came along and said. I REFUSE to pay 45k I'll give you 39K and not a penny more at that point with that attitude I would wish them well even if I was prepared to sell it for 35K! It is an insult to me and the time and effort I put into the product for you to downgrade it IMO and wouldn't be appreciated by the new owner like it was by me. That to me says it all; if you want quality spend the money if you want junk spend a little money and spend the rest of your life paying for it in the END!!! :o :o
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D/C--The general spa buying public has one thing in common...WE bought spas!!! Who's sitting in their hot tubs at night with relaxing music, maybe a bottle of wine and whos spending time obsessing. Nows who's smart?
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My original mail and hot spring reply is attached at the end of this message.
Sounds like *only* the selling dealer is *required* to service the spa and others can choose to service if they want to.
So even if I had a personality problem with my selling dealer watkins would "force" me to go there for repair unless another HS dealer took me as a charity case (i.e. said "we'll do it but charge you reasonable travel time", which they can do, even for warranty work).
Given that Sundance won't even sell into another Sundance's territory I take it this attitude is pretty widespread in the industry.
-Ed
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Dear Mr. Birrane,
Thank you for writing to Watkins with your spa concerns.
I'm glad to hear that you are happy with your Hot Spring dealer.
The selling dealer is responsible and contracted to provide service on the spas that they sell. If another authorized Hot Spring dealer chooses to service the spa we have no problem with that. They would just turn in a claim to Watkins as they would for the spas that they sell.
If a dealer closes shop or is terminated by Watkins, the next closest dealer would be expected to service the spa if necessary.
As far as long lead times or personality conflicts go, that would be for you and your dealer to work out. Each dealer has their own service department/provider. They are all privately owned and operated (not a
franchise) so we cannot dictate their store policies to them.
Best regards,
Cheri Smith, Customer Service Representative
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[edited personal info out]
Description of problem or inquiry:
I have a hypothetical warranty question.
While I am *very* happy with my HS dealer, if I were to require warranty work to be done on my HS tub could *any* HS dealer service this tub or does it have to be the specific dealer that I purchased from?
Things that might make me look to another dealer would be:
1) Original dealer closes shop
2) Too long to schedule an appointment
3) previous bad experience with techs
Again, very happy with my dealer, this is a hypothetical, but one that I would very much like answered.
-Ed
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As we can see from Watkins' response......Other hot spring dealers are NOT obligated to service spas that didn't sell, they CAN service spas that they didn't sell if they choose to. Here's a senario (I Know it's a stretch):
D & C BUYS his cameo, from a dealer 4 hrs away. 2 months into ownership of his spa, egads!!!!!!!!!!!! he needs a service call. He calls the LOCAL sundance dealer, he promptly tells him, we'd love to service your spa....BUT.............we as a business feel that OUR customers who CHOSE to buy from us come FIRST. :o What a concept........a dealer taking care of THEIR customers!!!!!!! :o So D & C has to wait.....three days pass, and still no service tech has arrived. So D & C gets a little angry b/c now he can't use his cameo. So he calls the LOCAL sundance dealer AGAIN, this time he's not so courteous and DEMANDS that they service his tub. Well the local dealer decides that since D & C CHOSE NOT to buy from them, and ultimately wasted his/her salespeoples time, that they will NOT do business with D & C. So D & C calls the next closest dealer and so on and so forth............
I know it's hypothetical...............but it does happen. We've sold spas to customers out of our territory and even out of state due to the fiars and shows we do. We Service EVERY spa that will sell, no matter where that spa owner lives. NOW, if someone chooses to buy our brand of spa from another dealer outsideof our territory, WE DO NOT service their spas. Why??? Because those customers who chose to buy their spa from us COME FIRST, and WILL ALWAYS come first. Now d & C has a good point in that customers can buy their spa care products and have their water tested at any dealer, no matter what brand they sell. believe me, I know, b/c we get disatisfied customers from our competitors ALL the time. And they all say the same thing..................we should have bought our spa from you guys.
We also sell pools as well. BUT our spa technician only works on spas, we have seperate service techs for our pools. And BTW, spa techs are not a dime a dozen. years of experience and knowing how to deal with customers such as D & C is a priceless comodity in a spa tech, and those that can are not easy to find. Yes techs can be trained.........but not everyone is able to deal with the public, especially when the public is spitting nails at you b/c they've had a bad day and now their spa doesn't work.
Ok my rant is done.
