Hot Tub Forum
Original => Hot Tub Forum => Topic started by: Anoroc on March 28, 2006, 10:51:11 am
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As I had posted about two weeks ago the diverter valve to my Hotsprings Jetsetter was not working.
It's under warranty so I called my service guys and they sent someone out to check out the tub on Friday March 17th. He told me that they would order the part and have it installed by the next week.
Today is the 28th so I called just to make sure things were ok and the guy said he would have to research things and get back to me. He called back and told me that there was a production problem with the diverters so it is taking them longer to get it. They will try to get one in a couple of days and than send someone out.
Last time I had a problem it took them three weeks to order and install a part, only after several calls, so I am a bit skeptical.
Does this sound real or are they pulling my leg? :-/
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We have had a few problems with getting parts over about the last three months. Watkins has just installed a huge new computer system. I understand it is larger than the entire D1 plant.... ;)
Once it's all debugged, it's really going to be a great system. I can order stuff online, and even go back and check status, make changes, and all that stuff. Huge step for the Watkins world.
Anyway, their usual ability to have parts in the dealer's hand seems to have been temporarily messed up. Every order I have placed this year has had at least one backorder, and that's not the norm.
Should be back to normal soon.
Sorry about the delay. Do you know th part number you are waiting for? I only mention the computer system as a possible reason - but whether or not the dealer ORDERED the part ....
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I only mention the computer system as a possible reason - but weather or not the dealer ORDERED the part ....
What does the weather have to do with ordering parts? Your thinking if it was nice, the dealer went golfing ?
Sorry I owed you that one.
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Your thinking if it was nice, the dealer went golfing ?
Sorry I owed you that one.
Zactly !!!
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Chas, I don't know the part number but it is the diverter valve to the foot jet on the jetsetter.
I will be patient. I can still use the spa so I guess waiting a bit longer is not a big deal.
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ask him if he has a jetsetter in stock. Tell him to take the diverter valve off that one.
;D
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The diverter's have changed since 2005.
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...and they do not have any other jetsetters. I bought the last one in Novemeber.
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Watkins has just installed a huge new computer system. I understand it is larger than the entire D1 plant.... ;)
Chas seems to have D-1 on the brain...must come from loosing ALL those deals to the D-1 dealer in Ventura County. Just 2 weeks ago he was complaining about that dealers set up at the home show.
But then again I can understand why a hotsprings dealer would be a little jealous ;D
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I think he can almost look out his window and see the HS factory and the D1 factory with D1 being a fraction of the size of the HS building(s).
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I think he can almost look out his window and see the HS factory and the D1 factory with D1 being a fraction of the size of the HS building(s).
I heard the new wing in the HS factory was thier new "Repair center" and that's why it's so big.
/joking. I own and love my watkins product.
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Getting away from the posturing for just a sec...
This is brutal service regardless and I'm assuming their phone system still works right? It sounds like a dealer issue and if you're not satisfied with their BS, I'd call head office directly. Since they are so HUGE, chances are the part is sitting there somewhere and it should be FedEx'd overnight to you. PERIOD!
I understand it's not a critical part and you still have the majority of function with your spa but 3 weeks for the first and now almost the same timeframe again?
Sorry, I'm not buying the "computer system" thing... This is just pure lack of customer service at the dealer level. Squeaky wheel my friend!
Steve
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There is no excuse to make someone wait as long as you have had to for a silly little diverter valve. Call the factory and ask for customer service.
Terminator
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Sorry, I'm not buying the "computer system" thing... This is just pure lack of customer service at the dealer level. Squeaky wheel my friend!
Steve
Yeah, it would de me a lot of good to lie about them spending millions on a new system, and it would also do a lot of good for me to admit here that they are going through some problems getting it all on line -
maybe I'm wrong and you're right.....
;)
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But then again I can understand why a hotsprings dealer would be a little jealous ;D
Out of curiosity, why?
Terminator
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Out of curiosity, why?
Terminator
I'm just playing with chas, But all joking aside my two favorite spas out right now are the Jacuzzi J-480 and the D-1 serenna bay
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I think this is pretty obvious to all it is a dealer issue...someone dropped the ball....We had it happen with us a month or so ago....where someone just wanted a part and some supply's for their spa ...we did not sell them their spa but did say we would handle it for them and it turned into a mess....there were some real issues of the part being sent wrong a couple of times but ultimately it was us dropping the ball ....I think we more than made it up to them but it should not have happened in the first place....I think all of us at one time or another have let someone slip though the crack if you will.....hopefully it is the odd occurrence and not the norm....
