Erik;
The spa you have is a Super Custom spa. It is not available anywhere else. The
plumbing screw up is how the Coronado is made. The diverter valve destroys the
water flow.
The package you have with the spa is worth nearly 2600.00
I have decided that you are an unreasonable customer, one that we would not be
satisfied with.
You see: it is a long term relationship, that we have with our customers. Your
attitude is extremely unreasonable and uncalled for.
Here is what we are willing to do again. We will replace your spa with a new one
as soon as it can be built. We will finish the spa at our facility this time, to
insure it is made properly.
We will remain with the 1/2 down until delivery of the new spa. In the mean time
you can use the one you have as we are going to fix it.
There is no other options available to you. Other than we pick up the spa and
refund your money for the spa.
The proposal you offered is ridiculous. An insult.
We are not in the charity business nor are we going to have unreasonable customers
for the duration of
the warranty.
I think you are proceeding in the direction of causing harm to a relationship that
started out as a good one.
When problems occur that are out of our control, all we can do is try to rectify
them.
Jim Arjuna
The Spa Specialist Inc.
555 Alter St. #19A
Broomfield, CO 80020
303-404-AAAH (2224)
toll free 1-888-478-2224
http://www.spaspecialist.com
jim@spaspecialist.com
"Erik W. Selberg" wrote:
> Hi Sandy,
>
> To be quite honest, I do not feel that The Spa Specialist has given me
> a good value for my dollar, or even a fair one. What started out as a
> botched installation on a spa with some damage has cascaded into a
> malfunctioning spa that isn't even what I ordered in the first place.
> If this were a car purchase, I'd be at the dealer and we'd be having a
> nice conversation on how much of a tax writeoff the dealer wants in
> order for me to not return the car and find some other dealer to
> patronize. I expect you would do the same.
>
> If I understand your proposal correctly, you'll be crediting the
> $4,695 outstanding until the right spa is completed and you and/or Jim
> deliver and install it, upon which time you'll re-bill me for the
> $4,695. This is not acceptable to me. Not to mention redundant from my
> point of view, since I had MasterCard put a hold on the remainder of
> the payment.
>
> Due to of all of the issues with this spa, I've revisited my original
> options on which spa to purchase, including buying a Phoenix branded
> Coronado from a dealer down in Federal Way, WA. The other two options
> I was looking at would cost me approximately $7,000. I went with The
> Spa Specialist which ran me $9,380, a $2,380 premium, because I
> believe in supporting small businesses and emerging online ventures
> and value good customer support very highly. However, the customer
> support hasn't been there, and this spa is _causing_ me stress as
> opposed to relieving it.
>
> Therefore, here are three options:
>
> 1) Lower the price from $9,380 to $7,000. Have the proper spa built,
> delivered, and installed. Upon successful installation, I'll pay an
> additional $2,305, bringing the total price to $7,000. This will turn
> me into a satisfied customer who will want to continue doing business
> with you, and give The Spa Specialist / Van Dyke Trucking / Phoenix
> Spas $2,305 to write off their '00 taxes.
>
> 2) Credit my account the $4,695, have the tub repaired, and walk away.
> I'll keep the spa I currently have, and you get a bigger tax write-off.
>
> 3) Credit my account the full $9,380 and have the spa removed. As I
> had asked last week to either have it fixed or removed by today (Sat)
> and cannot put in a working spa until this one is removed, I will
> begin to charge a storage fee of $20 per day starting tomorrow until
> it is removed.
>
> Please let me know which option you'd like to pursue. It may also be
> more of a time-saver to call me: (206) 517-3039 to fully hammer this
> out.
>
> Thank you,
> -e
>
> > Hi Erik,
> > This is Sandy. I suggested to Dave about crediting back your card half until
> > the new spa is installed. If that's your understanding and that's ok with
> > you let us know. Thanks.
>
> > "Erik W. Selberg" wrote:
>
> >> Hi Jim,
> >>
> >> Got Dave's message on that as well. He also mentioned you'll be
> >> crediting back the second half of the purchase price. If that is
> >> correct, then I accept your offer. This goes a long way in turning me
> >> into a satisfied customer!
> >>
> >> The spa tech came back today as I left the gate open. He left another
> >> note; apparently they didn't bring the right part for the heater or
> >> some such. Not quite sure what they're up to, so I'll try and call 'em
> >> tomorrow.
> >>
> >> Thanks again, and I do appreciate your efforts in getting all of this
> >> rectified.
> >>
> >> Cheers,
> >> -e
> >>
> >> --
> >> Erik Selberg
> >> "I get by with a little help selberg@cs.washington.edu
> >> from my friends." http://www.cs.washington.edu/homes/selberg
>
> --
> Erik Selberg
> "I get by with a little help selberg@cs.washington.edu
> from my friends." http://www.cs.washington.edu/homes/selberg
This archive was generated by hypermail 2b30 : Sun Sep 17 2000 - 03:14:42 PDT