Jason,
Store manager for a D-1, Caldera and Hawkeye dealer
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Jonathan,
I am assuming that the new dealer would be competent. Its survival of the fitest. If he goes out of business, fine another will open and do business.
With a major brand, you are probably right. However, there will always be a learning curve involved with a new business. Yes, the new guy on the block will probably repair your hot tub to the best of their ability, but are you going to be happy if it takes two - four weeks for a repair?
As someone else posted, you can take your water sample, buy chemicals, etc at ANY dealer regardless if its SD, HS, etc. Not to pick on you or any specific for that matter, but it both sickens and angers me when I hear dealers trying to brainwash people by saying YOU mUST COME to me! Gag! This is the 21st century! Hello!
I agree completely. Any dealer who feels that you MUST buy product from them soley because that is where you bought your hot tub is completely unrealistic. At the same time, whether fair or not, the more loyal the customer is, typically the better, friendlier, and faster the service. Hot tub dealers and their staff are human too! Treat them well, and they will treat you well. However, that works both ways; if they treat you well, you should treat them well in return.
To address your technician quality question - Spa technicians are a dime a dozen. Really! Anyone who can obtain training from the manufacturer or technical school can fix spas. It's not rocket science.
I will answer this one with a question: Would you rather your hot tub, which is under warranty, to be fixed in one day, one week, or one month? Either way it is COVERED under warranty, but if you have to wait a month to use your tub again, I doubt you will be happy about it.
Again, I am not picking on you. IN general I wish the general spa buying public would smarten and possibly end the silly games/tactics dealers play.
D/C
Again I (partially) agree. SOME, and I repeat SOME dealers do play games with their customers. However, there are also some very honest dealers out there as well. This may come as a shock, but speaking as one, it is entirely true.
On a lighter note, friends and family call me too honest. When asked "Does this make me look fat?" - I am willing to answer "Yes a little," which is often follwed by a night on the couch. :) If you didn't think it did, you wouldn't ask the question. - This applies to both men and women!
Joe
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Thanks Lori, I am waiting with much anticipation for my new stress reliever!
D&C,
I am in an IT related job and can tell you that my 20 years experienceand knowledge in the IT industry far outweighs anything any new graduate from the local PC repair school has to offer. I can diagnose a problem over the phone in 3 minutes after a local tech struggles for hours with it.
Experience does count for something in my book, with IT , with law, with tax accounting, and probably with hot tub repair.
Again my newbie .02¢!
Jonathan
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... not very.
To me, you choose a brand and a tub, not a dealer. Oh yes, there was a brand I was very interested in purchasing but had to rule out purchasing because the dealer was uh... let me just say not the best person on earth. Unfortunately the best dealer in my area whom I thought was great didn't sell a brand that worked for me. The remaining dealers that sold brands that I was interested in made no good impression - thereby leaving me to choose between "the lesser of the evils" if I were to choose based on Dealer.
As I see it, the dealer's importance is that they are in business, give you a fair deal and deliver the tub that you buy satisfactorily. If you purchase from a one of the bigger known brands everyone talks about here and you have a legitamate issue with your dealer after your purchase, you have the manufacturer to lean on to take care of you.
When shopping among dealers Brand is important!
A good dealer can be a great benefit, but if he doesn't sell the tub I want it just doesn't matter.
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I am amazed that no one has mentioned the concept of "Value-Added". When I was shopping for our new tub, the dealer was a BIG part of my decision. Here is why:
1. The local dealer has an inventory and can provide the all important wet tests.
2. The local dealer offers advice and knowledge to help the consumer to make the best choice based on their needs. This was especially important to me because I knew bupkis about hot tubs when the buying process started.
3. The local dealer delivers and sets up the tub. He can also provide a referal to a qualified electrician, will know the codes, can assist with information about the foundation etc., etc., etc.. All of these items can make the difference between a happy experience and a total mess.
4. The local dealer provides after sales support, answers questions, does water analysis, sells chemicals, offers accessories that the consumer can hold and touch before making a decision.
5. If needed, the dealer provides service support, warranty or otherwise.
6. Given two dealers, one local who provides all of the above, and one further away who has no investment in the sale to me, which one would I chose? The local guy. Price is not as important to me as service.
With all that said, if someone else does not value the service that a local dealer can provide, and if price is more important, then it is their perogative to go for the low price. That is called free enterprise. That is why the worst retailer in the country is also the most successful: WalMart. People dumb enough to buy on price alone go there. They can have it. Service? What service?