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Here's a thought...can you (or your local dealer) call the NEXT nearest HS dealer and ask if they've got a Jetsetter in stock that they can remove the part from, OR if they've got the part in stock? It's a warranty piece anyhow....can one HS dealer ship a part to another dealer and still have the warranty honored? I would think "customer service is #1" would easily cover something so simple and small....
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Here's a thought...can you (or your local dealer) call the NEXT nearest HS dealer and ask if they've got a Jetsetter in stock that they can remove the part from, OR if they've got the part in stock? It's a warranty piece anyhow....can one HS dealer ship a part to another dealer and still have the warranty honored? I would think "customer service is #1" would easily cover something so simple and small....
I'll take a wild guess and say no. I think it's pretty cut throat out there between dealers, even if they are part of the same franchise. I was half joking when I suggested it..
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In my area the two HS dealers are about 30 minutes apart and their seems to be some pretty decent animosity bewteen the two.
In fact when I purchased my jetsetter the other dealer was pretty upset about it. She was professional but I could tell that there must be some bad blood between the two of them.
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that sucks......it's times like this that dealers getting along could really boost customer satisfaction.
"can't we all just get along?? :'( " ;)
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that sucks......it's times like this that dealers getting along could really boost customer satisfaction.
"can't we all just get along?? :'( " ;)
If your implying that one dealer should take care of anothers customers, well I dissagree. If I keep a diverter valve in stock so as to take care of "MY" customers as quick as possible and the looser down the street keeps coming to me and asking to borrow parts for his customer. If I give him the part the person who looses out is "MY" customer. As a dealer my loyalty is to my customer, and my customer will always come first
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problem being: unhappy customers can turn people off not just a dealer, but the entire product line.....it's a pretty thin line to walk for dealers.... :(
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We cannot effectively service a spa under warranty without being able to fix it when we arrive the FIRST time. A second trip means we've LOST money on the repair. Cannot image not having a diverter valve.
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problem being: unhappy customers can turn people off not just a dealer, but the entire product line.....it's a pretty thin line to walk for dealers.... :(
Thats the reason why good companies like Jacuzzi pull the product from dealers if they can't take care of their customers.
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If your implying that one dealer should take care of anothers customers, well I dissagree. If I keep a diverter valve in stock so as to take care of "MY" customers as quick as possible and the looser down the street keeps coming to me and asking to borrow parts for his customer. If I give him the part the person who looses out is "MY" customer. As a dealer my loyalty is to my customer, and my customer will always come first
I can apreciate that.
If you bought your Panasonic TV at the local big box super store and it broke, do you expect the privetley owned shop down the road to fix it?
If you bought a frozen Perdue turkey at the piggly wiggly, and found it was infested with slimey maggotswould you return it to A&P ?
The only industry I found that honners manufactuer's warenties from dealership to dealership is in the Auto industry, and even then, I have found that they too will move you to the bottom of the list if you bought from thier competition.
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Thanks for all the replies. I don't expect the other dealer to serve me.
When I called my dealer I told them exaclty what diverter valve was not working. When the service guy showed up and confirmed the damage he told me that they did not have a diverter valve because it is so uncommon for them to break down.
I though it was odd that they should not carry such a small item
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Yeah, it would de me a lot of good to lie about them spending millions on a new system, and it would also do a lot of good for me to admit here that they are going through some problems getting it all on line -
maybe I'm wrong and you're right.....
;)
Woah my friend...I wasn't doubting that there is a new system being put in place, I questioned that as being the main reason for this delay. It's also why I suggested the use for that out of date thing we hold up against the side of our head and talk into! ;)
Steve
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that out of date thing we hold up against the side of our head and talk into! ;)
Steve
Yeah, when ARE we going to have those things implanted.... come to think of it, exactly where would we have to stick the power cord to recharge it if we did?
;)
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Considering how often we're all on our cell phones, it most likely won't be long before that's a reality and the charger can be placed inside our pillows at night!
Steve
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Yeah, when ARE we going to have those things implanted.... come to think of it, exactly where would we have to stick the power cord to recharge it if we did?
;)
Would that be considered "phone sex" ? ::)