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I had been having problems with water clarity for over a year. Talked with several reps, but I always tended to hear different answers. I felt very lost by only having phone contact, and I thought I had made a financial mistake by purchasing a spa from a company that did not have a local site I could visit to shop and have my water tested and shown how to perform maintenence. I was really kicking myself. I paid for a tech to come to my home, and they could not help me with the clarity issues, nor did they know what was causing that yellow gunk in the spa. They suggested I send the sample to Customer Care. I did not have high hopes after calling 3 times and being told the "office was about to close could I call back""- that was after I was on hold 20 minutes and then transferred and on hold another 20 minutes- then they answer and tell me the front of office is closed where the package is, even though they are open in customer care for hours yet. Next day I was told "the sample must still be in front front of office and that I needed to wait for it to be delivered to back of office." I asked if they could call me when they got it, and they I said I needed to call back. (I had had my share of waiting on hold and feeling very unsupported and lost for what to do). I knew I had to use ThermoSpa chemicals on the Thermospa Spa to be covered under warranty, but I was feeling like I was not going to be able to usemy spa since no matter how many times we drained it, we always had the yellow stuff in filter. While, a sunshine raynamed Janet DeMarsiliscalled me (that is right, i did not have to call and wait on hold - she called me) when she received the water sample. Told me completely different instructions than the other various reps would tell me when I called. She also told me it WAS my minerals that were too high, especially lead. She then patiently waited while I wrote down the detailed instructions of the chemicals and how often. She even referenced notes from when we talked long ago, and all the other various reps I talked to that told me different things had not even entered notes into my file. I feel like through Janet I do have support,I do have knowledge, and I did make the right purchase. A week later, my water is clear and I finally feel like I can maintain this, and if I have any more questions, she even gave me her extension. I called today and she answered- so nice to not have the hold time and the confusion. She is a super star in your department. Without her, you would have lost a customer. I wish Janet much success in your company, she is highly competent with your product lines and spas and friendly to boot. |
Customer Reviews 