Me? I'll pay a premium and not worry about it as long as the service is there to justify that premium. You pays yer money and you takes yer choice. If you want good treatment, attention to detail, courtesy, competent help, and an assurance of satisfaction, step up.
Regards,
Bill
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D&C,
I am in an IT related job and can tell you that my 20 years experienceand knowledge in the IT industry far outweighs anything any new graduate from the local PC repair school has to offer. I can diagnose a problem over the phone in 3 minutes after a local tech struggles for hours with it.
Experience does count for something in my book, with IT , with law, with tax accounting, and probably with hot tub repair.
Again my newbie .02¢!
Jonathan
Thank you - just what I was going to say.. Anyone can get trained but experience goes so much farther.
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This is an interesting discussion, however it raises one very important question to me. Just how reliable are hot tubs?
I ordered a Jacuzzi last Saturday from a dealer that is located 75 miles away. My wife and I felt it best met our needs. Our only local dealer sells Beachcomber, which through wet tests, just did not "do it" for us.
This left us with the risk of going to a non-local dealer which supposedly is selling a good quality tub. To me life is about taking reasonable risks. I felt by purchasing a tub from a manufacturer with a good reputation that the risk of distance-related service costs should be minimal. However, in seeing this discussion I am not so sure now.
I enjoy doing my part in keeping the economy rolling(own my share of toys) and rarely have found the local dealer to be of significant importance since I always try to buy product with a good reputation.
I recall basing the purchase of my first personal computer (many years ago) from a local dealer, on the service he would be able to provide. Big mistake. Threw that unit out after 2 years and having been buying reputable name-brand computers from non-local sources ever since. Never have had a servicing problem.
If our Jacuzzi becomes an expensive service issue, I will seriously have to rethink the importance of owning a technology that is supposedly used to relieve some of lifes "stresses".
Dave
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Dealer selection should be about 50% of your final choice.
No, I didnt stutter. It should be half the reason why you select your spa. Despite the availability of cash and carry spas, and internet spas, nothing outweighs the value of having someone who knows what theyre doing to guide you and support a product that they know well.
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Hmmm... I like the CalSpa dealer, who's been in business 25 years, more than twice as much as the Hotsprings dealer in business 2 years... I guess I should go with that that Calspa dealer. ::)
Okay... a bit dramatic, but darn appropriate considering some of the pharisee presented here. ;D
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When I decided to start looking for a spa, I first went to the yellow pages and called two companies that serviced spas - they were not dealers. I asked them questions about which brands they considered to be the best, reliability of brands, which required less service and so on. Any way, since these companies are out there can they be used for warranty service, and if not, how would it work out to use them instead of a difficult dealer post warranty ? I raise this issue to address the comments that if you don't buy from the local dealer you may be ignored when you need service.
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Dealers Don't Make Spas
The manufacturer is more important to me than the dealer. I do think it is a good idea to buy from a local or near local dealer vs *mail order*. If my first choice is from a manufacturer who doesn't have a dealer in my area then I will most likely move to the second choice. I don't want to risk having a 1000 pound lemon in my back yard and dealing with someone 2000 miles away.
If a dealer has chosen to represent a manufacturer that makes marginal spas then I don't want to buy from that dealer no matter how good his service is.
What I want from the dealer is a first class spa and a pleasant buying experience...knowledgable, courteous and to the point....and then not to see him again til I'm ready to buy another spa.
If I have to establish an on going relationship with the dealer then I don't need a spa. I simply don't have time to drive out of my way at odd hours or on the weekends to buy chemicals from the guy no matter how nice he is. I know that's what he wants and manufacturers probably indicate such to them. Why do you think D1? stopped selling chemicals on their Internet site?
If spas are unreliable and need constant maintenance by the dealer then I don't want a spa. I simply don't believe all spas are unreliable. I know several people with spas who have little or no problems with their spas.
I am all for good quality dealers. However there is no way I can base my buying decision on the dealer. All spas are not the same. I have to make my decision on style, features, size, efficiency,...the actual product itself...and price where the manufacturer and the dealer play a role I will live with the spa on a daily basis. Hopefully I will only have to visit with the dealer on rare occasions.
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My main reason for starting this topic was to make a new buyer think. And from a past purchase of my new boat. It rang my bell when I read the post concering a new BMW. In 2002 I bought a brand new Fourwinnns Boat.
I dock it in the water all summer. After my complete 2nd season of the boat sitting in the water from May to October. The gelcoat allowed water to seap through and cause blisters on my hull. I was one season out of warrenty for this problem and I new it when I purchased my boat that this problem does exist.
Well prcchasing a Fourwinns to date has still been a great choice. My dealer went to bat for me and resolved the problem in about 10 day's. Of course he could not do much if Fourwinns said NO.
But insted Fourwinns sent someone out to my home picked up my boat fixed it and put it back in my garage for me at no cost to me. Not one red cent.
Now if my dealer wanted to be a D**k about it he had the oppertunity. But he did not.
So don't think for a minute when I purchased my Marquis this event did not go through my head. This was the life experiance that I learned from. Today when the boat dealer see's me out on the lake they pull up and ask me if I am still a happy camper three summers after the purchase of my boat. So when I deside I want to step up to a new boat you can put money on the fact I am going back to where I know I will be taken care of.
I found it pays to talk to friends, family customers, ect when considering a major purchase. People love to talk.
There is nothig like an honest opinon.
I just wanted someone if only one to learn how valuable a good dealer is. Disapointment is no fun. Thank You all for your time and opinions.
Jeff
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I think many of the posts on this thread are symptomatic of a decline in real service.
The expectation expressed in the following statement from zeuspaul;
"What I want from the dealer is a first class spa and a pleasant buying experience...knowledgable, courteous and to the point....and then not to see him again til I'm ready to buy another spa."
Is only grounded in utopian wishes for peace among mankind.
This statement doesnt take into account the following...
1) Everything that is engineered, breaks.
2) Both buyers remorse and total satisfaction do not occur in a vacumme.
The decline in services to me seem to be attributed to a 'vending-machine' mentality- Stick a coin in and what you want is dropped for you to collect. Instant gratification. It seems you can find this in every market... even cars and spas.
With a car, most people have grasped the basic maintenance required to keep the car running... Spas on the other hand, are another deal altogether. Yeah, I can hear you now, spas arent that difficult to take care of and anyone can do it.
But that doesnt explain why as an independent service technician that fully 70% of all my repair calls are maintenance neglect or chemical damage related. On par the people that have these problems inheirited the spa or bought a spa from a retailer that either didnt know how to support the product or never had the intention of supporting the product...leaving the spa owner to fend for themselves, often guessing at water care or maintenance.
I suppose shopping for brand with get you so far, but you have to keep in mind that with your eyes closed you cannot differentiate hot swirling water from a mediocre spa from hot swirling water from a 'first class' spa. All spas do about the same thing- In my opinion, its the dealers that are different, not the product.
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This is addressed to Dave L.
In your situation you are doing the right thing. Jacuzzi is a good brand and you don't have an acceptable option from a dealer nearer to you.
When I was looking, one of the spas that I wanted to consider was Emerald. The nearest dealer to me is about 75 miles away, and Emerald told me that they could not find a local dealer in my area. They recommended that I buy a brand with local dealer support if at all possible. They knew that by giving me this advice they were losing a sale. That information was given to me in separate telephone calls initiated by them from both their VP of Marketing, and their area manager for Florida. I concluded two things from this experience: First, that Emerald is a very good company. Second, that local service could be quite important.
Your situation is different, however, in that I had several options available to me. You do not. In your place I would do what you have done.
Regards,
Bill
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Bill hit the nail on the head:
'They recommended that I buy a brand with local dealer support if at all possible'
Yes, buy a spa (anywhere you get the best price) as long as that brand has a local dealer that can support.
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D&C....what do you do for a living,if anything?
(http://www.youarelame.com/modules/gallery/albums/UPLOAD/squirrel2_1.jpg)
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Ok...here is my 'dealer story'. I read these forums/researched/shopped for about 6 months before deciding on my spa. I decided to go with the HS Landmark from a very reputable Niagara dealer who had been in business since I was a kid. I was very comfortable with their sales people. So I bought from them.
A few months later I was on the HotSpring website and just for fun I typed in my zip code into the 'Dealer Locator' and to my surprise the nearest dealer was no longer the Niagara dealer but a dealer over 60 miles away in another state. I got a little worried so I called Niagara who confirmed they were no longer selling HS spas.(Maybe this is why I got such a great deal...). they gave me the number of the 'new' dealer who would be servicing me so I gave them a call and asked them a lot of questions. They have been in business for over 20 years selling spas so I felt a little better. A few months later my ozonator seemed to be having issues so I called the 'new' dealer and they had someone out the very next day and replaced my ozonator no questions asked.
This 'new' dealer has since opened a store in my area that is even closer to my house than the original dealer I bought from. I have purchased new filters from them and they gave me a 10% discount since I was an 'exisitng' customer even though I was not one of their customers. I am very very pleased with the service I have received from the 'new' dealer.
So I guess the bottom line here is that if you go with a 'major' brand and your local dealer stops selling your spas, the manufacturer will provide you with another dealer to handle all your warranty work. Who knows..the new dealer might even open a shop closer to you than your original shop just like happened to me.
Here comes my opinion....When it is all said and done and you have done all your research....buy a HotSpring...you won't be disappointed.
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Yes Dazed, you could get local dealer support, if they chose too.....If they did not sell you the tub they are OBLIGATED ???
Do you absorb anything that contradicts your point of view or simply quote anything that you think supports yours and say "LOOK, Just like I said"?
Very curious what you do for living, I am sure that your skill set is a nickel/pennny a dozen.
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I can just see it. Some day, D/C moves out of his mom's basement, gets a real job and actually buys a spa.
Of course it will be from a dealer 4 hours away, cause after all, he saved almost $11 dollars, after paying that far away dealers $1.50 per mile delivery charge, since they had to tie up their truck, trailer and 2 delivery people for a whole day to get d/c his spa.
Then a few days later, the spa has an error code on the panel that indicates a service call is needed. He calls his selling dealer, who is obligate to service his spa, and is informed that they'd get someone out there in a few days, cause they are too busy serving their local customers. However they will again be charging the $1.50 per mile travel charge, cause the factory won't pay the costs of excess travel to and from the customer.
After all, the warranty gives the dealer the right to charge for travel time.
I'd be willing to bet that the factory reimburses dealers for warranty work at less than what the dealer would bill the customer for at their regular labor rates.
That's just a guess on my part though.
Anyway, this makes D/C have a hissy fit, cause his savings by buying non local just flew out the window.
But he refuses to pay the selling dealers travel charges.
He then calls the local dealer, who finds out that this new spa wasn't purchased at their shop.
When asked why, D/C bluntly says that "Your prices are too high, so I went outside your territory.
Guess what?
They charge for travel too, since D/C didn't buy his spa there. Oh, they'll send out a repair guy, but since the local deler gives actual customers priority, D/C's work order goes to the bottom of the pile.
Suddenly the savings are all gone.
Possible?
Brewman
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hissy fit, cause his savings by buying non local just flew out the window.
Hissy fit. LOL!
lying on the floor kickin an screamin FIX MY TUB! I DON'T CARE IF YOU SOLD ME THE TUB OR NOT, YOUR A DEALER SO FIX MY TUB. >:(
response: but of course sir, we have you in our system and should get to you in ohhhhhh a week or two. :-*
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If I'm his dealer, I would not fix it at all. He saved a few hundred on the spa.
He made his bed. Time for him to sleep in it, too.
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... Here comes my opinion....When it is all said and done and you have done all your research....buy a HotSpring...you won't be disappointed.
Great story, thanks for sharing.
I agree, the brand/manufacturer is what's more important.
When it is all said and done and you have done all your research....buy a [reputable brand]
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Hypothetical Situation:
Im Hottub Dealer A. You come into my store, and do not buy my brand tub from me because of price or whatever. You drive to Hottub dealer B, who sells the same tub, 200 miles away.
You save $750 on the price of the spa, but dealer B is going to have to charge you a $75.00 service fee because of the distance he has to travel to provide warranty service ( this appears to be commonly done in cases of extreme distance).
You buy your tub from dealer B
Now you have a warranty claim on your brand name tub that dealer A and B both sell. Since you are dazed and confused you call me, dealer A, to save your $75.00 service call, to provide warranty service for your tub.
I may be wrong, but what makes me compelled to provide your warranty service? I know you bought the tub elsewhere.
If it were me, Id be calling dealer b and having them come fix your tub...and charge ya the 75 bucks.
If, and I mean If, I am compelled by the manufacturer to provide the service regardless, guess what, you go to the very bottom on my list. Im not going to be in a hurry to fix a tub I didnt sell, especially since you had the opportunity to buy it from me in the 1st place!